Transcript System Center Helps Deliver IT as a Service

Automated, Standardized, Self-service Private Cloud
Service Delivery
Agenda
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Introduction
Standardization, Self-Service, and Automation
High Level Solution Architecture
Automated Request Fulfillment in Six Steps
Self-Service Reporting
Q&A
System Center Helps Deliver IT as a Service
Configure
App Controller
Orchestrator
Deploy
Virtual Machine Manager
Self Service
Service
Model
Service
Delivery &
Automation
Operations Manager
Configuration Manager
Data Protection Manager
Service
Provider
Customer
Service Manager
Service Manager
Monitor
Operate
Application Management
Service Delivery & Automation
Infrastructure Management
Service Delivery and Automation Key Value Enablers
STANDARDIZATION
SELF SERVICE
AUTOMATION
Standardize the services provided
by IT to Customers
Give Customers of IT services the
ability to identify, access and request
services as needed
Automate the processes and systems
necessary to fulfill Customer requests.
Define the services to be offered
Compliance with Policies
Define the request offerings that will
Increased
be part
of a serviceReliability
offering
Simplicity of Choice
Identify who needs to be involved
(approvals, notifications, fulfillment)
Create templates to capture standard
process for request fulfillment
Increased
Customer Satisfaction
Controlled empowerment
Nothing
Lostdisplayed
in Translation
Request
offerings
based on
user role Reduced Costs
Intuitive, easy to navigate portal
Self-service reporting
Automate routing of requests for
approval
andTime
manualtosteps
Faster
Delivery
Minimize
Human
Automate
fulfillment
of theError
service
request Reduced Costs
Automate notifications
Service Delivery and Automation Architecture
Mobile
Email
Portal
Self Service
Reporting and
data warehouse
Service Catalog
Workflows
Automation
Knowledge
Configuration
Items
Work Items
Standardization
CMDB
Templates
3rd Party
Management
Tools
Automated Request Fulfillment in 6 Steps
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CREATE
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2
3
IMPORT
BUILD
PUBLISH
MONITOR
6
INVOKE
5
Automated Request Fulfillment in 6 Steps
Import Deploy VM
Runbook & Data
Build ‘New VM’
Request Offering
Create a ‘New VM’
Request
Publish ‘New VM’
to Service Catalog
4
CREATE
1
2
3
IMPORT
BUILD
PUBLISH
MONITOR
6
Monitor for New VM
Created and Deployed
INVOKE
5
Invoke
Deploy VM Runbook
IMPORTING DATA & RUNBOOKS TO ENABLE
SELF-SERVICE AND AUTOMATION
Service Manager
Orchestrator
Virtual Machine Manager
Operations Manager
Configuration Manager
Import
VIRTUAL
CONFIGURATION
OPERATIONS
ACTIVE
OTHER
ORCHESTRATOR
MACHINE
DIRECTORY
OPTIONS
MANAGER
MANAGER
MANAGER
Virtual Machine Manager
Operations Manager
Configuration Manager
Service
Manager
Active Directory
LOB
3rd Party Management Tools
Orchestrator
CSV Data
Service
Servers
Computers
Users
Runbooks
Templates
Import
Virtual Machine
Clients
Hardware
Groups
Custom
Connector
Templates
using SDK
Storageworkflows
Hardware
Software
Computers
Author
PowerShell
Classifications
to sync data from
Logical
Web
Computer
Printers
line
ofSites
business
Networks
Primary
applications
User
(LOB) or
Load Manages
Databases
Desired
User
other
Balancers
3rdConfiguration
party User
management
Management
systems
Load Services
Web
Balancer VIP Templates
Virtual Machines
Hosts
Exchange Servers
Domains
Sites
And much more…
Automated Request Fulfillment in 6 Steps
Import Deploy VM
Runbook & Data
Build ‘New VM’
Request Offering
Create a ‘New VM’
Request
Publish ‘New VM’
to Service Catalog
4
CREATE
1
2
3
IMPORT
BUILD
PUBLISH
MONITOR
6
Monitor for New VM
Created and Deployed
INVOKE
5
Invoke
Deploy VM Runbook
BUILDING STANDARDIZED REQUEST OFFERINGS
Service Manager
Templates
• Minimize data entry by providing default
values
• Standardize processes
• Ensures compliance
• Standardized data capture
• Can be used to create or update any object
Request Offerings
• Offering created by IT service provider that
Customers request using the Service
Catalog
• Based on a template
• Creates a Service Request or Incident
• Defines user prompts for data input
• Free text entry
• List
• Query-based list for selection of CMDB objects
• Other types of input
• Defines mapping of user responses to
properties of the service request or
