System Center Service

Manager 2012 Overview

Damir Dizdarevi
Logosoft d.o.o.
Sarajevo

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About me

Systems designer and trainer @ Logosoft

MSCommunity BiH country leader
MCSE,MCTS,MCITP,MCT
MVP : Management Infrastructure
Author of several MOC courses (Windows
Server, Exchange Server,System Center 2012)
Technical articles in Windows ITPro
ddamir@logosoft.ba
www.mscommunity.ba/blogs/ddamir

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Agenda
Service Manager 2012 in private cloud
infrastructure
Components and Deployment
Service Manager connectors
Services and objects provided by Service
Manager
Scenario review
Q&A

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Self Service

App Controller

App
Owner

Service Delivery & Automation

System Center Helps Deliver

IT as a Service
Configur
e
Deploy

Orchestrator

Servic
e
Model

Service Manager

Public Cloud

Virtual Machine Manager

Operations Manager
Configuration
Manager
Data Protection
Manager

Private
Cloud

Virtu
al

Service Manager

DC
Admi
n

Monitor
Operate
Physica
l

Application Management

Service Delivery &

Automation

Infrastructure
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Management

Delivering IT Services Consistently

Self
Service

System
s
Automatio
n

Service
Consumer

Process
es

Standardizat
ion

Service
Provider

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System Center Service Manager 2012 Features

IT Service
Managemen
t
Incident
and
Problem
Managem
ent
Change
and
Release
Managem
ent
Service
Request
Fulfillment
Service
Level
Agreemen

IT-as-aService
Selfservice
Portal
Service
Catalog
Role-based
offerings

System
Center
Integration
New
connectors
to VMM &
Orchestrat
or
Improved
connectors
to OM, CM
& AD
Orchestrat
or
runbooks
VMM
Private
Cloud
integration

Business
Intelligence
System
Center
Data
Warehous
e
OLAP
support for
reporting
and
drilldown

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Scope of Service Manager 2012

Major Investment Areas

Incremental Improvements

Incident SLA
Parent/Child Work Items
AD Connector
Improvements
PowerShell
Subscription Infrastructure
Parallel Activities
Performance
Improvements
Bug Fixes

Service Requests
Self-Service Portal
Release Management
Data
Warehouse/Reporting
Orchestrator/VMM
Integration

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Service Manager 2012

The Power is in the Integration

Self Service

Service Level
Management

Compliance
and Risk

Incident and Problem

Portal

SCOM
SCOM 2007
2007
SCOM
SCOM 2012
2012

CMDB

Data Warehouse

Orchestrato
Active
Orchestrato
Active
rr
Directory
Directory
SCVMM
SCVMM
2012
2012
CONNECTORS
CONNECTORS

Asset
Management
(Provance)

Service Request

SERVICE
MANAGER PLATFORM
Knowledg
Authorin
e Base

SCCM
SCCM 2007
2007
SCCM
SCCM 2012
2012

Change and
Release

IT Business
Intelligence
(OLAP)

Workflow
s

CSV
CSV

Exchange
Exchange
2007
2007
Exchange
Exchange
2010
2010

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Prerequesites for Service

Manager 2012

Hardware requirements :
Dual core CPU running at 2.6 GHz
Minimum of 8 GB of RAM for production
10 GB of free space on hard disk drive

Software requirements:
.NET Framework 3.5 SP1
ADO.NET Data Services Update for .NET Framework 3.5
SP1 for Windows Server 2008 R2
Windows PowerShell 2.0
Microsoft Report Viewer Redistributable
Supported version of SQL Server 2008
Supported versions of SharePoint Server
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Service Manager Components

Service Manager management server

Service Manager console
Service Manager database
Server Manager data warehouse management
server
Data warehouse database
Self-Service Portal

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Terminology
Service Request:
Work item used for requesting standard IT services

Request Fulfillment:
Process for managing Service Requests

Service Catalog:
The set of service offerings and request offerings provided
by IT to users

Request Offering
Request offered by IT to users (e.g., Request mailbox
storage increase)

Service Offering:
Service offered by IT to users including request offerings,
SLA & cost/chargeback details (e.g., Mailbox Provisioning)

