Service Manager & Orchestrator = IT Automation Gavin Kemp & Ellis Paul

Service Manager & Orchestrator IT Automation Gavin Kemp & 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 A look at cross platform integration / automation Service Request Fulfillment – a look at the new Service Catalogue capabilities of Service Manager

System Center Service Manager 2012 Delivering IT as a Service PROCESS AUTOMATION IT IT Service Service Management Management best best practices practices in in the the box box IT IT Governance Governance Risk Risk and and Compliance Compliance INTEGRATION Leverage Leverage System System Center Center investments investments Populate Populate CMDB CMDB with with connectors connectors SELF SERVICE Service Service Consumers Consumers Business Business Analysts Analysts End End Users Users

System Center Service Manager 2012 Features IT Service Management Incident and Problem Management Change and Release Management Service Request Fulfillment Service Level Agreement (SLA) support IT-as-a-Service Self-service Portal Service Catalogue Role-based offerings System Center Integration New connectors to VMM & Orchestrator Improved connectors to OM, CM & AD Orchestrator runbooks VMM Private Cloud integration Business Intelligence System Center Data Warehouse OLAP support for reporting and drilldown

IT Service Management with Service Manager Capacity Management Service Design Availability Management Service Asset & Configuration Management Incident Management Service Change Transition Management Service Problem Operation Management Risk Management Compliance Management Supplier Management Service Level Management Continual Service Improvement Service Measurement Release Management Event Management Knowledge Management Request Fulfillment Service Reporting

Incremental Improvements in SM 2012 Parent/Child Work Items AD Connector Improvements PowerShell Subscription Infrastructure Improvements Parallel Activities Performance Improvements Bug Fixes

Service Level Agreements Service Level Objectives (SLOs) – Supported for all work items – SLOs tied to pre-defined Queues – Supports different metrics Calendars – Business hours, Holidays – Multiple calendars Notifications – Views / Forms – Email notifications on warning and breach

System Center Integration Existing integrations updated – Active Directory Custom Custom LDAP, LDAP, AD AD groups groups – Operations Manager 2012 Azure Azure MP MP – Configuration Manager 2012 User-device User-device affinity affinity and and CM CM Exchange Exchange connector connector (e.g., (e.g., iOS, iOS, Android, Android, Blackberry) Blackberry) New integrations introduced – Orchestrator Automation, interface with other systems – Virtual Machine Manager Virtualization and Private Cloud

System Center Data Warehouse Integrates data from across System Center –– –– Pull Pull data data from from SM, SM, OM OM & & CM CM for for aa comprehensive comprehensive view view of of IT IT Enable Enable direct direct publish publish to to the the Data Data Warehouse Warehouse from from custom custom sources sources (i.e. (i.e. SAP, SAP, HR) HR) Enable self service report & dashboard authoring with OLAP cubes –– OLAP OLAP cubes cubes powered powered by by the the System System Center Center management management pack pack model model –– Report Report authoring authoring with with Office Office integration integration for for knowledge knowledge workers workers Data Warehouse OLAP

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System Center Orchestrator 2012: Process Automation That Simplifies Datacenter Management OPTIMIZE OPTIMIZE AND AND EXTEND EXTEND EXISTING EXISTING INVESTMENTS INVESTMENTS Integration Integration Optimize Optimize heterogeneous heterogeneous environments environments with with integration integration packs packs Easy–to-extend Easy–to-extend platform platform for for building building custom custom integrations integrations with with the the Quick Quick Integration Integration Kit Kit (QIK) (QIK) DELIVER DELIVER FLEXIBLE FLEXIBLE AND AND RELIABLE RELIABLE SERVICES SERVICES Orchestration Orchestration Accelerate Accelerate time time to to value value with with flexible flexible process process workflows workflows Improve Improve service service reliability reliability across across multiple multiple tools, tools, systems, systems, and and department department silos silos LOWER LOWER COSTS COSTS AND AND IMPROVE IMPROVE PREDICTABILITY PREDICTABILITY Automation Automation Enable Enable IT IT resources resources to to focus focus on on work work that that adds adds business business value value Reduce Reduce error-prone error-prone manual manual activities activities while while lowering lowering costs costs

Service Manager Orchestrator Service Manager Self Service Request Management Standardized IT Process Automation Governance and Compliance Systems Automation for IT Pros Heterogeneous Support Customer & Partner Extensible

New for 2012: Deep Integration Uses NEW Orchestrator 2012 REST-based Web Service to synchronize runbook definitions, invoke runbooks with parameters and get runbook results. Service Manager Connector for Orchestrator Orchestrator Integration Pack for Service Manager 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.

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IT as a Service Portal Silverlight Silverlight web web parts parts hosted hosted in in SharePoint SharePoint Foundation Foundation 2010 2010 or or higher higher Customize Customize out-of-box out-of-box web web parts parts using using SharePoint SharePoint admin admin tools tools Service Catalogue Services Services offered offered by by IT IT scoped scoped by by role-based role-based security security Users Users fill fill out out form form to to create create service service requests requests SR SR templates templates capture capture repeatable repeatable processes processes Dynamic Dynamic forms, forms, flexibility flexibility –– no no coding coding required required

Terminology Service Request: –– Work Work item item used used for for requesting requesting standard standard IT IT services services Request Fulfillment: –– Process Process for for managing managing Service Service Requests Requests Service Catalog: –– The The set set of of service service offerings offerings and and request request offerings offerings provided provided by by IT IT to to users users Request Offering –– Request Request offered offered by by IT IT to to users users (e.g., (e.g., Request Request mailbox mailbox storage storage increase) increase) Service Offering: –– Service Service offered offered by by IT IT to to users users including including request request offerings, offerings, SLA SLA & & cost/chargeback cost/chargeback details details (e.g., (e.g., Mailbox Mailbox Provisioning) Provisioning) Technical Service (Service Maps): –– IT-facing IT-facing service service containing containing aa configuration configuration item item dependency dependency map map supporting supporting incident incident & & change change management management scenarios scenarios –– (e.g., (e.g., Exchange, Exchange, Active Active Directory) Directory)

Service Catalogue Theory of Ops Service Request Templates defines business processes Author Request Template Processes defined here drives automation Request Offering maps User Input to Service Request Template Service Offerings is a collection of requests Author Service Offerings Author Request Offerings Dynamic Request Form on the Portal Service Catalog Portal home page Request triggers Workflows, approvals, notifications as defined by processes in templates Rolebased access Integrated CMDB Runbooks Clouds Templates Services VMs Fabric Users

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Request processes drive automation 1. SCO Connector syncs Runbook data to CMDB Service Catalog - Request Offering 2. Admin uses SM task to create RB activity w/ parameters mapped to properties CMDB Request Template Service Request 3. Admin adds to request template includes RB activity, added to Service Catalogue 4 5 Invoke Monitor Runbook Activity 2 SM Runbook Items 4. User creates SR from request offering 6 SCO Connector 1 SCO Web Service 3 5. Runbook invoked with user inputs 6. SM workflow monitors RB status SM Runbooks Folder SCO Runbook SCO Runbook SCO Runbook