Standardize Service Delivery

1. Standardize Service Delivery

2. Consistent Delivery of Services Standardize and deliver IT and Business Units reap the rewards Enable self-service – users make requests on demand The Service Catalog surfaces standardized service offerings Services easy to find, request and provision Reduced errors in service requests and provisioning Increased efficiency - enable IT resources to focus on work that adds business value Templates, workflows , processes and a common CDMB enable automation Improve service reliability across multiple tools, systems, and department silos

3. Standardize Service Delivery Processes • Service and request offerings • Define the services that IT will deliver to its consumers • Specify requests available for each service and what information will be required to fulfill each request • Automation • Define the supporting organizational activities needed to deliver on the request and ensure traceability and compliance • How we get there • Out-of-the-box integration across System Center stack to link process automation and systems automation to standardize delivery. Service Manager Orchestrator Self Service Portal Processes Request template Service Catalog Assignment Request new VM Cost and SLA information CMDB Runbooks Notification Knowledge articles Request to extend VM Approval Input values Destroy VMs Systems automation

4. Building a Comprehensive Service Catalog Service request templates Service offerings Request offerings IT service that is being delivered IT enables business unit users to request in the Service Catalog Create request offerings for services that IT will deploy

5. Delivering a Service End-to-End Service offering Request offerings Work item used to identify and classify standard IT services • Offering created by IT service provider that consumers request using the service catalog Contains one or more request offerings Based on a template Templates Minimize data entry by providing default values The service catalog • Standardize processes Step 6: Add Request Offerings to Service Offerings Step 1: Create Service Offering Step 2: Create service request template Step 3: Publish Service Offering Step 4: Create Request Offering Step 5: Publish Request Offering

6. Service Offering Work item used to identify and classify standard IT services Contains one or more request offerings Service Offerings create a catalog item that categorizes and helps surface request offerings • Provides consistent delivery of service-related details including • Knowledge articles • Service level agreement information • Cost and chargeback–related information Step 2: Show General Page Step 3: Show Detailed Information Page Step 1: Task - Create Service Offering

7. Templates Minimize data entry by providing default values • Standardizes processes • Ensures compliance • Standardizes data capture • Can be used to create or update any object. Request offerings are based on templates Step 4: Manual Activity Form Step 1: SM Console Step 3: Service Request Template Form Step 2: Task - Create Template

8. Request Offerings • Offering created by IT service provider that consumers request using the service catalog Based on a template Creates a service request or incident • Defines user prompts for data input • Free text entry • List • Query-based list for selection of CMDB objects • Other types of input Defines mapping of user responses to properties of the service request or incident being created Step 2: Show General Page Step 1: Task - Create Request Offering Step 4: Show Configure prompts Page Step 3: Show User prompts Page Step 5: Show Configure prompts Page Step 6: Show Publish Page

9. Service Catalog and the Deployed Service When all the components come together: a service offering with one or more request offerings based on templates, the service catalog is ready. IT then provisions it in the self-service portal A deployed service that empowers users to make requests in a controlled environment, based on their role, through a simple easy-to-use portal Step 6: Add Request Offerings to Service Offerings Step 1: Create Service Offering Step 2: Create service request template Step 3: Publish Service Offering Step 4: Create Request Offering Step 5: Publish Request Offering

10. Deploying the Self-Service Offerings Service request template • Types of Services • Provision VM’s • Expand cloud capacity • Resolving problems and/or incidents • Move Private Cloud resources Service offering Service catalog items available to request Request offering

11. Service Catalog for Self-Service Tenants …Requests Offerings A Service Offering Is made up of …

12. Cloud Service Process Pack • System Center feature, built on top of Service Manager and Orchestrator • Enables a Private Cloud in your data center • http://www.microsoft.com/en-us/download/details.aspx?id=36497

13. Cloud Services Process Pack Workflow

14. Elements of the Service Manager Console

15. Using Self-Service Resources built into the private cloud infrastructure – service catalog: Request Clouds • Requestcapacity • Raise incidents • Manage and Maintain Application Resources • Manage status • What is the self-service process I will use to get the services I need? Do you have existing service management, processes (approval, etc.) that you don’t want to lose with an on-premises private cloud? Do you want to manage your own environment and applications, changing capacity to match projects, and processes with changing team needs? App Controller Make the request via SM portal, then manage the cloud via App Controller Service Manager

16. Manage Multiple Processes

17. Microsoft’s Datacenter Service Management Reporting and insights Release management Problem management Self-service Change management • The service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies Service Manager • Service Operation • Request Fulfillment • Service Transition • Release and Deployment Management • Service Transition • Change Management • Continual Service Improvement • Service Reporting • Service Operation • Problem Management ITIL V3 processes System Center, along with integration with partners and with some customer process customization meets at least 19 of the 26 processes. Here are 5 readily obvious mappings. CMDB

18. The CMDB Runbooks Application Owner Tenant User Service Manager Operations Manager • Monitoring data: • Device discovery • Health of resources • 360 monitoring Orchestrator • ITSM critical data: • Processes • Workflows • Service Offers • Work Items • Templates • Knowledge • Chargeback Information • Automation data: • Process and Workflows • Templates • Service Offers Service Request for additional compute capacity SS Portal App Controller SM Portal CMDB

