system center service manager whitepaper
TRANSCRIPT
8/9/2019 System Center Service Manager Whitepaper
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MicrosoftCorporation
Published:April2008
ExecutiveSummary
TheServiceDeskfunctionistheprimarypointofcontactbetweenendusersandtheITorganizationor
serviceprovider.Itsprimarygoalisoftendescribedastorestoreservicetoandtofulfillrequestsfromusers
asquicklyaspossible.However,bestpracticesuggeststhattheServiceDeskbegivenabroaderrolebeyond
thatofatraditionalHelpDesk,arolethatspanstheprocessesofincident,problem,change,andassetandconfigurationmanagement.
Organizationsfacethreekeychallengesastheyadoptthisbroaderapproach:
1) TraditionalServiceorHelpDeskproductsandtechnologiesareinflexible,requiringexpensiveand
timeconsumingcustomizationsthatslowdowntheadoptionofnewercapabilities
2) SomeproductslackintegrationofServiceDeskfunctionalityintoabroadersetofITmanagement
productsandcapabilitiessuchasoperationalmonitoringandautomatedconfiguration
management
3) Stillotherproductslackdirectsupportfortheadoption,integrationandoptimizationofprocesses
thatareprimarilydrivenbybestpracticeframeworkssuchasMicrosoftOperationsFramework
(MOF)andITIL®.
SystemCenterServiceManager,scheduledforreleaseinearly2010,isbeingdesignedtohelporganizations
dealeffectivelywitheachofthesethreechallenges.
ThiswhitepaperoutlinesthevisionforServiceManageranditsplannedcapabilities.
SystemCenterServiceManagerVisionandPlannedCapabilities
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
©2006MicrosoftCorporation.Allrightsreserved.Thisdocumentisdevelopedpriortotheproduct’srelease
tomanufacturing,andassuch,wecannotguaranteethatalldetailsincludedhereinwillbeexactlyaswhatis
foundintheshippingproduct.Theinformationcontainedinthisdocumentrepresentsthecurrentviewof
MicrosoftCorporationontheissuesdiscussedasofthedateofpublication.BecauseMicrosoftmustrespond
tochangingmarketconditions,itshouldnotbeinterpretedtobeacommitmentonthepartofMicrosoft,
andMicrosoftcannotguaranteetheaccuracyofanyinformationpresentedafterthedateofpublication.The
informationrepresentstheproductatthetimethisdocumentwasprintedandshouldbeusedforplanning
purposesonly.Informationissubjecttochangeatanytimewithoutpriornotice.Thiswhitepaperisfor
informationalpurposesonly.MICROSOFTMAKESNOWARRANTIES,EXPRESSORIMPLIED,INTHIS
SUMMARY.
Microsoft,ActiveDirectory,Windows,theWindowslogo,andWindowsServerSystemareeitherregistered
trademarksortrademarksofMicrosoftCorporationintheUnitedStatesand/orothercountries.
ITIL®isaRegisteredTradeMark,andaRegisteredCommunityTradeMark,oftheOfficeofGovernment
Commerce(OGC)andisregisteredintheUSPatentandTradeMarkOffice.
Allothertrademarksarepropertyoftheirrespectiveowners.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
Contents
ServiceManagerOverviewandProductVision..............................................................................................................4 Comprehensive,Easytouse,andCustomizableServiceDeskCapabilities................................................................ ....5 ACentralIntegrationPointforITServiceWorkflowsacrossSystemCenter............................................................. ....6 Built-inSupportforServiceManagementFrameworksincludingMOFandITIL®.....................................................7
ServiceManagerPlannedProductCapabilities..............................................................................................................7 UserFunctionality.................................... ........................................ ....................................... ........................................ ........................7 IncidentManagement.................................. ........................................ ....................................... ......................................... ..........7 ProblemManagement................................. ........................................ ....................................... ......................................... ..........8 ChangeManagement................................... ........................................ ....................................... ......................................... ..........8 AssetandConfigurationManagement................................... ....................................... ........................................ .................9 EndUserSelf-Service.................................... ........................................ ....................................... ......................................... ..........9 ServiceDeskPerformanceReporting....................................... ....................................... ........................................ .................9
PlatformComponents.......................................................................................................................................................................10 Connectorframework.................................................................................................................................................................10 Workflowengine...........................................................................................................................................................................10 Webconsole................................. ........................................ ....................................... ......................................... ...........................10 Self-serviceportalwebsite.........................................................................................................................................................10 CommonDataWarehouseandReportingInfrastructure............................................................................................10 ConfigurationManagementDatabase(CMDB)...................................... ........................................ ..................................11 KnowledgeBase....................................... ......................................... ....................................... ........................................ ..............11
GettingStartedwithServiceManager...........................................................................................................................12
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 4
ServiceManagerOverviewandProductVision
MicrosoftSystemCentersolutionshelporganizationsmanagetheirITenvironments,fromphysicaltovirtual,
acrossdesktops,devicesanddatacenters.TheSystemCenterfamilyofproductsisdesignedtoprovidea
singlewindowintoITservicestoallowproactiveplanning,deployment,management,andoptimization
acrossITplatforms.SystemCentersolutionscaptureandaggregatepracticalknowledgeaboutinfrastructure,policies,processes,andbestpracticessoITprofessionalscanbuildmanageablesystemsandautomate
operationstoreducecosts,improveapplicationavailability,andenhanceservicedelivery.
