Agenda

• Introduction

• Standardization, Self-Service, and Automation

• High Level Solution Architecture

• Automated Request Fulfillment in Six Steps

• Creating Orchestrator Runbooks that use Service Manager

• Q&A

Self Service

Service

Delivery &

Automation

Deploy

Configure

Service

Model

DC Admin

Operate

Monitor

Virtual Machine Manager

Operations Manager

App Controller

Service Manager Service Manager

Orchestrator

Configuration Manager

Data Protection Manager

Consumer

Application Management Service Delivery & Automation Infrastructure Management

Self Service

Service

Delivery &

Automation

Deploy

Configure

Service

Model

DC Admin

Operate

Monitor

Virtual Machine Manager

Operations Manager

App Controller

Service Manager Service Manager

Orchestrator

Configuration Manager

Data Protection Manager

Consumer

Application Management Service Delivery & Automation Infrastructure Management

Service Delivery and Automation Key Value Enablers

STANDARDIZATION SELF SERVICE

AUTOMATION

Give Consumers of IT services the

ability to identify, access and

request services as needed

Controlled empowerment

Request offerings displayed based on

user role

Intuitive, easy to navigate portal

Self-service reporting

Automate the processes and

systems necessary to fulfill

Consumer requests.

Automate routing of requests for

approval and manual steps

Automate fulfillment of the service

request

Automate notifications

Standardize the services provided

by IT to Consumers

Define the services to be offered

Define the request offerings that

will be part of a service offering

Identify who needs to be involved

(approvals, notifications, fulfillment)

Create templates to capture

standard process for fulfillment

Service Delivery and Automation Key Value Enablers

STANDARDIZATION SELF SERVICE

AUTOMATION

Give Consumers of IT services the

ability to identify, access and

request services as needed

Controlled empowerment

Request offerings displayed based on

user role

Intuitive, easy to navigate portal

Self-service reporting

Automate the processes and

systems necessary to fulfill

Consumer requests.

Automate routing of requests for

approval and manual steps

Automate fulfillment of the service

request

Automate notifications

Standardize the services provided

by IT to Consumers

Define the services to be offered

Define the request offerings that

will be part of a service offering

Identify who needs to be involved

(approvals, notifications, fulfillment)

Create templates to capture

standard process for fulfillment

Compliance with Policies

Increased Reliability

Simplicity of Choice

Service Delivery and Automation Key Value Enablers

STANDARDIZATION SELF SERVICE

AUTOMATION

Give Consumers of IT services the

ability to identify, access and

request services as needed

Controlled empowerment

Request offerings displayed based on

user role

Intuitive, easy to navigate portal

Self-service reporting

Automate the processes and

systems necessary to fulfill

Consumer requests.

Automate routing of requests for

approval and manual steps

Automate fulfillment of the service

request

Automate notifications

Standardize the services provided

by IT to Consumers

Define the services to be offered

Define the request offerings that

will be part of a service offering

Identify who needs to be involved

(approvals, notifications, fulfillment)

Create templates to capture

standard process for fulfillment

Compliance with Policies

Increased Reliability

Simplicity of Choice

Increased Customer Satisfaction

Nothing Lost in Translation

Reduced Costs

Service Delivery and Automation Key Value Enablers

STANDARDIZATION SELF SERVICE

AUTOMATION

Give Consumers of IT services the

ability to identify, access and

request services as needed

Controlled empowerment

Request offerings displayed based on

user role

Intuitive, easy to navigate portal

Self-service reporting

Automate the processes and

systems necessary to fulfill

Consumer requests.

Automate routing of requests for

approval and manual steps

Automate fulfillment of the service

request

Automate notifications

Standardize the services provided

by IT to Consumers

Define the services to be offered

Define the request offerings that

will be part of a service offering

Identify who needs to be involved

(approvals, notifications, fulfillment)