incident being created
Automated Request Fulfillment in 6 Steps
Import Deploy VM
Runbook & Data
Build ‘New VM’
Request Offering
Create a ‘New VM’
Request
Publish ‘New VM’
to Service Catalog
4
CREATE
1
2
3
IMPORT
BUILD
PUBLISH
MONITOR
6
Monitor for New VM
Created and Deployed
INVOKE
5
Invoke
Deploy VM Runbook
PUBLISHING STANDARDIZED REQUEST OFFERINGS
Service Manager
Service Offerings
• Container used to identify and
classify standard IT services
• Contains one or more request
offerings
• Consistent display of servicerelated details including:
• Knowledge articles
• Service level agreement
information
• Cost and chargeback–related
information
Configuring Role-Based Access
• User sees offerings based on
their role
• User roles mapped to user
groups within Active Directory
• Provide access at the service
offering level or at the
individual request offering
level
Private Cloud Offerings
Enterprise LOB App Offerings
VDI Offerings
Development Offerings
DEMO
BUILDING AND PUBLISHING
STANDARDIZED REQUEST OFFERINGS TO
THE SERVICE CATALOG
Cloud Services Process Management Pack
Model Extensions & Views
Project
Capacity Pool
Cost Center
Logical Network
Placement Tag
VIP Template
…
Service Request Templates
Service Catalog Content
20+ service
request templates
20+ request
offerings
• Provision VMs
• Project creation
• Capacity
management
Based on service
request templates
Automated work
item activity
templates
Runbooks/Workflows
New runbooks for
Orchestrator and
workflows for
Service Manager
to automate
request offering
fulfillment
Automated Request Fulfillment in 6 Steps
Import Deploy VM
Runbook & Data
Build ‘New VM’
Request Offering
Create a ‘New VM’
Request
Publish ‘New VM’
to Service Catalog
4
CREATE
1
2
3
IMPORT
BUILD
PUBLISH
MONITOR
6
Monitor for New VM
Created and Deployed
INVOKE
5
Invoke
Deploy VM Runbook
CREATING REQUEST OFFERINGS IN SELF-SERVICE PORTAL
Service Manager
Simplified Portal
Easy to use Portal
• Silverlight web parts provide rich experience
• Familiar SharePoint user experience
Easy to customize Portal
• Customize look & feel using standard SharePoint
admin tools
• Dynamic forms are configuration driven using
wizards
• Extensible via custom web parts
Controlled Empowerment
• Provider-published and Customerinitiated
• Expresses IT requests in business
language
• Consistent delivery of service each
time, every time
• Enables Customer to choose what
level of service + cost they want
DEMO
CREATING A SERVICE REQUEST IN THE SELFSERVICE PORTAL SERVICE CATALOG
Automated Request Fulfillment in 6 Steps
Import Deploy VM
Runbook & Data
Build ‘New VM’
Request Offering
Create a ‘New VM’
Request
Publish ‘New VM’
to Service Catalog
4
CREATE
1
2
3
IMPORT
BUILD
PUBLISH
MONITOR
6
Monitor for New VM
Created and Deployed
INVOKE
5
Invoke
Deploy VM Runbook
INVOKING RUNBOOKS TO AUTOMATE FULFILLMENT
Service Manager
Orchestrator
Invoke
Virtual Machine Manager
Operations Manager
Configuration Manager
Service
Manager
Active Directory
LOB
3rd Party Management Tools
Orchestrator
Automation Concepts
ACTIVITIES
Units of execution
that perform
defined actions
Invoke Web
Services
Query
Database
Run .Net
Script
Send e-mail
RUNBOOKS
DATABUS
System level
workflows that
execute a series of
linked activities
Publish and
consume data
between activities
as a runbook runs
Create
Incident
Create
Checkpoint
Shut Down
VM
Compare
Values
E-mail on
error
Return Data
Start Maint
Mode
Check
Schedule
Update on
success
Get Server ID
from DPM
Get Data
Sources
Create Recovery
Point
DESIGNER
Drag, drop, and
configure Visiolike authoring
Orchestrator Integration Packs
Microsoft Integration Packs
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System Center 2007 Operations Manager
System Center 2007 Configuration Manager
System Center 2010 Service Manager
System Center 2008 Virtual Machine Manager
System Center 2010 Data Protection Manager
System Center 2012 Operations Manager
System Center 2012 Configuration Manager
System Center 2012 Service Manager
System Center 2012 Virtual Machine Manager
System Center 2012 Data Protection Manager
Active Directory
Third Party Integration Packs
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VMWare vSphere
BMC BladeLogic
BMC Remedy
BMC Atrium
BMC Event Manager
HP Operations Manager
HP Service Manager
HP iLO & OA
IBM Netcool
Or build your own!
