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Walter PitrofMicrosoft Schweiz [email protected]
IT Service Management mit System Center Service Manager 2010
Agenda
• Source of Operational Problems• The Power is in the Integration• Integrated System Center CMDB• Self-Service Portal• Desired Configuration Monitoring (DCM) • Incident and Problem Management• Change Management• Knowledge Management• Service Manager Authoring Tool• 3rd Party Integration• IT Process Automation with Opalis• System Center Roadmap
Source of Operational Problems
• Forget Something
• Lack of Procedures
• Backup Errors/Security
• Change Management
• Overloaded• Weak Problem Detection
OperatorError40%
ApplicationFailure40%
Other20%
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002
Source of Operational Problems
• Hardware/OS• Network• Power and Disaster
OPERATIONS
People, Process, or Technology Problem?
Service Manager 2010The Power is in the Integration
CONNECTORS
Asset Management
Self Service IT Business Intelligence
Service Level Management
Compliance and Risk
Service Manager 2010The Power is in the Integration
Automate and Deploy
Capacity and
Utilization
Inventory and Usage
Alert Manageme
nt
Portal
Incident and Problem
Workflows
Knowledge Base Data WarehouseCMDB
Authoring
Change
Active Directory
Integrated System Center CMDB
Integrated System Center CMDB
System Center common schemaObject Model Based on Operations ManagerIT assets and services are Configuration Items (CIs)Incidents, change requests, and problems are Work Items (WIs)
Configuration Management Database (CMDB) features:
Connectors sync data with external systemsCreate, update, and view CIsCreate relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) usersAutomatically track CI change historyService definition and mapping
Integrated | Efficient | Business Aligned
Work Items
Config Items
CMDB Data
Relationships
Configuration Items
Demo
Self-Service Portal
Empowering the End UserUser self-service portal
Provision Software(Reset Passwords) with FIMCreate/view service
requestsView announcementsSearch/view knowledge base
Self Service Portal reduces help desk
calls by 30%
Self-Service Portal - Incident Management
Demo
Desired Configuration(Desired Configuration Monitoring in SCCM 2007 R2)
What our Customer data tells us
Operational issues account for 76% of Critical Situations
(CritSits)
6% due to KNOWN bugs-
already fixed
48% Misconfigurati
on
33% were due to
Installation issues
67% POST installation ‘changes’
22% are how-to
related – poor /
improper operations
of the environment
3% NEW bugs
21% is everything
else combined
(“unclassified” or
‘other’)
Desired Configuration Management
VisionDefine configuration baselinesID required and prohibited configurationsAudit compliance of Windows systems
Core Scenarios:Detect server configuration “drift”Improve Helpdesk troubleshooting and “time-to-resolve” Regulatory compliance reportingChange verification
DCM Data flow in SCCM 2007 R2DCM Digests
ConfigMgrAdmin Console
ConfigMgr Server
WindowsServer 2008
CI
CRMApplication
CI
AntivirusSoftware
CI
ConfigMgr Database
CRM ApplicationServerBaseline
ConfigMgr Client
Managed Client WMI
XML
Registry
IIS
MSI
1ConfigurationItems created byimporting valid CI documents
2 New ConfigurationItems authored
3 ConfigurationBaseline defined usingconfiguration items
Configuration baseline targetedat managed client
4
DCM discoversCIs andvalidates dataagainst rules
5 Compliance report sent toConfigMgr Server
6
Script
SQL
SoftwareUpdates
File
ActiveDirectory
ComplianceStateTables
Incident and Problem Management
Incident ManagementKeep users and data center services up and running, and restore service quicklyProcess workflows
Escalations
Notifications
Customizable templatesKnowledge & HistoryAutomatic incident
creationDesired Configuration Monitor (DCM) errors
Operations Manager alerts
Inbound Email
