Service Manager 2012 Reducing Complexity with a Focused Implementation David Norling-Christensen Senior Systems Architect.

Service Manager 2012

Reducing Complexity with a Focused Implementation

David Norling-ChristensenSenior Systems Architect

A Brief Introduction to Service Manager

So what is Service Manager? A help desk and change management tool. “Service Manager provides an integrated platform for automating and

adapting your organization’s IT service management best practices, such as those found in Microsoft Operations Framework (MOF) and Information Technology Infrastructure Library (ITIL). It provides built-in processes for incident and problem resolution, change control, and asset lifecycle management.” (From Microsoft TechNet)

Central CMDB (Configuration Management Database) for all System Center Products with a Data Warehouse for historical information.

A Framework for you to build on. Very different from the other System Center Microsoft products.

A Brief Introduction to Service Manager

Primary Functionality Activity Management – Process for tracking activities with a goal to

ensure activates are followed and tracked. Change Management – Process for tracking all changes to any

component in an IT environment with a goal of minimizing business disruption.

Incident Management – Process for tracking all issues with a goal of restoring normal service as quickly as possible.

Problem Management – Process for identifying the root cause for one or more incidents with a goal of preventing the problem from occurring again.

Release Management – Process for tracking all software/hardware releases with a goal of minimizing business disruption.

Service Request Fulfillment – Process for tracking all non IT failures with a goal of providing a service.

A Brief Introduction to Service Manager

Primary Functionality Service Level Agreement (SLA) Tracking Self Service Portal Website Knowledge Article Repository Reporting Workflow engine

A Brief Introduction to Service Manager

Built-in Connectors AD Connector gathers user and computer information System Center Configuration Manager gathers more detailed user and

computer information System Center Operation Manager connector gathers configuration

items and alerts System Center Orchestrator connector gathers run books System Center Virtual Machine Manager gathers Virtual Machine

Templates, Service Templates, and Fabric information Data is immediately useful and actionable

A Brief Introduction to Service Manager

What Can it Do Almost anything (One Microsoft product engineering team adapted

Service Manager to be their test automation platform. The workflow engine executes the tests and the database and user interface was extended to store and display the test results. The data warehouse showed test results over time.)

Example of Connector Use SCOM Alert Service Manager Ticket Orchestrator run book to fix Service Manager Close Ticket

A Brief Introduction to Service Manager

What Service Manager Isn’t An out of box solution - does nothing useful out of the box without

customization. A one size fits most solution

Service Manager Implementation

Necessary knowledge Information Technology Infrastructure Library (ITIL) – Widely

accepted standard of best practices for operation management. Microsoft Operations Framework (MOF) – Microsoft created

framework to extend ITIL, specifically geared toward managing Microsoft technologies providing both descriptive (what to do, when, and why) and prescriptive (how) guidance.

Business Acumen – Deep understanding of the business

Service Manager Implementation

Define the project scope and requirements (Envision) Evaluate the current environment (Assessment) Design the Management Groups Design the Service Manager Management server infrastructure Design the Data Warehouse Management server infrastructure

Service Manager Envisioning

What Benefits are you looking to gain? Faster incident and problem resolution? Higher customer satisfaction? Better compliance? Less change failure? Lower costs? Something else?

Service Manager Envisioning

Scoping What are the Business Requirements? Who will be using Service Manager? Who will maintain Service Manager? Are there any ITIL processes currently implemented? Are there any regulations that must be followed? Does it have to be highly available? Disaster recovery plan?

Service Manager Envisioning

Key Stake Holders to agree on Envision IT Managers Chief Technology Officers Chief Information Officers Technical decision makers

Service Manager Assessment

Assessment What current technologies are used? Number of computers? Expected usage? Number of end users accessing Service Manager Portal? Number of analysts in each location? What connectors will be used?

Replacing an existing service desk solution? What current technologies are used? Replicate current workflows or start new? Migrate existing service desk data?

Service Manager Assessment

Connectors (Supporting Technologies) Active Directory System Center Configuration Manager System Center Operation Manager System Center Orchestrator System Center Virtual Machine Manager

Look at implementing these first so you can utilize them with Service Manager

Ensure the health/function of these technologies to ensure you don’t bring garbage into Service Manager

Service Manager Design Principles

Keep it simple Keep it scalable Keep it available

Service Manager Design

Determine the Number of Service Manager Management Groups Service Manager management groups are used to define an

administrative boundary for managed devices Determine the Number of Data Warehouse Management Groups

The data warehouse components are optional and may be implemented to provide reporting, storage of data, and/or to assist with performance issues

Align the Service Manager Management Groups to the Data Warehouse Management Groups Complete this task if it was decided that data warehouse management

groups were required

Service Manager Design

Determine the Placement of Each Component The Service Manager management servers and databases should be

well connected via LAN or very high-speed WAN (50 milliseconds or less latency)

Determine the Number of Servers Required for Scaling The constraints of the software will be applied to determine the

number of Service Manager management servers and Service Manager Portals required for scaling

Add additional management servers for every 80-100 consoles Determine Fault-Tolerance Requirements

Use fault tolerance for all services that have an impact on user-facing or business-essential scenarios

Use load balancing for fault tolerance of management server console connections

Use clustering, log shipping, or mirroring for SQL Server database Use load balancing for Service Manager Portal

Service Manager Design

Determine the Hardware Configuration Virtualization supported Product group minimums: Service Manager management server:

Dual quad-core 2.66-GHz CPU 8 GB of RAM for up to 20,000 users, 16 GB of RAM for up to 50,000 users 10 GB of available disk space

Service Manager database server: Dual quad-core 2.66-GHz CPU 8 GB of RAM for 20,000 users, 32 GB of RAM for 50,000 users 80 GB of available disk space

Service Manager Portal servers: Dual quad-core 2.66-GHz CPU 8 GB of RAM for up to 20,000 users, 16 GB of RAM for up to 50,000 users 10 GB of available disk space

Service Manager Data Warehouse Design

Determine the Placement of Each Component The data warehouse management server and database should be well-

connected via LAN or very high-speed WAN (50 milliseconds or less latency)

Can co-locate data warehouse database with Service Manager database

Be aware of incompatible fault-tolerance options if co-locating roles Apply Fault-Tolerance Requirements for SQL Server Databases

Clustering, log shipping, and mirroring are the only supported SQL Server fault-tolerance options

No fault tolerance for data warehouse management server itself

Service Manager Data Warehouse Design

Determine the Hardware Configuration Product group minimums:

Dual quad-core 2.66-GHz CPU 8 GB of RAM 10 GB of available disk space for data warehouse management server 400 GB of available disk space for data warehouse database

Service Manager Implementation

Complexity is in the design, not the technology Reduce variables Limit initial scope Determine workflows Determine process Learn MOF / ITIL

Service Manager 2012“Reducing Complexity with a Focused Implementation”

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