Automated, Standardized, Self-service Private Cloud Service Delivery Travis Wright Principal Program Manager Microsoft Corporation

Agenda Introduction Standardization, Self-Service, and Automation High Level Solution Architecture Automated Request Fulfillment in Six Steps Self-Service Reporting Q&A

Self Service Service Delivery & Automation System Center Helps Deliver IT as a Service Deploy Configure Service Model Service Provider Operate Monitor Virtual Physical Public Cloud Private Cloud Virtual Machine Manager Operations Manager App Controller Service ManagerService Manager Orchestrator Configuration Manager Data Protection Manager Customer Application Management Service Delivery & Automation Infrastructure Management

Service Delivery and Automation Key Value Enablers STANDARDIZATION SELF SERVICEAUTOMATION Give Customers 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 Customer requests. Automate routing of requests for approval and manual steps Automate fulfillment of the service request Automate notifications Standardize the services provided by IT to Customers 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) Create templates to capture standard process for request fulfillment Compliance with Policies Increased Reliability Simplicity of Choice Increased Customer Satisfaction Nothing Lost in Translation Reduced Costs Faster Time to Delivery Minimize Human Error Reduced Costs

Service Delivery and Automation Architecture 3 rd Party Management Tools Service Catalog Templates Workflows CMDB Work Items Configuration Items Knowledge Reporting and data warehouse Self Service Standardization Automation Mobile Portal

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

IMPORTING DATA & RUNBOOKS TO ENABLE SELF-SERVICE AND AUTOMATION Service Manager Orchestrator Virtual Machine Manager Operations Manager Configuration Manager

Import Service Manager Orchestrator Virtual Machine ManagerOperations ManagerConfiguration ManagerActive DirectoryLOB3 rd Party Management Tools Service Templates Virtual Machine Templates Storage Classifications Logical Networks Load Balancers Load Balancer VIP Templates Service Templates Virtual Machine Templates Storage Classifications Logical Networks Load Balancers Load Balancer VIP Templates VIRTUAL MACHINE MANAGER Servers Clients Hardware Web Sites Databases Web Services Virtual Machines Hosts Exchange Servers Domains Sites And much more… Servers Clients Hardware Web Sites Databases Web Services Virtual Machines Hosts Exchange Servers Domains Sites And much more… OPERATIONS MANAGER Computers Hardware Software Computer Primary User Desired Configuration Management Computers Hardware Software Computer Primary User Desired Configuration Management CONFIGURATION MANAGER Users Groups Computers Printers User Manages User Users Groups Computers Printers User Manages User ACTIVE DIRECTORY Runbooks Author workflows to sync data from line of business applications (LOB) or other 3 rd party management systems Runbooks Author workflows to sync data from line of business applications (LOB) or other 3 rd party management systems ORCHESTRATOR CSV Data Import Custom Connector using SDK PowerShell CSV Data Import Custom Connector using SDK PowerShell OTHER OPTIONS

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

BUILDING STANDARDIZED REQUEST OFFERINGS Service Manager

Templates Minimize data entry by providing default values Standardize processes Ensures compliance Standardized data capture Can be used to create or update any object

Request Offerings Offering created by IT service provider that Customers 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

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

PUBLISHING STANDARDIZED REQUEST OFFERINGS Service Manager

Service Offerings Container used to identify and classify standard IT services Contains one or more request offerings Consistent display of service- related details including: Knowledge articles Service level agreement information Cost and chargeback–related information

Configuring Role-Based Access User sees offerings based on their role User roles mapped to user groups within Active Directory Provide access at the service offering level or at the individual request offering level Private Cloud Offerings Enterprise LOB App Offerings VDI Offerings Development Offerings

DEMO BUILDING AND PUBLISHING STANDARDIZED REQUEST OFFERINGS TO THE SERVICE CATALOG

Cloud Services Process Management Pack Model Extensions & Views Project Capacity Pool Cost Center Logical Network Placement Tag VIP Template … Service Request Templates 20+ service request templates Provision VMs Project creation Capacity management Automated work item activity templates Service Catalog Content 20+ request offerings Based on service request templates Runbooks/Workflows New runbooks for Orchestrator and workflows for Service Manager to automate request offering fulfillment

