1. System Center Service Manager 2012 Overview
Damir Dizdarević
Logosoft d.o.o.
Sarajevo

2. About me Systems designer and trainer @ Logosoft
MSCommunity BiH country leader
MCSE,MCTS,MCITP,MCT
MVP : Management Infrastructure
Author of several MOC courses (Windows Server, Exchange Server,System Center 2012)
Technical articles in Windows ITPro

3. Agenda Service Manager 2012 in private cloud infrastructure
Components and Deployment
Service Manager connectors
Services and objects provided by Service Manager
Scenario review
Q&A

4. System Center Helps Deliver IT as a Service
Deploy
Configure
Virtual
Physical
Public Cloud
Private Cloud
App Controller
Orchestrator
App
Owner
Service Model
Service Delivery & Automation
Virtual Machine Manager
DC Admin
Self Service
Operations Manager
Configuration Manager
Data Protection Manager
Goal of the slide
Frame how System Center 2012 enables delivering IT as a Service between the App Owner and DC Admin personas that we defined.
Talking Points
<click> Let’s trace back to the two personas we discussed earlier. What we’re going to first discuss are the capabilities required to deliver a private cloud as well as leverage hybrid computing models.
<click> Firstly, you need a “simple” self-service experience to enable your application owners specify their service requirements. Let’s say the “consumer” trying to provision a SharePoint service with the following spec:
3 tier .NET architecture
Has a set of configuration and deployment parameters to conform with (e.g. perf thresholds, scale out rules, update domains)
Needs 99.95% availability SLA
Adheres to compliance/security controls around SOX/HIPAA
Need on-demand reporting on key availability metrics that track against SLA
<click> Next, you need a way to understand the topology and architecture of the application service in question. An application deployed in cloud computing model is called a “service”. This would necessitate a “service model” that accurately binds the application’s architecture to the underlying resources where it will be hosted. The “service model” would be comprised of:
Service definition information, deployed as “roles”. Roles are like DLLs, i.e. a collection of code with an entry point that runs in its own virtual machine
Front end: e.g. load-balanced stateless web servers
Middle worker tier: e.g. order processing, encoding
Backend storage: e.g. SQL tables or files
Service Configuration information
Update domains
Availability domains
Scale out rules
<click> You will need a set of process automation capabilities to break down this application provisioning request into the enterprise change requests that need to be implemented. This could include setting up the underlying infra and then a set of app configuration/release requests that need to be tracked (and ideally implemented with orchestrated automation)
<click> Next you need a set of provisioning tools that actually configure and deploy the infra and application layers.
<click> the underlying datacenter resources could be physical, virtual, private or public as per the requirements dictated by the application’s service model
<click> once the application service is deployed, it would immediately need to be “discovered” and monitored for reporting and health tracking
<click> There you see how the System Center 2012 components offer these life cycle management capabilities in combination to help you deliver hybrid IT as a Service as per your organization’s requirements:
App Controller would offer that self-service experience that allows your application owners manage their apps across private and public environments.
Service Manager offers the standardized self-service catalog that defines “templates” for your applications and infrastructure.
App Controller, Virtual Machine Manager, Service Manager and Operations Manager work together to maintain the service model through the application service life cycle
Orchestrator and Service Manager offer orchestrated automation for the process workflows required to drive your provisioning and monitoring tools
Virtual Machine Manager and Configuration manager can provision physical, virtual and cloud environments
Operations Manager (AVIcode capabilities will be built into Operations Manager) monitors your application services end to end and offers deep app insight to help you deliver predictable SLA
Your datacenter resources could be deployed anywhere from physical boxes to virtual to private to public with Windows Server/ Hyper-V and Windows Azure
However, to get to this agile self-service end-state, you will have to start with abstracting your infrastructure and allocating it appropriately so that your business units can deploy and manage their applications on top. We will see how in the subsequent sections of this presentation.
<click> So, how does System Center 2012 get you to this point where you can deliver IT as a Service?
Talking points:
If we think holistically about what’s involved in delivering IT as a service, they can really be categorized into three buckets:
Application Management: Deploying and operating your business applications
Service Delivery & Automation: Standardizing and automating service and resource provisioning, managing change and access controls, etc.
Infrastructure management: Deploying and operating all the underlying infrastructure on which your business applications and services run.
Operate
Monitor
Service Manager
Service Manager
Application Management
Service Delivery & Automation
Infrastructure Management 4

