This session was presented by Ken Van Hyning, Group Program Manager of the Windows and Enterprise Management Division at Microsoft.
System Center is definitely focused on ITIL and knowledge management. Service desk is going to allow users to request software without IT involvement. It was unclear from the previous information, but was just mentioned specifically. It looks like it might require Office 2007 for some functionality. There is a desire to make it work out of the box, which is a relief. All of the integration could have been painful to set up. Everything will relate back to the CMDB, so everything in System Center will be integrated into one database.
Another focus is making it easy to customize and extend. I'm not sure what tools it will be using, but I'm guessing it will be some Visual Studio-like tool. Service Desk utilizes pieces of System Center, MOF, Visual Studio Team Services, Office, and Windows Server workflow services.
Service Desk will be driven by "solution packs". The direct comparison is MOM Management Packs. Out of the box, it will have incident and problem management, asset and life cycle management, and change management. The first example is change management. The theory is that you would install a change management pack that would install knowledge base articles into Sharepoint, forms into Forms server, and other pieces.
Analysts would be using Office to create new forms (Infopath), knowledge base articles, and reports. Visual Studio 2005 is the tool to do true extensions of the product, like console or portal changes.
Knowledge is available through Sharepoint and the portal. The CMDB will also be searchable from Sharepoint. It will use Sharepoint's approval engine to approve new articles. Knowledge articles will be in the standard Microsoft format. Search results will be integrated from TechNet and other Microsoft knowledge bases.
Forms will be hosted on Infopath Server 2007. The CMDB is the common database for all System Center data. It will contain relationships between asset items, users, etc.
MOM alerts can automatically generate an incident. The interface is still pretty rough, but it is very early code. I'm sure it will get the Microsoft treatment soon . Incidents will be easy to relate to other incidents to they can be worked on together. The workflow editor is a part of Visual Studio. It looks fairly simple, but it is looks like it would take a high level of knowledge to make a serious custom change.
Beta 1 will release in 2H 2006. Beta 2 will be available in 1H 2007, with RTM in the 2H 2007.
Q&A with paraphrased questions and answers:
1: Is the product going to automate user creation? The platform is there to do it, but it will not be a part of v1.
2: Will password change requests be automated? They are working with various product teams to create an integrated password reset tool, possibly with Winlogon and MIIS.
3: How does the CMDB in SCCM 2007 integrate with SCSD? SCCM is the first pass at the CMDB, but it is focused on a more granular part. It will be better integrated in the next version.
4: Will this help direct calls to the correct support team? Not out of the box, but it can be easily customizable with workflow.
5: What is the strategy to keep the data clean and discovering relationships? This space will be more focused on partners, but there will be things pulled in from SMS and MOM to help with that.
6: How do you identify relationships for the CMDB? There is a common CMDB model that helps define what entities are related. It can be done manually, but there is a focus on using SMS and MOM data to do this automatically.
7: Do you expect v1 to compete in all areas? The target is SMS and MOM customers, since no one integrates with them really. Competing with Remedy is not the primary target.
8: Will it integrate with Exchange 2007 and Windows PowerShell? You can create custom actions as a part of a workflow, but there will also be built-in functions. A form could be used to push the functionality to end users.
9: What are the requirements for the messaging system? No hard dependencies on Exchange. Sharepoint 2007, Forms Server 2007, and SQL 2005 are required.
10: Where does the data come from? It uses configuration and discovery from other products and relies on them for that data. There is no separate client.
11: Will there be a built-in knowledge base? One option is to integrate with the standard knowledge base. The other is to use a private knowledge base, similar to Right Answers.
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