System Center Service Manager for incident and change management

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Service Manager is the pinnacle of the System Center 2012 suite, based on ITIL. In this session we explore using SCSM for incident and change management, including automated incident generation based on Operations Manager alerts, escalation and mediation, and service offerings using the Self-Service Portal. View the slide deck to learn the capability of Orchestrator to automate tasks with SCSM, including automating change control and incident remediation. And for more information on this or other System Center topics, visit our blog at www.cdhtalkstech.com.

Technologie

CDH

Automating Service Manager Incident
CDH Management with Orchestrator

November 2012

CDH Quick Facts

About Us Approach Partnerships
• 22nd Year • Vendor • Microsoft Gold
• Grand Rapids & Independent • VMware Enterprise
Royal Oak • Non-reseller • Citrix Silver
• 30 Staff • Professional • Novell Gold
Services Only • Cisco Premier

CDH Microsoft Gold Partner

Competencies Successes Pinpoint
• Four Gold • Customer Excellence • Microsoft’s official
• Eight Silver Award partner directory
• Virtual Technical • 5-star rating
Specialist (VTSP)
• Managed Partner
• Numerous Partner
Awards

CDH Get Social with C/D/H

C/D/H Talks Tech C/D/H Tweets Tech

CDH Meet your Presenter

Jason Cooper
• Lead Consultant with C/D/H
• Systems Management and
Virtualization
• With C/D/H since 2005
MCITP:EA | MCITP:VA |
MCNE | CLP | CCNA | VCP

JasonC@cdh.com

CDH Today’s Agenda

• Brief overview of SCSM
• Brief overview of Orchestrator
• SCSM / Orchestrator Integration Points
• Demo

CDH Process Overview

1. SCOM alert (e.g. Web server down)
2. SCSM alerts connector creates incident
3. Incident template assignment invokes
Orchestrator runbook
4. Runbook resolves issue
5. SCOM alert closed
6. SCSM incident resolved

CDH Thank You

Royal Oak Grand Rapids
306 S. Washington Ave. 15 Ionia SW
Suite 212 Suite 270
Royal Oak, MI 48067 Grand Rapids, MI 49503
(248) 546-1800 (616) 776-1600

www.cdh.com
(c) C/D/H 2007. All rights reserved

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System Center Service Manager for incident and change management

1. CDH Automating Service Manager Incident CDH Management with Orchestrator November 2012

2. CDH Quick Facts About Us Approach Partnerships • 22nd Year • Vendor • Microsoft Gold • Grand Rapids & Independent • VMware Enterprise Royal Oak • Non-reseller • Citrix Silver • 30 Staff • Professional • Novell Gold Services Only • Cisco Premier

3. CDH Microsoft Gold Partner Competencies Successes Pinpoint • Four Gold • Customer Excellence • Microsoft’s official • Eight Silver Award partner directory • Virtual Technical • 5-star rating Specialist (VTSP) • Managed Partner • Numerous Partner Awards

4. CDH Expertise

5. CDH Get Social with C/D/H C/D/H Talks Tech C/D/H Tweets Tech

7. CDH Today’s Agenda • Brief overview of SCSM • Brief overview of Orchestrator • SCSM / Orchestrator Integration Points • Demo

8. CDH System Center Service Manager

9. CDH System Center Orchestrator

10. CDH Process Overview 1. SCOM alert (e.g. Web server down) 2. SCSM alerts connector creates incident 3. Incident template assignment invokes Orchestrator runbook 4. Runbook resolves issue 5. SCOM alert closed 6. SCSM incident resolved

11. CDH OpsMgr Alerts Connector

12. CDH SCSM Incident Management

13. CDH Incident Template

14. CDH Runbook Activity Template

15. CDH Orchestrator Integration Packs

16. CDH Orchestrator Integration Packs

17. CDH The Orchestrator Runbook

18. CDH CDH DEMO

19. CDH CodePlex

20. SC2012 Solution Runbook CDH Examples

21. CDH More CodePlex

22. CDH Thank You Royal Oak Grand Rapids 306 S. Washington Ave. 15 Ionia SW Suite 212 Suite 270 Royal Oak, MI 48067 Grand Rapids, MI 49503 (248) 546-1800 (616) 776-1600 www.cdh.com (c) C/D/H 2007. All rights reserved

System Center Service Manager for incident and change management

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