Top 10 Production Experiences With Service Manager and Orchestrator

Speaker: Nathan Lasnoski, MVP

Focus is on Service Manager and Orchestrator.

Yu can transform a business in a way that other technology projects cannot.  These two products are transformative technologies.  Leads to process definition, cut through sacred cows, improve efficiency, and enable users to do what they are really interested in.


  • Processes are more clear
  • Common tasks are automated
  • People do tasks that use their skills
  • Time and resource spend is transparent

1) How to get started

Include the right people.  This is not just an IT project.  Examples of people to include: service desk manager, system center tech lead, IT leadership …. need a champion in the business with some influence.  Including the right people = success.  Not just a tech project and not just an ITIL project. 

2) Choose processes strategically

Look for the processes that have the biggest payoff.  They are the quick and influential wins.

  • Incident management
  • Service request management
  • Change management
  • Risk and compliance

3) Plan to transform process

A great tool doesn’t make a bad process better.  This is an opportunity to improve processes.

4) Plan requests first

Plan first, build later.

what are the questions you need to ask in the forms?  What data do you need to automate a process?  Organize the components and responsibilities.

5) Create a service catalogue

Everything IT does should end up in the service catalogue.  Use it to service both IT and end user requests.  Use service manager roles to constrain access.

SharePoint choices:  Enterprise edition gives PerformancePoint, but Foundation doesn’t. 

6) Don’t forget abut BI and reports

This might be the only view that the decision maker has of the system.  Ask the business decision maker (BDM) what it is they want to know.

7) Size your environment correctly

This requires big iron.  Minimum deployment is 4 servers.  Service Manager management server, datwarehouse + SQL, web server, and Orchestrator.  Can have additional management servers and web portals.  Could cluster datawarehouse. 

8) Have a development environment

Build and test in here.  Check performance!  Version control your management packs. 

9) Don’t Forget Training

Get buy-in by including people early in the planning.  Show ROI and why this system is good for them.  Train on what is relevant to them in the system.  ITIL/MOF important for implementers. 

10) Use a phased approach

Don’t try to do the whole thing at once.  Succeed end-to-end on each process.  Something always comes up; plan for that.  Check your can-do attitude – new requests can be done later.  Watch out for “tangents”.  Small chunks of measured and planned work are the key to success.

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