5. Delivering IT Services Consistently
Consumer
Service
Provider
Self Service
Systems
Automation
Talking points
So on double-clicking on service delivery and automation, I want to step back a little bit and really talk about two relationships. On the left you have the service consumer; on the right we have the service provider. The service provider has an ongoing relationship where the service provider is about identifying and delivering a standard set of IT services that the service consumer is going to consume.
What we want to be able to do is take those standardized services and provide a self-service experience for our consumers to consume those services as they desire, when they want to, to the degree they want to, and know that because we are delivering it in a standardized manner it is delivered the same time, every time in a consistent manner. You have a consistent experience for your users on going.
In between these two is automation. It is not enough to define a set of standard services and then present them for users to consume. But if you want to scale, you’d got to have automation built into these, both from a process perspective as well as a systems perspective. And this is a cycle that goes on and on where we have the processes and the systems delivering standardized services in a self-service experience and the automation making it all happen, pulling it all together so that we can deliver it to our users. Again, the same time, every time.
Processes
Standardization 5

6. System Center Service Manager 2012 Features
IT Service Management
Incident and Problem Management
Change and Release Management
Service Request Fulfillment
Service Level Agreement (SLA) support
IT-as-a-Service
Self-service Portal
Service Catalog
Role-based offerings
System Center Integration
New connectors to VMM & Orchestrator
Improved connectors to OM, CM & AD
Orchestrator runbooks
VMM Private Cloud integration
Business Intelligence
System Center Data Warehouse
OLAP support for reporting and drilldown

7. Scope of Service Manager 2012
Major Investment Areas
Incremental Improvements
Service Requests
Self-Service Portal
Release Management
Data Warehouse/Reporting
Orchestrator/VMM Integration
Incident SLA
Parent/Child Work Items
AD Connector Improvements
PowerShell
Subscription Infrastructure
Parallel Activities
Performance Improvements
Bug Fixes

8. Service Manager 2012 The Power is in the Integration
Service Level Management
Compliance and Risk
Self Service
IT Business Intelligence (OLAP)
Asset Management (Provance)
Incident and Problem
Workflows
Portal
Change and Release
Service Request
Authoring
Knowledge Base
CMDB
Data Warehouse
SERVICE MANAGER PLATFORM
CONNECTORS
CSV
Exchange 2007 Exchange 2010
SCCM 2007
SCCM 2012
SCOM 2007
SCOM 2012
Orchestrator SCVMM 2012
Active Directory

9. Prerequesites for Service Manager 2012
Hardware requirements :
Dual core CPU running at 2.6 GHz
Minimum of 8 GB of RAM for production
10 GB of free space on hard disk drive
Software requirements:
.NET Framework 3.5 SP1
ADO.NET Data Services Update for .NET Framework 3.5 SP1 for Windows Server 2008 R2
Windows PowerShell 2.0
Microsoft Report Viewer Redistributable
Supported version of SQL Server 2008
Supported versions of SharePoint Server

10. Service Manager Components
Service Manager management server
Service Manager console
Service Manager database
Server Manager data warehouse management server
Data warehouse database
Self-Service Portal

11. Terminology Service Request: Request Fulfillment: Service Catalog:
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 (e.g., Request mailbox storage increase)
Service Offering:
Service offered by IT to users including request offerings, SLA & cost/chargeback details (e.g., Mailbox Provisioning)
Technical Service (Service Maps):
IT-facing service containing a configuration item dependency map supporting incident & change management scenarios – (e.g., Exchange, Active Directory)

