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Achieving IT as a Service Objectives
ITIL®
COBIT®
MOF® Automation
Standardization
Compliance
Self-service
Reduce CostsIncrease Service LevelsFaster Time to DeliveryProvide More DataMore TransparencyCompliance
ITaaS Objectives
Process Design Implementation
Service Manager Enables Controlled Automation
Work
Ite
ms
Con
fig
ura
tion
It
em
s
Kn
ow
led
ge
Configuration Management
DB
Integration Centralized Data Storage Automation Interfaces
IT DataWarehouse
Service Manager Enables Self-Service
Portal
Reports & Dashboards
E-Mail & Other Clients
Excel
Service Manager Enables Standardization
Business Process Defined in TemplatesCMDB Data Standardization
Common ModelReconciliation 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
Bob Lemur
Service Catalog & Self-Service PortalOrchestrator / VMM IntegrationRelease ManagementSystem Center Data Warehouse
Automation
Standardization
Compliance
Self-service
Reduce CostsIncrease Service LevelsFaster Time to DeliveryProvide More DataMore TransparencyCompliance
ITaaS Objectives
IT as a Service Architecture for Service Manager 2012
Portal: Role-based Access, Self Service
CMDB
Models / Objects:Quota, Access, Costs,
Templates, VMs, Services, Clouds,
Runbooks
Request Processing:Business process WF engine
Service Catalog: Service and Request Offerings
Business Events
Subscriptions
Orchestrator: IT process automation
Run book
s
OMOther IT SystemsVMM
Connectors
DW
InvokeMonitor
Integration Packs
WI activities
Notifications
Approvals
PRESENTATIONIT Service Offerings
DATACMDB
enables standardizati
on and compliance
Automation
Request Processes
WORKFLOWRequest processes drive automation
Business Process
User
Role
s
Service & Request Offerings
Private CloudVM
Provisioning
Request Cloud
ApplicationsService
ProvisioningRequest
Fix for Service
UsersAccess
RequestsRequest Quota
Increase
Review Runbook Email
Data and Process Templates(standardized configurations)
Review Runbook Email
Review Runbook Email
Work Items (in-progress processes)
CMDB Objects
Review Runbook Email
Self service models and defaults
(Quotas, access tiers, costs)
SLAKnowledg
eSchedule
Cost
Data Sources(OM, AD,
VMM, SCO, CM)
1. Connectors import cloud objects & VMM templates, including SCO runbooks
DATA: CMDB enables standardization and compliance
Clouds UsersFabricTemplates Services VMsRunbooks
1
2 3
4
5
2. Admin creates SM templates to capture business process and the role of runbooks within the process3. Admin defines models and defaults to standardize offerings4. Admin specifies interaction with users – create questions and map to CMDB data5. Admin configures access roles to the offerings
Request TemplateCMDB
SCO Runbook
SC
O W
eb
S
erv
ice
1. SCO Connector syncs Runbook data to CMDB
3. Admin adds to request template includes RB activity, added to Service Catalog
6. SM workflow monitors RB status
SM Runbook ItemsRunbook 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 RunbookSCO Runbook
SM Runbooks Folder
Invoke
Monitor
WORKFLOW: Request processes drive automation
1
2
34
5
6
PRESENTATION: IT Service Offerings
Completely New PortalSilverlight web parts hosted in SharePoint Foundation 2010 or higherCustomize out-of-box web parts using SharePoint admin toolsExtensible via SharePoint extensibility for hosting web parts
Portal FeaturesService Catalog Scoped to User RolesCustomizable, Dynamic Forms
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 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)
Service Catalog Theory of Ops
Dynamic Request Form on the Portal
AuthorRequest Template
Service Request Templates defines business processes
Service Catalog Portal home page
Integrated CMDB
Clouds UsersFabricTemplates Services VMsRunbooks
Role-based access
Processes defined here drives automation
AuthorRequest Offerings
Request Offering maps User Input to Service Request Template
AuthorService
Offerings
Service Offerings is a collection of requests
Request triggers Workflows, approvals, notifications as defined by processes in templates
Reflection to Service Manager 2010
Self Service portal ode released - System Center Service Manager – Portal Source Code
Automation, can we do this with Service Manager 2010? YesCreate automated activities with Authoring ToolConfigure your templates in Service Manager console Create the Opalis policy with Service Manager IP (& other)
Opalis policies are not integratedNo Service Request & Service Catalogue
Can be done via Change Request ManagementCan be done via Codeplex SCSM Service Request MP
http://scsmservicerequest.codeplex.com/releases/view/46716
Scenario: Automated Self-service Cloud Requests
Create Opalis policy
Runbook Invoked
Deploy computer
End User
Change RequestCreated
SM Admin SCCM Admin
Authoring Tool
SCSM Template
s
Request OS
Deploy
SM Admin
IT as a Service with Service Manager 2010: Automated Activities with Opalis
demo
Service Catalog & Self-Service PortalOrchestrator / VMM IntegrationRelease ManagementSystem Center Data Warehouse
Automation
Standardization
Compliance
Self-service
Reduce CostsIncrease Service LevelsFaster Time to DeliveryProvide More DataMore TransparencyCompliance
ITaaS Objectives
Release Management
Release Management
Service Catalog & Self-Service PortalOrchestrator / VMM IntegrationRelease ManagementSystem Center Data Warehouse
Automation
Standardization
Compliance
Self-service
Reduce CostsIncrease Service LevelsFaster Time to DeliveryProvide More DataMore TransparencyCompliance
ITaaS Objectives
System Center Data Warehouse
Replace System Center Reporting Manager (SCRM)*Pull data from SM, OM & CM for a comprehensive view of ITEnable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR)
Enable self service report & dashboard authoring with OLAP cubesOLAP cubes powered by the System Center management pack modelReport authoring with Office integration for knowledge workers
OLAP
Data Warehous
e
Reflection to Service Manager 2010
Can we do this with Service Manager 2010? Yes (more or less)
MS Excel 2010 with PowerPivot add-on
Manual configuration of the OLAP cubes in ExcelPowerPivot for Microsoft Excel
PowerPivot for Microsoft Excel X86PowerPivot for Microsoft Excel X64
Data Warehouse in Service Manager 2010
demo
Scope of Service Manager 2012
Major Investment Areas
Service RequestsSelf-Service PortalRelease ManagementData Warehouse/ReportingOrchestrator/VMM Integration
Incremental Improvements
Incident SLAParent/Child Work ItemsAD Connector ImprovementsPowerShellSubscription InfrastructureParallel ActivitiesPerformance ImprovementsBug Fixes
Schedule
Public Beta – Q3 CY 2011RTM – Q2 CY 2012
© 2011 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.
Responsible for the Incident, Problem & Change Management chapters – Coming soon!
SCUG SCSM Blog: http://scug.be/blogs/scsm/default.aspx