ServiceManagerwillextendtheSystemCenterfamily’scapabilitiesbyaddingacomprehensive,easytouse
andcustomizableServiceDeskproduct.ToensureServiceManagerenhancesthesupportoptimization
effortsofitscustomers,workflowsintotheproductthatdirectlysupportservicemanagementbestpractices
suchasthosefoundinMicrosoftOperationsFramework(MOF)andITIL®1.ServiceManagerisbeingbuilt
uponaprovenandextensibletechnologyinfrastructuresharedacrosstheSystemCenterfamily.Thiswill
enableworkflowintegrationacrosstheSystemCenterfamilyofproducts,andwillensuretheServiceManager
productcanbecustomizedtosupportanorganization’sspecificprocessesandrequirements.
Keytechnologiesintheproductinclude:
AworkflowengineforautomatingallorportionsofITprocessesandintegratingSystemCenter
solutions
Acommondatawarehouseandreportingplatformforintegratingbusinessintelligenceinformation
acrossSystemCenter
AconnectorframeworktosupporttechnologyintegrationacrossSystemCenter,otherMicrosoft
products,andcommonindustrymanagementtools
AConfigurationManagementDatabase(CMDB2)tosupportthemanagementofinformationabout
ITservicecomponentsandhowtheyrelatetooneanother
Aself-serviceportaltoprovideendusersaccessaninterfacetoITandreducehelpdeskcallvolume
byenablinguserstohelpthemselves.Aknowledgebasetocaptureandsharepracticalknowledge
forITprofessionalsandendusers
ThevisionforServiceManageristoachieveeachofthefollowinggoals:
1) Comprehensive,easytouse,andcustomizableServiceDeskcapabilities
2) CentralintegrationpointforservicemanagementworkflowsacrossSystemCentersolutions
3) Built-insupportforservicemanagementbestpracticeframeworkssuchasMOFandITIL®
Thesegoalsareexploredinmoredetailinthepagesthatfollow.
1FormoreinformationonITIL®,visitwww.itil-officialsite.com.FormoreinfoonMOF,visitwww.microsoft.com/mof .
2ACMDBisadatabaseusedtostoreinformationoncomponentsofITServices(knownasConfiguration
ItemsorCIs)includingattributesofCIandrelationshipswithotherCIs.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 5
Comprehensive,Easytouse,andCustomizableServiceDeskCapabilities
EachmemberoftheSystemCenterfamilyofproductsisdesignedtohelpITProfessionalsbetterserveusers
andthebusinessbyautomatingkeyservicemanagementcapabilities.SystemCentertodayprovidesawide
rangeofcapabilitiesthatsupportITProfessionalsincarryingoutservicemanagementtasks,including:
EndtoendservicemonitoringandcontrolwithSystemCenterOperationsManager
AutomatedconfigurationmanagementwithSystemCenterConfigurationManager ContinuousprotectionandreliabledatarecoverywithSystemCenterDataProtectionManager
DynamicvirtualandphysicalmachinemanagementwithSystemCenterVirtualMachineManager
Asshowninthefigurebelow,ServiceManagerwillintegratewithandextendthesecapabilitiesthroughthe
additionofkeyServiceDeskfunctionality,includingenduserself-service,incidentmanagement,problem
management,changemanagement,andassetandconfigurationmanagement,andreporting.
