Transcript SESSION CODE: SEC202 Justin Cook Principal Consultant, Systems Management and MOE Data#3 Steven Bird National Lead, Business Architecture, Strategic Consulting Data#3 SNEAK PEAK AT SERVICE MANAGER 2012 (c) 2011

SESSION CODE: SEC202
Justin Cook
Principal Consultant, Systems Management and MOE
Data#3
Steven Bird
National Lead, Business Architecture, Strategic Consulting
Data#3
SNEAK PEAK AT SERVICE
MANAGER 2012
(c) 2011 Microsoft. All rights reserved.
Agenda
► Introducing IT as a Service
► Major Updates
► Incremental Updates
► Service Catalog
– Service Offerings
– Request Offerings
► Release Management
► System Center Data Warehouse
(c) 2011 Microsoft. All rights reserved.
Achieving IT as a Service Objectives
MOF
Automation
ITaaS Objectives
Self-Service
ITIL
Standardisation
COBIT
Compliance
Process Design
Implementation
(c) 2011 Microsoft. All rights reserved.
►
►
►
►
►
►
Reduce Costs
Increase Service Levels
Faster Time to Delivery
Provide More Data
More Transparency
Compliance
Service Manager Enables Controlled Automation
IT Data
Warehouse
Knowledge
Configuration
Items
Work Items
Configuration
Management
DB
(c) 2011 Microsoft. All rights reserved.
Service Manager Enables Self Service
Reports &
Dashboards
E-Mail &
Other Clients
Portal
Excel
Service Manager Enables Standardisation
► Business Process Defined
in Templates
► CMDB Data
Standardisation
– Common Model
– Reconciliation of Data
► Service Catalog
Service Manager Enables Compliance
► Compliance is embedded in
process, standards, self-service,
and automation
► Compliance library maps legalese
to actionable IT control activities
► Compliance is continuously and
automatically evaluated in real
time
Service Manager 2012 – What’s Coming?
Major Investment Areas
► New End User Portal
► Service Catalog
– Service Offerings
– Request Offerings
► Release Management
► Orchestrator / VMM Connectors
► System Center Data Warehouse
– Data Cubes
– Analysis Libraries
Service Manager 2012 – What’s Coming?
Your Feedback -> Incremental Improvements
► Incident SLA
► Parent / Child Work Items
► AD Connector Improvements
► PowerShell
► Subscription Infrastructure Improvements
► Parallel Activities
► Performance Improvements
► Bug Fixes
IT as a Service Architecture for Service Manager
Portal: Role-based Access, Self Service
DW
PRESENTATION
Service Catalog:
Service
and Request Offerings
IT Service
Offerings
CMDB
Models / Objects:
Quota, Access, Costs,
Templates, VMs,
CMDB
enables
Services,
Clouds,
Runbooks
standardisation
DATA
and compliance
Connectors
Request Processing:
Business
Events
Subscriptions
Business process WF engine
WI activities
Request Processes
Monitor
Notifications
Approvals
Invoke
WORKFLOW
Orchestrator:
IT process drive automation
Run
Request processes
Automation
automation
books
Integration Packs
OM
VMM
Other IT
Systems
CMDB Enables Standardisation and Compliance
SLA
Private Cloud
Applications
Users
Knowledge
VM
Provisioning
Service
Provisioning
Access
Requests
Request Cloud
Request Fix for
Service
Request Quota
Increase
Schedule
5
User Roles
1. Connectors import
VMM cloud objects,
VMM templates and
SCO runbooks
Service & Request Offerings
4
Cost
2
Business Process
Data and Process Templates
(standardised configurations)
Review
Runbook
Email
Review
Runbook
Email
Review
Runbook
Email
3
Self service models and
defaults
(Quotas, access tiers, costs)
Work Items
Review
Runbook
2. SM templates
capture business
process and the role
of runbooks within
the process
3. Models and
defaults standardise
offerings
4. Specify interaction
with users – create
questions and map to
CMDB data
Email
5. Configure access
roles to the offerings
1
CMDB Objects
Runbooks
Clouds
Templates
Services
VMs
Fabric
Users
Data Sources
(OM, AD, VMM,
SCO, CM)
Workflow: Request Processes Drive Automation
1. SCO Connector syncs
