In May, C/D/H presented to a group of IT professionals on behalf of Microsoft.. Attendees learned about Microsoft’s Service Manager 2010, an integrated platform for orchestrating people, process and technology. This slide deck illustrates how Service Manager can help you adapt to new business requirements while reducing cost, lowering time to resolution, and aligning IT to the business. For more infomation about C/D/H or Microsoft Service Manager, contact (248) 546-1800 or (616) 776-1600.

1. CDH
CDH Service Manager 2010
Integrated Platform for Orchestrating People,
Process and Technology

2. CDH Quick Facts
About U
Ab Us Approach
A h Partnerships
P hi
• 20th Year • Vendor Agnostic • Microsoft Gold
• Grand Rapids & • Non-reseller • VMware Enterprise
Royal Oak • Professional • Cisco Premier
• 25 Staff Services Only • Novell Platinum
• Citrix Silver

3. CDH Expertise
Project M
P j Management Infrastructure
I f P
I
C
A
Collaboration Access & Identity Management

4. CDH Agenda
• Source of Operational Problems
• Overview
• Integrated System Center CMDB
• Self-Service Portal
• Incident and Problem Management
• Change Management
• Knowledge Management
• Service Manager Authoring Tool
• 3rd Party Integration
• Opalis
• System Center Roadmap
• System
S stem Center Licensing

5. CDH
CDH Source of Operational Problems

6. CDH Source of Operational Problems
• Change OPERATIONS • Forget
Management Something
• Overloaded • Lack of
• Weak Problem Procedures
Detection • Backup
Application Operator
Errors/Security
Failure Error
40% 40%
• Hardware/OS Other
20%
• Network
• Power and Disaster
Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May 2002

7. CDH What our Customer data tells us
21% is 22% are how-to
everything else
y g related – poor /
combined improper
i
(“unclassified” operations of
or ‘other’) the
environment
33% were
due to
Installation
issues
48%
Operational issues Misconfiguration
account for 76% of
Critical Situations
(CritSits)
67% POST
installation
‘changes’
6% due to
KNOWN bugs-
already fixed
3%
NEW
bugs

8. People, Process, or Technology
CDH Problem?

9. CDH
CDH SCSM 2010 Overview

10. CDH Service Manager 2010
The Power is in the Integration
Self Service Service Level Compliance and IT Business Asset
Management Risk Intelligence Management
Incident and Problem Change
Workflows
Portal
Knowledge Authoring
Base CMDB Data Warehouse
CONNECTORS
Automate Capacity and Inventory Active Directory
Alert
and Deploy Utilization and Usage Management

11. CDH
CDH Integrated System Center CMDB

12. CDH Integrated System Center CMDB
• System Center common schema
– Object Model Based on Operations
Manager
– IT assets and services are Configuration
Items (CIs) CMDB Data
– Incidents, change requests, and
problems are Work Items (WIs)
• Configuration Management
Database (CMDB) features: Config Work
• Connectors sync data with external Items
systems Items
• 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
Relationships
• Service definition and mapping
pp g
Integrated | Efficient | Business
Aligned

13. CDH
Configuration Items

14. CDH
CDH Self-Service Portal

15. CDH Empowering the End User
User self-service portal
Self Service Portal
reduces help desk
calls by 30%
Provision Software View announcements
Reset Passwords Search/view knowledge base
Create/view service requests

16. CDH
Self-Service Portal - Incident
Self-
Management

17. CDH
CDH Incident and Problem Management

18. Incident Management
CDH Keep users and data center services up and running,
and restore service quickly
• Process workflows
– Escalations
– Notifications
• Customizable templates
• Knowledge & History
• Automatic incident creation
– Desired Configuration Monitor
g
(DCM) errors
Over 75% of all
– Operations Manager alerts incidents are caused by
– Inbound Email poor Change
Management
– Portal

19. CDH Problem Management
Enables organizations to identify and track problems
• Problem creation from
similar incidents
• Link Incidents and
Change requests to
problem
• Auto resolution of
Incidents linked to the
Problem
P bl

