Module 9:

Planning and Architecture

Design

1
Lesson Objectives
Understand the Requirements
Inside Service Manager
Service Manager Components
Architecture Components
Exploring Some Key Features
Performance and Scale
Hardware Sizing
Implementation Scenario

2
Understanding the
Requirements

Quality of IT Processes

3
Understand Where You are Now
and Where you want to be
High level
What is business
the vision? objectives

Where are
we now? Assessments

Continuous Where do we Measurable

improvement… want to be? targets

How do we Process/Org/Tech
get there? improvements

How will we know Measurements

we’ve arrived? and metrics (KPI’s)

4
Service Manager is built on Process,
People and Technology
Assessm
ent Envision Plan Build Stabilize Deploy

AD
Infrastruct
ure Training
SCOM Processer
Project Processer
Stake
Stake
holders Plans Handover
holders
SCCM
Tech.
Future
Future
Roles/
Design Communicat
Roles/ Communicat
responsabilit
responsabilit Process ion
ion
Infrastruct Infrast
Orginization
ies
ies Design. ure ructure
Orginization
Process
Process in
in Review
Scope
Scope Meeting
Process
Process Roles /
Roles / responsibil
responsibilities ities

5
Service Manager is built on Process,
People and Technology
Service Manager
Incident
Management Organizational AD
Maturity:
Problem Roles Configuration
Management Responsibility Manager

Opalis
Change Culture
Operations
Management Ownership
Manager
behaviour
Configuration Other data
Management sources

Release
Risk &
Compliance
Service Lvl Mgmt
Operations
6
 The quality of Data sources and workflows
will determine the IT Management capability
Data IT management IT Management
Inputs Processes capability
& Workflows - Measured by KPI’s

KPI’s
SCOM
SCOM Incident
Management Incident KPI’s
Other
Other Problem
Data
Data SCCM
SCCM Management
sources
sources
Change
Problem KPI’s
Management
Configuration
Management
Opalis
Opalis AD
AD Change KPI’s

Configuration KPI’s
7
IT-Processes that will be used in
connection with SCSM
Incident Management
Problem Management
Change Management
Configuration Management
Release Management
Service Level Management
Availability Management
Financial Management
Continuity Management
IT Governance
8
Quality of defined IT-processes
Are the current processes working
Are there defined KPI’s for each process
How does the Service Desk work
Central
Follow the sun
Distributed

9
Quality of defined IT-processes
Service Manager
Incident
Problem
Change
Configuration
“Release”

10
Understanding the
Requirements

System Center Products

11
Quality of products used by
Service Manager
Operations Manager
Configuration Manager
Active Directory
Others

12
Operations Manager
Is the Organization using Operations
Manager today?
What is the current Alert to Ticket ratio (Is
the system well tuned)?
What is the quality of agent installed?
Are all agents installed?
Are all desired objects discovered on all agents?
How are test systems handled in Operations
Manager?
Consider an Operations Manager RAP
13
Configuration Manager
Is the Organization using Configuration
Manager today?
Are the right servers part of ConfigMgr?
Are the right Software packages and
updates in ConfigMgr?
Does ConfigMgr use DCM?
Is there an owner of the system?
Consider a Configuration Manager RAP

14
Active Directory

Are all wanted objects in AD?

Is the structure in AD reflecting the
organization?
Active Directory OU’s structure?
Consider an AD RAP

15
Others

E-mail
Instant Messaging
Phone & Fax
Other

16
Understanding the
Requirements

Reporting and Data Warehouse

17
Reporting Requirements
Requirements for Reporting and Data
warehouse
Which KPIs should be measured according
to the IT Processes in DW?
What is the difference between those and
KPIs out of the box?
How long should Data be kept in DW?
Archiving vs. live data
How many people will have access to the
DW at the same time?
18
Reporting Requirements
Requirements for Reporting and Data
warehouse
How many reports will be generated
Per Day
Per Week
Per Month
Per Quarter
Per Year

