Service Manager & Orchestrator = IT Automation

1. Service Manager & Orchestrator = IT Automation Gavin Kemp & Ellis Paul Microsoft UK

2. Session Objectives and Takeaways • …or Runbook Automation, Service Request Fulfillment, Automated Change Management, IT as a Service, Private Cloud… • Overview of changes in Service Manager • A look at cross platform integration / automation • Service Request Fulfillment – a look at the new Service Catalogue capabilities of Service Manager

3. System Center Service Manager 2012Delivering IT as a Service Process Automation Integration Self Service Leverage System Center investments Populate CMDBwith connectors IT Service Management best practices in the box IT Governance Risk and Compliance • Service Consumers • Business Analysts • End Users

4. System Center Service Manager 2012 Features

5. IT Service Management with Service Manager

6. Incremental Improvements in SM 2012 • Parent/Child Work Items • AD Connector Improvements • PowerShell • Subscription Infrastructure Improvements • Parallel Activities • Performance Improvements • Bug Fixes

7. Service Level Agreements • Service Level Objectives (SLOs) • Supported for all work items • SLOs tied to pre-defined Queues • Supports different metrics • Calendars • Business hours, Holidays • Multiple calendars • Notifications • Views / Forms • Email notifications on warning and breach

8. System Center Integration • Existing integrations updated • Active Directory • Custom LDAP, AD groups • Operations Manager 2012 • Azure MP • Configuration Manager 2012 • User-device affinity and CM Exchange connector (e.g., iOS, Android, Blackberry) • New integrations introduced • Orchestrator • Automation, interface with other systems • Virtual Machine Manager • Virtualization and Private Cloud

9. System Center Data Warehouse Data Warehouse • Integrates data from across System Center • 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

10. demo

11. System Center Orchestrator 2012: Process Automation That Simplifies Datacenter Management Optimize and extend existing investments Deliver flexible and reliable services Lower costs and improve predictability Integration Orchestration Automation • Optimize heterogeneous environments with integration packs • Easy–to-extend platform for building custom integrations with the Quick Integration Kit (QIK) • Accelerate time to value with flexible process workflows • Improve service reliability across multiple tools, systems, and department silos • Enable IT resources to focus on work that adds business value • Reduce error-prone manual activities while lowering costs

12. Service Manager + Orchestrator Service Manager Systems Automation for IT Pros Heterogeneous Support Customer & Partner Extensible Self Service Request Management Standardized IT Process Automation Governance and Compliance

13. New for 2012: Deep Integration Uses NEW Orchestrator 2012 REST-based Web Service to synchronize runbook definitions, invoke runbooks with parameters and get runbook results. Service Manager Connector for Orchestrator Uses Service Manager API to allow runbook authors to interact with Service Manager objects. Allows Runbooks interact with CMDB, Service Manager Work Items, use Service Manager Templates, interact with attachments, etc. Orchestrator Integration Pack for Service Manager

14. demo

15. IT as a Service Portal • Silverlight web parts hosted in SharePoint Foundation 2010 or higher • Customize out-of-box web parts using SharePoint admin tools Service Catalogue • Services offered by IT scoped by role-based security • Users fill out form to create service requests • SR templates capture repeatable processes • Dynamic forms, flexibility – no coding required

16. 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 (e.g., Request mailbox storage increase) • Service Offering: • Service offered by IT to users including request offerings, SLA & cost/chargeback details (e.g., Mailbox Provisioning) • Technical Service (Service Maps): • IT-facing service containing a configuration item dependency map supporting incident & change management scenarios – (e.g., Exchange, Active Directory)

17. Service Catalogue Theory of Ops Service Request Templates defines business processes Request Offering maps User Input to Service Request Template Service Offerings is a collection of requests Author Service Offerings Author Request Offerings Author Request Template Processes defined here drivesautomation Dynamic Request Formon the Portal Service Catalog Portal home page Request triggers Workflows, approvals, notifications as defined by processes in templates Role-based access Integrated CMDB VMs Clouds Templates Services Fabric Users Runbooks

18. demo

19. Request processes drive automation Service Request 1. SCO Connector syncs Runbook data to CMDB Service Catalog - Request Offering 2. Admin uses SM task to create RB activity w/ parameters mapped to properties 3. Admin adds to request template includes RB activity, added to Service Catalogue 3 CMDB 4 Request Template SM Runbook Items 4. User creates SR from request offering 5 5. Runbook invoked with user inputs Invoke SCO Runbook SCO Runbook SCO Runbook 6. SM workflow monitors RB status SCO Web Service Monitor SM Runbooks Folder 6 2 Runbook Activity SCO Connector 1