Figure1:SystemCenterServiceManagerSolutionArchitecture
WhileexistingServiceDeskproductsoffersomeofthesefeatures,ServiceManagerwilldifferentiateitselfby:
EnablingintegrationacrossSystemCentersolutionsandothercommonindustrymanagementtools
DeliveringcoreServiceDeskfunctionalitywithworkflowsintegratedacrossSystemCentersolutions
Makingcustomizationastraightforwardprocesswithoutchallengesinfutureversionsorupdates
Providinganeasytouseandintuitiveexperienceforallusertypes
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 6
ACentralIntegrationPointforITServiceWorkflowsacrossSystemCenter
TodayMicrosoftSystemCenterdeliversintegratedmanagementcapabilitiesthatspanfromthedesktopto
thedatacenter,fromphysicaltovirtualresourcesanddoessoviaaknowledgedrivenapproach.Service
Managerwillextendthisapproachbyprovidingacentralpointofintegration,notonlyintermsofaplatform
level,technologicalintegration,butalsobyincorporatingintegratedworkflowsessentialtotheoptimizing
servicedeliveryandoperations.ThesamplescenariothatfollowshighlightshowServiceManagerintegrates
workflowsacrossSystemCenter,takingtimeandcostoutofservicemanagementprocesses.
AsServiceManagerwilluseintegratedandproveninfrastructurecomponentsfromacrosstheSystemCenter
family,thislevelofworkflowintegrationwillbedelivereddirectlywiththeproduct,ratherthanrequiring
additionalintegrationwork.FurtherintegrationwithotherMicrosoftproductsandcommonindustrymanagementtoolsisplannedviaManagementPacksandConnectors.
Toaccommodatethespecificrequirementseachorganizationwillhave,ServiceManagerwillbeextensibleby
customersandpartnersusingthesameplatformcomponentsusedtodevelopthebaselinefunctionalityof
theproduct.MicrosoftpartnersareplanningtofurtherextendServiceManager’scapabilitiesbycreating
ProcessManagementPacks.Thesewillbesimilar,bothintermsofdesignanddelivery,toOperations
ManagerMonitoringManagementPacksandConfigurationManagerConfigurationManagementPacks,and
willaddsignificantcapabilitiestoacustomer’sdeployment.
SampleScenario:IntegratedIncidentWorkflowacrossSystemCenterOperationsManager,ConfigurationManager,andServiceManager
WhenaapplicationservicemonitoredbyOperationsManagerstopsunexpectedly,OperationsManagerwilldetect
theapplicationfailureandgenerateanalert.Thealertwillbeautomaticallyconvertedintoanewincidentin
ServiceManagerandassignedtoanIToperationsanalyst.TheanalystwillusetheServiceManagerconsoleto
opentheincidentticketandviewtheknowledge(providedbyOperationsManager)usefulinhandlingthiskindof
incident.Theknowledgewillinstructtheanalysttofirsttrytorestarttheservicebyclickingonthetasklink
provided.TheanalystwillthensubmitthetaskthroughtheOperationsManagerinfrastructuretotheagentmanagingtheserverwheretheWindowsservicestoppedunexpectedly.Theresultsoftryingtorestarttheservice
willthenbereturnedtotheuserintheServiceManagerconsole.Inthiscasetheincidentwillnotberesolved
becausethetaskfailstostarttheservice.Tofurtherdiagnosetheincident,theanalystwhilestillintheService
ManagerconsolewillpivottoviewtheperformancedataandeventscollectedbyOperationsManager.After
furtherinvestigationandsearchingtheknowledgebaseprovidedbyServiceManager,theanalystwillthen
determinethattheincidentistypicallycausedbyamissingsoftwareupdate.WhilestillintheServiceManager
console,theanalystwillthenpivottoviewthesoftwareandupdatesinstalledontheserverasreportedby
ConfigurationManager.Afterconfirmingthattheupdateisinfactmissing,theanalystwillcreateanew
emergencychangerequestrelatedtotheincident.Theanalystwillthenaddareviewactivitytogetapprovalfrom
theEmergencyChangeAdvisoryBoardandanautomatedactivitytoaddthecomputertotherightcollectionin
ConfigurationManagersothatthecorrectsoftwareupdateswillbeautomaticallyappliedoncetherequestis
approved.TheEmergencyChangeAdvisoryBoardwillthenbenotifiedimmediatelyandinthiscasewillapprove
theChangeRequest.TheautomatedactivitywillimmediatelystartandcommunicatewithConfigurationManager,puttingthecomputerintherightcollection.ThesoftwareupdatewillthenbeappliedbyConfiguration
Manageratthenextopportunity.Whenthechangerequestiscompleted,theanalystwillbenotifiedviaemail
automatically.Theanalystwillthenagaintrytostarttheservicebyrunningthetask.Thistimetheresultwillbe
successfulandtheOperationsManageralertandcorrespondingServiceManagerincidentwillbeautomatically
resolved.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 7
IncidentManagement:managing
Incidents(instancesofunplanned
interruptionstoorreductioninthe
qualityofservices)end-to-end
throughouttheirlifecycle,withthe
primaryobjectiveofrestoring
servicetousersandfixingerrorsin
theinfrastructureasquicklyas
possiblesoastominimizenegative
businessimpact.