Will some user roles have limited access to

Reporting? 19
Dashboard in Service Manager

20
Understanding the
Requirements

Self-Service Portal

21
Self Service Portal Requirements
Which functions of the Self Service will be used
IT Announcements
Incidents Request
Service Request
Change Request
Change Approval
Software Request

22
Pre-Requisites Matrix

Processes Operations Configuration Active Other

Manager Manager Directory

Process

Tool

Organization

People

23
Integration Components

24
Where to integrate?
At the User Interface level
Create Incident from E-mail
Run Tasks to troubleshoot incidents
At the Process Management level
E-mail Notifications from workflows
At the database level
Create CI in CMDB from Active Directory, Configuration
Manager and Operations Manager data
Create Incidents for DCM non-compliant systems
Create Incidents from Operations Manager Alerts
All levels
Role-Based Security

25
Integration Components (Input)
CI
Operations Manager
Configurations Manager
Active Directory
Other (CSV format)
Incident Management input
E-mail
Phone
Operations Manager
Configurations Manager (DCM)

26
Integration Components (Output)
E-mail
When
Automated actions
Script

27
Inside
Service Manager

Service Manager Components

28
System Center Service Manager
The Power is in the Integration

Service Level Compliance IT Business

Self Service
Management and Risk Intelligence Provance
Asset Management

Incident and Problem Change and Release

Workflows
Portal
Knowledge Authoring
Base CMDB Data Warehouse

CONNECTORS

Active Directory

29
Service Manager Architecture
Service
Manager
Users
Service Desk IT Operations End Users Administrators

User
USER EXPERIENCE
Interfaces

Console UI Analyst Portal Self Service Portal Authoring Tool

Workflow

PROCESS AUTOMATION
Incident and Change Management Notifications Custom Activities

Database External Systems

Data Access Service Active Directory

DATA INTEGRATIONConfiguration
Connectors
Connectors
Operations Manager
Manager
Data
CMDB 3rd Party Systems
Warehouse
30
Service Manager 2010 Components
Service Manager database Contains
- Service Manager • Configuration items
- Supports high availability • Work items
• Incidents
SvcMgr
DB

Service Manager Management Server

- Contains the main software component of a Service Manager installation
- Supports high availability

Console
- Integrated experience for operators and • Unified Console
administrators • Command Shell
- Role based security ensures optimized
experience for all users

31
Service Manager 2010 Components
Data warehouse database
- Long term data store • Multiple management groups
- Supports high availability
SvcMgr
- Installed on SQL Reporting Services
DW
2008 SP1

Reporting Server
- Provides reports • Console integration
- Installed on SQL Reporting Services
2008 SP1

Data warehouse management

server
computer that hosts the server component
of the Data warehouse

Self Service Portal Server

- Thin client much like OWA
- View create incidents, View announcements and approve /review changes
- Request Software
32
Service Manager 2010 Databases
ServiceManager
- This is where all CI Configuration is stored together with forms,
SvcMgr workflows, user roles.

DWStagingAndConfig
DW This is where we store all of our management packs, ETL (extract, transform, load)
configuration, and other configuration information. It is also the initial store for
SC the source data coming from the Service Manager CMDB

DWRepository
DW - This is where we transform the extracted source
Rep data into the reporting optimized structure

DWDataMart
DW - This is the database for our published data that gets consumed by
DM the reports
33
Inside
Service Manager

Service Manager Services

34
Service Manager 2010 Architecture
Service Manager Services and Components

• Data Access Service

• Management Configuration Service
• Management Service

35
Inside
Service Manager

Workflow Engine

40
Workflows in System Center WF Engine

Rule/Monitor
Condition
Data Source Action
Detection

Example
ID = 123
Event Log Run Script
Source = Foo

Task
Run Script

41
System Center Workflows
Pros
Modules can be written as either
native or managed code
Depending on the modules contained
by the workflow, it can typically run
on Windows 2000, XP, 2003, Vista,
2008 and does not necessarily require
the .Net Framework
Cons
Limited authoring tools
Creating new module types is pretty
difficult
No services like Persistence, Tracking, etc.
No community library of workflow
modules or support for extensibility at
that level
42
Windows Workflow Foundation (WF)
Microsoft-wide workflow platform being adopted
by many Microsoft products
Visual Studio Team Foundation Server
SharePoint
System Center
Dynamics CRM
and more…
Shipped as part of .Net Framework 3.0, 3.5 and 4.0
(not supported by SCSM yet)

