Datawarehouse and reporting in service manager

Service Manager 2010: Data Warehouse

and Custom Report Creation

Dr. Eduardo Castro Martínez

Microsoft MVP

[email protected]

http://comunidadwindows.org

http://tiny.cc/comwindows

http://ecastrom.blogspot.com

Session Objectives and Takeaways

• Session Objectives:

– Provide a data warehouse & reporting platform overview

• Key Takeaways:

– Reports in Service Manager are easy to use and customize

– It’s easy to get new data into the warehouse

– It’s easy to create custom reports in Service Manager

From Client to Cloud Using Service Manager

Client Datacenter to

Cloud

Integration and Centralization

Automation Action + Workflow +

Optimization

Knowledge Best Practices

+ Design

Microsoft Platform Skills + Technology

+ Ecosystem

Decrease Costs

Improve

Service Delivery

Physical Virtual

Consistent Process

Service

Manager

© 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.

The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market

conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.

MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.

INTEGRATED EFFICIENT BUSINESS ALIGNED

CMDB

IT Process and Workflow Automation

Service Maps

Self Service Portal

Automated Routing

Knowledge Base

IT Business Intelligence

Compliance and Risk Management

Asset Lifecycle Management

Service Manager: The Power Is in the Integration

Portal

Forms

Data Warehouse

Workflows

Configuration Management DB

Wo

rk It

em

s

Co

nfi

gura

tio

n

Ite

ms

Kn

ow

led

ge

Problem Change Incident

Asset IT GRC

Service Manager Features

• Integrated CMDB

• Incident Management & Problem Management

– Quickly restore service through routing and knowledge

– Easily adapt your process and workflows

• Change Management

• Asset Management

• Reporting and Dashboards

• Compliance and Risk

Service Manager Features

Integrated CMDB

Incident Management &

Problem Management

Change Management

Minimize risk and disruption to production

Easily adapt your processes and workflows

Asset Management

Reporting and Dashboards

Compliance and Risk

Example: Configuration Data supports Service

Desk

ConfigMgr Connector

Computer Data HW and SW Inventory

DCM, SW Updates

End User’s Computer

User Data Contact Info Organization

End User

CI Data AD User

Windows Computer

Configuration Manager

Active Directory

Domain Controller

Helpdesk Analyst

Incident about

End User’s Computer

Service

Manager

Incident Management Process

Document the process Visualize the process

Map the process

Classify /

Route

Record

Record

Record

Tier 2

HR Apps

Tier 1

Closure

No

No

Yes

Yes

Continue Investigation

Escalate

Resolved

Data

Center Alerts

SOURCES RECORD QUEUES TRIAGE

RESOLUTION ESCALATION

CLOSURE

CLASSIFY/ ROUTE

Service Manager Features

Integrated CMDB

Incident Management &

Problem Management

Change Management

Minimize risk and disruption to production

Easily adapt your processes and workflows

Asset Management

Reporting and Dashboards

Compliance and Risk

Scenario

CR 123 – Apply HBI Policy

Manager

Approval

Automated Activity - Adds Computer to

Group

Closed

Data Warehouse Overview

• Non-transactional data store for fast, consolidated

reporting

– Doesn’t interfere with day-to-day operations

– Ingests and optimizes data for fast reporting and analysis

– Integrates data from one or more management groups (supports

scaling out Service Manager)

– Automatically reconciles data from multiple sources

• Self managing

• Highly extensible via management packs

Transactional Processing

Active Directory®

Data Warehouse

DWStagingandConfig Connectors SCSM

Repository

Extract Load Transform

DWDataMart

Data Warehouse Overview

• Optimized for analysis – Traditional star schema

– Dimension tables represent classes, properties, enums

– Fact tables represent relationships, measures, and key performance indicators (KPIs)

