Orchestrator is the killer app of System Center. It allows an IT department to automate the tasks that they would alternatively be performing manually. This can amount to literally hundreds of hours of time savings. Literally take a task that would alternatively been manual and refactor it into an automated process, where System Center Service Manager is receiving the request and Orchestrator is performing it. You will see immediate cost savings associated with eliminating manual tasks, faster turnaround on user requests, and better quality through repeatable automation. To start your own economic breakdown, take the task, identify the time invested, the quantity of times performed across the year, and compare to the new, automated process. Try to also include request costs, as well as time that you spend communicating and spinning up / spinning down the provisioning process.
The current state of affairs. The interaction between IT and the business is largely manual. It is comprised of emails that flow back and forth, or tickets without enough information to be effective. This is followed by a manual and time intensive provisioning process. Think of these processes in real terms, such as "new user", "terminate user", "new SharePoint site", "folder access", etc. Now… let's look at the same process with Service Manager and Orchestrator. The request is generated through the Self Service portal by selecting a type of request, which you define. The user then completes a form, which provides the exact data necessary to complete the request. This can be either free-form, or come from the CMDB data that has already been brought in from other System Center tools. Finally, the process, rather than being manually performed, is automated through Orchestrator.
What do the economics look like? Let's take an average user provisioning process for a 500 person company. We'll assume this company has about 10% to 20% turnover in a given year. Here is a typical provisioning cost, taking into account the HR / manager requesting the user, as well as the help desk and IT professional time. This includes creating the user, enabling Exchange, enabling Lync, and creating a home directory. Now, take a look at the economics of a straightforward request, that gets the right information the right time. That alone would have saved money, but, you'll see the real cost savings comes from the integration with Orchestrator. I am confident that any business can be more productive and save money by combining Service Manager and Orchestrator. The second you can take a manual process and automate it, you have a clear, repeatable ROI for improving the way IT delivers its services. Come see us at MMS 2012! We'll be presenting on a similar topic, which is the "Top 10 Production Experiences with Service Manager and Orchestrator". This will discuss current production deployments of System Center and the direct cost savings we've experienced in straightforward, though often crazy interesting examples. Nathan Lasnoski