43
WF Workflows
Pros Cons
Multiple authoring tools – including Activities must be written as managed code
a visual drag/drop diagram It can only run on XP, 2003, Vista, 2008 and
experience requires the .Net Framework to be installed
Creating new activities and No host for executing workflows
workflows which use those activities No mechanism for distributing workflows
is pretty easy and controlling them
Services like Persistence, Tracking are
provided out of the box
Community library of workflow
activities and support for extensibility
at that level

44
Best of Both
Allow System Center workflows to run
Windows Workflow Foundation workflows
Allow Windows Workflow Foundation
workflows to run System Center workflows
Provide an activity library
Provide an IT pro friendly authoring tool

45
Examples Data SDK
Acc.
Service

Rule Task
Submit Task:
Incidents where WF: Process portal
Subscription
Source = Portal
Submit Task
Process portal Run WF
incidents
incidents

Data SDK
Acc.
Service

Rule
Rule Task
Task
Submit Task:
WF: Update
EveryTimer
5 minutes Submit
Update Task
SharePoint Run WF
SharePoint list
List

46
Using the Submit Task Activity
Data Acc. Data Acc.
Service Service

Rule Task Task

Timer or Submit PowerShell
Run WF or WWF
Subscription Task

Data Acc.
Service
Task
WF: Update
SharePoint list
47
 Service Manager
Automating the IT Process

Process Activity
Activity Activity
Activity 2
2 Activity
Activity 3
3 Activity
Activity 4
4 Activity
Activity 5
5
Workflow 1
1

•IT Process
•Automated
•Rule actions described
activities
are are as
implemented
WFdefined asvia
workflows a workflow
rules
: :
•Sequence
•Condition
•Sequence – when
of WF oftomanual
invoke
activities
Rule Condition Action •WF andlibrary
an activity
action automated
hostsactivities
•Action
•SM - what
WF to do when the
workflows,
condition
executes andoccurs
tracks results

WF Activities

WF Workflow Get
Get
Incident
Apply
Apply Send
Send Run
Run PS
PS
Script
Incident Template
Template Email
Email Script

50
 Demo Scenario
User provisioning

User Create Approve

Create Start Submit Approve
Submit for Evaluate Add
Add User
User to
provisioning Change
Change
Request
Start
activities
activities review
review
for Change
Change
Request
Evaluate
votes
votes AD Group
AD Group
to
Request Request
workflow

Set CR status = in Set

Set review
review activity
activity
When
When review
review review When
When Add
Add User
User Execute
Execute “Add
“Add User
User
When new CR is When Send
approval notification tostatus = complete
Rule Rule
created
Rule
activity becomes
activity becomes Rule
When
Set firstcondition
activity is
Send
approval notification
Activity
Activity =
=
reviewer(s)
met
tostatus
Set next
= complete
to
to AD= Group” WF
AD
activity
Group” WF
active condition is reviewer(s)
met‘Active’ Set next activity =
workflow
active ‘Active’ active workflow
status = active active

WF ‘‘Add
Add User
Group’
User to
to AD
AD
Group’
Workflow WF
WF activity
activity
51
Inside
Service Manager

Scalability

52
Scalability
We have a few options:
2-machine minimum –no single-box Setup
Two Management Groups (SM & DW)
Should only be used for evaluation purposes
3-10 servers recommended

53
Implementation Scenarios
• Four-server
Three-serverdeployment
Two-server
Multi-serverdeployment
deployment
deployment PERF
PERF

Service Manager Data Warehouse

management server management server
SQL Server

SQL Server

Secondary
SM server
SM Management DW Management
SM
SM Management
Management
Group Group GroupDW
Group DWManagement
ManagementGroup
Group
54
Scalability: Data Warehouse

