Embed Size (px)
DESCRIPTION
Citation preview
Agenda
• Introduction to System Center - Service Manager
• How Service Manager + Cireson delivers complete IT service management
SCSM Overview
Platform
CMDB DW Workflow .NET API Notifications Console & Forms Security
IT Service Management Solutions
Incident & Problem ManagementService Request FulfillmentChange & Release ManagementConfiguration Management
Knowledge ManagementSelf-service ReportingSelf-service PortalService Catalog
ConnectorsSystem Center – Configuration ManagerSystem Center – Operations ManagerSystem Center – OrchestratorSystem Center – Virtual Machine ManagerActive DirectoryExchange
Value of Service Manager
CMDB•Store everything you care about in one “master” location•Provide data to other systems and automation•Integrate data via connectors from other systems
Work Item Management
•Track who is doing what, how long its taking to do it, etc.•Audit trail of changes, releases, approvals, work done, etc.
Self-service Portal
•Provide real-time view into what is going on to customers•Anytime availability to request things from IT•Capture data for requests in a structured way•Access to knowledge base•Browser-based approvals and activity updates
Reporting
•Ad hoc access to data•Long term storage of important data•SQL Reporting Services•Cubes•Extensible data model
IT Process Automation
Platform
•Notifications•Workflows•Orchestrator integration•Exchange integration•SCOM/SCCM integration•AD integration•PowerShell modules
SERVICE MANAGER OVERVIEW DEMO
Value: It’s a Platform for Partners!• Service Manager Gaps
• Self-service portal has many issues• No analyst browser interface • No asset lifecycle management• No connector to Service Management Automation (SMA)• No integration with Outlook
• Feature gaps
Feature Gaps
No assign to analyst by group
No way to notify end user or analyst when action log is updated
No way to send email ad hoc from the console
No integrated survey capability
No “intake” form
Minimal reports out of the box
No way to auto close work items
Preview panenot useful No unified view of
all my work items
No calendar view of changes and releases
Authoring viewsis limited
Knowledge is in RTF formatNo GUI for importing data
No “toast” notifications
No risk calculator
Time tracking islimited to incidents
Team Cireson’s Mission: Complete IT Service Management with SCSM
Cireson SMA Connector
Service Management Automation (SMA)
• SMA is a component in the Orchestrator setup• Browser-based runbook authoring integrated into the
WAP Admin Portal• Supports requirements for scale and high availability• Import PS modules and create additional modules and
runbooks for existing resources or to connect into 3rd party systems (ticketing system, billing system, etc.)
• Check out the Building Clouds Blog for an Introduction to SMA http://aka.ms/IntroToSMA
SMA Advantages Over Orchestrator
• 64-bit support• Native PowerShell execution and PowerShell 3+ support• Checkpoint/restart inside runbooks• Runbook servers architecture is more scalable• Ability to export selected variables, using the SMART tool• Save drafts• Versioned runbooks• Schedule runbooks• Parallel processing• Text authoring vs. visual designer
PowerShell
Windows Workflow Foundation
Service Management Automation Runtime
Service Management Automation Web Service API
Windows Azure Pack Admin Portal
SMA PowerShell Module/Cmdlets
SMA Architecture
SCSM Workflows
SCSM Console
SMA
Cireson SMA Connector
SCSM–SMA Integration
Key Scenarios
Include a SMA runbook activity in a work item processExample: New AD User service request/request offering
Subscription workflows trigger SMA runbooksExample: Automated incident troubleshooting
Cireson Self-Service Portal
Self-Service Portal Features
• Service Catalog• Make service requests• Report incidents
• View/update requests• Search knowledge base• Approve/reject requests• Update activities assigned to you
Out of Box Portal vs. Cireson PortalOut of Box Portal• Built on SharePoint• Requires Silverlight• Limited style customization• Lots of clicks and scrolling• Service catalog, my requests,
knowledge base• Poor performance/scale• Doesn’t work on x-plat/mobile• Internet-facing not supported• Windows-integrated auth only
Cireson Portal• No SharePoint required• HTML 5, No Silverlight• Complete style customization• Minimal clicks and scrolling• Service catalog, my requests,
knowledge base + analyst portal• Excellent performance/scale• Works on x-plat/mobile• Internet-facing supported• Windows-integrated/forms auth
DEMO: AUTOMATED SELF-SERVICE REQUEST FULFILLMENT
Paul’s slides here…
Cireson Roadmap• Q1
• Updates to 9 products• Major updates to Asset
Management and Outlook console
• 3 free new products• Action Log Notify• Time Tracker• Advanced Send Email
• Self-Service Portal• SMA Connector• Analyst Portal
• Q2• Updates to products• Major update to self-
service portal and analyst portal
• Add asset management to portal
• Bar code scanning app• HTML knowledge base
• Beyond…• Lots more things to come!
Questions & Discussion
Travis WrightDirector, Product ManagementCireson
[email protected]@radtravis
Paul SuttonDirector, SalesCireson
Please evaluate the session before you leave
Use layouts with this backgroundfor generic text
Use layouts with this background for software code