Automated Request Fulfillment in 6 Steps
Import Deploy VM
Runbook & Data
Build ‘New VM’
Request Offering
Create a ‘New VM’
Request
Publish ‘New VM’
to Service Catalog
4
CREATE
1
2
3
IMPORT
BUILD
PUBLISH
MONITOR
6
Monitor for New VM
Created and Deployed
INVOKE
5
Invoke
Deploy VM Runbook
MONITORING AUTOMATED RUNBOOKS
Service Manager
Orchestrator
Monitoring Progress
SERVICE MANAGER
View status in
work item forms
Easily link over to
Orchestrator
console to view
detailed status
Retry failed
runbooks
ORCHESTRATOR
Detailed status
down to activity
level
Historical view of
runbook execution
Input, output and
runtime variable
data
SELF-SERVICE PORTAL
Summarized view
of status for
Customer
EMAIL NOTIFICATIONS
Notify about
progress, failure,
or successful
completion
Rich HTML
formatted emails
with context data
inserted
Automated Request Fulfillment in 6 Steps
Import Deploy VM
Runbook & Data
Build ‘New VM’
Request Offering
Create a ‘New VM’
Request
Publish ‘New VM’
to Service Catalog
4
CREATE
1
2
3
IMPORT
BUILD
PUBLISH
INVOKE
MONITOR
6
Monitor for New VM
Created and Deployed
5
Invoke
Deploy VM Runbook
DEMO
INVOKING A RUNBOOK AND MONITORING
PROGRESS & AUTHORING RUNBOOKS
DEMO
AUTOMATIC REMEDIATION (IF TIME ALLOWS)
REPORTING
Service Manager
Service Manager Data Warehouse
Cross System Center Reporting Solution
Pull data from Service Manager, Operations Manager,
Configuration Manager, Virtual Machine Manager and Active
Directory for a comprehensive view of IT
Enable direct publish to the data warehouse from custom
sources (such as SAP and HR)
or
Custom SQL Repository
Data Warehouse
Report and Dashboard Authoring with OLAP Cubes
OLAP cubes powered by the System Center management
pack model
Report authoring with Microsoft Office integration for
knowledge workers
OLAP
Cubes
SQL Reporting Services
• Self-service reporting in a
browser or in Service
Manager console
• Publish reports
automatically to SharePoint,
file share, or send via email
• Author new reports or
customize reports using
Microsoft tools or creating
linked reports
• 30+ reports provided out of
box
Microsoft Excel
• Pivot tables and charts
present formatted data
queried from the Service
Manager data mart cubes
• Excel enables ad hoc selfservice analysis
• SharePoint enables sharing
and collaboration
• Access workbooks from
inside the Service Manager
console
Dashboards
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Create SharePoint document
libraries with Excel workbooks
which contain dashboard style
pivot charts
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Format SQL Reporting
Services reports in a
dashboard format
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Embed the Excel workbooks
or SRS reports in a SharePoint
site as web parts
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Use Performance Point in
SharePoint (Enterprise only)
DEMO
SELF-SERVICE REPORTING
Service Delivery and Automation Key Value Enablers
STANDARDIZATION
SELF SERVICE
AUTOMATION
Standardize the services provided
by IT to Customers
Give Customers of IT services the
ability to identify, access and request
services as needed
Automate the processes and systems
necessary to fulfill Customer requests.
Define the services to be offered
Compliance with Regulation
Define the request offerings that will
Increased
be part
of a serviceReliability
offering
Simplicity of Choice
Identify who needs to be involved
(approvals, notifications, fulfillment)
Create templates to capture standard
process for request fulfillment
Increased
Customer Satisfaction
Controlled empowerment
Reduced
Costsbased on
Request offerings
displayed
Nothing
Lost in Translation
user
role
Intuitive, easy to navigate portal
Self-service reporting
Automate routing of requests for
approval
andTime
manualtosteps
Faster
Delivery
Costs
AutomateReduced
fulfillment of
the service
request
Minimize Human Error
Automate notifications