System Center Service Manager How Microsoft Helps Our Customers Tackle IT Service Management JONATHAN LIU IT SERVICE MANAGEMENT CONSULTANT DMVMUG Reston, VA http://dmvmug.com Introduction to IT Service Management Introduction to System Center Service Manager Delivering “IT as a Service” with Service Manager Putting It All Together: IT Service Architecture Agenda Scenario-based discussions Please feel free to speak up at any time! I love hearing your experiences and encourage participation. Session Objective And Takeaway Session Objective: Discuss how a service-based approach to IT along with System Center 2012 technology—and specifically Service Manager—can provide more agile, cost-effective, and efficient IT Service Management that drives automation, standardization, and accelerates functions beyond the existing legacy tools Key Takeaway: System Center Service Manager is built upon IT Service Management proven practices, and through an approach of process and technology can allow IT organizations to better manage the operational environment What is all the fuss about “IT Service Management”? Is technology the cause of downtime? Research tells us that 80% of IT failures are related to people and process issues. Process People Technology Gartner Security Conference presentation "Operation Zero Downtime," D. Scott Only the remaining 20% can be attributed to technology failures Gartner Group Research More than 300 self-assessments have been completed in Gartner's ITScore for I&O. Key Findings… Source: Infrastructure & Operations Maturity: How Do You Compare? The assessment results indicate that, overall, infrastructure and operations (I&O) maturity has not appreciably improved. IT I&O, as a discipline, remains relatively immature: The average maturity is 2.35 (the highest score achievable is 5.0). Published: 13 March 2012 ID:G00219151 Of the four dimensions of I&O, process management remains substantially less mature than the other three (people, technology and business management). IT Service Management Outcomes • • • Implementing a shared service organization where multiple, geographically disperse operations team were centralized and over 20% of operational budget ($3-4M) was decreased over a 4 year period Re-deployment and rationalization of 16 roles for individual site break / fix and field support staff related to Level 1 Service Desk activities representing approximately $800,000 in annual IT budget savings Supported Release Management efforts by reducing the number of backed out releases by 35% enabling time-to-market increase of an average of 3 months per critical application • Increased First Call Closure Rates (FCCR) from 64% to 82% within the first 6 months and increased customer satisfaction ratings from 74% to 92% based on internal IT and HR surveys • Increased the rigor of Change and Release Management processes to decrease the number of Priority 1 issues by 45% over a 12 month period saving over $1,000,000 in productivity costs • Supported an overall ISO20000 initiative for an outsourcer to better position firm among competitors when bidding for government and F500 outsourcing contracts System Center Service Manager <3 IT Service Management Where does it fit in the System Center stack? Orchestrator Virtual Machine Manager (Automation) (Service Management) (Provisioning) Configuration Manager App Controller (App Self Service) Operations Manager (Monitoring) Service Manager (Configuration) Datacenter Management Data Protection Manager (Disaster Recovery) System Center Service Manager Service-Based Approach Service Demand Visibility Self-Service Request Automation Reporting with Excel and SharePoint CMDB Populated from AD and Tools Integrated Perspective Simple Product Configuration Service Transition Service Operation Capacity Management Service Asset & Configuration Management Incident Management Change Management Problem Management Availability Management Supplier Management Service Level Management Service Measurement Risk Management Compliance Management Continual Service Improvement Release Management Event Management Knowledge Management Request Fulfillment Service Reporting IT Service Management with Service Manager Service Design Service Transition Service Operation Capacity Management Service Asset & Configuration Management Incident Management Change Management Problem Management Availability Management Supplier Management Service Level Management Service Measurement Risk Management Compliance Management Continual Service Improvement Release Management Event Management Knowledge Management Request Fulfillment Service Reporting IT Service Management with Service Manager Service Design Self Service Standard Process Automation Workflows Integration across Stack Release Service Request Configuration Management Data Base Knowledge Process Workflow Change Configuration Items Compliance & Risk Work Items Solutions Service Catalog Reports Email / Mobile / Client Incident Problem Forms Reporting & Data Warehouse Delivering IT as a Service Achieving “IT as a Service” Objectives MOF ® Standardization Automation ITIL® COBIT Self-service ® Compliance Visibility Reduce Costs Increase Service Levels Faster Time to Delivery Provide More Data More Transparency Compliance Standardization Delivering IT as a Service Automation Self-service Compliance Visibility Business Process Standardization Business Process defined in Templates Business Process automated through Workflows and Activities CMDB Data Standardization