Built-inSupportforServiceManagementFrameworksincludingMOFandITIL®
OneofthekeymotivationsforshiftingfromatraditionalHelpDesktoabroaderServiceDeskapproachisto
improvethedeliveryofservicestoendusers.Whiletechnologyhasaclearroletoplay,meetingthis
challengeisclearlynotsomethingtechnologyalonecansolve.Intheend,ITprofessionalssupportand
deliverservices.TooptimizeITservices,organizationsoftenutilizetheirownprocessesbasedguidancefrom
servicemanagementframeworkssuchasMOFandITIL®.Automation,integrationandcustomizationofthese
servicemanagementprocessesworkflowsareakeyfactorinsuccess.
ServiceManagerisdesignedwithkeyprocessworkflowsthatsupportMOFandITIL®builtdirectlyintothe
product.ServiceManagerwillprovidedirectsupportforkeyprocessesforincident,problem,assetand
changemanagement,ensuringthateachactiontakenintheseareascomplieswiththebestpractices
recommendedintheseframeworks.Aseachimplementationoftheseframeworksisuniquetotheprocesses,
technology,andstructureoftheorganizationconcerned,ServiceManagerwilldelivertheabilitytoeasily
customizeworkflowsandprocesses.
ServiceManagerPlannedProductCapabilities
ServiceManager’splannedcapabilitiescanbeviewedastwoseparatebuttightlyintegratedareas:user
functionalityandplatformcomponentssupportingthisfunctionality.Thesectionsthatfollowlistand
describeServiceManager’splanneduserfunctionalityandtheplatformcomponentsthatsupportit.
UserFunctionality
IncidentManagement
ServiceManagerwillsupporttheIncident
Managementprocessbyprovidingout-of-the-
boximplementationofcoreITIL®/MOF
functionality.Theproductwillhelpreducecall
handlingtimebyproviding:
Instantaccesstorelated
configuration,assetandsystem
healthinformation.
TheabilitytomaptheServiceDesk
systemtothebusinesswithuser-
definedqueues,servicelevelmetrics,
andescalationpolicies.
Built-inperformancedashboardsand
trendingreportsfortrackingofteamand
overallprogressinrelationtobothincidentsand
performancegoals.
AsingleunifiedsearchenginedesignedtohelpServiceDeskanalystsfindanswersquicklyand
accuratelywithindisparateknowledgestores.
Automaticincidentcreationandrouting,from
servicesmonitoredbyOperationsManager2007andConfigurationManager2007,enablingthe
trackingofresolutionofone-timeandrecurringincidentsusingproblemrecords.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 8
ProblemManagement:isolating
andeliminatingtherootcauseof
problems(theunknownunderlying
causesofoneormoreIncidents),
providinginformationonproblems
andknownerrors,preventing
incidentsfromhappeninginthe
firstplace,andminimizingthe
negativebusinessimpactofthose
thatdo.
ChangeManagement:minimizing
thebusinessdisruptionofchanges
(additionandremovalof,and
modificationstoITservicesand
theircomponents),andensuring
that,“whatchanged?”canbe
traced.
ProblemManagement
InServiceManager,auserwillbeabletoeasilycreate
anewproblemrecordfromanincidentorattach
anincidenttoanexistingproblem.Anactionlog
willbeusedtocapturetheactionstheITteam
hasundertakentodiagnoseandresolvethe
problem.
