Module 7:

Reviews and Reports

1
Objectives
After completing this lesson, you will
understand:
Purpose of SMF Reviews
SCSM Data Warehouse and Reports

2
MOF Management Reviews
Management reviews (MR)
Bring together information
and people
To determine status of IT
services and establish
readiness to move forward in
the lifecycle
MRs are internal controls
that provide management
validation checks

They ensure business

objectives are met and IT
services are on track to
deliver expected value
3
Data Warehouse and Reports
Data Warehouse
• Near-real time data for operational
reporting
• Historical data for KPI reporting
• Consolidates data from multiple SM
management groups
Out of the box reports
• Incident, Problem, Change, and
Configuration Management

4
Service Reporting
Objective: To produce agreed reliable,
timely and accurate reports for informed
decision making and effective
communication. Each service report shall
include its identity, purpose, audience and
details of the data source

5
Service Reporting
Service Reporting shall include:
Performance against service level targets
Performance characteristics of each
operational process, like workload statistics
and resource utilization
Performance reporting following major
events(major changes, releases)
Trend information
Non-compliance and issues, e.g. against
the SLA, security breach
Satisfaction analysis 6
Key Performance Indicators
KPI: A Metric that is used to help manage a
Process, IT Service or Activity. Many
Metrics may be measured, but only the
most important of these are defined as
KPIs and used to actively manage and
report on the Process, IT Service or Activity.
KPIs should be selected to ensure that
Efficiency, Effectiveness, and Cost
Effectiveness are all managed.

7
KPI Configuration Management
Control of IT assets
Percentage increase in the number of CIs
successfully audited
Percentage improvements in the speed and
accuracy of audit.
. Support the delivery of quality IT services
Percentage reduction in service errors
attributable to wrong CI information
Improved speed of component repair and
recovery

8
KPI Configuration Management
Economic service provision
Reduction in the number of ‘missing or
duplicated’ CIs
Percentage reduction in S/W and H/W costs
due to better control.
. Support, integration and interfacing
Reduced percentage of Change failures as a
result of inaccurate configuration data
Improved Incident resolution time due to the
availability of complete and accurate
configuration data

9
KPI Change Management
Percentage fewer rejected RFCs
Percentage reduction in unauthorized
Changes detected
Percentage of Change requests (business
driven need) implemented on time
Percentage reduction in average time to
make Changes
Percentage reduction in the Change
backlog .

10
KPI Incident Management
Percentage reduction in average time to
respond to a call for assistance from first-
line operatives
Percentage increase in the Incidents
resolved by first line operatives
Percentage increase in the Incidents
resolved by first line operatives on first
response
Percentage reduction of Incidents
incorrectly assigned
Percentage reduction of Incidents
incorrectly categorized 11
KPI Problem Management
Percentage reduction in repeat
Incidents/Problems
Percentage reduction in the Incidents and
Problems affecting service to Customers
Percentage reduction in the known
Incidents and Problems encountered
No delays in production of management
reports
Improved CSS responses on business
disruption caused by Incidents and
Problems
12
Day 1 Ramp Up

13
Ramp Up
In this lesson, you will discuss:
Policies and processes that support System
Center Service Manager
Determine what you need to have in place to
ensure most benefit of Service Manager
Be prepared and have the right mindset to
make the Service Manager implementation a
success

14
Explain
What is Configuration Management
What is Change Management
What is Incident Management
What is Problem Management

15
How ITIL/ MOF Processes Work Together

Incident;
Incident; plotter
plotter Prbl.Mgr.
Prbl.Mgr. Performs
Performs Problem
Problem changes
changes
out of order
out of order RCA
RCA to
to a Known Error
a Known Error

CSR
CSR updates
updates
Problem
Problem Manager;
Manager; Problem
Problem record
record RFC
RFC to
to remove
remove
spots
spots trend with
trend with everytime
everytime WA
WA is
is Root
Root Cause
Cause
several
several plotters
plotters used
used

Problem
Problem Manager;
Manager; Prbl.Mgr.
Prbl.Mgr. Updates
Updates
works
works out
out a a Update
Update CMDB
CMDB and
and
Knowledge
Knowledge base
base
workaround
workaround toto KB
KB
with
with workaround.
workaround.
quick
quick fix
fix

16
Policy and Process Exercises
On the Appendix pages are listed a “cook-
book” for what needs to be in place for
Incident and Change Management.

Hand outs provide valuable information

about Activities and Considerations when
you implement SCSM

17
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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

18
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