Private Cloud Service Delivery and Automation with Microsoft System Center 2012 SD-B311 Eamon O’Reilly Srikanth Ranganathan Ketan Ghelani Program Managers Microsoft Corporation

Session Objectives System Center 2012 suite features Integrated CMDB driving proactive and reactive processes Monitoring and operating of service delivery and automation Delivery of IT services through process and systems automation

SYSTEM CENTER HELPS DELIVER IT AS A SERVICE Deploy Configure Virtual Physical Public Cloud Private Cloud App Controller Orchestrator Service Model Service Delivery & Automation Self Service Consumer Virtual Machine Manager DC Admin Operations Manager Configuration Manager Data Protection Manager Operate Monitor Service Manager Service Manager Application Management Service Delivery & Automation Infrastructure Management 3

SERVICE DELIVERY AND AUTOMATION KEY VALUE ENABLERS STANDARDIZATION SELF SERVICE AUTOMATION Standardize the services provided by IT to Consumers Define the services to be offered Define the request offerings that will be part of a service offering Identify who needs to be involved (approvals, notifications, fulfillment) Templates to capture standard process for request fulfillment Give Consumers of IT services the ability to identify, access and request services as needed Controlled empowerment Request offerings displayed based on user role Intuitive, easy to navigate portal Self-service reporting Automate the processes and systems necessary to fulfill Consumer requests. Automate routing of requests for approval and manual steps Automate fulfillment of the service request Automate notifications Compliance with Regulation Increased Reliability Simplicity of Choice Increased Customer Satisfaction Reduced Costs Nothing Lost in Translation Faster Time to Delivery Reduced Costs Minimize Human Error

SERVICE DELIVERY & AUTOMATION ARCHITECTURE Self Service Service Catalog Reports Email / Mobile / Client Solutions Problem Change Incident Compliance & Risk Service Request Release Templates Forms Reporting & Data Warehouse Workflows Standardized Process Automation CMDB Work Items Configuration Items Knowledge Integration

STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE Import Data in CMDB Service Catalog Service Requests & Incidents Monitor Deployed Services and Applications Proactively Automate Remediation Orchestrate People, Process Workflows IMPORT BUILD SELF-SERVICE Operate Monitor Optimize 6

STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE Import Data in CMDB Service Catalog Templates Workflows Service Requests Incident Requests IMPORT BUILD SELF-SERVICE Orchestrate People, Process Workflows 4 Operate 1 2 3 Monitor Optimize 5 6 Monitor Deployed Services and Applications Proactively Automate Remediation 7

CMDB Central to Service Delivery Architecture & Automation Components CMDB Connectors 8

IMPORT Runbooks Author workflows to sync data from line of business applications (LOB) or other 3rd party management systems ORCHESTRATOR CSV Data Import Custom Connector using SDK PowerShell OTHER OPTIONS Computers Hardware Software Computer Primary User Desired Configuration Management CONFIGURATION MANAGER Servers Clients Hardware Web Sites Databases Web Services Virtual Machines Hosts Exchange Servers Domains Sites And much more… OPERATIONS MANAGER Service Templates Virtual Machine Templates Storage Classifications Logical Networks Load Balancers Load Balancer VIP Templates VIRTUAL MACHINE MANAGER Users Groups Computers Printers User Manages User ACTIVE DIRECTORY Virtual Machine Manager Service Manager Operations Manager Configuration Manager Active Directory Orchestrator LOB 3rd Party Management Tools

CONSOLIDATED VIEW OF IT SCCM OM AD Computer in CMDB FQDN 1 1 1 Network Adapter 2 3 Hard Drive 4 4 5 5 6 IP Addr. 7 7 8 8

SELF-SERVICE Service Catalog Components Self Service Portal Service Catalog Service Request Incident 11

SELF-SERVICE PORTAL FEATURES Service Catalog Role-based access Users fill forms to create service requests Dynamic forms, flexibility Help Articles Users can search and open knowledge My Requests View/Update own incident / service requests My Activities View/Update own manual activities Review and approve

TECHNICAL DETAILS FOR SM12 PORTAL Web Content Server (WCS) IIS sites and app pools Service host: In-proc client and server SDK, communicates via WCF to SMDB Content host: Silverlight webparts packaged in XAP files Navigation between webparts handled in config files Sharepoint site SharePoint Foundation 2010 or Enterprise Can use existing SharePoint farms SM webparts come with .aspx wrappers that include customizations; enable SharePoint admin tools to customize Add other webparts via SharePoint extensibility Supported configurations (installed via SM setup): SharePoint site and WCS co-located with SM management server SharePoint site and/or WCS remote from SM management server