Technical Service (Service Maps):

IT-facing service containing a configuration item dependency
map supporting incident & change management scenarios
(e.g., Exchange, Active Directory)
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Service Manager connectors

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Active Directory Connector

The Active Directory connector allows you to import Active
Directory objects into the Service Manager database

The Active Directory connector imports all domain objects,

or only those objects based on a filter
You can map Active Directory security groups to Service
Manager user roles
Active Directory objects become configuration items in
Service Manager
You can view the imported objects in the Service Manager
console

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Configuration Manager
Connector
The Configuration Manager connector allows you to import
configuration data from Configuration Manager 2007 SP1,
Configuration Manager 2007 R2, and Configuration Manager
2012

The hardware and software Configuration Manager objects

become configuration items in Service Manager
You can use configuration baselines to create incidents
You must complete the data warehouse registration process
before creating this connector
You can also collect mobile device data

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Operations Manager Connector

Configuration item (CI) connector :

Imports objects discovered by Operations Manager into
the Service Manager database
Requires you to import Operations Manager
management packs into Service Manager before you
create this connector
Synchronizes according to a schedule
Alert connector:
Automatically creates incidents based on alerts imported
from Operations Manager
Supports Windows Azure
Does not import user information
Allows you to create alert-routing rules

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Orchestrator Connector
Orchestrator uses procedures called runbooks to automate
resource creation, monitoring, and deployment

Imports runbook objects into the Service Manager database

Allows Service Manager to invoke Orchestrator runbooks
through the use of workflows
Allows you to map activities from service requests to
runbook activities

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VMM Connector
The VMM connector allows you to import objects such as
clouds, templates, and virtual machines, into the Service
Manager database

You can import objects directly from VMM or by using the

Operations Manager Configuration item connector
Service Manager uses Virtual Machine Manager objects for
service offerings

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Request Offerings
Offering created by IT service provider that consumers
access and complete form from the Service Catalog
Related to a Service Request
Contains user prompts for input data
Free text entry
List
Query-based list
True/False
Maps user prompts to default values and activity automation
activities

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Service Offering
Work Item used to identify and classify standard IT services
Contains one or more Request Offerings
Consistent delivery of service-related details including:
Knowledge articles
Service level agreement information
Cost and chargebackrelated information

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Service Request Fullfillment

Service requests are requests for existing, preauthorized
services and features

Service Manager treats each service request as a work item

End users create service requests in Service Manager by
accessing the service catalog on the Self-Service Portal or
by email
Administrators use the Service Manager console to review
and approve activities related to service requests

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Out of the box Service &

Request Offerings
Service &
Request
Capability

Scope

Request
Management for
Private Cloud
capacity

Best practice knowledge, automation and

service catalog offerings to support the
provision of and change to private cloud
capacity and resources.

Request
Management for
Virtual Machines
within Private
Clouds

Best practice knowledge, automation and

service catalog offerings to support the
request and provision of virtual machines
within a Private Cloud

System Center Cloud Services Process

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Service Manager Enables SelfService

Reports &
E-Mail &
Dashboards

Other Clients

Portal

Excel

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IT as a Service

Portal
Silverlight web parts hosted in
SharePoint Foundation 2010 or
higher
Customize out-of-box web parts
using SharePoint admin tools

Service Catalog
Services offered by IT scoped
by role-based security
Users fill out form to create
service requests
SR templates capture
repeatable processes
Dynamic forms, flexibility no
coding required
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Self Service through Service

Catalog
CONTROLLED
EMPOWERMENT
Translate business
language into IT
language. Requests
are defined to capture
information required
to fulfill the specific
request manually or
via automation.

ROLE-BASED
Offerings are
delivered based on
users role in the
organization.

SIMPLIFIED PORTAL
Service catalog
designed for easy
navigation.

