PEOPLE PROCESS TECHNOLOGY

AUTOMATE OPTIMIZE SIMPLIFY

INTEGRATED EFFICIENT BUSINESS ALIGNED

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

ASSET MANAGEMENT

PROVANCE

SELF SERVICE

IT BUSINESS INTELLIGENCE

COMPLIANCE AND RISK

IT ANALYST

Incident and Problem Change

PortalWorkflow

Knowledge Base Data WarehouseCMDB

Authoring

Integrated System Center CMDB

System Center common schema

Common schema across System Center

Object model is based on Operations Manager

IT assets are represented as configuration items (CIs)

Incidents, change requests, and problems are represented as work items (WIs)

Configuration Management Database (CMDB) features

Create, update, and view CIs

Create relationships among CIs, WIs, IT staff, and Active Directory® Domain Services (AD DS) users

Automatically track CI change history

Service definition and mapping

Incident Management 75 to 80% of all incidents are caused

by poor change management

Automatic incident creation between Config and Ops Manager

Efficient resolution with knowledge base and history

Ensure accurate and efficient recording with pre-defined templates

33% of customers plan to automate change over the next three years

Change Management

Fill in information quickly using templates

Embed standard processes

Efficiently create change requests

Integrated across System Center

Demonstrate performance

Identify opportunities for service improvements

Data Warehouse repository database

Database Performance

Model data and prune to the right subsets

Built on SQL Reporting services

Model-driven

Data Warehouse: Business Intelligence for IT

Demo – Datacenter IntegrationEliminating costly downtime through auto detection

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

Demo - Empowering the End User

The average cost of a single call is $25 to $30

Self Service Portals reduce calls by 30%

Provision Software

Reset Passwords

Create/view service requests

View announcements

Search/view knowledge base

Demo - Automating ComplianceDCM Integration

INTEGRATED | EFFICIENT | BUSINESS ALIGNED

CorrectiveActions

Actions

GRC

Incident/

Issue

GRC

Problem

GRC

Program Manager

Operations

Engineer

Dashboard

TakeAction

Map Control Objectives

RecordResult

ValidateSettings

Implement Procedure

Detect Failure

Ma

nag

ing

Co

mp

lia

nc

e

Provide Audit

Change

Control

Activities

Config

SettingsMonitorProcess

Controls

Summary – Service Manager 2010On Track for 1H 2010 RTM!

Public SDK

Tools for IT and Dev

Connectors

Incident and Problem

Change