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IT Service Management 06 | What’s New in System Center 2012 R2 Jump Start. Brannan MathersonProduct Marketing Manager Symon PerrimanSenior Technical Evangelist. IT Service Management. What’s New in System Center 2012 R2 Jump Start. The Cloud OS. Infrastructure Provisioning - PowerPoint PPT Presentation
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Brannan Matherson Product Marketing ManagerSymon Perriman Senior Technical Evangelist
IT Service Management06 | What’s New in System Center 2012 R2 Jump Start
IT Service Management
Infrastructure Provisioning
Enable enterprise-class multitenant infrastructure for hybrid environments
What’s New in System Center 2012 R2 Jump Start
Application Performance MonitoringDeep insight into application health
Automation and Self-Service
Enable application owner agility with IT retaining control
IT Service Management
Flexible service delivery
Infrastructure Monitoring
Comprehensive monitoring of physical, virtual & cloud infrastructure Windows Azure Pack
Azure cloud services in your datacenter
The Cloud OS
Agenda: IT Service Management Introduction SLA Insights and Analysis Standardized Service Delivery Manage Multiple Processes OLA Insights and Analysis
IT service management
Self-service requests for private cloud capacity
Enable self-service publishing & consumption of IT services
Industry-standard service management & process workflows
Integrate people, process and knowledge
Business and operational insight
Efficient resource utilization and
Flexible service offerings, service catalog and service request templates
Cloud Service Process Pack (CSPP)
Automated workflows for incident, problem, change & release management
Configuration management database (CMDB)
VM-level metering and price sheetsSLA reporting data warehouse Extensible for cost analytics solutions in Chargeback
IT demandsSystem Center 2012 R2 Preview delivers Flexible
service delivery
Process
Microsoft’s Datacenter service management
Third-party management tools
Integration Active Directory
Orchestrator Automation
Release management
Changemanagement
Self-service Reporting and insights
Incident management
TemplatesService catalog
Workflows Data warehousing
SM - CMDBWork items
Configuration items
Knowledge
App Controller SM Portal
Data center efficiencyReduce downtime, lower time to resolutionImprove consistency and reliability Reduce cost and management oversight
Cost savingsStandardization and automation reduce errors and problems, reducing downtime and gaining efficiencies in resources and provisioning
Business units and usersProvide choice and flexibility: user requests when and where they want Rich real-time reportingBuild enterprise confidence in ITRealize value of the IT investment
Forecast Data insightsReporting and information for use by both IT and business units to provide insights based on trends, costs and forecasting that can point to solutions to problems and enable chargeback
Integration across the platformSimplify management tasks, standardizing processes and servicesEnsure IT governance, risk, and compliance Centralized CMDB, Process automation
Datacenter managementDeploy services quickly, scale infrastructure and resources on demand, manage incidents as they occur, maintain Service Level Agreements (SLAs)
Service ManagementDriving service management outcomes
Click to edit Master subtitle style
Microsoft Virtual Academy
SLA Insights and Analysis06 | IT Service Management
Intelligent reporting for better decisions
8
What does an IT decision maker need? Dashboards on-demand: usage and performance – your workloads – infrastructure costs – trends and forecasting based on projects
SharePoint Dashboard Price sheets Spending trends Private cloud costs Costs per user
Excel dashboard report Price sheets most
used Trends of reserved
cloud resources Usage per cost
center Usage per resources
Technical features Monitor usage
(allocation) Pricing Insights through reporting
Business capabilities
Drive management behavior
Chargeback optimizes infrastructure usage
IT
Chargeback
Needs Resources
Planning and insight
Buildinginfrastructure
Optimize scarce resourc
es (storage, VMs…)
Provide insight into the
cost and
usage of
services
Automating chargeback servicesData
warehouseService Manager
CSPP Portal
Virtual Machine Manager• Usage• Resources • Roles
Resources(allocation)
VM• Storage• Compute• Memory
• Applies quotas• Leases from resource
pool• Approvals
Developer (business user)
Service Admin
Financial management systems
Third-party connectors
Partners: Apptio, Cloud Crusier
Chargeback
Excel & Sharepoint
Service Manager Portal3rd party web
portal
Formal
InformalTechnicalBusiness
Apply price sheet
$
Analyze data
Generate reports
Expanding data insights across clouds
11
Beyond on-premises resource data and usage to reporting across
clouds
I need insight into IT services consumed and provisioned in external
clouds
Workflows,Service Offers,
Work Items,Templates,Knowledge,Chargeback Information
CMDBService Manager
SS PortalApp Controller
SM Portal
Runbooks
Orchestrator
Azure Integration
Pack used as a pipeline to
external clouds
What is being used, when, where and by who –
What is being
requestedRich reports and
dashboardsFor decision
makers=
Measuring the datacenter as it scales
12
CMDBService Manager
SS PortalApp Controller
SM Portal
Runbooks
Orchestrator
Health
Operations Manager
Service requests for
resources and compute
capacity + data on what is being used
Automation of process and data
collection + Pipeline to external
clouds and third-party
management via
integration packs
Health status of
resources, 360 degree
monitoring + data useful in trending peak / off-
peak usage
Processes Workflows,
Service Offers,Work Items,Templates,Knowledge,Chargeback Information Development team
Reaching compute capacity, and
requesting resources
Identify clouds with free resources, and use
standardized workflows and rules for service
management
Click to edit Master subtitle style
Microsoft Virtual Academy
Standardized Service Delivery06 | IT Service Management
How we get thereOut-of-the-box integration across System Center stack to link process automation and systems automation to standardize delivery.