• Conformed dimensional model – Closes the gap between

class-based model and relational database

– Simplifies queries

– 500+ classes flattened to <60 semantic dimensions

• The data warehouse manages this complexity for you… no coding required

Dimension 1

Dimension 2

Dimension 3 Dimension 4

Dimension 5

Fact Table 1

Dimension 7

Dimension 6

Dimension 8 Dimension 9

Dimension 10

Fact Table 2

Dimension 2

Dimension 3

Service Manager Features

Integrated CMDB

Incident Management & Problem Management

Change Management

Asset Management

Reporting and Dashboards

Data Warehouse Platform for IT Business Intelligence

Create and Adapt Reports for Continuous Improvement

Compliance and Risk

Data Warehouse Drives Continuous

Improvement

IT Manager Analyst

Data Warehouse

SCSM

ETL

Insert/ Update

View Reports

Manage & Analyze within the Console

• 20+ reports in the box

• Built on top of Microsoft BI

stack

• Extensible platform

Reporting Overview

• Leverages the Microsoft business intelligence (BI) stack

– Report infrastructure based on SQL Server Reporting Services (SSRS)

– You can customize reports using tools you already know

– Renders Reporting Services reports from any data source

• Easy to use

– Easy to find the information you need

– Report controls automatically extend to stay in sync with class changes

Easy to Find the Information You Need

• Reporting Services UI – Filter layout isn’t always

user friendly

– Doesn’t understand Service Manager classes and properties

• Service Manager console – Provides advanced

controls for a simplified experience

– Filter by custom properties rather than picking from lists (i.e., cost center of the computer)

Reporting Services

IT Manager Analyst

Data Warehouse SCSM

Stored Procedures

Insert/ Update

Manage Jobs

View Reports

ETL & MPSync

Manage and Analyze with the Console

Using Reports in Service

Manager Demo

Creating Custom Reports

• Full SSRS support – Report Builder

– Business Intelligence Development Studio

• Easy to include in Service Manager Console – Deploy reports to SSRS under

/SystemCenter/ServiceManager folder

– Any report/folder under that folder will show up in the console

– Enables consolidating reports in one place

Build a Custom Report

Demo

Announcing Service Manager Dashboards!

http://technet.microsoft.com/en-us/library/ff758669.aspx

ISV Partners Delivering Solutions with Service Manager

Delivers out of the box OLAP cubes

Integrated Key Performance Indicator authoring

http://baydynamics.com/ITAnalytics.aspx

Dashboard solution

IT Managers can create new dashboards, no coding required

http://www.altosoft.com/products/system_center.shtml

Rich, silverlight data visualization tools

No precanned solutions, but demo could be useful selling tool http://consulting-demo.dundas.com/MSDashboardViewer/MicrosoftDashboardViewer.aspx

2012

H1

H1

2010

2011

H1

H2

System Center Service Manager Roadmap

H2

Call To Action

• Get the Tools to Sell Service Manager – System Center Web – includes “RFP Helper”!

– Installable Bits and Demo VHDs

– Customer “Open Invitation” SCSM Overview Live Meetings

– Hosted Test Drive/Labs

– Ramp Up Materials, webcasts, more webcasts, even more webcasts

• Get Trained - Microsoft Official Curriculum Courseware – 50217: Planning, Deploying and Managing Service Manager 2010 (4 days) -

– 50377: Extending Service Manager 2010 (1 day)

• Get Involved in the Community – Blog: http://blogs.tecnet.com/servicemanager

• Guest bloggers welcome!

– Forum: http://social.technet.microsoft.com/forums/en-US/systemcenterservicemanager/threads/

– Twitter: Use #SCSM and #ServiceManager hashtags

– Internal Discussion DL: scsmtalk

– Community Lead: twright

Q&A

Service Manager 2010: Data Warehouse

and Custom Report Creation

Dr. Eduardo Castro Martínez

Microsoft MVP

[email protected]

http://comunidadwindows.org

http://tiny.cc/comwindows

http://ecastrom.blogspot.com