Create templates to capture

standard process for fulfillment

Compliance with Policies

Increased Reliability

Simplicity of Choice

Increased Customer Satisfaction

Nothing Lost in Translation

Reduced Costs

Faster Time to Delivery

Minimize Human Error

Reduced Costs

Service Delivery and Automation Architecture

Service Delivery and Automation Architecture

Self Service

Standardization

Automation

Service Delivery and Automation Architecture

Service Catalog

Templates

Workflows

CMDB

Wo

rk Ite

ms

Co

nfi

gu

rati

on

Ite

ms

Kn

ow

led

ge

Self Service

Standardization

Automation

Service Delivery and Automation Architecture

Service Catalog

Templates

Workflows

CMDB

Wo

rk Ite

ms

Co

nfi

gu

rati

on

Ite

ms

Kn

ow

led

ge

Reporting and data warehouse

Self Service

Standardization

Automation

Email

Mobile

Portal

Service Delivery and Automation Architecture

3rd Party

Management

Tools

Service Catalog

Templates

Workflows

CMDB

Wo

rk Ite

ms

Co

nfi

gu

rati

on

Ite

ms

Kn

ow

led

ge

Reporting and data warehouse

Self Service

Standardization

Automation

Email

Mobile

Portal

Automated Request Fulfillment in 6 Steps

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

Import Deploy VM

Runbook & Data Build

Request Offering

Publish Request

Offering to

Service Catalog

Create Request

Invoke

Runbook

Monitor for results

Automation Concepts

ACTIVITIES

Units of execution

that perform defined

actions

RUNBOOKS

System level

workflows that

execute a series of

linked activities

DATABUS

Publish and consume

data between

activities as a

runbook runs

DESIGNER

Drag, drop, and

configure Visio-like

authoring

Invoke Web

Services

Compare

Values

Send e-mail

Query

Database

Run .Net

Script

Get Server ID

from DPM

Get Data

Sources

Create Recovery

Point Create

Incident

Create

Checkpoint Start Maint

Mode

Shut Down

VM

E-mail on

error Update on

success

Return Data Check

Schedule

Automation Concepts

ACTIVITIES

Units of execution

that perform defined

actions

RUNBOOKS

System level

workflows that

execute a series of

linked activities

DATABUS

Publish and consume

data between

activities as a

runbook runs

DESIGNER

Drag, drop, and

configure Visio-like

authoring

Invoke Web

Services

Compare

Values

Send e-mail

Query

Database

Run .Net

Script

Get Server ID

from DPM

Get Data

Sources

Create Recovery

Point Create

Incident

Create

Checkpoint Start Maint

Mode

Shut Down

VM

E-mail on

error Update on

success

Return Data Check

Schedule

Automation Concepts

ACTIVITIES

Units of execution

that perform defined

actions

RUNBOOKS

System level

workflows that

execute a series of

linked activities

DATABUS

Publish and consume

data between

activities as a

runbook runs

DESIGNER

Drag, drop, and

configure Visio-like

authoring

Invoke Web

Services

Compare

Values

Send e-mail

Query

Database

Run .Net

Script

Get Server ID

from DPM

Get Data

Sources

Create Recovery

Point Create

Incident

Create

Checkpoint Start Maint

Mode

Shut Down

VM

E-mail on

error Update on

success

Return Data Check

Schedule

Automation Concepts

ACTIVITIES

Units of execution

that perform defined

actions

RUNBOOKS

System level

workflows that

execute a series of

linked activities

DATABUS

Publish and consume

data between

activities as a

runbook runs

DESIGNER

Drag, drop, and

configure Visio-like

authoring

Invoke Web

Services

Compare

Values

Send e-mail

Query

Database

Run .Net

Script

Get Server ID

from DPM

Get Data

Sources

Create Recovery

Point Create

Incident

Create

Checkpoint Start Maint

Mode

Shut Down

VM

E-mail on

error Update on

success

Return Data Check

Schedule

Automation Concepts

ACTIVITIES

Units of execution

that perform defined

actions

RUNBOOKS

System level

workflows that

execute a series of

linked activities

DATABUS

Publish and consume

data between

activities as a

runbook runs

DESIGNER

Drag, drop, and

configure Visio-like

authoring

Invoke Web

Services

Compare

Values

Send e-mail

Query

Database

Run .Net

Script

Get Server ID

from DPM

Get Data

Sources

Create Recovery

Point Create

Incident

Create

Checkpoint Start Maint

Mode

Shut Down

VM

E-mail on

error Update on

success

Return Data Check

Schedule

Orchestrator Integration Packs

• VMWare vSphere

• BMC BladeLogic

• BMC Remedy

• BMC Atrium

• BMC Event Manager

• HP Operations Manager

• HP Service Manager

• HP iLO & OA

• IBM Netcool

System Center 2007 Operations Manager

System Center 2007 Configuration Manager

System Center 2010 Service Manager

System Center 2008 Virtual Machine Manager

System Center 2010 Data Protection Manager

System Center 2012 Operations Manager

System Center 2012 Configuration Manager

System Center 2012 Service Manager

System Center 2012 Virtual Machine Manager

System Center 2012 Data Protection Manager

Active Directory

Or build your own!

