1. IT Service Management Speaker Position Microsoft Corporation
11/17/2018
IT Service Management Speaker Position Microsoft Corporation
Microsoft Virtual Academy
Welcome to Microsoft Virtual Academy, I’m Brannan Matherson and I’m a Product Marketing Manager on the Windows Server, System Center Data Center Solutions team focused on delivering a data center solution and management suite for customers to deliver a better service to their end customers or individual business units.
Our topic today that I want to touch on is IT service management and bringing together the solution and learnings from ITLD3 (?) and MOF, Microsoft Operations Framework to our System Center 2012 R2 suite of products and primarily this is going to live within Service Manager.
So let’s dive into what we’re going to be delivering and how does this play in a broader story of our management solution on top of Windows Server 2012 R2.
© 2012 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.

2. Server & Tools Business
11/17/2018
IT Service Management
What’s New in System Center 2012 R2 Jump Start
The Cloud OS
Infrastructure Provisioning
Enable enterprise-class multitenant infrastructure for hybrid environments
Infrastructure Monitoring
Comprehensive monitoring of physical, virtual & cloud infrastructure
Application Monitoring
Deep insight into application health
So you may have learned you may have already heard, we’ve talked about infrastructure provisioning and taking advantage of Virtual Machine Manager and how we deliver that solution and provide expanded capabilities beyond just building out the infrastructure with storage, compute and networking.
We’ve talked about infrastructure monitoring, taking advantage of Operations Manager and having insights into how my infrastructure is performing, understanding where my resources may reside and what the health of that environment may look like.
We then take the next step with Application Monitoring or Application Management and still building on insights within Operations Manager to give more depth in decision making process to application owners.
Then we have automation and self service where we dive into the automated tasks of managing processes with Orchestrator or with Service Manager and now we’re thinking about how we’re building out IT as SIM processes based on ITL within Service Manager itself.
We also have Windows Azure pack and that’s taking a next step on top of Windows Server 2012 R2 and delivering on premises infrastructure as a service solution to customers.
So let’s dive into IT Service Management, I want to give an overview of where we are and how we deliver this service to customers.
Automation and Self-Service
Enable application owner agility with IT retaining control
IT Service Management
Flexible service delivery
Windows Azure Pack
Azure cloud services in your datacenter
© 2012 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.

3. Agenda IT Service Management Overview SLA Insights and Analysis
11/17/2018
Agenda
IT Service Management Overview
SLA Insights and Analysis
Standardize Service Delivery
Manage Multiple Processes
OLA Insights and Analysis
So the overall the agenda for the IT Service Management track is going to be a deep dive into SLA insights and analysis or thinking about how we’re going to provide more data and insights and intelligence for our technical decision makers to make better decisions.
Then we’re going to think about how do we standardize service delivery and that’s based on a lot of the management processes that we’re more familiar with
And then how do we manage those processes, incident management, change management, release management or even the SLAs .
And then we have OLA insights and analysis and this is where IT is taking an inward view of how do we provide better data to make better decisions about what services we need to provide back to the infrastructure, back to the enterprise across the varying business units to make sure we meet their needs.
So that’s kind of the focus that we’ll touch on with each of the segments within this particular topic.
© 2012 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.

4. Windows Server Management Marketing
11/17/2018
IT Service Management
IT demands
System Center 2012 R2 Preview delivers
Self-service requests for private cloud capacity
Enable self-service publishing & consumption of IT services
Industry-standard service management & process workflows
Integrate people, process and knowledge
Business and operational insight
Efficient resource utilization and
Flexible service delivery
So at a high level that’s just level set in terms of IT service management, there’s a number of things that we think about when we want to provide a flexible delivery model back to the enterprise and IT is seeing a lot of demands from the business unit, a lot across how do we enable self service publishing and consumption of IT services, how do we integrate people, process and knowledge into our technology and then how do we have an efficient use of resource and management for people of that data and provide that reporting insight back to the enterprise.
How do we do that? Well within R2 want to do that through enabling self service requests for cloud capacity and we see that in a number of ways; service offerings, request offerings and a request, sorry, service request templates. That’s basically the shell of how we actually deliver that service to customers. If we take advantage of the Cloud Service Process Pack and the additional add on to Service Manager to be able to do that.
We then have an industry standard service management and process workflow taking advantage of Orchestrator with all the workflows as well as the CMDB or Configuration Management database with Service Manager.
And then we want to make sure that we top this off with a rich set of business and operational insight reporting that helps us be able to get all the way down to VM-level metering or SLA reporting and understanding our costs versus our solutions through chargeback scenario.
So that’s kind of how we see IT service management meeting the needs of what those demands are across a number of different areas for delivering services.
VM-level metering and price sheets
SLA reporting data warehouse
Extensible for cost analytics solutions in Chargeback
Flexible service offerings, service catalog and service request templates
Cloud Service Process Pack (CSPP)
Automated workflows for incident, problem, change & release management
Configuration management database (CMDB)
© 2012 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.