12. Service Manager connectors

13. Active Directory Connector
The Active Directory connector allows you to import Active Directory objects into the Service Manager database
The Active Directory connector imports all domain objects, or only those objects based on a filter
You can map Active Directory security groups to Service Manager user roles
Active Directory objects become configuration items in Service Manager
You can view the imported objects in the Service Manager console

14. Configuration Manager Connector
The Configuration Manager connector allows you to import configuration data from Configuration Manager 2007 SP1, Configuration Manager 2007 R2, and Configuration Manager 2012
The hardware and software Configuration Manager objects become configuration items in Service Manager
You can use configuration baselines to create incidents
You must complete the data warehouse registration process before creating this connector
You can also collect mobile device data

15. Operations Manager Connector
Configuration item (CI) connector :
Imports objects discovered by Operations Manager into the Service Manager database
Requires you to import Operations Manager management packs into Service Manager before you create this connector
Synchronizes according to a schedule
Alert connector:
Automatically creates incidents based on alerts imported from Operations Manager
Supports Windows Azure
Does not import user information
Allows you to create alert-routing rules

16. Orchestrator Connector
Orchestrator uses procedures called runbooks to automate resource creation, monitoring, and deployment
Imports runbook objects into the Service Manager database
Allows Service Manager to invoke Orchestrator runbooks through the use of workflows
Allows you to map activities from service requests to runbook activities

17. VMM Connector
The VMM connector allows you to import objects such as clouds, templates, and virtual machines, into the Service Manager database
You can import objects directly from VMM or by using the Operations Manager Configuration item connector
Service Manager uses Virtual Machine Manager objects for service offerings

18. Request Offerings
Offering created by IT service provider that consumers access and complete form from the Service Catalog
Related to a Service Request
Contains user prompts for input data
Free text entry
List
Query-based list
True/False
Maps user prompts to default values and activity automation activities
A request offering is a discrete offering that is created by an IT service provider that a consumer can access and complete from the service catalog. It is related to a service request or a service offering, a service offering can have one or more request offerings and the request offering actually contains user prompts for information requests. So these contain questions or information that are
A free text entry where we need you to specify a name for a new virtual machine you might be asking for
It could be a list value that you select as part of fulfilling that request
It could be a query based list so as part of asking for information from a user you may present them a list of choices that goes out and queries an external system and presents the results back to the user for them to select
It could be a true/false. Do you need this machine to be started? Yes or no?
What we then do with those prompts is we map those prompts to the automation activities on the backend so we maintain a consistent level of information. We are not having to hand off manually information from the end user to the service desk to the person who is going to fulfill it. We capture it once through the portal and it flows all the way through the system.

19. Service Offering
Work Item used to identify and classify standard IT services
Contains one or more Request Offerings
Consistent delivery of service-related details including:
Knowledge articles
Service level agreement information
Cost and chargeback–related information
So, service offering is a type of work item within the CMDB that identifies and classifies a standard IT service. A service offering will contain one or more request offering. And it provides a consistent delivery of service-related information. Within a service offering, you will have information about knowledge articles associated with that service, service level agreement information about what you can expect from a response and fulfillment time-frame, and also cost and charge back related information.

20. Service Request Fullfillment
Service requests are requests for existing, preauthorized services and features
Service Manager treats each service request as a work item
End users create service requests in Service Manager by accessing the service catalog on the Self-Service Portal or by
Administrators use the Service Manager console to review and approve activities related to service requests

21. Out of the box Service & Request Offerings
Service & Request Capability
Scope
Request Management for Private Cloud capacity
Best practice knowledge, automation and service catalog offerings to support the provision of and change to private cloud capacity and resources.
Request Management for Virtual Machines within Private Clouds
Best practice knowledge, automation and service catalog offerings to support the request and provision of virtual machines within a Private Cloud
Now with Service Manager 2012 and the new System Center 2012 suite, we are actually bringing some out-of-the-box service and request offerings to our end users. And this contains request capabilities for requesting private cloud capacity and then virtual machines within private clouds.
So we’ve going to provide best practice knowledge and automation for the service catalog that gets embedded into the service catalog that consumers can take advantage of very quickly to maximize their time to value. And we call this the System Center Cloud Services Process Pack. Internally, this is what was known as project Andy. If you are familiar with that, it is now called the System Center Cloud Services Process Pack.
System Center Cloud Services Process Pack

