Day 1, Session 4
Building Your Service Catalog
• Preparing Your CMDB for Self-Service • Configuring Virtualization Self-Service • Connecting Your Tenants to Cloud Resources • Day 1 Recap • Next Session Preview
Session 4 Overview
• Allows us to “close the loop” from an ITSM perspective • Rich repository of data for populating menus • Automates tracking of updates to our configuration
items (CI)• Easily create custom classes for tracking • Key data types • Contact Data (via user CIs in Active Directory)• Physical and Virtual Servers (via VMM and SCOM)• Service Info (VM and service templates) • Application Data (via SCCM, VMM, SCOM)
Why the CMDB is the Key to Self-Service
Preparing the CMDB for Self-Service
Connector Framework Integration – Configuration Item Visibility
Configuration Manager
Hardware inventory, software inventory, software updates
Primary computer owner based on Asset Intelligence data
Operations Manager
Operations Manager discovered objects
Distributed Applications (Service Manager Business Service based on deployed application from VMM Service Template)
Active Directory
Active Directory data for user, user groups, printers, computers
User contact information, organization, notification addresses
Virtual Machine Manager
Virtual Machines and Virtual Machine Template Configuration Items
Service Manager connectors facilitate System Center and Exchange connectivity for CI data and notifications.Orchestrator Integration Packs facilitate automating activities across System Center, LOB and 3rd Party management tools.
Integration
Service ManagerData WarehouseOrchestrat
or
Service Manager
Virtual Machine Manager
Operations Manager
Configuration Manager
Active Directory
Notifications via Exchange
LOB
3rd Party Management Tools
Inbound to System CenterBi-directional from OrchestratorBi-Directional for notifications/reportingBi-directional run book integration
Configuration Items and Automation Data populated into CMDBAutomation commands issued to System Center, 3rd Party tools and Line of Business ApplicationsInbound and outbound notifications and ReportingBi-directional Connector for automation activities and executing automation workflows
Configuring Connectors in Service Manager
Demo
“Whitelisting” Additional Classes for the SCOM CI Connector
Demo
Automated Service Delivery ArchitectureService Catalog
Request Offering
Request
Runbook Activity
1
4
2
3
5
RunbookRunbookRunbook
SCOWeb
Service
Service
SM Runbook
6
Orchestrator
Service Manager
Action Reque
stCollect Validat
e Record Execute
Service Manager
Orchestrator
With Service Manager, you get the first four for free!
Building a Simple, Powerful and Effective Service and Request Offering
Demo
Configuring Virtualization Self-Service
IMPORT BUILD PUBLISH
Automated Request Fulfillment Steps
1 2 3
INVOKEMONITOR 5
6
CREATE
4
Import Deploy VM
Runbook & Data
Build ‘New VM’Request Offering
Publish ‘New VM’ to Service
Catalog
Create a ‘New VM’ Request
InvokeDeploy VM Runbook
Monitor for New VM Created and
Deployed
•Templates:• Minimize data entry by providing
default values
• Standardize processes
• Ensures compliance
• Standardized data capture
• Can be used to create or update any object
Import
Build•Request Offerings• Offering that Consumers
request using the Service Catalog
• Based on a template
• Creates a Service Request or Incident
• Defines user prompts for data input
• Defines mapping of user responses to properties
Publish•Service Offerings• Container used to identify and
classify standard IT services
• Contains one or more request offerings
• Consistent display of service-related details including:• Knowledge articles
• Service level agreement information
• Cost and chargeback–related information
Configuring Role-Based Access• Configured Using Catalog
Groups
• User sees offerings based on their role
• User roles mapped to user groups within Active Directory
• Provide access at the service offering level or at the individual request offering level
Private Cloud Offerings
Enterprise LOB App Offerings
VDI Offerings
Development of Offerings
Simplified Portal
Easy to use Portal• Silverlight web parts provide rich
experience• Familiar SharePoint user experience
Easy to customize Portal• Customize look & feel using standard
SharePoint admin tools• Dynamic forms are configuration driven
using wizards• Extensible via custom web parts
Self-Service Experience Tailored to User
• Provider-published and Consumer-initiated
• Expresses IT requests in business language
• Consistent delivery of service each time, every time
• Enables Consumer to choose what level of service + cost they want
Monitoring Progress
View status in work item forms
Easily link over to Orchestrator console to view detailed status
Retry failed runbooks
ORCHESTRATOR
Detailed status down to activity level
Historical view of runbook execution
Input, output and runtime variable data
SELF-SERVICE PORTAL
Summarized view of status for consumer
EMAIL NOTIFICATIONS
Notify about progress, failure, or successful completion
Rich HTML formatted emails with context data inserted
SERVICE MANAGER
Cloud Services Process Management Pack
Model Extensions & Views
ProjectCapacity PoolCost CenterLogical NetworkPlacement TagVIP Template…
Service Request Templates
20+ service request templates
• Provision VMs• Project
creation• Capacity
management
Automated work item activity templates
Service Catalog Content
20+ request offerings
Based on service request templates
Runbooks/Workflows
New runbooks for Orchestrator and workflows for Service Manager to automate request offering fulfillment
Configuring Your Self-Service Virtualization Provisioning Offering
Demo
Connecting Tenants to Your Cloud Resources
Updating User Roles You may need to update user roles to provision access to newly added resources, including:• New Service Templates• New Service and/or Request Offerings • New Fabric Resources
Users can have membership in multiple user roles
Updating User Roles Demo
In this module, you learned about:• Preparing Your CMDB for Self-Service • Configuring Virtualization Self-Service • Connecting Your Tenants to Cloud
Resources
Module Summary
Day 1 Recap Key Planning Considerations Mapping Requirements to Features Building the Cloud Fabric Developing Runbook Automation Designing Offerings for the Service Catalog Delivering an Optimal Self-Service Experience
Register for Day 2 of the JumpstartMoving from Private to Hybrid Cloud with System Center 2012 and Windows Azure IaaS available at http://www.microsoftvirtualacademy.com/
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