5. Microsoft’s Datacenter Service Management
System Center Marketing
11/17/2018
Microsoft’s Datacenter Service Management
Release management
Change
management
Self-service
Reporting and insights
Incident management
Process
SM - CMDB
Work items
Configuration items
Knowledge
Service catalog
Workflows
Templates
Data warehousing
App Controller SM Portal
Orchestrator
Automation
So let’s look at the Microsoft Datacenter service management architecture, we may have seen this in a number of different forms, but let’s take the process at a high level.
Those processes that are key across the diagram, enterprises are being challenged with meeting or release management, change management, making sure self service experiences are embedded there, reporting and insights, as well as incident management. Orchestrator automation coupled with Service Manager is going to provide a process to be able to do that. We’re going to see a service catalog and workflows each coming from Orchestrator and Service Manager, then on the right side we have our templates which power all of those elements of the service catalog, we take advantage of the data warehouse and the CMDB information, work items, configuration items and knowledge based articles that we can now build on as well as knowledge around what is the health and what has been the process and steps that we have applied to existing issues that have occurred. All of this can be rendered through the self Service Manager portal as well as App Controller in a number of different way or even Excel and SharePoint to deliver that rich reporting. All of this is done by being able to deliver a holistic view of being able to connect each of the components within the enterprise. Those components may be System Center, or they may be other third party tools, that’s perfectly ok, but that integration layer between System Center, Windows Server and third party management tools is what brings together a better view of the enterprise management stack.
Integration
Active Directory
Third-party
management tools
© 2012 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. 5

6. Service Management Driving service management outcomes
Datacenter management
Deploy services quickly, scale infrastructure and resources on demand, manage incidents as they occur, maintain Service Level Agreements (SLAs)
Integration across the platform
Simplify management tasks, standardizing processes and services
Ensure IT governance, risk, and compliance
Centralized CMDB, Process automation
Forecast Data insights
Reporting and information for use by both IT and business units to provide insights based on trends, costs and forecasting that can point to solutions to problems and enable chargeback
Business units and users
Provide choice and flexibility: user requests when and where they want
Rich real-time reporting
Build enterprise confidence in IT
Realize value of the IT investment
So we want to make sure that we drive service management outcomes, and what are the outcomes that we target with meeting, it’s data center management, forecasting data insights, so we want to make sure that we’re looking forward in terms of what are the demands and the needs in the future, we want to make sure that we’re providing a cost savings because we’re able to bring down the cost of overhead, reduce errors, there’s cost associated with errors and being able to manage multiple solutions within the environment can become quite challenging as well, so we want to make sure that we provide a more consistent view into the environment from a number of different angles across the stack.
That’s going to be achieved by bringing in integration, integrating across the stack and being able to ensure that we simplify the task and introduce governance and reduce risk and make sure that we have compliance someplace, the CMDB helps us do that. Process automation is the key.
Next we have our business unit and it’s users and our tenants, let’s call those tenants who we need to make sure that we provide a unique and flexible choice of options based on the needs that they have so that they can still perform and be productive in their respective units.
Next we want to make sure that we provide efficiency and that’s going to be done by reducing that downtime, providing more services and being able to reduce that cost that IT has consistently chartered with as we provide more resources or physical resources, now we can really automate this and virtualize those tasks, it makes it much more simpler for IT to deliver those services on time under those SLA thresholds.
So that’s the overview of what we mean by IT service management so as you move forward we encourage you to take the additional segments within that toolset and that will fall under the SLA and M sites or look at the process and automation and managing those processes and looking at the OLA insights and analysis as well.
But to finish this up I wanted to make sure that you get your hands on the software, go into the download center on TechNet and download System Center 2012 R2 and try out Service Manager.
We want you to go in and evaluate online and play with some of the TechNet virtual labs that we’ve created, we have unique scenarios that we’ve built out there for you, so we want you to take a look at that and build that out.
And lastly of course, come back to Microsoft Virtual Academy continue to take the segments on IT service management and as well as explore the other System Center 2012 R2 capabilities.
Again, my name is Brannan Matherson and I look forward to you coming and joining us soon.
Thanks again.
Cost savings
Standardization and automation reduce errors and problems, reducing downtime and gaining
efficiencies in resources and provisioning
Data center efficiency
Reduce downtime, lower time to resolution
Improve consistency and reliability
Reduce cost and management oversight