SNEAK PEAK AT SERVICE MANAGER 2012 Justin Cook Principal Consultant, Systems Management and MOE Data...
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Transcript of SNEAK PEAK AT SERVICE MANAGER 2012 Justin Cook Principal Consultant, Systems Management and MOE Data...
(c) 2011 Microsoft. All rights reserved.
SNEAK PEAK AT SERVICE MANAGER 2012
Justin CookPrincipal Consultant, Systems Management and MOEData#3
Steven BirdNational Lead, Business Architecture, Strategic ConsultingData#3
SESSION CODE: SEC202
(c) 2011 Microsoft. All rights reserved.
Agenda
► Introducing IT as a Service► Major Updates► Incremental Updates► Service Catalog
– Service Offerings– Request Offerings
► Release Management► System Center Data Warehouse
(c) 2011 Microsoft. All rights reserved.
Achieving IT as a Service Objectives
ITIL
COBIT
MOF
Process Design
ITaaS Objectives
Implementation
Automation
Self-Service
Compliance
Standardisation
► Reduce Costs► Increase Service Levels► Faster Time to Delivery► Provide More Data► More Transparency► Compliance
Service Manager Enables Controlled Automation
(c) 2011 Microsoft. All rights reserved.
Centralised Data Storage
Wor
k It
ems
Confi
gura
tion
Item
s
Know
ledg
e
Configuration Management
DB
Automation Services Integration
IT DataWarehouse
Portal
Reports & Dashboards
E-Mail & Other Clients
Excel
Service Manager Enables Self Service
Service Manager Enables Standardisation► Business Process
Defined in Templates► CMDB Data
Standardisation– Common Model– Reconciliation of Data
► Service Catalog
Service Manager Enables Compliance► Compliance is embedded in
process, standards, self-service, and automation
► Compliance library maps legalese to actionable IT control activities
► Compliance is continuously and automatically evaluated in real time
Service Manager 2012 – What’s Coming?Major Investment Areas
► New End User Portal► Service Catalog
– Service Offerings– Request Offerings
► Release Management► Orchestrator / VMM Connectors► System Center Data Warehouse
– Data Cubes– Analysis Libraries
► Incident SLA► Parent / Child Work Items► AD Connector Improvements► PowerShell► Subscription Infrastructure Improvements► Parallel Activities► Performance Improvements► Bug Fixes
Service Manager 2012 – What’s Coming?Your Feedback -> Incremental Improvements
Portal: Role-based Access, Self Service
CMDB
Models / Objects:Quota, Access, Costs,
Templates, VMs, Services, Clouds,
Runbooks
Request Processing:Business process WF engine
Service Catalog: Service and Request Offerings
Orchestrator: IT process automation
Run books
OM Other IT SystemsVMM
Connectors
DW
InvokeMonitor
Integration Packs
WI activitiesNotifications
Approvals
DATACMDB enables standardisation and compliance
Automation
PRESENTATIONIT Service Offerings
IT as a Service Architecture for Service Manager
Business Events
Subscriptions Request Processes
WORKFLOWRequest processes drive automation
Business Process
Use
r Rol
es
Service & Request Offerings
Private CloudVM
Provisioning
Request Cloud
ApplicationsService
Provisioning
Request Fix for Service
UsersAccess
Requests
Request Quota Increase
Data and Process Templates(standardised configurations)
Review Runbook Email
Review Runbook Email
Review Runbook Email
Work Items
CMDB Objects
Review Runbook Email
Self service models and defaults
(Quotas, access tiers, costs)
SLA
Knowledge
Schedule
Cost
Data Sources(OM, AD, VMM,
SCO, CM)
1. Connectors import VMM cloud objects, VMM templates and SCO runbooks
CMDB Enables Standardisation and Compliance
Clouds UsersFabricTemplates Services VMsRunbooks
1
2 3
4
5
2. SM templates capture business process and the role of runbooks within the process
3. Models and defaults standardise offerings
4. Specify interaction with users – create questions and map to CMDB data
5. Configure access roles to the offerings
Request Template
CMDB
SCO Runbook
SCO
Web
Ser
vice
1. SCO Connector syncs Runbook data to CMDB
3. Create request template which includes Runbook activity and is added to Service Catalog
6. SM workflow monitors RB status
SM Runbook ItemsRunbook Activity
2. Create Runbook activity with 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
Workflow: Request Processes Drive Automation
1
2
34
5
6
Presentation: IT Service Offerings
► New Features– Silverlight web parts hosted
in SharePoint Foundation 2010 or higher
– Customise out-of-box web parts using SharePoint admin tools
– Extensible via SharePoint extensibility for hosting web parts
► Portal Features– Service Catalog Scoped to
User Roles– Customisable, Dynamic
Forms
► Orchestrator Connector– Import Runbooks– Invoke Runbooks in
Orchestrator from Service Manager Workflows
– Monitor Runbook Status
► Virtual Machine Manager Connector– Import Cloud, VM and VM
Template Details
New ConnectorsOrchestrator and Virtual Machine Manager
New 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
► Service Offering:– Service offered by IT to users including request offerings, SLA &
cost/chargeback details
► Technical Service (Service Maps):– IT-facing service containing a configuration item dependency
map, supporting incident & change management scenarios – (e.g., Exchange, Active Directory)
Service Catalog, Theory of Ops
Integrated CMDB
Clouds UsersFabricTemplates Services VMsRunbooks
Role-based access
Dynamic Request Form on the Portal
AuthorRequest Template
Service Request Templates defines business processes
Service Catalog Portal home page
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
(c) 2011 Microsoft. All rights reserved.
Scenario: Automated Self-Service Requests
Import Runbooks
Configure RequestOffering
Runbook Invoked
Service Request
Completed
Request Service
Service RequestCreated
SM Admin End User
(c) 2011 Microsoft. All rights reserved.
DEMO: IT AS A SERVICE: PORTAL, SERVICE CATALOG, SERVICE REQUESTS, AND ORCHESTRATOR INTEGRATION
Justin Cook
(c) 2011 Microsoft. All rights reserved.
Release Management
► Reduce Disruption Caused by Changes► Streamline Change Management► Large, Major or High Risk Changes► Co-ordinated Release of Related Changes► Group Changes into Releases► Manage Release Management Processes► Manage Application Release Lifecycle
(c) 2011 Microsoft. All rights reserved.
DEMO: RELEASE MANAGEMENTJustin Cook
System Center Data Warehouse► Replace System Center Reporting Manager (SCRM)*
– 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
(c) 2011 Microsoft. All rights reserved.
DEMO: SYSTEM CENTER DATA WAREHOUSE
Justin Cook
Release Dates
► Beta – Sept 2011► RTM – Dec 2011
(c) 2011 Microsoft. All rights reserved.
Related Content
► Contact Us:– Justin Cook
• [email protected] • [email protected]• @JustinCook78
– Steven Bird• [email protected]
Enrol in Microsoft Virtual Academy TodayWhy Enroll, other than it being free?The MVA helps improve your IT skill set and advance your career with a free, easy to access training portal that allows you to learn at your own pace, focusing on Microsoft technologies.
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Then tell us what you think. [email protected]
(c) 2011 Microsoft. All rights reserved.
© 2010 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.