22. Service Manager Enables Self-Service
Reports &
Dashboards
&
Other Clients
Portal
Excel

23. IT as a Service Portal Service Catalog
Silverlight web parts hosted in SharePoint Foundation 2010 or higher
Customize out-of-box web parts using SharePoint admin tools
Service Catalog
Services offered by IT scoped by role-based security
Users fill out form to create service requests
SR templates capture repeatable processes
Dynamic forms, flexibility – no coding required

24. Self Service through Service Catalog
CONTROLLED EMPOWERMENT
ROLE-BASED
SIMPLIFIED PORTAL
Translate business language into IT language. Requests are defined to capture information required to fulfill the specific request manually or via automation.
Offerings are delivered based on user’s role in the organization.
Service catalog designed for easy navigation.
Self-service is about three things – controlled empowerment, a role-based experience, and a simplified portal.

25. Incident Management An incident is a nonstandard event that interrupts service, or reduces service quality for one or more users
Escalations
Notifications
Parent and child incident settings
Priority calculations
Target resolution time
Prefixes
Length of time a closed incident remains in the database
Customizable templates
Knowledge & History
Automatic incident creation
Desired Configuration Monitor (DCM) errors
Operations Manager alerts
Inbound
Portal

26. Incident Management Process
Document the process
Visualize the process
Map the process
Classify / Route
Record
Tier 2
HR Apps
Tier 1
Closure No
Yes
Continue Troubleshooting
Escalate
Resolved
Data Center Alerts !
SOURCES
RECORD
CLASSIFICATION
ROUTING
QUEUES
TRIAGE
RESOLUTION
ESCALATION
CLOSURE

27. Problem Management A problem is a recurring event, typically based on incidents, with a root cause that must be determined and eliminated
Problem creation from similar incidents
Link Incidents and Change requests to problem
Auto resolution of Incidents linked to the Problem
Category
Impact and Urgency
Action Log
Related Items
Status

28. Change Management Minimize errors and reduce risk
5/9/2018
Typical Change Models
Standard, Major, Emergency…
Review and Manual activities
Customizable Templates
Workflows and Notifications
Analyst Portal
Approvals via Web
Relate Change Requests to Incidents, Problems and Config Items
© 2008 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.

29. TechReady7 Breakout Chalktalk Template
Knowledge Management Knowledge management provides accurate and reliable information through an internal knowledge base made up of knowledge articles
TechReady7 Breakout Chalktalk Template
5/9/2018
Knowledge articles
Customer, Partner, and Analyst authored content
Local content and links to external content
End User and Analyst Sections
Ratings
Knowledge Search
Full text, keywords, categories
Related incidents, change requests, problems
Console and Web interfaces
© 2008 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.

30. Approved Changes (ChM)
Release Management
Release
Approved Changes (ChM)
Release Planning
Release Building
Acceptance Testing
Release Preparation
Release Deployment
Change Review (ChM)
End
Release : A collection of one or more changes that includes new and/or changed configuration items that are tested and then introduced into the production environment
Release Management :
Occurs after you receive approval through the change management process
Ensures that changes are tested and are safe to deploy
Uses release records to define the sequence of parallel, sequential, and individual actions that are required for a release

31. Service Level Agreements
TechReady13
5/9/2018
Service Level Agreements
Service Level Objectives (SLOs)
Supported for all work items
SLOs tied to pre-defined Queues
Supports different metrics
Calendars
Business hours, Holidays
Multiple calendars
Notifications
Views / Forms
notifications on warning and breach
© 2011 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.