Analystswillbeabletomarkproblemrecords
asknownerrorstomakethemmorevisibleto
otheranalyststryingtoresolveincidents.This
willreducetheamountoftimespent
investigatingerrorssinceananalystwillbe
abletosimplylinkincidentstoaproblem,for
example,linkingmultiplenetworkoutage
incidentstoanetworkswitchbeingunavailable.
ChangeManagement
ServiceManagerwillsupporttheChangeManagement
processby:
AccuratelycreatingRequestsforChange
(RFCs3),includingallrequireddetailssuch
asthereason,priority,andimpactofthe
change,aswellaslinkstoaffected
ConfigurationItems(CIs)4.
InitiatingRFCsdirectlyfromincidents,fillinginRFCinformationquicklyusing
pre-definedtemplatesforcommontypes
ofRFCs.
Providingconfigurablereviewstagesand
manualorautomaticactivitiesthatgive
structuretoITprocesses.
Allowingmeasurementoftheperformanceand
effectivenessoftheprocess
throughprocess-specificdashboardsandreports.
FeaturingautomaticupdateoftheCMDBviaautomaticdiscoverywhenRFCsarecompleted,
helpingensureitsintegrityasthedefinitiveconfigurationrecord.
3ARequestforChange(RFC)isaformalproposalforaChangetobemade.AnRFCincludesdetailsofthe
proposedChange,andmayberecordedonpaperorelectronically.ThetermRFCisoftenmisusedtomeana
ChangeRecord,ortheChangeitself.
4AConfigurationItem(CI)isacomponentthatmustbemanagedtosuccessfullydeliveranITservice,and
canincludeservices,hardware,software,locations,people,anddocumentation.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 9
AssetManagement:maintaining
thevalueandownershipof
financialassetsandmanagedITcomponents,includingITServices,
hardware,software,sites,people,
anddocumentation)andthe
relationshipsamongthemasthe
basisforfact-baseddecisionsand
actionandcontrolofITservices
andcosts.
EndUserSelf-ServicePortal:acentralized,easy-to-useinterface
foruserstoobtaininformation,resolveincidents,andfulfillrequeststhemselves,withoutrequiringtheinterventionofServiceDeskanalysts,resultinginareductionincallstotheServiceDesk.
AssetandConfigurationManagement
ServiceManagerwillhelpmanageassetswithmore
thanjustinventory.Theproductwillprovide
workflowstohelpITprofessionalsmanagethe
lifecycleofassetsfromprocurementtodisposal,
andtheabilitytorelateCIstoincidents,RFCs,
problems,andknownerrors,providing
integrateddatathatgivesnotjustaclearand
accuratepictureofactualinventoryof
software,hardware,andapplication
componentassets,buthowtheyrelateto
otherkeycomponentsofITservicesand
workflows.Thisinformationwillbe
automaticallypopulatedfromwhatis
discoveredbyOperationsManager,
ConfigurationManagerandActiveDirectory.
ServiceManagerwillincludeCMDBvisualizationand
customizablelevelsofcomponenttracking,providinga
clearviewintotheconfigurationandthe rightlevelofgranularityofinformation.Additionalfeatures
includeCIchangehistory,detailedassetmodels,andcomparisonreporting.
EndUserSelf-Service
ServiceManagerwillfeatureanEndUserSelf-Service
Portalwithkeycapabilitiesincluding:
Acentralized,easytouseinterfaceforend
userstogetinformationonthehealthof
theirservices,relevantannouncements
fromITandthestatusoftheirrequests. ReductionincallstotheServiceDeskby
enablingenduserstoresolvetheirown
incidentsthroughtheabilitytosearch
theknowledgebaseandconsultalistof
commonissuesandresolutions.
ReductionincallstotheServiceDeskby
enablingenduserstofulfilltheirown
requests,suchasarequesttoinstallauthorized
applicationssoftware.
ServiceDeskPerformanceReporting
ServiceManager’sintegrateddataandreportingcapabilitieswilldirectlysupportServiceImprovement
Programs.Reportingcapabilitieswillspanincident,problem,change,configurationandassetmanagement.
Asset,changehistory,inventory,andcomparisonreportingwillbebuiltintotheproduct.
Reportingfeatureswillincludetrendreports,ad-hocreporting,performancemetrics,dashboards,all
integratedacrosstheSystemCenterfamilyofproducts.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 10
PlatformComponents
PlatformComponentssupportingSystemCenterServiceManager’scapabilitiesandworkflowswillinclude:
Connectorframework
Workflowengine
Webconsole
Self-serviceportalwebsite
Commondatawarehouseandreportinginfrastructure
CMDB
KnowledgeBase
Thepagesthatfollowoutlinethesecapabilities.