55
Scalability: Data Warehouse

56
Scalability: Data Warehouse

57
Scalability: Data Warehouse

58
Inside
Service Manager

Hardware

59
Hardware: Server Manager
Database
Dual quad-core 2.66 GHz CPU
8 gigabytes (GB) RAM
80 GB of available disk space for SCSM
software
Place DB on SAN or fast drives
RAID Level 1 or Level 10 drive

60
Hardware: Service Manager
Management Server
Dual-core 2.66 GHz CPU
8 GB RAM
10 GB of available disk space for SCSM
Software

61
Hardware: Service Manager
Console
Dual 2.0 GHz CPU
2 GB RAM
10 GB of available disk space
Use Terminal Server if possible for slow
network links

62
Hardware: Data Warehouse
Management Server
Dual-core 2.66 GHz CPU
8 GB RAM
10 GB of available disk space

63
Hardware: Data Warehouse
Dual Quad-core 2.66 GHz CPU
8 GB RAM
400 GB of available disk space
Place DB on SAN or fast drives
RAID Level 1 or Level 10 drive

64
Hardware: Bottlenecks
Disk IO for Database Servers
RAM for Database Servers
RAM for Management Server
RAM for Data Warehouse Management
Server
CPU for Management Server and SQL

65
Inside
Service Manager

Hardware - Solution Scenarios

66
Small Scenario (2 Servers)
1 Management Server & SQL Server
1 Data Warehouse & SQL Server

67
Small Scenario (2 Servers)
Management Server & SQL Server
• Dual quad-core 2.66 GHz CPU
• 12 gigabytes (GB) RAM
• 10 GB of available disk space for SCSM
software
• Place DB’s on SAN or fast drives
− RAID Level 1 or Level 10 drive*
− Each DB should have it’s own LUN or Disk

68
Small Scenario (2 Servers)
Data Warehouse Management Server &
SQL Server
• Dual quad-core 2.66 GHz CPU
• 12 gigabytes (GB) RAM
• 10 GB of available disk space for SCSM
software
• Place DB’s on SAN or fast drives
− RAID Level 1 or Level 10 drive*
− Each DB should have it’s own LUN or Disk

69
Medium Scenario (4 Servers)
1 Management Server
1 Data Warehouse
2 SQL Servers
Scalability: Data from TAP

70
Medium Scenario (4 Servers)
Management Server
• Dual quad-core 2.66 GHz CPU
• 8 gigabytes (GB) RAM
• 10 GB of available disk space for SCSM
software

71
Medium Scenario (4 Servers)
Data Warehouse Management Server
• Dual quad-core 2.66 GHz CPU
• 8 gigabytes (GB) RAM
• 10 GB of available disk space for SCSM
software

72
Medium Scenario (4 Servers)
SQL Server (SM Server)
• Dual quad-core 2.66 GHz CPU
• 8 gigabytes (GB) RAM
• 80 GB of available disk space for SCSM
software
• 2+ Database Drive on SAN / Fast disk

73
Medium Scenario (4 Servers)
SQL Server (Data Warehouse SM Server)
• Dual quad-core 2.66 GHz CPU
• 8 gigabytes (GB) RAM
• 400 GB of available disk space for
SCSM software
• 4+ Database Drive on SAN / Fast disk

74
Large Scenario (10 Servers)
2 Management Server (w/ NLB)
1 Data Warehouse Management Server
2 SQL Servers (Clustered)
Scalability: Data from TAP

75
Summary and Class Discussion
Understanding the Requirements
Inside Service Manager
Service Manager components
Architecture components
Exploring some key features
Understanding performance and scale
Understanding hardware sizing
Explain different implementation scenarios

76
Planning & Architecture Review
Questions
Which Components does Service Manager
use, name 4 of them.

Which 3 services (Windows) does Service

Manager use, and what do they do?

What is the minimum number of servers

being used for Service Manager and why?

77
 © 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.
78