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Incident Management
An incident is a nonstandard event that
interrupts service, or reduces service quality for
one
or more users
Escalations

Notifications
Parent and child incident settings
Priority calculations
Target resolution time
Prefixes
Length of time a closed incident
remains in the
database

Customizable templates
Knowledge & History
Automatic incident creation
Desired Configuration Monitor (DCM) errors
Operations Manager alerts
Inbound Email
Portal

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Incident Management Process

Document the
process
Visualize the
process
Map the process
Record

Tier 1
Ye
s

Resol
ved

Record

No
Class
ify /
Rout
e

HR
Apps

Ye
s

Esca
late

No Continue

Troublesho
oting

Record

Data
Center
Alerts

SOURCES

Closure

RECORD

Tier
2
CLASSIFICA
TION
ROUTING

QUEUES
TRIAGE

RESOLUTI
ON
ESCALATI
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ON

Problem Management
A problem is a recurring event, typically based
on incidents, with a root cause that must be
determined
and
eliminated

Problem creation from

similar incidents
Link Incidents and Change
requests to problem
Auto resolution of Incidents
linked to the Problem
Category
Impact and Urgency
Action Log
Related Items
Status

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Change Management
Minimize errors and reduce risk
Typical Change Models
Standard, Major, Emergency
Review and Manual activities

Customizable Templates
Workflows and Notifications
Analyst Portal
Approvals via Web

Relate Change Requests to

Incidents, Problems and
Config Items

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Knowledge Management
Knowledge management provides accurate and reliable
information through an internal knowledge base made up
of knowledge
Knowledgearticles
articles
Customer, Partner, and
Analyst authored content
Local content and links to
external content
End User and Analyst
Sections
Ratings

Knowledge Search
Full text, keywords,
categories
Related incidents, change
requests, problems

Console and Web

interfaces
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Release Management

Release : A collection of one or more changes

that includes new and/or changed configuration
items that are tested and then introduced into
the production environment
Release Management :
Occurs after you receive approval through
the change management process
Ensures that changes are tested and are safe
to deploy
Uses release records to define the sequence
of parallel, sequential, and individual actions
that are required for a release

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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
Multiple calendars

Notifications
Views / Forms
Email notifications on
warning and breach
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Service Level Agreements

Calendars
Business hours
Holidays
Multiple calendars

Service Level Metrics

In the box
Incident and Service Request

Define your own time

based metrics

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FIM & SM Integration

Service Manager: central hub for requests, orchestrating work between
people/process/systems, and tracking history for compliance & auditing
Forefront Identity Manager: automation of identity management
processes including identity synchronization, certificate and password
management, and user provisioning
Both products enable different aspects of self-service, which
dramatically reduces the cost of supporting users

Identity Manager

Service Manager

Password Reset

Group Membership

Incident & Change

Management
IT Process
Automation
CMDB

AD Data
Management

Data Warehouse /
Reporting

User Provisioning

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FIM and Service Manager can be

Integrated

Scenarios: User provisioning, password reset, AD group

membership

End User
Desktop
FIMContractor Provisioning
Client
Approva
ls
SelfAutomated
FIM
2010
Service
Change
Password
Portal
Reques Web
WF
Reset
Servic
t
FIM
Service
HR
e
FIM Sync
DB
Assisted Password Reset
Service
Service

AD Group
AD DS Membership

FIM CM

Service
Manager
SM
Console

UI
Management
Pack
for FIM
Automation
CMD
B

DW

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Scenario Summary

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Standardize Offerings
SERVICE OFFERINGS
Define the services
that IT will deliver to
its consumers.

Cloud
service
s
Server
service
s
Storag
e
service
s

Request
new VM
Request
to extend
VM
Decommi
ssion
VMs

REQUEST
OFFERINGS

Specify requests
available for each
service and what
information will be
required to fulfill each
request.

Request
Template

AUTOMATION
Define the supporting
organizational
activities needed to
deliver on the request
and ensure
traceability and
compliance.
Processes

Cost and SLA

information

Assignment

Knowledge
articles

Notification

Input values

PUBLISHED TO THE SERVICE CATALOG

Approval
Systems
automation

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Scenario: Automated Self-Service

Cloud Requests

Import
Runbooks

Publish to
Configure
Service
Catalog
Request Offering

Service
Provider

Request
Private
Cloud
Capacity

Provisionin
g Runbook
Invoked

Monitor for
Private Cloud
capacity
Created and
Deployed

Consume
r

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preko profila na spletnem portalu konference www.ntk.si.

Najlepa hvala!

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