Connectorframework
ServiceManagerwillprovidedataintegrationthroughacommonConnectorFramework.Connectorswill
includethoseforConfigurationManager2007,OperationsManager2007,andActiveDirectory.Partnersand
customerswillbeabletocreatesolutionsforsupportof3rdpartymanagementenvironments.Awizard
basedinterfacewillenableeasyconfigurationofconnectors.
Workflowengine
ServiceManagerwillshareacommonworkflowenginewithSystemCenterOperationsManagerandSystem
CenterEssentials.Customizationwillbeavailabletoensurecustomerscantailorthebestpracticeworkflows
availableinServiceManagertomeettheirspecificneeds.Workflowsforcoreservicemanagementprocesses
includingincident,problem,change,andassetandconfigurationmanagementwillbeprovidedoutofthe
box.ExamplesincludetemplatesandworkflowsforStandard,Minor,Major,Significant,andUrgent
changes,.
TheworkflowenginewillsupporthostingandexecutionofrelevantWindowsWorkflowFoundation
workflowsandPowerShellscripts.Thiswillhelpcustomersleverageexistingworkflowandscriptlibrariesto
quicklyauthornewprocessautomationworkflows.
Webconsole
Theproductwillprovidebrowser-basedaccessforITprofessionals,inadditiontoitstraditionalconsoleaccess
option.Userswillbeabletoviewincidents,changerequests,problems,configurationitems,andsearch
knowledgeconvenientlyovertheIntranetorInternet.Thewebconsolewillusethesamerole-basedsecurity
andauthorizationinfrastructureasthemainadministrativeconsole.
Self-serviceportalwebsite
ServiceManagerwillalsoincludeastandardASP.netwebsitetohosttherelevantSharePointwebpartsthat
willmakeupthewebuserexperiencefortheproduct.Thiswilldeliverasimplesetupandmaintenance
process,andstillallowtheoptionofembeddingself-servicewebpartsinexistingSharePoint-basedwebsites.
CommonDataWarehouseandReportingInfrastructure
SystemCenterServiceManagerwillprovideacommondatawarehousefortheSystemCenterfamilyof
products,enablingintegratedcross-productreporting.Thedatawarehousewillbeextensibletoallownewtypesofworkitemsorconfigurationitemstobestoredforreporting.
Reportingwillbeintegratedintothemainadministrativeconsoleinthesamewayascanbeseenin
OperationsManager2007.LeveragingthecapabilitiesofSQLReportingServices,userswillbeabletocreate
favoritereports,schedulereports,andautomaticallygeneratereportsthataresentbymail,uploadedtoa
SharePointsite,orstoredonafileshare.Userswillbeabletolaunchareportfromthecontextofaparticular
CIorworkitemandruntasksinthecontextofthereportstodrilldownondetailsortorundiagnostics.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 11
ConfigurationManagementDatabase(CMDB)
TheCMDBplaysacriticalroleinensuringconsistencyacrossincident,problem,change,andassetand
configurationmanagementworkflows.ServiceManagerwilluseanenhancedversionofthedatabase
schemausedbyOperationsManagerandSystemCenterEssentials.Thiswillenabletighterintegrationand
betterdatasharingacrosstheSystemCenterfamilyofproducts.Richmodelsofassetsandtheirrelationships
andconnectorsforConfigurationManager2007,OperationsManager2007,andActiveDirectorywillbe
providedout-ofthebox.ServiceManagerwillprovidetheabilitytofederateitsCMDBwithotherSystem
Centerdatastorestoestablishaunified,reconciledviewoftheenvironment.Toallowtailoringtomeetthe
specificneedsoftheorganization,thedatabaseschemawillbeextensiblebypartnersandcustomers.
KnowledgeBase
ServiceManagerwillincludeaknowledgebaseforendusersandITprofessionalswhichwillfeature:
Easyaccesstodetailedexpertknowledgefortroubleshootingandproblemsolving.
TheabilitytoleveragetheMicrosoftProductGroupsandMicrosoftPremierSupportServices
KnowledgeBases.
InclusionofproceduresandprocessesdefinedbyMOF.
