Real World Scenarios with Service Manager and Orchestrator – Best in Breed Together Brad Bird Senior System Center & VM Architect Cistel Technology Inc. DataCenter & Private Cloud MVP SD-B310

Introduction Scenario #1: Taking a Manual Process and Integrating Service Manager Demo 1: Add/Remove User Process using Service Manager Demo 2: Add/Remove User Process using Service Manager with Approval Workflow Scenario #2: Taking a Manual Process and Integrating Orchestrator Demo 3: Add/Remove User Process using Orchestrator Automation Scenario #3: Customer Integration Scenario Add/Remove User Process Demo 4: Add/Remove User Process using Service Manager, Orchestrator, and Powershell Automation Scenario #4: Future Customer Integration Expansion with Self-Service Demo 5: Add/Remove User Process initiated through Self-Service

Scenario #1: Taking a Manual Process and Integrating Service Manager

Consider the Add/Remove User Process Standard Elements First Name, Last Name, Display Name Password Policy based Elements Non-Standard Elements Location in AD Roaming Profile Home Folder Description Group Memberships

This Process can be Painful!

What do we gain using Service Manager? Leveraging either Incident Request or Service Request, there is a digital footprint of activities and actions taken If Console Tasks are used, this provides opportunity to empower Support users to perform Admin tasks using RunAs accounts Console Tasks can be configured with parameters to provide consistency

Demo 1: Add/Remove User Process using Service Manager Brad Bird Cistel Technology Inc.

Now Let’s Expand our Process using Service Manager Let’s Add Some Management to our Process Approval Workflow Activities? Further Tasks?

Demo 2: Add/Remove User Process using Service Manager with Approval Workflow Brad Bird Cistel Technology Inc.

Scenario #2: Taking a Manual Process and Integrating Orchestrator

Consider the Add/Remove User Process but using Orchestrator What is a Runbook? List of individual steps (activities) needed to perform a task Recipe for automation Creating a Runbook for the Add User Process What options do I have? How can I supply the inputs? Creating a Runbook for the Delete User Process What is there is no Integration Pack or Activity for what I want to do? How do I supply the inputs?

Hey this Automation Stuff is Cool!

What do we gain using Orchestrator? Automation provides consistency and predictability We have a digital footprint in the form of historical logs from the activities Repetitive tasks get eliminated from the daily routine freeing up more time Orchestrator provides functionality between 2 systems where there was none necessarily before

Cautionary Note when using Orchestrator Automated processes must be well defined with consistent conditions Automated processes must be well understood Badly planned automated processes can quickly wreak havoc in the environment

Demo 3: Add/Remove User Process using Orchestrator Automation Brad Bird Cistel Technology Inc.

Scenario #3: Taking our process to the next level using Service Manager and Orchestrator

Customer Integration Scenario Add/Remove User Process Integrate into an existing Add/Remove User process Gather customer requirements for outputs Gather inputs and determine if any constraints exist Additional Requirements: No change to User Request Experience Integrate with Service Manager Service Request Module Provide Validation of Success or Failure

How We Did It Integrate Into Service Manager Audit Existing Customer Process How is the customer accomplishing this today? What data are they using? How are they gathering the data? Map Existing Process using Orchestrator No change to User Request Experience Integrate with Service Manager Service Request Module Provide Validation of Success or Failure Integrate Into Service Manager Create Service Request for Tracking Create Manual Activities for Validation

Challenges Integrate Into Service Manager Acquire Inputs in a useable format Existing Input is delivered via Email Needed to alter input format to XML Determine what data to parse Map Existing Process using Orchestrator No existing IPs to monitor Mailbox how we needed it Customize Monitor Mailbox Activity using Powershell (CodePlex) Streamline process to minimize customization areas for easy maintenance Integrate Into Service Manager Validate Service Record is created Populate Service Request using Email content

Customer is Happy!

Demo 4: Add/Remove User Process using Service Manager, Orchestrator, and Powershell Automation Brad Bird Cistel Technology Inc.

Scenario #4: Empowering users using our process with Self-Service

Future Customer Integration Expansion with Self-Service Customer wants to do away with legacy Interface for Add/Remove User process Wants to leverage Service Manager Self-Service to initiate process Self-Service using Service Requests Using available Service Requests Using available Service Offerings Automation should be Maintained Orchestrator runbooks can be used Status is available for customer with validation Request status and/or validation of process completion

Customer is now achieving one of the Cloud Computing Benefits

Demo 5: Add/Remove User Process initiated through Self-Service Brad Bird Cistel Technology Inc.

Review Scenario #1: Taking a Manual Process and Integrating Service Manager Demo 1: Add/Remove User Process using Service Manager Demo 2: Add/Remove User Process using Service Manager with Approval Workflow Scenario #2: Taking a Manual Process and Integrating Orchestrator Demo 3: Add/Remove User Process using Orchestrator Automation Scenario #3: Customer Integration Scenario Add/Remove User Process Demo 4: Add/Remove User Process using Service Manager, Orchestrator, and Powershell Automation Scenario #4: Future Customer Integration Expansion with Self-Service Demo 5: Add/Remove User Process initiated through Self-Service

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12/1/2018 4:39 AM © 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows 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. © 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.