1. Service Manager: The Shining
Star in System Center 2012
March 2013

2. Quick Facts
About Us Approach Partnerships
• 23rd Year • Vendor • Microsoft Gold
• Grand Rapids & Independent • VMware
Royal Oak • Non-reseller Enterprise
• 30 Staff • Professional • Citrix Silver
Services Only • Cisco Premier
• Novell Gold

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

4. Expertise

5. Get Social with C/D/H
@cdhtweetstech facebook.com/cdhtech
www.linkedin.com/company/cdh

6. Your Presenter
Jason Cooper
Consultant
MCSE: Private Cloud
MCITP:EA | VCP | CCEA
JasonC@cdh.com

7. Agenda
• What Is SCSM
• Lining Up SCSM
• Preparing for Installation
• After Installation
• Integrating With System Center

8. Poll 5

9. System Center
Service Manager
• ITIL / MOF Aligned IT Processes
Incident, Problem, Change, Knowledge Management - CMDB
• Integrations with SC2012 Suite
OpsManager, ConfigMgr, Orchestrator, VMM
• Integration with Microsoft Infrastructure
Exchange, Active Directory, SharePoint, Project, Azure
• User Self Service Catalog
Driven by Workflows and Orchestrator Runbooks
• New in SP1: Cost Center Chargeback
SQL 2012 & OLAP, Windows 8 SSP Support

10. System Center
Service Manager

11. Stacking Up SCSM
• There are NO LEADERS
• SCSM hasn’t made it to
“the quadrant”*
• Big players are BMC,
ServiceNow, LANDesk,
IBM, CA
• Deployment is highly
provider focused
*Do you really care?

12. SCSM: Perspective
• Biggest strength is the suite
• Green field: for better or worse
• Single pain of glass…
• Designed for scale
• Console is not elegant

13. SCSM: Deployment Planning
http://www.benchmarklearning.com/Courses/CrsDetail.aspx?C=MI55009

14. SCSM: Server Roles
• Management Server
• SQL Server : CMDB
• Data Warehouse Management Server
• SQL Server: DW
• Self Service Portal
• Service Manager Console

15. SCSM: Server Roles
Source: SCSM Infrastructure Planning and Design Guide
http://go.microsoft.com/fwlink/?LinkId=245470

16. SCSM: Resources
• TechNet
http://technet.microsoft.com/en-us/library/hh519640.aspx
• Infrastructure Planning and Design Guide
http://go.microsoft.com/fwlink/?LinkId=245470
• Service Manager Sizing Helper
http://go.microsoft.com/fwlink/?LinkId=186291
• Service Manager Team Blog
http://blogs.technet.com/b/servicemanager
• Microsoft System Center 2012 Service
Manager Cookbook
http://www.amazon.com/Microsoft-System-Service-Manager-Cookbook/dp/1849686947
• http://scsm.us

17. SCSM IPD Guide
Source: SCSM Infrastructure Planning and Design Guide
http://go.microsoft.com/fwlink/?LinkId=245470

18. Service Manager Sizing Helper
Source: SCSM Job Aids
http://go.microsoft.com/fwlink/?LinkId=186291

19. After Installation
• Establish Process
• Customize Lists
• Author Templates
• Runbook Automation
• Authoring Tool
• Integrate System Center Suite
• Third Party Offerings

20. Integrating With System Center
• Configuration Items
– Active Directory
– Operations Manager
– Configuration Manager
• Incident Management
– Operations Manager Alerts
– Exchange Connector
• Activity Management
– Orchestrator is a two-way street

21. Third Parties
• Cireson SCSM Total Management Suite
http://www.cireson.com
• GridPro Web Front for SCSM
GridPro Mobile
http://www.gridpro.se
• Provance IT Asset Management Pack
http://www.provance.com/en/Products/Software_Asset_Management.html
• More…

22. Upcoming Events
April
• Multiplatform Development
9 Web/Lunch Series
April
17 & 18 • SharePoint Executive Roundtable
April
• SCOM: The Unsung Hero of the System
24 Center Suite Web / Lunch Series
May
1&2 • Best of MMS

23. 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