20. CDH
Incident and Problem
Management

21. CDH
CDH Change Management

22. CDH Change Management
Minimize errors and reduce risk
• Typical Change Models
– Standard, Major, Emergency…
– Review and Manual activities
• Customizable Templates
• Workflows and Notifications
• Analyst Portal
– Approvals via Web
• Relate Change Requests to 33% of customers
Incidents, Problems and plan to automate
Config Items change over the next
three years

23. CDH
CDH Knowledge Management

24. CDH Knowledge Management
Reducing time to resolution
• Knowledge articles
– Customer, Partner, and
Analyst authored content
– Local content and links to
external content
– End User and Analyst
Sections
– Ratings
• Knowledge Search
– Full text, keywords,
categories
– Related incidents, change
requests, problems
• C
Console and W b i t f
l d Web interfaces

25. CDH
CDH Service Manager Authoring Tool

26. Service Manager Authoring
CDH Tool
– First look in Beta 2, ships with
2
SM Console
– Drag and drop designers – no
code or XML required!
– Forms customization
• Add/remove/move controls,
change formatting, validation
rules
– Extend CMDB model
• Add new classes, relationships,
and properties
– Workflow authoring
f
• Compose workflows using
predefined activities
• Define automated activity rules
to execute these workflows

27. CDH
Service Manager Authoring Tool

28. CDH
CDH 3rd Party Integration

29. CDH Provance and Service Manager
Provance IT Asset Management Pack for
Microsoft System Center Service Manager
• Process Management
Pack extension that
provides IT asset lifecycle
management and
t d
software asset
management capabilities
g p
within Service Manager
• CTP May 2009; Beta
August 2009; RTM S i
A t 2009 Spring
2010

30. CDH ATEA Spintop’s (1/3)
Spintop s

31. CDH ATEA Spintop’s (2/3)
Spintop s

32. CDH ATEA Spintop’s (3/3)
Spintop s

33. CDH
CDH Roadmap

34. CDH Roadmap
2008 2009 2010
H1 H2 H1 H2 H1
Beta 1 CTP2 Beta 2 RC RTM

35. CDH
CDH
The Value of Opalis
IT Process Automation

36. Addition Of Opalis To System
y
CDH Center Enables Process Automation
IT Process Automation (ITPA) also known as Run Book Automation (RBA), i
P A t ti (ITPA), l k R B kA t ti (RBA) is
the ability to orchestrate and integrate IT management tools through workflow
Data Configuration
Protection & Management
(Physical &
(Physical &
Recovery Virtual)
Server End‐To‐End
Compliance Monitoring

37. CDH Processes Within an IT Silo
IT Silos Silo Processes
Event Mgmt Triage & diagnose
Service Desk Integrate service desks with data center tools
Asset/CMDB Update CI and assets systems
Configuration Coordinate audit, compliance and change
Virtual Orchestrate lifecycle management
Security Patch , user on-boarding, password reset
Storage Provision, verify, manage & retire
Server Provision, verify, manage & retire
Network Provision, verify,
Provision verify manage & retire

38. CDH Processes Across IT Silos
IT Silos Cross-Silo Processes
Event M
E Mgmt
Respon
Incide
Service Desk
Virtu Service Manage
Complianc
C
ual
ent
nse
Asset/CMDB
A t/CMDB
Change &
Cloud Co
Configuration
Prov
&
ce
omputing
Vi t l
Virtual
e
visioning
Security
g
g
ement
Storage
St
Server
Network
N t k

