Service Manager & Orchestrator = IT Automation

Gavin Kemp & Ellis PaulMicrosoft 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 2012Delivering IT as a Service

PROCESS AUTOMATION

IT Service Management best practices in the box

IT Governance Risk and Compliance

SELF SERVICE

Service Consumers

Business Analysts

End Users

Leverage System Center investments

Populate CMDB with connectors

INTEGRATION

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

Service Design

Capacity Management

Availability Management

Risk Management

Compliance Management

Supplier Management

Service Transition

Service Asset & Configuration Management

Change Management

Release Management

Knowledge Management

Service Operation

Incident Management

Problem Management

Event Management

Request Fulfillment

Continual Service

Improvement

Service Level Management

Service Measurement

Service Reporting

IT Service Management with Service Manager

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 LDAP, AD groups

– Operations Manager 2012• Azure MP

– Configuration Manager 2012• User-device affinity and CM Exchange connector (e.g., iOS, Android, 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 data from SM, OM & CM for a comprehensive view of IT– Enable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR)

Enable self service report & dashboard authoring with OLAP cubes– OLAP cubes powered by the System Center management pack model– Report authoring with Office integration for knowledge workers

OLAP

Data Warehouse

demo

System Center Orchestrator 2012: Process Automation That Simplifies Datacenter Management

DELIVER FLEXIBLE AND RELIABLE SERVICES

OPTIMIZE AND EXTEND EXISTING INVESTMENTS

LOWER COSTS AND IMPROVE PREDICTABILITY

Optimize heterogeneous environments with integration packs

Easy–to-extend platform for building custom integrations with the Quick Integration Kit (QIK)

Accelerate time to value with flexible process workflows

Improve service reliability across multiple tools, systems, and department silos

Enable IT resources to focus on work that adds business value

Reduce error-prone manual activities while lowering costs

AutomationOrchestrationIntegration

Service Manager + Orchestrator

Service Manager

Systems Automation for IT ProsHeterogeneous SupportCustomer & Partner Extensible

Self Service Request ManagementStandardized IT Process AutomationGovernance and Compliance

New for 2012: Deep Integration

Service Manager Connector for Orchestrator

Orchestrator Integration Pack forService Manager

Uses NEW Orchestrator 2012 REST-based Web Service to synchronize runbook definitions, invoke runbooks with parameters and get runbook results.

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.

demo

IT as a Service

Portal Silverlight web parts hosted in SharePoint

Foundation 2010 or higher Customize out-of-box web parts using

SharePoint admin tools

Service Catalogue Services offered by IT scoped by role-based

security Users fill out form to create service requests SR templates capture repeatable processes Dynamic forms, flexibility – no coding

required

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 Offering

– Request 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 Catalogue 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

demo

Request TemplateCMDB

SCO Runbook

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1. SCO Connector syncs Runbook data to CMDB

3. Admin adds to request template includes RB activity, added to Service Catalogue

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 Request4. 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

Request processes drive automation

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