Integrated CMDB Common Service Model Common System Center Schema Reconciliation of Data Easy to Create and Maintain a Meaningful CMD Service Catalog Service Level Agreements Service Level Objectives (SLOs) Supported for all work items SLOs tied to pre-defined Queues Supports different metrics Calendars Business hours, Holidays Notifications Views / Forms Email notifications on warning and breach Processes defined here drives automation Request Offering maps User Input to Service Request Template Author Request Offerings Service Offerings is a collection of requests Author Service Offerings Service Catalog Portal home page Dynamic Request Form on the Portal Request triggers Workflows, approvals, notifications as defined by processes in templates Rolebased access Integrated CMDB Runbooks Clouds Templates Services VMs Fabric Users Service Catalog Author Request Template Service Request Templates defines business processes Standardization Delivering IT as a Service Automation Self-service Compliance Visibility Incident Management Process Data Center Alerts SOURCES RECORD CLASSIFICATION ROUTING QUEUES TRIAGE RESOLUTION ESCALATION CLOSURE Incident & Problem Management Standard process and automation for Incident & Problem Management Quickly restore service through routing and knowledge Easily adapt your process and workflows ALERT GENERATED INCIDENT CREATED INCIDENT DIAGNOSED INCIDENT RESOLVED IT Analyst / Operator INCIDENT CLOSED Scenario: Automatically Generate Incident from Data Center Alert SERVICE MONITORED Service Request Automation Enable IT Self-Service Portal to lower support costs and increase end-user satisfaction Provide choice and flexibility Efficient support anytime, anywhere Increase communication efficiency of SRs, saves time and add convenience for end-user. Configure SM Portal End User Requests Software Manager Approves Request End User Manager Request Delivered Software Deployed Scenario: Automating End-user Software Requests Create Packages & Programs Configure Request Offering Request VM from Service Catalog Service Request Created SM Admin End User VMM Admin Runbook Invoked Create VM Scenario: Automated Self-service Cloud Requests Import Runbooks Standardization Delivering IT as a Service Automation Self-service Compliance Visibility Self-Service Delivery Portal Reports & Dashboards E-Mail Excel Standardization Delivering IT as a Service Automation Self-service Compliance Visibility Service Manager Enables Compliance • Compliance library maps legalese to actionable IT control activities • Compliance is continuously and automatically evaluated in real time Compliance Management Major scenarios Reduce operational cost by managing deviation from standardized configuration Manage regulatory compliance DCM Integration in Service Manager Regulatory compliance is focus IT GRC Process Management Pack Compliance Example: FIM 2010 & SvcMgr 2012 Integrated Password Reset Change Management Minimize risk and disruption to production Easily adapt your processes and workflows Connector to System Center Configuration Manager synchronizes hardware information and other relevant information to Service Manager Change Management templates out of box. Ability to add custom templates. Process automation via workflows Standardization Delivering IT as a Service Automation Self-service Compliance Visibility System Center Data Warehouse Data Warehouse Reporting and Dashboards Enable self service report & dashboard authoring with OLAP cubes OLAP cubes powered by the System Center management pack model Report authoring with Office integration for knowledge workers Create and Adapt Reports to Support Continuous Improvement Manage & Analyze within the Console IT Administrator Insert / Update View Reports SvcMgr Data Warehouse ETL Data Warehouse Drives Continuous Improvement IT Analyst Putting IT All Together: IT Service Architecture Portal: Role-based Access, Self Service DW PRESENTATION Service Catalog: Service and Request Offerings CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks DATA Connectors Business Events Subscriptions Request Processing: Business process WF engine Request Processes WI activities Monitor Invoke WORKFLOW Orchestrator: IT process automation Automation Run books Integration Packs OM VMM Other IT Systems Notifications Approvals Service & Request Offerings 4 Knowledge Private Cloud Applications Users VM Provisioning Service Provisioning Access Requests Request Cloud Request Fix for Service Request Quota Increase Schedule 5 User Roles Cost 2 Business Process Data and Process Templates (standardized configurations) 3 Self service models and defaults (Quotas, access tiers, costs) Work Items (in-progress processes) Review 1 Runbook Email CMDB Objects Runbooks Clouds Templates Services VMs Fabric Users Data: CMDB enables standardization and compliance SLA Service Catalog - Request Offering CMDB 4 Request Template 5 Invoke Monitor Runbook Activity 2 SM Runbook Items 6 SCO Connector 1 SCO Web Service Service Request Workflow: Request processes drive automation 3 SM Runbooks Folder SCO Runbook SCO Runbook SCO Runbook Self-Service Portal Silverlight web parts hosted in SharePoint Foundation 2010 or higher Customize out-of-box web parts using SharePoint admin tools Extensible via SharePoint extensibility for hosting web parts Presentation: IT Service Offerings Benefits and Outcomes Email: [email protected] LinkedIn: www.linkedin.com/in/liujonathanc Need more information on DMVMUG Visit www.dmvmug.com Questions?