IMPORTING DATA & RUNBOOKS TO ENABLE SELF-SERVICE AND AUTOMATION

Service Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Import

Service

Manager

Import

Service

Manager

Virtual Machine Manager

Service Templates

Virtual Machine Templates

Storage Classifications

Logical Networks

Load Balancers

Load Balancer VIP Templates

VIRTUAL MACHINE MANAGER

Import

Service

Manager

Virtual Machine Manager

Operations Manager

Servers

Clients

Hardware

Web Sites

Databases

Web Services

Virtual Machines

Hosts

Exchange Servers

Domains

Sites

And much more…

OPERATIONS MANAGER

Import

Service

Manager

Virtual Machine Manager

Operations Manager

Configuration Manager

Computers

Hardware

Software

Computer Primary User

Desired Configuration

Management

CONFIGURATION MANAGER

Import

Service

Manager

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

Users

Groups

Computers

Printers

User Manages User

ACTIVE DIRECTORY

Import

Service

Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

LOB

3rd Party Management Tools

Runbooks

Author workflows to sync data

from line of business applications

(LOB) or other 3rd party

management systems

ORCHESTRATOR

Import

Service

Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

LOB

3rd Party Management Tools

CSV Data Import

Custom Connector using SDK

PowerShell

OTHER OPTIONS

Import

Service

Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

LOB

3rd Party Management Tools

CSV Data Import

Custom Connector using SDK

PowerShell

OTHER OPTIONS

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

Import Deploy VM

Runbook & Data

BUILDING STANDARDIZED REQUEST OFFERINGS

Service Manager

Templates

•

•

•

•

•

Request Offerings •

•

•

•

•

•

•

•

•

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

Build a

Request Offering

BUILDING STANDARDIZED REQUEST OFFERINGS

Service Manager

Service Offerings •

•

•

•

•

•

Configuring Role-Based Access

Private Cloud Offerings

Enterprise LOB App Offerings

VDI Offerings

Development Offerings

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

Publish to Service

Catalog

CREATING REQUEST OFFERINGS IN SELF-SERVICEPORTAL

Service Manager

Simplified Portal

•

•

•

•

•

Controlled Empowerment

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

Create Request

INVOKING RUNBOOKS TO AUTOMATE FULFILLMENT

Service Manager

Invoke

Invoke

Service

Manager

Orchestrator

Invoke

Service

Manager

Orchestrator

Invoke

Service

Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

LOB

3rd Party Management Tools

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

Monitor for results

MONITORING AUTOMATED RUNBOOKS

Service Manager

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

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

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

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

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

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKE

MONITOR 5

6

CREATE

4

Import Deploy VM

Runbook & Data Build

Request Offering

Publish Request

Offering to

Service Catalog

Create Request

Invoke

Runbook

Monitor for results

Service Delivery and Automation Key Value Enablers

STANDARDIZATION SELF SERVICE

AUTOMATION

Give Consumers of IT services the

ability to identify, access and

request services as needed

Controlled empowerment

Request offerings displayed based on

user role

Intuitive, easy to navigate portal

Self-service reporting

Automate the processes and

systems necessary to fulfill

Consumer requests.

Automate routing of requests for

approval and manual steps

Automate fulfillment of the service

request

Automate notifications

Standardize the services provided

by IT to Consumers

Define the services to be offered

Define the request offerings that

will be part of a service offering

Identify who needs to be involved

(approvals, notifications, fulfillment)

Create templates to capture

standard process for request

Compliance with Policies

Increased Reliability

Simplicity of Choice

Increased Customer Satisfaction

Nothing Lost in Translation

Reduced Costs

Faster Time to Delivery

Minimize Human Error

Reduced Costs

AUTOMATING SERVICE MANAGER

Orchestrator

Service Manager 2012 Integration Pack

13 activities

Support for every class

Dynamic field refresh

Optional field selection

Multi-instance support