SERVICE CATALOG AND PORTAL DEMO SERVICE CATALOG AND PORTAL

STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE Import Data in CMDB Service Catalog Templates Workflows Service Request Incident Request Orchestrate People, Process Workflows 4 Operate 1 2 3 Monitor Optimize 5 6 Monitor Deployed Services and Applications Proactively Automate Remediation 15

BUILD & OPERATE Service Level Agreements Components Calendars Service Level Objectives Service Level Agreements 16

SERVICE LEVEL AGREEMENTS – CALENDARS & METRICS Business hours Holidays Multiple calendars Service Level Metrics In the box Incident and Service Request Define your own time-based metrics

SERVICE LEVEL OBJECTIVES Service Level Objectives (SLOs) Supported for all work items SLOs tied to pre-defined queues Specify target and warning thresholds Notifications Views/forms showing “color”-coded breach/warning information Email notifications on warning and breach

SERVICE LEVEL AGREEMENTS CALENDAR Business hours + SERVICE LEVEL METRIC Response time Resolution time + SERVICE LEVEL OBJECTIVE Work Item (Service Request & Incident by default) WORK ITEM SLA Visibility Notifications Reactive Processes 19

SERVICE LEVEL AGREEMENTS DEMO SERVICE LEVEL AGREEMENTS Ketan Ghelani Senior PM Microsoft

STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE Import Data in CMDB Service Catalog Templates Workflows Service Requests Incident Requests Orchestrate People, Process Workflows 4 Operate 1 2 3 Monitor Optimize 5 6 Monitor Deployed Services and Applications Proactively Automate Remediation 21

MONITOR & OPTIMIZE Change & Release Management Automate Incident Remédiation Components Service Manager Change Management Release Management Incident Management Orchestrator 22

CHANGE AND RELEASE MANAGEMENT IN OPERATIONS Change management makes decisions about individual changes Risk, Impact, Cost, Feasibility, and so on Release management deploys one or more approved changes to the controlled environments

CHANGE MANAGEMENT AND RELEASE MANAGEMENT Project 1: HRWeb Upgrade Project 3: New Printing Infra CR 1.2 HRWeb App. Upgrade CR 3.1 Network Upgrade CR 1.1 Infra Upgrade CR 3.2 … CR 3.3 … January Release February Release March Release CR 2.1 Prepare Environments CR 2.2 OCS to Lync Servers Upgrade CR 2.3 Lync Client SW Upgrade Project 2: OCS to Lync Upgrade 24

NEW FEATURES New workflow features Container activities New CIs Skip failed activity Skip unnecessary activity Container activities Parallel Sequential New CIs Environment Build New Roles: Release Manager Activity Designer New Relationships Parent-child (similar to one in incident management) Change-to-release Dependent

CHANGE & RELEASE MGMT AUTOMATED REMEDIATION DEMO CHANGE & RELEASE MGMT AUTOMATED REMEDIATION

STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE Import Data in CMDB Service Catalog Templates Workflows Service Requests Incident Requests Orchestrate People, Process Workflows 4 Operate 1 2 3 Monitor Optimize 5 6 Monitor Deployed Services and Applications Proactively Automate Remediation 27

SERVICE DELIVERY AND AUTOMATION KEY VALUE ENABLERS STANDARDIZATION SELF SERVICE AUTOMATION Standardize the services provided by IT to Consumers Define the services to be offered Define the request offerings that will be part of a service offering Identify who needs to be involved (approvals, notifications, fulfillment) Templates to capture standard process for request fulfillment Give Consumers of IT services the ability to identify, access and request services as needed Controlled empowerment Request offerings displayed based on user role Intuitive, easy to navigate portal Self-service reporting Automate the processes and systems necessary to fulfill Consumer requests. Automate routing of requests for approval and manual steps Automate fulfillment of the service request Automate notifications Compliance with Regulation Increased Reliability Simplicity of Choice Increased Customer Satisfaction Reduced Costs Nothing Lost in Translation Faster Time to Delivery Reduced Costs Minimize Human Error

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8/30/2018 6:23 AM © 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. © 2009 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.

MMS 2012 8/30/2018 6:23 AM © 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.