A guiding light for the processes in your private cloud

Kurt Van HoeckeCommunity Expert -MVP

Kurt Van Hoecke

AGENDA

Welcome System Center 2012 enables IT service delivery Standarization for System Center Self-service and automation with System Center Monitor your automation and optimize

System Center 2012

Enables IT service delivery

Flexibility with delegation and control

Applications self-service across clouds

Physical, virtual, and cloud management

SYSTEM CENTER 2012 CLOUD AND DATACENTER MANAGEMENT

PREDICTABLE APPLICATIONSPRODUCTIVE

INFRASTRUCTUREYOUR CLOUD

Deliver flexible and cost-effective infrastructure with what you

already know and own.

Heterogeneous support

Process automation

Self-service infrastructure

Applications power your business.Deliver predictable application

service levels with deep application insight.

Private and public cloud computing

on your terms managed witha common toolset.

Deep application monitoring and diagnosis

Comprehensive application manageability

Service-centric approach

Heterogeneous support

Process automation

Self-service infrastructure

Deep application monitoring and diagnosis

Comprehensive application manageability

Service-centric approach

Flexibility with delegation and control

Applications self-service across clouds

Physical, virtual, and cloud management

Self Service

Service Delivery & Automation

SYSTEM CENTER HELPS DELIVER IT AS A SERVICE

Deploy

Configure

Service Model

DC Admin

Operate

Monitor

Virtual

Physical

Public Cloud

Private Cloud

Virtual Machine Manager

Operations Manager

App Controller

Service Manager

Service Manager

Orchestrator

Configuration Manager

Data Protection Manager

Consumer

Application ManagementService Delivery &

AutomationInfrastructure Management

DELIVERING IT SERVICES CONSISTENTLY

Standardization

ServiceConsumer

ServiceProvider

Self-Service

Automation

Processes

Systems

SERVICE DELIVERY AND AUTOMATION ARCHITECTURE

Third party management

tools

Service catalog Templates

Workflows

CMDB

Work

Ite

ms

Config

ura

tion

Ite

ms

Know

led

ge

Reporting and data warehousing

Self Service

Standardization

Automation

EmailMobile Portal

Release Management

Self-Service Incident Management

IT GRCOperationsManagement

Change Management

Standarization

How can Service Manager help on this?

Standarization with System Center 2012

Components Processes SC products Challenges

CMDB

Connectors

Service Requests

Configuration Management

All other Processes consume

Configuration Manager

Operations Manager

Virtual Machine Manager

Orchestrator

Asset Management

User/VM/Group… provisioning

Standard offerings for your IT

OVERVIEW OF CMDB CI IMPORT

Service Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

LOB

3rd Party Management Tools

Service TemplatesVirtual Machine TemplatesStorage ClassificationsLogical NetworksLoad BalancersLoad Balancer VIP Templates

VIRTUAL MACHINE MANAGER

ServersClientsHardwareWeb SitesDatabasesWeb ServicesVirtual MachinesHostsExchange ServersDomainsSitesAnd much more…

OPERATIONS MANAGER

ComputersHardwareSoftwareComputer Primary UserDesired Configuration Management

CONFIGURATION MANAGER

UsersGroupsComputersPrintersUser Manages User

ACTIVE DIRECTORY

Runbooks

Author workflows to sync data from line of business applications (LOB) or other 3rd party management systems

ORCHESTRATOR

CSV Data ImportCustom Connector using SDKPowerShell

OTHER OPTIONS

Configuration Manager

Operations Manager Active DirectoryVirtual Machine

Manager

CONNECTOR FRAMEWORK INTEGRATION Configuration item visibility

Hardware inventory, software inventory, software updates

Primary computer owner based on asset-intelligence data

Operations Manager discovered objects

Distributed applications (Service Manager Business Service based on deployed application from VMM service template)

Active Directory data for user, user groups, printers, computers

User contact information, organization, notification addresses

Virtual Machines and Virtual Machine Template configuration items

Service Manager connectors facilitate System Center and Exchange connectivity for CI data and notifications.

Orchestrator integration packs facilitate automating activities across System Center, LOB, and third-party management tools.

Service Manager connectors facilitate System Center and Exchange connectivity for CI data and notifications.

Orchestrator integration packs facilitate automating activities across System Center, LOB, and third-party management tools.

STANDARDIZE YOUR IT SERVICE DELIVERY START WITH DEFINING YOUR SERVICES…

An IT Service is “something” that IT delivers to the business...

