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Top 10 Production Experiences with Service Manager and Orchestrator

Top 10 Production Experiences with Service Manager and Orchestrator. Nathan Lasnoski Infrastructure Architect Microsoft MVP Concurrency. PRODUCTION EXPERIENCES Introduction.

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Top 10 Production Experiences with Service Manager and Orchestrator

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  1. Top 10 Production Experiences with Service Manager and Orchestrator Nathan Lasnoski Infrastructure Architect Microsoft MVP Concurrency

  2. PRODUCTION EXPERIENCESIntroduction • Two Largest Service Manager + Orchestrator implementations in the world. Many hundreds of thousands of users managing and automating IT processes. • Working with Service Manager and Orchestrator for 5 years • Success at both technology and process.

  3. WHAT WILL YOU LEARN?Overview • How to start (do this… not that) • Process transformation • Automation and technical tips • Performance and scalability • Data visualization • Leave behinds • Service Planning Spreadsheet • Ready to go scripts for Service Manager 2012 • Service Request Extensions MP • Orchestrator Runbook Example for New User Request • Configuring data visualization walkthrough

  4. SUMMARYWhat to expect…

  5. SUMMARY OF EXPERIENCESTransformative • Service Manager and Orchestrator optimize both process and technology. These are transformative technologies. • Projects focus in four main areas… • Work process and service visibility • Common task automation • Skill to task alignment • Configuration and resource management • ROI development is key…

  6. 1. HOW TO GET STARTEDSuccess with Service Manager

  7. INCLUDE THE RIGHT PEOPLE… • You NEED to include people who understand process and technology • This is a strategic and tactical tool. • Examples of people to include… • Service Desk manager • System Center technology lead • IT Leadership • Including the right people = success

  8. START WITH SERVICES… • An IT Service is “something” that IT delivers to the business... … in a way the business understands it. • Example… Intranet Portal • Other examples… • Email / Voice • Warehouse Automation • Public Website • Customer Ordering

  9. WHAT DOES IT WANT TO KNOW? • Health • Customer response • Cost and infrastructure • SLA estimate to actual • Effort on a per-service basis • Risk and operations

  10. HOW TO CREATE A BUSINESS SERVICE LIST… • Start in a worksheet... • List the things that IT delivers • Indicate how they are classified • Indicate responsibilities from IT and the business • EXAMPLE of Service Planning

  11. 2. CHOOSE PROCESSES STRATEGICLY

  12. DECISIONS… • What work process has the biggest payoff? … will my customers notice the difference? … how am I articulating the value? … Automation has a very high ROI. • Incident Management (symptom management) • Service Request Management (Move, Add, Change) • Change Management (IT Changes) • Risk and Compliance (Operations)

  13. PLAN TO TRANSFORM PROCESSES… • A great tool doesn’t make a bad process better… • Transform the processes • Work it out in a worksheet ahead of time • Look at the end result • Set the vision EXAMPLE of process transformation

  14. INCIDENT MANGEMENTCurrent vs. New

  15. BAD INCIDENT MANAGEMENT… • System outage difficult to communicate • Lack of information about what is not functioning • Limited exposure to what makes of up each service

  16. …SERVICE ORIENTED RESPONSE • Incident correlation from end user… • Managed SLA, calendar driven • Service oriented troubleshooting and correlation

  17. …SERVICES AND THE CMDB • Configuration stored in CMDB, synchronized by Operations Manager

  18. SERVICE REQUEST MANAGEMENTCurrent vs. New

  19. CURRENT STATE OF AFFAIRS… • User requests a site through email… released into the black hole • Informal process leads to confusion and inefficient provisioning

  20. Improving the request process… • User picks a “new site request” from a service catalog

  21. Standardizing the fulfillment process… • moves on to approval and provisioning in a standardized process

  22. AUTOMATING WITH ORCHESTRATOR… • Replace manual activity with automated activity using Orchestrator… • Show DIRECT COST and TIME SAVINGS in process automation…

  23. 3. BUILDING AUTOMATIONS

  24. Show ROI in transformed processes… • Calculate… • … time savings • … cost avoidance • … time to deploy • … software and hardware • Choose low hanging fruit first!