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

CREATING REQUEST OFFERINGS IN SELF-SERVICE PORTAL Service Manager

Simplified Portal Easy to use Portal Silverlight web parts provide rich experience Familiar SharePoint user experience Easy to customize Portal Customize look & feel using standard SharePoint admin tools Dynamic forms are configuration driven using wizards Extensible via custom web parts

Controlled Empowerment Provider-published and Customer- initiated Expresses IT requests in business language Consistent delivery of service each time, every time Enables Customer to choose what level of service + cost they want

DEMO CREATING A SERVICE REQUEST IN THE SELF- SERVICE PORTAL SERVICE CATALOG

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

INVOKING RUNBOOKS TO AUTOMATE FULFILLMENT Service Manager Orchestrator

Invoke Service Manager Orchestrator Virtual Machine ManagerOperations ManagerConfiguration ManagerActive DirectoryLOB3 rd Party Management Tools

Automation Concepts ACTIVITIES Units of execution that perform defined actions RUNBOOKS System level workflows that execute a series of linked activities DATABUS Publish and consume data between activities as a runbook runs DESIGNER Drag, drop, and configure Visio- like authoring Invoke Web Services Compare Values Send Query Database Run.Net Script Get Server ID from DPM Get Data Sources Create Recovery Point Create Incident Create Checkpoint Start Maint Mode Shut Down VM on error Update on success Return Data Check Schedule

Orchestrator Integration Packs Third Party Integration Packs VMWare vSphere BMC BladeLogic BMC Remedy BMC Atrium BMC Event Manager HP Operations Manager HP Service Manager HP iLO & OA IBM Netcool Or build your own! Microsoft Integration Packs System Center 2007 Operations Manager System Center 2007 Configuration Manager System Center 2010 Service Manager System Center 2008 Virtual Machine Manager System Center 2010 Data Protection Manager System Center 2012 Operations Manager System Center 2012 Configuration Manager System Center 2012 Service Manager System Center 2012 Virtual Machine Manager System Center 2012 Data Protection Manager Active Directory

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

MONITORING AUTOMATED RUNBOOKS Service Manager Orchestrator

Monitoring Progress View status in work item forms Easily link over to Orchestrator console to view detailed status Retry failed runbooks ORCHESTRATOR Detailed status down to activity level Historical view of runbook execution Input, output and runtime variable data SELF-SERVICE PORTAL Summarized view of status for Customer NOTIFICATIONS Notify about progress, failure, or successful completion Rich HTML formatted s with context data inserted SERVICE MANAGER

IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

DEMO INVOKING A RUNBOOK AND MONITORING PROGRESS & AUTHORING RUNBOOKS

DEMO AUTOMATIC REMEDIATION (IF TIME ALLOWS)

REPORTING Service Manager

Report and Dashboard Authoring with OLAP CubesCross System Center Reporting Solution Pull data from Service Manager, Operations Manager, Configuration Manager, Virtual Machine Manager and Active Directory for a comprehensive view of IT Enable direct publish to the data warehouse from custom sources (such as SAP and HR) OLAP cubes powered by the System Center management pack model Report authoring with Microsoft Office integration for knowledge workers Service Manager Data Warehouse OLAP Cubes Data Warehouse or Custom SQL Repository

SQL Reporting Services Self-service reporting in a browser or in Service Manager console Publish reports automatically to SharePoint, file share, or send via Author new reports or customize reports using Microsoft tools or creating linked reports 30+ reports provided out of box

Microsoft Excel Pivot tables and charts present formatted data queried from the Service Manager data mart cubes Excel enables ad hoc self- service analysis SharePoint enables sharing and collaboration Access workbooks from inside the Service Manager console

Dashboards Create SharePoint document libraries with Excel workbooks which contain dashboard style pivot charts Format SQL Reporting Services reports in a dashboard format Embed the Excel workbooks or SRS reports in a SharePoint site as web parts Use Performance Point in SharePoint (Enterprise only)

DEMO SELF-SERVICE REPORTING

Service Delivery and Automation Key Value Enablers STANDARDIZATION SELF SERVICEAUTOMATION Give Customers 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 Customer requests. Automate routing of requests for approval and manual steps Automate fulfillment of the service request Automate notifications Standardize the services provided by IT to Customers 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) Create templates to capture standard process for request fulfillment 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