Runbook data to CMDB
Service Catalog - Request Offering
2. Create Runbook
activity with parameters
mapped to properties
3
CMDB
3. Create request
template which includes
Runbook activity and is
added to Service Catalog
4
Request Template
5
Invoke
Monitor
Runbook Activity
SM Runbook Items
2
6
SCO
Connector
1
SCO Web Service
Service Request
4. User creates SR from
request offering
5. Runbook invoked
with user inputs
6. SM workflow
monitors RB status
SM Runbooks Folder
SCO Runbook
SCO Runbook
SCO Runbook
Presentation: IT Service Offerings
► New Features
– Silverlight web parts hosted in
SharePoint Foundation 2010 or
higher
– Customise out-of-box web
parts using SharePoint admin
tools
– Extensible via SharePoint
extensibility for hosting web
parts
► Portal Features
– Service Catalog Scoped to User
Roles
– Customisable, Dynamic Forms
New Connectors
Orchestrator and Virtual Machine Manager
► Orchestrator Connector
– Import Runbooks
– Invoke Runbooks in
Orchestrator from Service
Manager Workflows
– Monitor Runbook Status
► Virtual Machine Manager
Connector
– Import Cloud, VM and VM
Template Details
New Terminology
► Service Request:
– Work item used for requesting standard IT services
► Request Fulfillment:
– Process for managing Service Requests
► Service Catalog:
– The set of service offerings and request offerings provided by IT
to users
► Request Offering:
– Request offered by IT to users
► Service Offering:
– Service offered by IT to users including request offerings, SLA &
cost/chargeback details
► Technical Service (Service Maps):
– IT-facing service containing a configuration item dependency
map, supporting incident & change management scenarios –
(e.g., Exchange, Active Directory)
Service Catalog, Theory of Ops
Author
Request
Template
Service Request
Templates
defines business
processes
Processes
defined here
drives
automation
Request Offering maps User
Input to Service Request
Template
Service Offerings is a
collection of requests
Author
Service
Offerings
Author
Request
Offerings
Dynamic Request
Form on the
Portal
Service Catalog
Portal home
page
Request triggers
Workflows, approvals,
notifications as
defined by processes
in templates
Rolebased
access
Integrated CMDB
Runbooks
Clouds
Templates
Services
VMs
Fabric
Users
Scenario: Automated Self-Service Requests
Import
Runbooks
Configure
Request
Offering
Request
Service
SM Admin
End User
Service
Request
Created
(c) 2011 Microsoft. All rights reserved.
Runbook
Invoked
Service
Request
Completed
DEMO:
IT AS A SERVICE: PORTAL, SERVICE
CATALOG, SERVICE REQUESTS,
AND ORCHESTRATOR
INTEGRATION
Justin Cook
(c) 2011 Microsoft. All rights reserved.
Release Management
► Reduce Disruption Caused by Changes
► Streamline Change Management
► Large, Major or High Risk Changes
► Co-ordinated Release of Related Changes
► Group Changes into Releases
► Manage Release Management Processes
► Manage Application Release Lifecycle
(c) 2011 Microsoft. All rights reserved.
DEMO:
RELEASE MANAGEMENT
Justin Cook
(c) 2011 Microsoft. All rights reserved.
System Center Data Warehouse
► Replace System Center Reporting Manager (SCRM)*
– Pull data from SM, OM & CM for a comprehensive view of IT
– Enable direct publish to the Data Warehouse from custom sources
(i.e. SAP, HR)
► Enable self service report & dashboard authoring with
OLAP cubes
– OLAP cubes powered by the System Center management pack
model
– Report authoring with Office integration for knowledge workers
Data
Warehouse
DEMO:
SYSTEM CENTER DATA
WAREHOUSE
Justin Cook
(c) 2011 Microsoft. All rights reserved.
Release Dates
► Beta – Sept 2011
► RTM – Dec 2011
Related Content
► Contact Us:
– Justin Cook
• [email protected]
• [email protected]
• @JustinCook78
– Steven Bird
• [email protected]
(c) 2011 Microsoft. All rights reserved.
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