SNEAK PEAK AT SERVICE MANAGER 2012 Justin Cook Principal Consultant, Systems Management and MOE Data # 3 Steven Bird National Lead, Business Architecture, Strategic Consulting Data # 3 SESSION CODE: SEC202 (c) 2011 Microsoft. All rights reserved.

Agenda ► Introducing IT as a Service ► Major Updates ► Incremental Updates ► Service Catalog – Service Offerings – Request Offerings ► Release Management ► System Center Data Warehouse

Achieving IT as a Service Objectives (c) 2011 Microsoft. All rights reserved. ITIL COBIT MOF Process Design ITaaS Objectives Implementation AutomationAutomation Self-ServiceSelf-Service ComplianceCompliance StandardisationStandardisation ► Reduce Costs ► Increase Service Levels ► Faster Time to Delivery ► Provide More Data ► More Transparency ► Compliance

Service Manager Enables Controlled Automation (c) 2011 Microsoft. All rights reserved. Centralised Data Storage Work Items Configuration Items Knowledge Configuration Management DB Automation Services IntegrationIntegration IT Data Warehouse

Portal Reports & Dashboards & Other Clients Excel Service Manager Enables Self Service

Service Manager Enables Standardisation ► Business Process Defined in Templates ► CMDB Data Standardisation – Common Model – Reconciliation of Data ► Service Catalog

Service Manager Enables Compliance ► Compliance is embedded in process, standards, self-service, and automation ► Compliance library maps legalese to actionable IT control activities ► Compliance is continuously and automatically evaluated in real time

Service Manager 2012 – What’s Coming? Major Investment Areas ► New End User Portal ► Service Catalog – Service Offerings – Request Offerings ► Release Management ► Orchestrator / VMM Connectors ► System Center Data Warehouse – Data Cubes – Analysis Libraries

► Incident SLA ► Parent / Child Work Items ► AD Connector Improvements ► PowerShell ► Subscription Infrastructure Improvements ► Parallel Activities ► Performance Improvements ► Bug Fixes Service Manager 2012 – What’s Coming? Your Feedback -> Incremental Improvements

Portal: Role-based Access, Self Service CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks Request Processing: Business process WF engine Request Processing: Business process WF engine Service Catalog: Service and Request Offerings Orchestrator: IT process automation Run books OM Other IT Systems VMM Connectors DW InvokeMonitor Integration Packs WI activities Notifications Approvals Notifications Approvals DATA CMDB enables standardisation and compliance DATA Automation PRESENTATION IT Service OfferingsIT Service OfferingsPRESENTATION IT as a Service Architecture for Service Manager Business Events Subscriptions Request Processes WORKFLOW Request processes drive automationRequest processes drive automationWORKFLOW

Business Process User Roles Service & Request Offerings Private Cloud VM Provisioning Request Cloud Applications Service Provisioning Request Fix for Service Users Access Requests Request Quota Increase Data and Process Templates ( standardised configurations ) Data and Process Templates ( standardised configurations ) Work Items CMDB Objects ReviewRunbook Self service models and defaults (Quotas, access tiers, costs) Self service models and defaults (Quotas, access tiers, costs) SLA Knowledge Schedule Cost Data Sources (OM, AD, VMM, SCO, CM) Data Sources (OM, AD, VMM, SCO, CM) 1. Connectors import VMM cloud objects, VMM templates and SCO runbooks CMDB Enables Standardisation and Compliance CloudsUsersFabricTemplatesServices VMs Runbooks SM templates capture business process and the role of runbooks within the process 3. Models and defaults standardise offerings 4. Specify interaction with users – create questions and map to CMDB data 5. Configure access roles to the offerings

Request Template CMDBCMDB SCO Runbook SCO Web Service 1. SCO Connector syncs Runbook data to CMDB 3. Create request template which includes Runbook activity and is added to Service Catalog 6. SM workflow monitors RB status SM Runbook Items Runbook Activity 2. Create Runbook activity with parameters mapped to properties Service Request 4. User creates SR from request offering 5. Runbook invoked with user inputs SCO Connector Service Catalog - Request Offering SCO Runbook SM Runbooks Folder Invoke Monitor Workflow: Request Processes Drive Automation

Presentation: IT Service Offerings ► New Features – Silverlight web parts hosted in SharePoint Foundation 2010 or higher – Customise out-of-box web parts using SharePoint admin tools – Extensible via SharePoint extensibility for hosting web parts ► Portal Features – Service Catalog Scoped to User Roles – Customisable, Dynamic Forms

► Orchestrator Connector – Import Runbooks – Invoke Runbooks in Orchestrator from Service Manager Workflows – Monitor Runbook Status ► Virtual Machine Manager Connector – Import Cloud, VM and VM Template Details New Connectors Orchestrator and Virtual Machine Manager

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

Service Catalog, Theory of Ops Integrated CMDB CloudsUsersFabricTemplatesServices VMs Runbooks Role- based access Dynamic Request Form on the Portal Author Request Template Service Request Templates defines business processes Service Catalog Portal home page Processes defined here drives automation Author Request Offerings Request Offering maps User Input to Service Request Template Author Service Offerings Service Offerings is a collection of requests Request triggers Workflows, approvals, notifications as defined by processes in templates

Scenario: Automated Self-Service Requests (c) 2011 Microsoft. All rights reserved. Import Runbooks Configure Request Offering Runbook Invoked Service Request Completed Request Service Service Request Created SM Admin End User

DEMO: IT AS A SERVICE: PORTAL, SERVICE CATALOG, SERVICE REQUESTS, AND ORCHESTRATOR INTEGRATION (c) 2011 Microsoft. All rights reserved. Justin Cook

Release Management ► Reduce Disruption Caused by Changes ► Streamline Change Management ► Large, Major or High Risk Changes ► Co-ordinated Release of Related Changes ► Group Changes into Releases ► Manage Release Management Processes ► Manage Application Release Lifecycle (c) 2011 Microsoft. All rights reserved.

DEMO: RELEASE MANAGEMENT Justin Cook (c) 2011 Microsoft. All rights reserved.

System Center Data Warehouse ► Replace System Center Reporting Manager (SCRM)* – 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 Data Warehouse

DEMO: SYSTEM CENTER DATA WAREHOUSE Justin Cook (c) 2011 Microsoft. All rights reserved.

Release Dates ► Beta – Sept 2011 ► RTM – Dec 2011

Related Content (c) 2011 Microsoft. All rights reserved. ► Contact Us: – Justin Cook @JustinCook78 – Steven Bird

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© 2010 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. (c) 2011 Microsoft. All rights reserved.