39. CDH Opalis Integration Packs
> BladeLogic Operations Manager > IBM Tivoli NetCool / OMNIbus
> BMC Atrium CMDB > IBM Tivoli Enterprise Console
> BMC Event Manager > IBM Tivoli Storage Manager
> BMC PATROL > Microsoft Active Directory
> BMC Remedy ARS > Microsoft Systems Management Server
> CA AutoSys > Microsoft System Center Operations
> CA eHealth Manager
> CA NSM > Symantec Net Backup
> CA Service Desk > VMware vSphere
> CA Spectrum
> EMC Smarts InCharge
> FTP
> HP Asset Manager
> HP iLO
> HP OpenView Operations
> HP OpenView Service Desk
> HP Service Manager
> HP Network Node Manager

40. CDH Automated Processes
IT Silos VM Provisioning Process
Event Mgmt
E tM t
Remove from Add to
Ops Manager Ops Manager
Service Desk
Monitor Create Update Update Update & close
Service incident request request request
request
Asset/CMDB
A t/CMDB
Retire CI Create CI
Configuration
Test VM Deploy Verify
Applications Application
Virtual
Vi t l
Stop VM Clone new Update
VM properties
Security
Storage
St
Detach Storage
Server
Network
N t k Detach Network Adapter
Integration for Virtual Machine Manager 2008 R2 not yet RTM

41. CDH The Value of Automation
Capability Value
Improve service performance
Orchestrate tasks across systems
and availability
Standardize and document manual Optimize resources and g
p get
processes consistent outcomes
Automate large volume and highly Lower costs & reduce manual
manual,
repetitive tasks error prone activities
t System Center with 3rd
Integrate S t
I t C t ith Simplify data
Si lif d t center
t
party tools management

42. CDH
Opalis

43. CDH
CDH System Center Roadmap

44. CDH System Center Roadmap
CY 2008 2009 2010 2011

45. CDH
CDH System Center Licensing

46. CDH System Center Licensing
** Price for Management Server with SQL
Management Server
r
Server 2005
Technology (note: this includes the
runtime-restricted version of SQL Server
SC Config Mgr Server SC Ops Mgr Server 2005 Standard Edition, which means it SC DPM Server SC VMM Server SC Svc Mgr
Per Instance Per Instance can only be used to support the Per Instance Included with the SMSE Mgt Svr Lic
management application that it is sold and the SC VMM
with) Enterprise Server ML Per Instance
Server Management Suite Enterprise (SMSD)
Per Processor and Unlimited OSEs
ment License
Two Processor Minimum
SC Config Mgr SC Ops Mgr SC DPM SC VMM SC Svc Mgr
(Server ML)
Enterprise Server ML Enterprise Server ML Server Management Suite Enterprise (
g p (SMSE)
) Enterprise Server ML Enterprise Server ML Server ML
M
Server Managem
Per OSE Per OSE up to 4OSEs + Parent OSE Per OSE Per Server Device Per OSE
SC Config Mgr SC Ops Mgr SC DPM
Standard Server ML Standard Server ML Standard Server ML
Per OSE Per OSE Per OSE
ment License
(Client ML)
SC ConfigMgr SC OpsMgr SC DPM SC Svc Mgr
Client Managem
Client ML Client ML Client ML Client
Cli t ML
Per OSE or Per User Per OSE or Per User Per OSE or Per User Per OSE or Per User
Core CAL Suite Enterprise CALSuite
Per Device or Per User Per Device or Per User

47. Additions to the Server Management
g
CDH Suites
Previous With New Capabilities
NEW in Dec 2009
Opalis grant
Service Manager NEW in H1 2010
Operations Manager Operations Manager
Configuration Manager Configuration Manager
Data Protection Manager Data Protection Manager
Virtual Machine Manager Virtual Machine Manager
SMSE / SMSD SMSE / SMSD
• Opalis licensed via a grant to new and existing SMSE & SMSD licenses.
• Service Manager is a new component of SMSE / SMSD.
• Both changes effective for Enrollment for Core Infrastructure (ECI) licenses
• Excluding ECI Standard which does not include SMSE or SMSD.
48

48. 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
p: (248) 546-1800
546 1800 p: (616) 776-1600
776 1600
www.cdh.com
(c) C/D/H 2007. All rights reserved