  25. NEW USER REQUESTBefore and after… • Automate creation of • Active Directory Account • Exchange mailbox / archive • Lync and phone number • Home directory • Picture population • Manager information • Drink attribute • ROI example

  26. DEMO NEW USER REQUEST

  27. USER APPLICATION SELF SERVICESelf Service for End User Applications • Automation deployment of • End user applications • End user settings • Extremely slick with quick provisioning • Streamed applications • Web applications • ROI example

  28. DEMO END USER APPLICATIONS

  29. WORKSTATION DEPLOYMENT AND REIMAGEIT SIMPLICITY • Automation deployment of • Workstation and applications • Redeploy idle workstations • Return workstations to idle • Includes reimage • ROI Example

  30. DEMO WORKSTATION DEPLOY AND REIMAGE

  31. 4. PLAN REQUESTS FIRST

  32. 4. PLAN FIRST… BUILD LATERCreate questions and work plans • Determine the questions to ask • List the questions and the data • Organize the components and responsibilities

  33. 5. MAKE A ONE STOP SHOP

  34. SERVICE CATALOG = ONE STOP SHOP • All requests. IT and end users. • Use Service Manager roles to constrain access

  35. 6. DON’T FORGET BUSINESS INTELLIGENCE AND REPORTS

  36. BUSINESS INTELLIGENCE… • May be the business decision makers only view • Can be used for both IT and end users • Find out what the BDMs want to know! • Setup: http://blog.concurrency.com/sharepoint/configuring-the-performancepoint-service-in-sharepoint-2010/ http://blog.concurrency.com/sharepoint/creating-scsm-2012-reports-using-performancepoint/

  37. DEMO BI DEMO

  38. 7. SIZE AND OPERATE

  39. PERFORMANCE TIPS… • Don’t undersize!! Use the sizing tool. Minimum is 4 servers… • Service Manager Management Server • Data Warehouse + SQL • Web Server • Orchestrator • Configure views properly. Understand the class structures. • Avoid “advanced” views, use type projections instead • Search vs. display all data (in console and web) • Be careful with connectors. (AD / Configuration Manager)

  40. BACKUP AND OPERATIONS… • Backup all management packs regularly, individually • Backup encryption keys. These are necessary for recovery • Make management pack changes during service windows\ • Backup copies of virtual machines

  41. GENERAL TIPS… • Seal management packs which add fields • Use the authoring console. Automatically increments version. • Be careful with management pack dependencies • Don’t throw everything in one management pack • Don’t install the Operations Manager agent on SM • http://blog.concurrency.com/sharepoint/scsm-system-center-management-service-not-starting-service-terminated-with-service-specific-error/ • Choose SQL Server Collation for internationalization • http://blogs.technet.com/b/servicemanager/archive/2012/05/24/clarification-on-sql-server-collation-requirements-for-system-center-2012.aspx

  42. 8. HAVE A DEVELOPMENT ENVIRONMENT

  43. MOVE FROM DEV to PRODUCTION… • Great way to build for operations • Version controlled management packs • Intentional about configuration and standardization • Test and validate with the business • Check performance!!

  44. 9. DON’T FORGET TRAINING

  45. MAKE SURE TO TRAIN… • Get buy-in by including people early in the planning • Show the ROI and “why it is good for them” • Train on what is relevant, with their system • ITIL or MOF training is important for implementers • ITIL Foundations is great base training • Microsoft MOF: http://technet.microsoft.com/en-us/library/cc506049.aspx • Have excitement!

  46. 10. USE A PHASED APPROACH

  47. PHASE AND MANAGE SCOPE • Don’t try to bite off the whole thing at once • Succeed end-to-end on each process • List off features and move other features to next phases • Something ALWAYS comes up… plan for that • EXAMPLE of a work plan

  48. CLOSINGMove forward! • Build your business services list + service catalog • Determine your ROI for your requests • Deploy automations which benefit your business • Transform processes • Check out resources: • Service Manager survival guide: http://social.technet.microsoft.com/wiki/contents/articles/8113.system-center-2012-service-manager-survival-guide-en-us.aspx • System Center Engineering Blog: http://blogs.technet.com/b/servicemanager/ • Concurrency blog to grab leave-behinds: http://blog.concurrency.com/

  49. Resources Learning TechNet • Connect. Share. Discuss. • Microsoft Certification & Training Resources http://europe.msteched.com www.microsoft.com/learning • Resources for IT Professionals • Resources for Developers • http://microsoft.com/technet http://microsoft.com/msdn

  50. Evaluations Submit your evals online http://europe.msteched.com/sessions

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