2. 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

3. 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

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

5. 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

6. This Process can be Painful!

7. 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

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

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

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

11. Scenario #2: Taking a Manual Process and Integrating Orchestrator

12. 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?

13. Hey this Automation Stuff is Cool!

14. 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

15. 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

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

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

18. 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

19. 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

20. Challenges Integrate Into Service Manager
Acquire Inputs in a useable format
Existing Input is delivered via
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 content

21. Customer is Happy!

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

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

24. 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

25. Customer is now achieving one of the Cloud Computing Benefits

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

27. 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

28. We want to hear from you! Evaluation
Complete your session evaluations today and enter to win prizes daily.
Provide your feedback at a CommNet kiosk or log on at
Upon submission you will receive instant notification if you have won a prize.
Prize pickup is at the Information Desk located in Attendee Services in the Mandalay Bay Foyer.
Entry details can be found on the MMS website.

29. Access MMS Online to view session recordings after the event.
Resources
Access MMS Online to view session recordings after the event.

30. 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.