32. Service Level Agreements
TechReady13
5/9/2018
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
© 2011 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.

33. FIM & SM Integration Identity Manager Service Manager Password Reset
Service Manager: central hub for requests, orchestrating work between people/process/systems, and tracking history for compliance & auditing
Forefront Identity Manager: automation of identity management processes including identity synchronization, certificate and password management, and user provisioning
Both products enable different aspects of self-service, which dramatically reduces the cost of supporting users
Identity Manager
Group Membership
User Provisioning
Password Reset
AD Data Management
Service Manager
CMDB
IT Process Automation
Incident & Change Management
Data Warehouse / Reporting

34. FIM and Service Manager can be Integrated
Scenarios: User provisioning, password reset, AD group membership
End User Desktop
FIM Client
Contractor Provisioning
Approvals
Service Manager
Self-Service Password Reset
FIM 2010
Automated
Change Request
SM Console UI
Portal
Web Service WF
Management Pack for FIM Automation
FIM Service
HR DB
FIM Sync Service
Assisted Password Reset
CMDB DW
FIM CM
AD DS
AD Group
Membership

35. Scenario Summary

36. Standardize Offerings
SERVICE OFFERINGS
REQUEST OFFERINGS
AUTOMATION
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.
Define the supporting organizational activities needed to deliver on the request and ensure traceability and compliance.
Request Template
Processes
Cloud services
Request new VM
Assignment
Cost and SLA information
Server services
Request to extend VM
Notification
Standardization is around three things – service offerings, request offerings, and the necessary process automation that’s a part of this. And this slide really captures how this all fits together.
We start with our service offerings. Service offerings define the services that IT is going to deliver to its consumers. I’ve got a couple of examples there showing cloud services, server based services, or storage services. Under server services, we may have a couple of different request offerings, such as requesting a virtual machine, requests to extend a virtual machine, or to decommission a virtual machine, a popular one that doesn’t get used very much. Within those request offerings, each request offering has a request template. It’s a one to one relationship where within that request template we define cost and SLA information, knowledge articles and then the input values, the information that we need to capture as part of that request to fulfill it. This request template then drives the automation piece which are the processes such as
Assignment – who has to do the work?
Notification – who needs to be made aware of what needs to be done?
Approval – who needs to approve a requested piece of work?
Systems Automation – the actual engaging of the various components of software within System Center 2012 or within other third party management tools to actually make sure the work is done.
Now the thing to note is what is actually published by the end user is what you see there listed as “published to the service catalog.” Those are the different service offerings and request offerings.
Knowledge articles
Storage services
Decommission VMs
Approval
Input values
Systems automation
PUBLISHED TO THE SERVICE CATALOG

37. Scenario: Automated Self-Service Cloud Requests
Import
Runbooks
Configure
Request Offering
Publish to
Service Catalog
Request Private Cloud Capacity
Provisioning Runbook Invoked
Monitor for Private Cloud capacity Created and Deployed
And the previous slide talked about this from a conceptual standpoint. This next slide here really takes us down into a deeper level of “what would this actually look like in a real life scenario?” Simply put, we import our Runbooks; we import our automation activities from Service Manager to Orchestrator so that we know what we are going to invoke when a request is made. We configure what the request offering is going to look like in the form of its request offering template. We then publish that to our service catalog that a consumer would request. In this case, it’s capacity within a private cloud that invokes the Runbook necessary to provision all of those requests to provision that request and provision all of those virtual machines in that private cloud environment by calling Virtual Machine Manager, calling necessary tools to actually do that work. And then we can monitor for the cloud capacity actually being created and deployed and thus then go and get access to it.
Service Provider
Consumer

38. VPRAŠANJA? Po zaključku predavanja, prosimo, izpolnite vprašalnik.
Vprašalniki bodo poslani na vaš e-naslov, dostopni pa bodo tudi preko profila na spletnem portalu konference
Najlepša hvala!