Portal
Problem ManagementEnables organizations to identify and track problems
• Problem creation from similar incidents
• Link Incidents and Change requests to problem
• Auto resolution of Incidents linked to the Problem
Incident and Problem Management
Demo
Change Management
Change ManagementMinimize errors and reduce risk
Typical Change ModelsStandard, Major, Emergency…Review and Manual activities
Customizable TemplatesWorkflows and NotificationsAnalyst Portal
Approvals via Web
Relate Change Requests to Incidents, Problems and Config Items
Knowledge Management
Knowledge ManagementReducing time to resolutionKnowledge articles
Customer, Partner, and Analyst authored contentLocal content and links to external contentEnd User and Analyst SectionsRatings
Knowledge SearchFull text, keywords, categoriesRelated incidents, change requests, problems
Console and Web interfaces
Knowledge Management
Demo
Service Manager Authoring Tool
Service Manager Authoring ToolDrag and drop designers – no code or XML required!Forms customization• Add/remove/move controls,
change formatting, validation rules
Extend CMDB model • Add new classes,
relationships, and properties
Workflow authoring• Compose workflows using
predefined activities• Define automated activity
rules to execute these workflows
Service Manager Authoring Tool
Demo
3rd Party Integration
Provance and Service Manager
Process Management Pack extension that provides IT asset lifecycle management and software asset management
RTM 2Q/2010
Provance IT Asset Management Pack forMicrosoft System Center Service
Manager
Provance IT Asset Management
Demo
ATEA Spintop’s (1/3)
ATEA Spintop’s (2/3)
ATEA Spintop’s (3/3)
Roadmap
Roadmap
RTM
2009 2010
H1 H2 H1H1 H2
RCBeta 1Beta
2
2008
CTP2
OpalisIT Process Automation
Addition Of Opalis To System Center Enables Process AutomationIT Process Automation (ITPA), also known as Run Book Automation
(RBA), is the ability to orchestrate and integrate IT management tools through workflow
Helps meet strategic IT goals through improving service to business
Replaces many manual, resource-intensive, and error-prone activities
Typically cross multiple IT components, disciplines, and/or departments
Configuration Management
(Physical & Virtual)
End-To-End Monitoring
Server Compliance
Data Protection &
Recovery
Event Mgmt
Service Desk
Asset/CMDB
Configuration
Virtual
Security
Storage
Server
Network
Processes Across IT SilosIT Silos Cross-Silo Processes
Incid
en
t R
esp
on
se
Ch
an
ge &
C
om
plia
nce
Pro
vis
ion
ing
Virtu
al S
erv
ice M
an
ag
em
en
t
Clo
ud
Com
pu
ting
Opalis Integration Packs
> BladeLogic Operations Manager > BMC Atrium CMDB > BMC Event Manager > BMC PATROL > BMC Remedy ARS> CA AutoSys > CA eHealth > CA NSM > CA Service Desk > CA Spectrum > EMC Smarts InCharge > FTP> HP Asset Manager > HP iLO > HP OpenView Operations > HP OpenView Service Desk > HP Service Manager> HP Network Node Manager
> IBM Tivoli NetCool / OMNIbus > IBM Tivoli Enterprise Console > IBM Tivoli Storage Manager > Microsoft Active Directory > Microsoft Systems Management Server > Microsoft System Center Operations Manager > Symantec Net Backup > VMware vSphere
Event Mgmt
Service Desk
Asset/CMDB
Configuration
Virtual
Security
Storage
Server
Network
Automated Processes
IT Silos VM Provisioning Process
Monitor Servicerequest
Stop VM
Updaterequest
Updaterequest
Update & closerequest
Clone newVM
Updateproperties
Remove from Ops Manager
Test VM DeployApplications
VerifyApplication
Add to Ops Manager
Create CI
Retire CI
Createincident
Integration for Virtual Machine Manager 2008 R2 not yet RTM
Detach Storage
Detach Network Adapter
Opalis
Demo
System Center Roadmap
System Center Roadmap
2010
vNext
vNext
vNext
V1
2009 and R2
2010
2007 R2
2007 R2
2007 SP1
2008
2008
2007 SP1
2007 SP1
2010 and R2
2008 R2
2007 SP2
V2 and V3
2010
2011 and R2
vNext
CY 2008 2009 2010 2011
2007 R3