Transcript Configure App Controller Orchestrator Deploy Virtual Machine Manager Self Service Service Model Service Delivery & Automation Operations Manager Configuration Manager Data Protection Manager DC Admin Consumer Service Manager Service Manager Monitor Operate Application Management Service Delivery & Automation Infrastructure Management.

Configure
App Controller
Orchestrator
Deploy
Virtual Machine Manager
Self Service
Service
Model
Service
Delivery &
Automation
Operations Manager
Configuration Manager
Data Protection Manager
DC
Admin
Consumer
Service Manager
Service Manager
Monitor
Operate
Application Management
Service Delivery & Automation
Infrastructure Management
STANDARDIZATION
SELF SERVICE
AUTOMATION
Standardize the services provided
by IT to Consumers
Give Consumers of IT services the
ability to identify, access and
request services as needed
Automate the processes and
systems necessary to fulfill
Consumer requests.
Define the services to be offered
Compliance with Regulation
Define the request offerings that
Reliability
will Increased
be part of a service
offering
Simplicity of Choice
Identify who needs to be involved
(approvals, notifications, fulfillment)
Templates to capture standard
process for request fulfillment
Increased
Satisfaction
ControlledCustomer
empowerment
Costs based on
Request Reduced
offerings displayed
Nothing
user
role Lost in Translation
Intuitive, easy to navigate portal
Self-service reporting
Fasterrouting
Time of
torequests
Delivery
Automate
for
approvalReduced
and manualCosts
steps
Minimize
Human
Error
Automate
fulfillment
of the
service
request
Automate notifications
Service Catalog
Reports
Email / Mobile / Client
Self Service
Solutions
Compliance
& Risk
Change
Service
Request
Release
Templates
Integration
Problem
Forms
Knowledge
Work Items
Workflows
Configuration
Items
CMDB
Standardized
Process
Automation
Incident
Reporting &
Data
Warehouse
Import Data in
CMDB
Service Catalog
Service
Requests
& Incidents
Orchestrate People,
Process Workflows
Operate
IMPORT
BUILD
SELFSERVICE
Optimize
Proactively
Automate
Remediation
Monitor
Monitor Deployed
Services and
Applications
Import Data in
CMDB
Service Catalog
Templates
Workflows
Service Requests
Incident
Requests
4
Orchestrate People,
Process Workflows
Operate
1
2
IMPORT
BUILD
3
SELFSERVICE
Optimize
Proactively
Automate
Remediation
6
Monitor
5
Monitor Deployed
Services and
Applications
Components
CMDB
Connectors
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
Logical
Web
Computer
Printers
from
Sites
line
Networks
ofPrimary
business
User
applications
rd party
Load Manages
Databases
Desired
User
(LOB)
Balancers
or Configuration
other 3User
Load Services
Web
Management
management
Balancersystems
VIP Templates
Virtual Machines
Hosts
Exchange Servers
Domains
Sites
And much more…
SCCM
OM
AD
Computer in CMDB
FQDN
1
1
1
Network
Adapter
2
3
Hard Drive
4
4
5
5
IP Addr.
6
7
7
8
8
Components
Self Service Portal
Service Catalog
Service Request
Incident
Import Data in
CMDB
Service Catalog
Templates
Workflows
Service Request
Incident Request
4
Orchestrate People,
Process Workflows
Operate
1
2
IMPORT
BUILD
3
SELFSERVICE
Optimize
Proactively
Automate
Remediation
6
Monitor
5
Monitor Deployed
Services and
Applications
Components
Calendars
Service Level Objectives
Service Level Agreements
Calendars
Service Level Metrics
Service Level Objectives (SLOs)
 Supported for all work items
 SLOs tied to pre-defined queues
 Specify target and warning thresholds
Notifications
 Views/forms showing “color”-coded
breach/warning information
 Email notifications on warning
and breach
CALENDAR
 Business hours
+
SERVICE LEVEL METRIC
 Response time
 Resolution time
+
SERVICE LEVEL OBJECTIVE
 Work Item (Service Request
& Incident by default)
WORK ITEM SLA



Visibility
Notifications
Reactive Processes
Import Data in
CMDB
Service Catalog
Templates
Workflows
Service Requests
Incident
Requests
4
Orchestrate People,
Process Workflows
Operate
1
2
IMPORT
BUILD
3
SELFSERVICE
Optimize
Proactively
Automate
Remediation
6
Monitor
5
Monitor Deployed
Services and
Applications
Components
Service Manager
Change Management
Release Management
Incident Management
Orchestrator
Change management makes decisions
about individual changes
 Risk, Impact, Cost, Feasibility, and so on
Release management deploys one or more
approved changes to the controlled
environments
Project 1: HRWeb Upgrade
CR 1.1 Infra Upgrade
January Release
CR 2.1
Prepare Environments
CR 1.2 HRWeb
App. Upgrade
Project 3: New Printing Infra
CR 3.1 Network
Upgrade
February Release
CR 2.2
OCS to Lync Servers Upgrade
Project 2: OCS to Lync Upgrade
CR 3.2 …
CR 3.3 …
March Release
CR 2.3
Lync Client SW Upgrade
New workflow features
 Skip failed activity
 Skip unnecessary activity
Container activities
 Parallel
 Sequential
New CIs
 Environment
 Build
New Roles:
 Release Manager
 Activity Designer
New Relationships
 Parent-child (similar to one in
incident management)
 Change-to-release
 Dependent
Import Data in
CMDB
Service Catalog
Templates
Workflows
Service Requests
Incident
Requests
4
Orchestrate People,
Process Workflows
Operate
1
2
IMPORT
BUILD
3
SELFSERVICE
Optimize
Proactively
Automate
Remediation
6
Monitor
5
Monitor Deployed
Services and
Applications
STANDARDIZATION
SELF SERVICE
AUTOMATION
Standardize the services provided
by IT to Consumers
Give Consumers of IT services the
ability to identify, access and
request services as needed
Automate the processes and
systems necessary to fulfill
Consumer requests.
Define the services to be offered
Compliance with Regulation
Define the request offerings that
Increased
Reliability
will be
part of a service
offering
Simplicity of Choice
Identify who needs to be involved
(approvals, notifications, fulfillment)
Templates to capture standard
process for request fulfillment
Increased
Satisfaction
ControlledCustomer
empowerment
Reduced Costs
Request offerings displayed based on
Nothing
user
role Lost in Translation
Intuitive, easy to navigate portal
Self-service reporting
Faster routing
Time to
Delivery
Automate
of requests
for
approvalReduced
and manual
steps
Costs
Minimize
Human
Error
Automate
fulfillment
of the
service
request
Automate notifications
http://europe.msteched.com
www.microsoft.com/learning
http://microsoft.com/technet
http://microsoft.com/msdn
http://europe.msteched.com/sessions