Theabilityforuserstocustomizeoraddtheirownorganization-specificknowledgetoService
Manager. Inclusionofknowledgefromothersources,forexample,knowledgefromSystemCenterOperations
Manager,orwebsites,suchasMicrosoftTechNet,throughintegrationswiththeServiceManager
consoleandportal.
AccessibilitybybothITprofessionalsandendusers.
Knowledgebasesearchusingeitherfulltextsearchorspecificcriteria.
ServiceManager’sknowledgebasewillresidewithintheCMDB.Knowledgewillbedeliveredandpopulated
automaticallyinthreeways:viaManagementPackssuchasthoseseeninOperationsManager,viathe
ProcessManagementPacksdiscussedearlierinthispaper,orviamanualentry.
InadditiontosearchingtheknowledgebasestoredintheCMDB,userswillbeabletosearchother
knowledgestoressuchasIntranetSharePointdocumentlibraries,orInternetsitessuchaslive.com,
support.microsoft.com,ortechnet.microsoft.comusingcustomizable“SearchProviders”.Userswillbeableto
provideasinglesearchtermtosearchboththeCMDBknowledgebaseandtheexternalknowledgesources
viatheSearchProvidersatthesametime.Anyknowledgearticle,whetherintheCMDBorinanexternal
source,willbeabletobelinkedtoworkitemsorconfigurationitems.Lastly,bothendusersandIT
professionalswillbeabletoprovidefeedbackonknowledgearticlesandtheproductwillprovidereports
basedonthisfeedbackthatcanbeusedtoimprovethequalityoftheknowledgebaseovertime.
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SYSTEMCENTERSERVICEMANAGERVISIONANDPLANNEDCAPABILTIES
MicrosoftSystemCenter 12
GettingStartedwithServiceManager
SystemCenterServiceManagerwillprovidecomprehensive,easytouse,andcustomizableServiceDesk
capabilities,acentralintegrationpointforservicemanagementworkflowsacrosstheSystemCenterfamilyof
products,andbuilt-insupportforservicemanagementbestpracticeframeworkssuchasMOFandITIL®.
ServiceManagerwilldifferentiateitselfby:
EnablingintegrationacrossSystemCentersolutionsandothercommonindustrymanagementtools
DeliveringcoreServiceDeskfunctionalitywithworkflowsintegratedacrossSystemCentersolutions
Makingcustomizationastraightforwardprocesswithoutchallengesinfutureversionsorupdates
Providinganeasytouseandintuitiveexperienceforallusertypes
OrganizationsthatimplementServiceManagerwillbenefitbyleveragingtheirexistinginvestmentsin
Microsofttechnologies,inparticular,throughintegrationoftechnologiesintheSystemCenterfamilyof
products.Otherbenefitswillincludeimprovedalignmentofservicesupport,animprovedproductivityand
experienceforendusersacrosstheorganization,practicalknowledgeforfact-baseddecisionsandactions,
andtheplatformformeasurablecontinuousimprovement.
WhilefullreleaseoftheServiceManagerproductisnotplanneduntilearly2010,nowisthetimetobegin
preparingforimplementationbyestablishingasolidsystemsmanagementfoundationthroughtheSystemCenterfamilyofproductsandexploringhowMOFcanimproveITthroughouttheITserviceslifecycle.
FormoreinformationonServiceManager,includingcurrentreleasetimelinesandopportunitiesforearly
adoption,visittheServiceManagerwebsiteatwww.microsoft.com/systemcenter/svcmgr/default.mspx,and
theSystemCenterblogathttp://blogs.technet.com/systemcenter.
FormoreinformationontheSystemCenterFamilyofproducts,visit:
SystemCenterConfigurationManagerwww.microsoft.com/systemcenter/configmgr/default.mspx
SystemCenterOperationsManagerwww.microsoft.com/systemcenter/opsmgr/default.mspx
SystemCenterDataProtectionManagerwww.microsoft.com/systemcenter/dpm/default.mspx
SystemCenterVirtualMachineManagerwww.microsoft.com/systemcenter/scvmm/default.mspx
SystemCenterEssentialswww.microsoft.com/systemcenter/essentials/default.mspx
SystemCenterMobileDeviceManager2008www.microsoft.com/systemcenter/mobile/default.mspx
SystemCenterCapacityPlanner2007www.microsoft.com/systemcenter/sccp/default.mspx
FormoreinfoonMOF,visitwww.microsoft.com/mof
FormoreinformationonITIL®,visitwww.itil-officialsite.com/home/home.asp