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Enabling Mature Self Service with System Center 2012
Justin Cook (Data#3)Principal Consultant, Systems Management & User Computing
Jeffrey Cook (Data#3)Solution Consultant, Systems Management & User Computing
SIM321
Agenda
The Past and Present of IT OperationsSelf Service Portals and Automation
Configuration ManagerVirtual Machine ManagerApp ControllerOrchestrator
Tying It All Together with Service ManagerService Manager Service Request Tips (Top 5)Questions
Traditional IT
Service Requests initiated by phoneManual and Repetitive TasksHigh workload results in slow response times and dissatisfied usersA Service Catalog is just something we have read about?
The Future is Now
Deliver automation utilising the components of System Center 2012
Empower users through self serviceReduce time to complete requests
Decrease staff effort and costsAllow staff to focus on innovation
Configuration Manager Self Service
Configuration Manager 2012
Software Center
Available SoftwareSoftware Installation StatusInstalled SoftwareClient Settings Management
Application Catalog
View and Request Available ApplicationsApplication Request Manage Primary and Mobile Devices
Workflow Based Approval
Built In Approval WorkflowLimited to SCCM ConsoleNo Notifications
Application Approval Workflow Solution Accelerator
Service Manager Based ApprovalSync Application Data into CMDBCreate Service Request in SCSMReturn Approved Workflow to SCCM
demo
Jeffrey CookSolution Consultant, Systems Management and End User ComputingData#3
SCCM Application Catalog
Virtual Machine Manager and App Controller Self Service
VMM 2012 Self Service Portal
Create New Virtual MachinesRole Based AccessManage VM State
Start, Stop, Pause, ShutdownMount Media and Remote VMsCreate, Remove and Restore CheckpointsSave and Remove VMsDeprecated Portal
App Controller 2012 Self Service Portal
Manage Clouds (Public and Private), VMs and Services
Includes Subscriptions, Quotas and Templates
View and Update Library ObjectsPerform Administration TasksRole Based AccessMany Features from VMM Console
System Center 2012 Orchestrator
Orchestrator 2012
Automate routine IT support activitiesAutomation includes
Active DirectorySystem Center 2012File Services…..
Create Incident
Create Checkpoint
Start Maint Mode
Shut Down VM
E-mail on error
Update on success
Invoke Web Services
Compare Values
Send e-mail
Query Database
Run .NetScript
Return Data Check Schedule
Orchestrator
Automate Routine Activities
Run system commandsPerform schedule-based activitiesMonitor processes or system-level alertsManage file interactions such as copying and moving filesSend e-mail notificationsSearch for or modify data within a workflow
Create Incident
Create Checkpoint
Start Maint Mode
Shut Down VM
E-mail on error
Update on success
Orchestrator
Building Automation – Build Your Own
External interface to System Center and
Other Products via Integration Packs Take advantage of existing investments
PowerShell .NET scripting Third-party APIs
Build your own custom Runbooks
Orchestrator
Orchestrator 2012 Web Console
View Runbooks, Instances and DefinitionsView Runbook ServersInitiate RunbooksMonitor Runbooks and View Runbook LogsView Runbook Server EventsThere are Limitations….
demo
Jeffrey CookSolution Consultant, Systems Management and End User ComputingData#3
SCO Runbooks and Self Service Portal
Tying it all Together
Multiple Self Service options, which one is right for me?
SCCM App Catalog and Software Center?SCVMM Self Service Portal?SC App Controller Self Service Portal?SCO Web Console?
SCSM delivers flexibility and control
System Center
System Center 2012 Service Manager
Service Manager 2012
IT Service ManagementGovernance, Risk & Compliance managementAutomating ITIL & MOF processesSelf Service Request and Automation
Service Manager
Why Service Manager?
Third party management
tools
Service Catalog
Templates
Workflows
CMDB
Work
It
em
s
Config
ura
tion
Ite
ms
Know
led
ge
Reporting and data warehousing
EmailMobile Portal
Integration
Process Automation
Self Service / Reporting
ITIL Processes Change Release
Request Fulfilment
Incident Problem
Predictable Service Delivery
Consumer enters self-
service request for deployment
Consumer accesses service catalog
IT automates process
IT provisions service
IT approves (or rejects) request
Consumer accesses service catalog
Consumer enters self-service request for deployment
IT approves (or rejects) requestIT automates processIT provisions service
demo
Jeffrey CookSolution Consultant, Systems Management and End User ComputingData#3
Service Manager Self Service – Application Distribution
Service Manager Service Request Tips (Top 5)
Orchestrator Enhances Service Manager Request OfferingsUse Runbooks to Automate Review Activity PopulationProvide Notifications From Within RunbooksExtend the Service Request Class with Additional PropertiesCIs must be Related to Service Requests
Service Manager
demo
Justin CookPrincipal Consultant, Systems Management and End User ComputingData#3
Service Manager Self Service – Advanced Self Service
Session Review
The Past and Present of IT OperationsSelf Service Portals and Automation
Configuration ManagerVirtual Machine ManagerApp ControllerOrchestrator
Service Manager Service Catalog and Self ServiceService Manager Tips
Related ContentSIM332 – Private Cloud Service Delivery and Automation (Fri 9:45)SIM333 – System Center 2012 Application Management (Fri 11:30)VIR334 – SC2012 Infrastructure Components Management (Fri 1:45)
70-246 (Monitoring and Operating a Private Cloud)70-247 (Configuring and Deploying a Private Cloud
Speaker Lounge – Thurs 1PM, Fri 12:45Symantec Booth (Thurs Lunch), Datacentre Area Microsoft StandService Manager Product Team Blog - http://blogs.technet.com/b/servicemanager/SystemCenterTech Blog – www.systemcentertech.com
© 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.
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