Standardize service delivery processes Automation
Define the supporting organizational activities needed to deliver on the request and ensure traceability and compliance
Service and request offeringsDefine the services that IT will deliver to its consumersSpecify requests available for each service and what information will be required to fulfill each request
Request to extend VMDestroy VMs
Request new VM
Request template
Cost and SLA informationKnowledge articles
Input values
Processes
Assignment
Notification
Approval
Systems automation
Self Service Portal
Service Catalog
Service Manager
CMDB
Orchestrator
Runbooks
Delivering a service end-to-endRequest offerings
Offering created by IT service provider that consumers request using the service catalogBased on a template
Service offeringWork item used to identify and classify standard IT servicesContains one or
more request offerings
TemplatesMinimize data entry by
providing default valuesStandardize processes
The service catalog
15
Step 1: Create Service Offering
Step 4:Create Request Offering
Step 2: Create service request template
Step 5:Publish Request Offering
Step 3:Publish Service Offering
Step 6:Add Request Offerings to Service Offerings
Types of ServicesProvision VM’s
Expand cloud capacity
Resolving problems and/or incidents
Move Private Cloud resources
Deploying the self-service offerings
Service offering
Service catalog items available
to request
Service request template
Request offering
Click to edit Master subtitle style
Microsoft Virtual Academy
Manage Multiple Processes06 | IT Service Management
Microsoft’s Datacenter service managementRelease
management
Changemanagement
Self-service Reporting and insights
Problem management
The service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies CMDBService
Manager
Service Transition
• Release and Deployment Management
Service Transition
• Change Management
Continual Service
Improvement• Service
Reporting
Service Operation
• Request Fulfillment
Service Operation
• Problem Management
ITIL V3 processes System Center, along with integration with partners and with some customer process customization meets at least 19 of the 26 processes. Here are 5 readily obvious mappings.
Outcomes
Predictable service delivery
Rapid remediation of proactive/reactive issues
Benefits and value
Business policy
Consistent delivery of servicesStandardizing how IT processes can be applied and built on a robust CMDB which drives integration, automation and self-service
Consistent delivery of services enables flexible implementation of new services and infrastructure
Service level agreements
Problem and incident management
Change and incident management
Change and release managementService Manager• Change management• Release management
Managing changes efficiently
A tool update changed a critical process
The data center and environment are fraught with change
The addition, modification or removal of anything that could have an effect on IT services
A new compliance requirement impacts my business
Results of change management
Enhanced business perception of IT through improved quality of service
Minimize errors and reduce risk
Increased visibility and communication of changes to both business and service support staff
Reduced disruption time for users
Release management focuses on the controlled release of one or more changes to an applications, infrastructures, and servicesIn a project – hand-off to operationsOn time, on budget, agreed qualityUsually is a single application, infrastructure, or serviceHas specific start and endQuite often treats supportability aspects as low priority
In operations – manage rollout of changesDeploy many changes in the most efficient, effective, and consistent manner through applications, infrastructures, and services
Release management
IT operations
Project
Release management
Service-level agreements
Service Manager• Business hour calendars• Service-level metrics• Service-level objectives
Measure processesVisibility into pre-defined service delivery processes and proactively take action on issues. IT defines unique thresholds for the business.
Timely resolutionSLA alerts drive awareness to ensure IT keeps infrastructure resources available.
Ensure service levels are maintained
Incidents
Service requests
Modify Cloud capacity
Active alert-resource
New Cloud environment
Reduce downtime
Increase productivity
Incident and problem managementService Manager• Incident management• Problem management
Quickly recover from systemic issues Benefits and value
Incidents- Problems
A single issue associated with a problem.
Leveraging incident and problem management reduces time to resolution and provides deep insight into recurring systemic issues through root cause analysis.
Records of issues that have occurred and prescribed procedures to resolution
Multiple incidents Change requests
Incident management Ownership, monitoring, tracking and communication
Detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Close incident
Easy to use forms
Templates
Incidents from email, Ops Manager, DCM
Self-service portal workflow
DCM incident workflow
SCOM incident workflow
See Knowledge databases
CMDB Data for trend analysis
Escalation paths
Update or assign new Knowledge articles
Change existing incident
Talk with the customer for more data as needed
Trending?
Close incident
Follow up with customer as needed
New incidents
Detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Closing
Closed incidents
Resolved?
Yes
Wor
kflow
s and
cont
rol p
roce
ss: r
outin
g,
class
ifica
tion,
and
com
mun
icatio
n
Escalation
No
Problem resolution
Deployed service problem alert
Repeat incidentIncident:
Memory issueAlerts
Ops Manager
Incidents compiled under same
problem for resolution
Managed by Virtual Machine Manager
Service restarted
Click to edit Master subtitle style
Microsoft Virtual Academy
OLA Insights and Analysis06 | IT Service Management
Value of Operational reporting
30
How to customize and share internal reporting
Reporting for the IT Admin – Inward Focus
Trending reports on issues, requests, changes , and resources used within IT
Operational reports on IT infrastructure resources
Informed planning & decisions on
infrastructure capacity
OM reports help you make logical decisions about infrastructure
capacity and planning
Host forecasting andHost utilization
SM reporting helps you to understand what changes need to be made in
systems and processes
Systemic problemsResources
requested most
Summary
OLA Insights and Analysis
Manage Multiple Processes
SLA Insights and Analysis
Standardize Service Delivery
Service Manager: Apply processes for better datacenter management
©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.