… in a way the business understands it. Examples…

Intranet Portal Email / Voice Warehouse Automation Public Website

Once services are defined; the possible requests can be defined. Predictable request = consistant IT service delivery

Standarization with SC 2012

DEMO

SELF-SERVICE and automation

Central to Service Delivery Architecture & Automation

SELF-SERVICE and automation Service Catalog

Components Processes SC products Challenges

Self Service Portal

Service Catalog

Request fulfullement

Orch Runbooks

Service Request Management

Incident Management

Configuration Management

Configuration Manager

Operations Manager

Virtual Machine Manager

Orchestrator

Enginering User/VM/…

provisioning Standard

offerings for your IT

Rights assignment

SERVICE DELIVERY AND AUTOMATION KEY VALUE ENABLERS

STANDARDIZATION SELF SERVICE AUTOMATION

Give Consumers of IT services the ability to identify, access

and request services as needed

Controlled empowerment

Request offerings displayed based on user role

Intuitive, easy to navigate portal

Self-service reporting

Automate the processes and systems necessary to fulfill

Consumer requests.

Automate routing of requests for approval and manual steps

Automate fulfillment of the service request

Automate notifications

Standardize the services provided by IT to Consumers

Define the services to be offered

Define the request offerings that will be part of a service offering

Identify who needs to be involved (approvals, notifications, fulfillment)

Templates to capture standard process for request fulfillment

SELF-SERVICE PORTAL FEATURES

Service Catalog Role-based access Users fill forms to create service

requests Dynamic forms, flexibility

Help Articles Users can search and open

knowledge My Requests

View/Update own incident / service requests

My Activities View/Update own manual

activities Review and approve

TECHNICAL DETAILS FOR SM12 PORTAL

Web Content Server (WCS) IIS sites and app pools Service host: In-proc client and server SDK, communicates via WCF to SMDB Content host: Silverlight webparts packaged in XAP files Navigation between webparts handled in config files

Sharepoint site SharePoint Foundation 2010 or Enterprise Can use existing SharePoint farms SM webparts come with .aspx wrappers that include customizations; enable

SharePoint admin tools to customize Add other webparts via SharePoint extensibility

Supported configurations (installed via SM setup): SharePoint site and WCS co-located with SM management server SharePoint site and/or WCS remote from SM management server

AUTOMATION with Orchestrator Runbooks

PROCESS AUTOMATION SYSTEM AUTOMATION

Assignments and NotificationsApprovals

OrchestrationIntegration

Request ApprovalFulfillmen

t

ORCHESTRATOR INTEGRATION PACKS

Third Party Integration Packs

• 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!

Microsoft Integration Packs 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

INTEGRATION

Service ManagerData Warehouse

Orchestrator

Service Manager

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

Notifications via Exchange

LOB

Third Party Management Tools

Inbound to System CenterBi-directional from OrchestratorBi-directional for notifications/reportingBi-directional run book integration

Configuration items and automation data populated into CMDBAutomation commands issued to System Center, third-party tools, and line-of-business applicationsInbound and outbound notifications and reportingBi-directional connector for automation activities and executing automation workflows

IMPORT BUILD PUBLISH

AUTOMATED REQUEST FULFILLMENT IN 6 STEPS

1 2 3

INVOKEMONITOR 5

6

CREATE

4

Import Deploy VM

Runbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and

Deployed

SERVICE CATALOG AND PORTAL

DEMO

MONITOR & OPTIMIZE

Automation monitoring

SELF-SERVICE and automation Service Catalog

Components Processes SC products Challenges

Self Service Portal

Service Manager console

Orchestrator web portal

Orchestrator designer

Service Request Management

Orchestrator Service

Manager

Automation follow-up

Process follow-up

MONITORING PROGRESS OF REQUESTS

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

SERVICE MANAGER

CONTINIOUS IMPROVEMENT

Service Manageme

nt

Service Assessmen

t

Service Improveme

nt

Monitor & Optimize

DEMO

SERVICE DELIVERY AND AUTOMATION KEY VALUE ENABLERS

STANDARDIZATION SELF SERVICE AUTOMATION

Give Consumers of IT services the ability to identify, access

and request services as needed

Controlled empowerment

Request offerings displayed based on user role

Intuitive, easy to navigate portal

Self-service reporting

Automate the processes and systems necessary to fulfill

Consumer requests.

Automate routing of requests for approval and manual steps

Automate fulfillment of the service request

Automate notifications

Standardize the services provided by IT to Consumers

Define the services to be offered

Define the request offerings that will be part of a service offering

Identify who needs to be involved (approvals, notifications, fulfillment)

Templates to capture standard process for request fulfillment

Compliance with RegulationIncreased ReliabilitySimplicity of Choice

Increased Customer Satisfaction

Reduced CostsNothing Lost in Translation

Faster Time to DeliveryReduced Costs

Minimize Human Error

Questions?

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.