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Enabling Mature Self Service with System Center 2012

SIM321. Enabling Mature Self Service with System Center 2012 . Justin Cook (Data # 3) Principal Consultant, Systems Management & User Computing Jeffrey Cook (Data # 3) Solution Consultant, Systems Management & User Computing. Agenda. The Past and Present of IT Operations

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Enabling Mature Self Service with System Center 2012

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  1. SIM321 Enabling Mature Self Service with System Center 2012 Justin Cook (Data#3) Principal Consultant, Systems Management & User Computing Jeffrey Cook (Data#3) Solution Consultant, Systems Management & User Computing

  2. Agenda • The Past and Present of IT Operations • Self Service Portals and Automation • Configuration Manager • Virtual Machine Manager • App Controller • Orchestrator • Tying It All Together with Service Manager • Service Manager Service Request Tips (Top 5) • Questions

  3. Traditional IT • Service Requests initiated by phone • Manual and Repetitive Tasks • High workload results in slow response times and dissatisfied users • A Service Catalog is just something we have read about?

  4. The Future is Now • Empower users through self service • Reduce time to complete requests • Decrease staff effort and costs • Allow staff to focus on innovation • Deliver automation utilising the components of System Center 2012

  5. Configuration Manager Self Service

  6. Configuration Manager 2012 Software Center • Available Software • Software Installation Status • Installed Software • Client Settings Management • View and Request Available Applications • Application Request • Manage Primary and Mobile Devices Application Catalog

  7. Workflow Based Approval • Built In Approval Workflow • Limited to SCCM Console • No Notifications • Application Approval Workflow Solution Accelerator • Service Manager Based Approval • Sync Application Data into CMDB • Create Service Request in SCSM • Return Approved Workflow to SCCM

  8. demo SCCM Application Catalog Jeffrey Cook Solution Consultant, Systems Management and End User Computing Data#3

  9. Virtual Machine Manager and App Controller Self Service

  10. VMM 2012 Self Service Portal • Create New Virtual Machines • Role Based Access • Manage VM State • Start, Stop, Pause, Shutdown • Mount Media and Remote VMs • Create, Remove and Restore Checkpoints • Save and Remove VMs • Deprecated Portal

  11. App Controller 2012 Self Service Portal • Manage Clouds (Public and Private), VMs and Services • Includes Subscriptions, Quotas and Templates • View and Update Library Objects • Perform Administration Tasks • Role Based Access • Many Features from VMM Console

  12. System Center 2012 Orchestrator

  13. Orchestrator 2012 Orchestrator • Automate routine IT support activities • Automation includes • Active Directory • System Center 2012 • File Services • ….. Invoke Web Services Run .Net Script Send e-mail Create Incident Create Checkpoint Start Maint Mode Shut Down VM Check Schedule Update on success E-mail on error Return Data Compare Values Query Database

  14. Automate Routine Activities • Run system commands • Perform schedule-based activities • Monitor processes or system-level alerts • Manage file interactions such as copying and moving files • Send e-mail notifications • Search for or modify data within a workflow Orchestrator Create Incident Create Checkpoint Start Maint Mode Shut Down VM Update on success E-mail on error

  15. Building Automation – Build Your Own Orchestrator • External interface to System Center and Other Products via Integration Packs • Take advantage of existing investments • PowerShell • .NET scripting • Third-party APIs • Build your own custom Runbooks

  16. Orchestrator 2012 Web Console • View Runbooks, Instances and Definitions • View Runbook Servers • Initiate Runbooks • Monitor Runbooks and View Runbook Logs • View Runbook Server Events • There are Limitations….

  17. demo SCO Runbooks and Self Service Portal Jeffrey Cook Solution Consultant, Systems Management and End User Computing Data#3

  18. Tying it all Together System Center • Multiple Self Service options, which one is right for me? • SCCM App Catalog and Software Center? • SCVMM Self Service Portal? • SC App Controller Self Service Portal? • SCO Web Console? • SCSM delivers flexibility and control

  19. System Center 2012 Service Manager

  20. Service Manager 2012 Service Manager • IT Service Management • Governance, Risk & Compliance management • Automating ITIL & MOF processes • Self Service Request and Automation

  21. Why Service Manager? ITIL Processes Self Service / Reporting Portal Mobile Email Reporting and data warehousing Request Fulfilment Process Automation Problem Release Incident Change Templates Service Catalog CMDB Workflows Work Items Knowledge Configuration Items Integration Third party management tools

  22. Predictable Service Delivery IT approves (or rejects) request IT provisions service Consumer enters self-service request for deployment Consumer accesses service catalog IT automates process Consumer accesses service catalog Consumer enters self-service request for deployment IT approves (or rejects) request IT automates process IT provisions service

  23. demo Service Manager Self Service – Application Distribution Jeffrey Cook Solution Consultant, Systems Management and End User Computing Data#3

  24. Service Manager Service Request Tips (Top 5) Service Manager • Orchestrator Enhances Service Manager Request Offerings • Use Runbooks to Automate Review Activity Population • Provide Notifications From Within Runbooks • Extend the Service Request Class with Additional Properties • CIs must be Related to Service Requests

  25. demo Service Manager Self Service – Advanced Self Service Justin Cook Principal Consultant, Systems Management and End User Computing Data#3

  26. Session Review • The Past and Present of IT Operations • Self Service Portals and Automation • Configuration Manager • Virtual Machine Manager • App Controller • Orchestrator • Service Manager Service Catalog and Self Service • Service Manager Tips

  27. Related Content • SIM332 – Private Cloud Service Delivery and Automation (Fri 9:45) • SIM333 – System Center 2012 Application Management (Fri 11:30) • VIR334 – SC2012 Infrastructure Components Management (Fri 1:45) 70-246 (Monitoring and Operating a Private Cloud) 70-247 (Configuring and Deploying a Private Cloud Speaker Lounge – Thurs 1PM, Fri 12:45 Symantec Booth (Thurs Lunch), Datacentre Area Microsoft Stand Service Manager Product Team Blog - http://blogs.technet.com/b/servicemanager/ SystemCenterTech Blog – www.systemcentertech.com

  28. © 2012 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.

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