Service Manager: The Shining

Star in System Center 2012

March 2013

Quick Facts

About Us

• 23rd Year

• Grand Rapids & Royal Oak

• 30 Staff

Approach

• Vendor Independent

• Non-reseller

• Professional Services Only

Partnerships

• Microsoft Gold

• VMware Enterprise

• Citrix Silver

• Cisco Premier

• Novell Gold

Microsoft Gold Partner

Competencies

Four Gold

Eight Silver

Successes

Customer

Excellence Award

Virtual Technical

Specialist (VTSP)

Managed Partner

Numerous Partner

Awards

Pinpoint

Microsoft’s official partner directory

5-star rating

Expertise

Get Social with C/D/H

facebook.com/cdhtech @cdhtweetstech

www.linkedin.com/company/cdh

Your Presenter

Jason Cooper Consultant MCSE: Private Cloud

MCITP:EA | VCP | CCEA

JasonC@cdh.com

Agenda

• What Is SCSM

• Lining Up SCSM

• Preparing for Installation

• After Installation

• Integrating With System Center

Poll 5

System Center

Service Manager

• ITIL / MOF Aligned IT Processes Incident, Problem, Change, Knowledge Management - CMDB

• Integrations with SC2012 Suite OpsManager, ConfigMgr, Orchestrator, VMM

• Integration with Microsoft Infrastructure Exchange, Active Directory, SharePoint, Project, Azure

• User Self Service Catalog Driven by Workflows and Orchestrator Runbooks

• New in SP1: Cost Center Chargeback SQL 2012 & OLAP, Windows 8 SSP Support

System Center

Service Manager

Stacking Up SCSM

• There are NO LEADERS

• SCSM hasn’t made it to

“the quadrant”*

• Big players are BMC,

ServiceNow, LANDesk,

IBM, CA

• Deployment is highly

provider focused

*Do you really care?

SCSM: Perspective

• Biggest strength is the suite

• Green field: for better or worse

• Single pain of glass…

• Designed for scale

• Console is not elegant

SCSM: Deployment Planning

http://www.benchmarklearning.com/Courses/CrsDetail.aspx?C=MI55009

SCSM: Server Roles

• Management Server

• SQL Server : CMDB

• Data Warehouse Management Server

• SQL Server: DW

• Self Service Portal

• Service Manager Console

SCSM: Server Roles

Source: SCSM Infrastructure Planning and Design Guide

http://go.microsoft.com/fwlink/?LinkId=245470

SCSM: Resources

• TechNet http://technet.microsoft.com/en-us/library/hh519640.aspx

• Infrastructure Planning and Design Guide http://go.microsoft.com/fwlink/?LinkId=245470

• Service Manager Sizing Helper http://go.microsoft.com/fwlink/?LinkId=186291

• Service Manager Team Blog http://blogs.technet.com/b/servicemanager

• Microsoft System Center 2012 Service

Manager Cookbook http://www.amazon.com/Microsoft-System-Service-Manager-Cookbook/dp/1849686947

• http://scsm.us

SCSM IPD Guide

Source: SCSM Infrastructure Planning and Design Guide

http://go.microsoft.com/fwlink/?LinkId=245470

Service Manager Sizing Helper

Source: SCSM Job Aids

http://go.microsoft.com/fwlink/?LinkId=186291

After Installation

• Establish Process

• Customize Lists

• Author Templates

• Runbook Automation

• Authoring Tool

• Integrate System Center Suite

• Third Party Offerings

Integrating With System Center

• Configuration Items – Active Directory

– Operations Manager

– Configuration Manager

• Incident Management – Operations Manager Alerts

– Exchange Connector

• Activity Management – Orchestrator is a two-way street

Third Parties

• Cireson SCSM Total Management Suite http://www.cireson.com

• GridPro Web Front for SCSM

GridPro Mobile http://www.gridpro.se

• Provance IT Asset Management Pack http://www.provance.com/en/Products/Software_Asset_Management.html

• More…

April

9 • Multiplatform Development

Web/Lunch Series

April

17 & 18 • SharePoint Executive Roundtable

April

24 • SCOM: The Unsung Hero of the System

Center Suite Web / Lunch Series

May

1 & 2 • Best of MMS

Upcoming Events

Royal Oak 306 S. Washington Ave.

Suite 212

Royal Oak, MI 48067

(248) 546-1800

Grand Rapids 15 Ionia SW

Suite 270

Grand Rapids, MI 49503

(616) 776-1600

Thank You

www.cdh.com