Day 1, Session 4 Building Your Service Catalog

Day 1, Session 4Building Your Service Catalog

• Preparing Your CMDB for Self-Service • Configuring Virtualization Self-Service • Connecting Your Tenants to Cloud Resources • Day 1 Recap • Next Session Preview

Session 4 Overview

• Allows us to “close the loop” from an ITSM perspective • Rich repository of data for populating menus • Automates tracking of updates to our configuration

items (CI)• Easily create custom classes for tracking • Key data types • Contact Data (via user CIs in Active Directory)• Physical and Virtual Servers (via VMM and SCOM)• Service Info (VM and service templates) • Application Data (via SCCM, VMM, SCOM)

Why the CMDB is the Key to Self-Service

Preparing the CMDB for Self-Service

Connector Framework Integration – Configuration Item Visibility

Configuration Manager

Hardware inventory, software inventory, software updates

Primary computer owner based on Asset Intelligence data

Operations Manager

Operations Manager discovered objects

Distributed Applications (Service Manager Business Service based on deployed application from VMM Service Template)

Active Directory

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

User contact information, organization, notification addresses

Virtual Machine Manager

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 3rd Party management tools.

Integration

Service ManagerData WarehouseOrchestrat

or

Service Manager

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

Notifications via Exchange

LOB

3rd 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, 3rd Party tools and Line of Business ApplicationsInbound and outbound notifications and ReportingBi-directional Connector for automation activities and executing automation workflows

Configuring Connectors in Service Manager Demo

“Whitelisting” Additional Classes for the SCOM CI Connector

Demo

Automated Service Delivery ArchitectureService Catalog

Request Offering

Request

Runbook Activity1

4

2

3

5

RunbookRunbookRunbookSCOWeb

Service

Service

SM Runbook

6

Orchestrator

Service Manager

Action Reque

stCollec

tValida

teRecor

dExecu

te

Service Manager

Orchestrator

With Service Manager, you get the first four for free!

Building a Simple, Powerful and Effective Service and Request Offering

Demo

Configuring Virtualization Self-Service

IMPORT BUILD PUBLISH

Automated Request Fulfillment Steps

1 2 3

INVOKEMONITOR 5

6

CREATE4

Import Deploy VM

Runbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service

Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and

Deployed

•Templates:• Minimize data entry by providing

default values• Standardize processes• Ensures compliance• Standardized data capture• Can be used to create or update

any object

Import

Build•Request Offerings• Offering that Consumers

request using the Service Catalog

• Based on a template• Creates a Service Request or

Incident• Defines user prompts for data

input• Defines mapping of user

responses to properties

Publish•Service Offerings• Container used to identify and

classify standard IT services• Contains one or more request

offerings• Consistent display of service-

related details including:• Knowledge articles• Service level agreement

information• Cost and chargeback–related

information

Configuring Role-Based Access• Configured Using Catalog

Groups• 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 OfferingsEnterprise LOB App

Offerings

VDI Offerings

Development of Offerings

Simplified PortalEasy to use Portal

• Silverlight web parts provide rich experience

• Familiar SharePoint user experienceEasy to customize Portal

• Customize look & feel using standard SharePoint admin tools

• Dynamic forms are configuration driven using wizards

• Extensible via custom web parts

Self-Service Experience Tailored to User

• Provider-published and Consumer-initiated

• Expresses IT requests in business language

• Consistent delivery of service each time, every time

• Enables Consumer to choose what level of service + cost they want

Monitoring Progress

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 consumer

EMAIL NOTIFICATIONS

Notify about progress, failure, or successful completion

Rich HTML formatted emails with context data inserted

SERVICE MANAGER

Cloud Services Process Management Pack

Model Extensions & Views

ProjectCapacity PoolCost CenterLogical NetworkPlacement TagVIP Template…

Service Request Templates

20+ service request templates

• Provision VMs• Project

creation• Capacity

management

Automated work item activity templates

Service Catalog Content

20+ request offerings

Based on service request templates

Runbooks/Workflows

New runbooks for Orchestrator and workflows for Service Manager to automate request offering fulfillment

Configuring Your Self-Service Virtualization Provisioning Offering

Demo

Connecting Tenants to Your Cloud Resources

Updating User Roles You may need to update user roles to provision access to newly added resources, including:• New Service Templates• New Service and/or Request Offerings • New Fabric Resources

Users can have membership in multiple user roles

Updating User Roles Demo

In this module, you learned about:• Preparing Your CMDB for Self-Service • Configuring Virtualization Self-Service • Connecting Your Tenants to Cloud

Resources

Module Summary

Day 1 Recap Key Planning Considerations Mapping Requirements to Features Building the Cloud Fabric Developing Runbook Automation Designing Offerings for the Service Catalog Delivering an Optimal Self-Service ExperienceRegister for Day 2 of the JumpstartMoving from Private to Hybrid Cloud with System Center 2012 and Windows Azure IaaS available at http://www.microsoftvirtualacademy.com/

©2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Office, Azure, System Center, Dynamics 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.