Service Manager: More than a help desk support solution
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This document provides an overview of Service Manager, a software solution for IT service management from Microsoft. It summarizes the key focus areas of Service Manager including configuration management, incident management, change management, problem management, and knowledge management. The presenter then demonstrates some of the core capabilities of Service Manager like the configuration management database, incident and change management workflows, and how it integrates with other systems like SCOM and SCCM. The presentation aims to explain how Service Manager supports ITIL processes and can help organizations improve IT service delivery.
Service Manager: More than a help desk support solution
- 1. Service Manager January 2011
- 2. Quick Facts About Us Approach Partnerships • 20th Year • Vendor Agnostic • Microsoft Gold • Central Region Client • Grand Rapids & • Non-reseller Experience Award Winner Royal Oak • Professional • VMware Enterprise • 25 Staff Services Only • Cisco Premier • Novell Platinum • Citrix Silver
- 3. Expertise Project Management Infrastructure Collaboration Access & Identity Management
- 4. CDH Talks Tech
- 5. Your Presenter Jason Sharp Infrastructure Service Area Lead MCITP:EA, MCTS JasonS@cdh.com
- 6. Agenda • Service Manager Overview • Configuration Management Database • Four Key Focus Areas – Demos • Advanced SCSM
- 7. Overview • ITIL Aligned Service Management Solution – Focused on Four Key Areas • Incident Management • Change Management • Problem Management • Knowledge Management • ITSM Focus • MOF Focus
- 9. Microsoft Operations Framework (MOF)
- 10. Overview • Key Focus – The RACI Model • Responsible • Accountable • Consulted • Informed • Increase Contextual Understanding of Services
- 11. Why?
- 12. The Foundation:CMDB • Configuration Management Database – Repository for data (Configuration items) • Users, Devices, Services • Both High Level and Granular • Automatic or Manually Created • By using the CMDB, you develop relationships between objects. • By understanding these relationships you gain context for incidents, problems, changes, and knowledge.
- 13. CMDB Demo • Configuration Items • Business Services • Assets • Objects • Connectors
- 14. Incident Management • An 'Incident' is any event that is not part of the standard operation of the service, and causes, or may cause, an interruption or a reduction in the quality of the service. • The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost- effective price. • Put Simply – “Fire Fighting”
- 15. Incident Management Demo • Console • SCOM Integration • Email Integration • End User Portal • Reporting
- 16. Change Management • The 7 R’s of Change Management – Who RAISED the change? – What is the REASON for the change? – What is the RETURN on the change? – What are the RISKS associated? – What are the RESOURCES required? – Who is RESPONSIBLE for build, test, implementation? – What is the RELATIONSHIP of this and other changes?
- 17. Change Management Demo • Basic Change Management • Advanced Templates • Actions / Tasks • Change Workflows & Approvals • Reporting • Link between Incident & Change Management
- 18. Problem Management • Incident Management is concerned with restoring service as quickly as possible. Problem Management is concerned with determining and eliminating root cause (and hence eliminating repeat problems). • So from an Incident Management perspective the best decision is to, for example, reboot a server to restore the service. This is not ideal for Problem Management as the reboot may destroy any diagnostics and prevent identifying root cause.
- 19. Problem Management Demo • Multiple Incident Support • Group Notification & Tracking • Change Management Links • Reporting
- 20. Knowledge Management • Internal and External Knowledge Repository • History • Linked to CIs, Incidents, Changes, Problems • Searchable
- 21. Knowledge Demo • Console • Portal • Creation • Tracking
- 22. Service Mapping • Groups Multiple CIs into “Real World” Service Maps • Gives IT Visibility into impact, priorities
- 23. Advanced SCSM Demo • Customization – Lists – Workflows – Notification – SLAs, Prioritization – Custom Forms – Advanced Monitoring with SCOM – DCM with SCCM
- 24. Thank You Royal Oak Grand Rapids 306 S. Washington Ave. 15 Ionia SW Suite 212 Suite 270 Royal Oak, MI 48067 Grand Rapids, MI 49503 p: (248) 546-1800 p: (616) 776-1600 www.cdh.com (c) C/D/H 2007. All rights reserved