19. Consistent Delivery of Services Business policy Standardizing how IT processes can be applied and built on a robust CMDB which drives integration, automation and self-service Consistent delivery of services enables flexible implementation of new services and infrastructure as new requirements are introduced Benefits and value Outcomes Rapid remediation of proactive/reactive issues Predictable service delivery Service level agreements Problem and incident management Change and incident management

20. Change and Release Management Service Manager Change management Release management

21. Managing Changes Efficiently The data center and environment are fraught with change Results of change management A tool update changed a critical process A new compliance requirement impacts my business Minimize errors and reduce risk Reduced disruption time for users Enhanced business perception of IT through improved quality of service The addition, modification or removal of anything that could have an effect on IT services Increased visibility and communication of changes to both business and service support staff

22. Release Management Project Release management focuses on the controlled release of one or more changes to an applications, infrastructures, and services In a project – hand-off to operations On time, on budget, agreed quality Usually is a single application, infrastructure, or service Has specific start and end Quite often treats supportability aspects as low priority In operations – manage rollout of changes Deploy many changes in the most efficient, effective, and consistent manner through applications, infrastructures, and services IT operations Release management

23. Release Management Release record Release work item in Service Manager Release process is represented by hierarchy of activities Up to 5 levels New configuration item types Environment (i.e., dev, test, prod) Build (i.e., version #) New roles Release Manager Activity Designer New container activities Parallel Sequential New workflow features Skip failed activity Skip unnecessary activity Templates New relationships Parent-child Change-to-release Dependent

24. Service Manager Business hour calendars Service-level metrics Service-level objectives Service-Level Agreements

25. Ensure Service Levels are Maintained • Measure processes • Visibility into pre-defined service delivery processes and proactively take action on issues. IT defines unique thresholds for the business. • Timely resolution • SLA alerts drive awareness to ensure IT keeps infrastructure resources available. Incidents Reduce downtime Service requests Increase productivity Modify Cloud capacity Active alert-resource New Cloud environment

26. Ensure Service Levels are Maintained Measure processes Timely resolution IT defines unique thresholds for the business Need for visibility into pre-defined service delivery processes in order to take proactive action on issues Reduce downtime Issues are prioritized within a common system Improved user and customer satisfaction with IT Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar Services align better with business priorities and objectives, so that the business achieves more in terms of strategic objectives

27. Defining Service Level Management • Define your Service Catalog • Define a SLA Template • Define Service Level Requirements • Negotiate SLA requirements • Define SLA  measurable terms • Define Reports (KPI’s) with stakeholders • Service improvementplan • Define review meetings

28. Service-Level Agreements • Calendars • Business hours • Holidays • Multiple calendars • Service-level metrics • In the box • Incident and service request • Define your own time-based metrics • Service-level objectives (SLOs) • Supported for all work items • SLOs tied to pre-defined queues • Specify target and warning thresholds • Work-item SLA • Views/forms showing “color” coded breach/warning information • Email notifications on warning and breach =

29. Service Level Agreements in Action Discover datacenter potential infrastructure issues to address Deploy VM’s Expand cloud storage Define service level thresholds Awareness of services requiring action Resolve issue and modify the infrastructure

30. Incident and Problem Management Service Manager Incident management Problem management

31. Quickly Recover from Systemic Issues A single issue associated with a problem. Leveraging incident and problem management reduces time to resolution and provides deep insight into recurring systemic issues through root cause analysis. Benefits and value Incidents Problems - Records of issues that have occurred and prescribed procedures to resolution Multiple incidents Change requests

32. Incident Management Process unplanned interruption to an IT service, or a reduction in the quality of a service Timely detection and resolution How to best escalate… what, who, and where Incidents are often detected by event management, or by users contacting the service desk Reduce downtime Improved user and customer satisfaction with IT Identify quality issues and improve experiences and service Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar Restore normal service as quickly as possible, and to minimize the adverse impact on business operations

33. New incidents Incident Management Detection and recording Classification and initial support Investigation and diagnosis Escalation Update or assign new Knowledge articles Change existing incident Talk with the customer for more data as needed Easy to use forms Templates Incidents from email, Ops Manager, DCM Self-service portal workflow DCM incident workflow SCOM incident workflow See Knowledge databases CMDB Data for trend analysis Escalation paths Trending?Close incident Follow up with customer as needed Workflows and control process: routing, classification, and communication Resolution and recovery Resolved? No Ownership, monitoring, tracking and communication Yes Closing Detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Close incident Closed incidents

34. Problem Resolution Incidents compiled under same problem for resolution Alerts Ops Manager Incident: Memory issue Repeat incident Deployed service problem alert Service restarted Managed by Virtual Machine Manager

35. Resolving Incidents Creating new incident Configuration item view or email view Change existing incident Define urgency | Apply an incident from OM | Assign KB articles to an incident Service Manager Communicate with users within an incident Email or via IM Capture systematic issues Allows discovery of trends Personalize incident views Create in work items (incident management) or personalize the view Resolving and closing CMDB