System Center Service Manager for incident and change management
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CDH Automating Service Manager Incident Management with Orchestrator November 2012
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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.
Transcript of System Center Service Manager for incident and change management
C D H
C D H Automating Service Manager Incident Management with Orchestrator
November 2012
C D H Quick Facts
About Us• 22nd Year• Grand Rapids &
Royal Oak• 30 Staff
Approach• Vendor
Independent• Non-reseller• Professional
Services Only
Partnerships• Microsoft Gold• VMware Enterprise• Citrix Silver• Novell Gold• Cisco Premier
C D H Microsoft Gold Partner
Competencies• Four Gold• Eight Silver
Successes• Customer Excellence
Award• Virtual Technical
Specialist (VTSP)• Managed Partner• Numerous Partner
Awards
Pinpoint• Microsoft’s official
partner directory• 5-star rating
C D H Expertise
C D H Get Social with C/D/H
C/D/H Talks Tech C/D/H Tweets Tech
C D H 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
C D H Today’s Agenda
• Brief overview of SCSM• Brief overview of Orchestrator• SCSM / Orchestrator Integration Points• Demo
C D H System Center Service Manager
C D H System Center Orchestrator
C D H Process Overview
1. SCOM alert (e.g. Web server down)2. SCSM alerts connector creates incident3. Incident template assignment invokes
Orchestrator runbook4. Runbook resolves issue5. SCOM alert closed6. SCSM incident resolved
C D H OpsMgr Alerts Connector
C D H SCSM Incident Management
C D H Incident Template
C D H Runbook Activity Template
C D H Orchestrator Integration Packs
C D H Orchestrator Integration Packs
C D H The Orchestrator Runbook
C D H
C D H DEMO
C D H CodePlex
C D HSC2012 Solution Runbook
Examples
C D H More CodePlex
C D H Thank You
Grand Rapids15 Ionia SWSuite 270Grand Rapids, MI 49503(616) 776-1600
Royal Oak306 S. Washington Ave.Suite 212Royal Oak, MI 48067(248) 546-1800
(c) C/D/H 2007. All rights reservedwww.cdh.com
