Gavin Kemp amp Ellis Paul Microsoft UK Session Objectives and Takeaways or Runbook Automation Service Request Fulfillment Automated Change Management IT as a Service Private Cloud Overview of changes in Service Manager ID: 551773
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Slide1
Service Manager & Orchestrator = IT Automation
Gavin Kemp & Ellis Paul
Microsoft UKSlide2
Session Objectives and Takeaways
…or Runbook Automation, Service Request Fulfillment, Automated Change Management, IT as a Service, Private Cloud…
Overview of changes in Service Manager
A look at cross platform integration / automation
Service Request Fulfillment – a look at the new Service Catalogue capabilities of Service ManagerSlide3
System Center Service Manager 2012
Delivering
IT as a Service
Process Automation
IT Service Management
b
est
p
ractices in the box
IT Governance Risk and Compliance
Self Service
Service Consumers
Business
Analysts
End Users
Leverage System Center investments
Populate CMDB
with connectors
IntegrationSlide4
System Center Service Manager 2012 FeaturesSlide5
IT Service Management with
Service ManagerSlide6
Incremental Improvements in SM 2012
Parent/Child Work Items
AD Connector Improvements
PowerShell
Subscription Infrastructure Improvements
Parallel ActivitiesPerformance ImprovementsBug FixesSlide7
Service Level Agreements
Service Level Objectives (SLOs)
Supported for all work items
SLOs tied to pre-defined Queues
Supports different metrics
CalendarsBusiness hours, HolidaysMultiple calendarsNotifications
Views / FormsEmail notifications on warning and breachSlide8
System Center Integration
Existing integrations updated
Active
Directory
Custom LDAP, AD groups
Operations Manager 2012Azure MPConfiguration Manager 2012User-device affinity and CM Exchange connector (e.g., iOS, Android, Blackberry)
New integrations introducedOrchestrator Automation, interface with other systemsVirtual Machine ManagerVirtualization and Private CloudSlide9
System Center Data Warehouse
Integrates data from across System Center
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 modelReport authoring with Office integration for knowledge workers
OLAP
Data WarehouseSlide10
demo Slide11
System Center Orchestrator 2012:
Process Automation That Simplifies Datacenter Management
Deliver flexible and reliable services
Optimize and extend existing investments
Lower costs and improve predictability
Optimize heterogeneous environments with integration packs
Easy–to-extend platform for building custom integrations with the Quick Integration Kit (QIK)
Accelerate time to value with flexible process workflows
Improve service reliability across multiple tools, systems, and department silos
Enable IT resources to focus on work that adds business value
Reduce error-prone manual activities while lowering costs
Automation
Orchestration
IntegrationSlide12
Service Manager + Orchestrator
Service Manager
Systems Automation for IT Pros
Heterogeneous Support
Customer & Partner Extensible
Self Service Request
Management
Standardized IT Process Automation
Governance and ComplianceSlide13
New for 2012: Deep Integration
Service Manager Connector
for Orchestrator
Orchestrator Integration Pack for
Service Manager
Uses NEW Orchestrator 2012 REST-based Web Service to synchronize runbook definitions, invoke runbooks with parameters and get runbook results.
Uses Service Manager API to allow runbook authors to interact with Service Manager objects. Allows Runbooks interact with CMDB, Service Manager Work Items, use Service Manager Templates, interact with attachments, etc. Slide14
demo Slide15
IT as a Service
Portal
Silverlight web parts hosted in SharePoint Foundation 2010 or higher
Customize out-of-box web parts using SharePoint admin
tools
Service CatalogueServices offered by IT scoped by role-based security
Users fill out form to create service requestsSR templates capture repeatable processesDynamic forms, flexibility – no coding requiredSlide16
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 usersRequest OfferingRequest offered by IT to users (e.g., Request mailbox storage increase)Service Offering:Service offered by IT to users including request offerings, SLA & cost/chargeback details (e.g., Mailbox Provisioning)
Technical Service (Service Maps): IT-facing service containing a configuration item dependency map supporting incident & change management scenarios – (e.g., Exchange, Active Directory)Slide17
Service Catalogue Theory of Ops
Dynamic Request Form
on the Portal
Author
Request Template
Service Request Templates
defines business processes
Service Catalog
Portal home page
Integrated CMDB
Clouds
Users
Fabric
Templates
Services
VMs
Runbooks
Role-based access
Processes
defined here
drives
automation
Author
Request Offerings
Request Offering
maps User Input to Service Request Template
Author
Service Offerings
Service Offerings
is a collection of requests
Request triggers Workflows, approvals, notifications as defined by processes in templatesSlide18
demo Slide19
Request Template
CMDB
SCO Runbook
SCO Web Service
1. SCO Connector syncs Runbook data to CMDB
3. Admin adds to
r
equest template includes RB activity, added to Service Catalogue
6. SM workflow monitors RB status
SM Runbook Items
Runbook Activity
2. Admin uses SM task to create RB activity w/ parameters mapped to properties
Service Request
4. User creates SR from request offering
5. Runbook invoked with user inputs
SCO
Connector
Service Catalog - Request Offering
SCO Runbook
SCO Runbook
SM Runbooks Folder
Invoke
Monitor
Request
processes drive automation
1
2
3
4
5
6Slide20