1. Service Manager & Orchestrator = IT Automation Gavin Kemp & Ellis Paul Microsoft UK Gavin Kemp & Ellis Paul Microsoft UK

2. Session Objectives and Takeaways  …or Runbook Automation, Service Request Fulfillment, Automated Change Management, IT as a Service, Private Cloud…  Overview of changes in Service Manager  A look at cross platform integration / automation  Service Request Fulfillment – a look at the new Service Catalogue capabilities of Service Manager

3. System Center Service Manager 2012 Delivering IT as a Service PROCESS AUTOMATION IT Service Management best practices in the box IT Governance Risk and Compliance IT Service Management best practices in the box IT Governance Risk and Compliance SELF SERVICE Service Consumers Business Analysts End Users Service Consumers Business Analysts End Users Leverage System Center investments Populate CMDB with connectors Leverage System Center investments Populate CMDB with connectors INTEGRATION

4. 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 Catalogue 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

5. Service Design Capacity Management Availability Management Risk Management Compliance Management Supplier Management Service Transition Service Asset & Configuration Management Change ManagementRelease Management Knowledge Management Service Operation Incident Management Problem Management Event ManagementRequest Fulfillment Continual Service Improvement Service Level Management Service Measurement Service Reporting IT Service Management with Service Manager

6. Incremental Improvements in SM 2012  Parent/Child Work Items  AD Connector Improvements  PowerShell  Subscription Infrastructure Improvements  Parallel Activities  Performance Improvements  Bug Fixes

7. 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 –Email notifications on warning and breach

8. System Center Integration  Existing integrations updated –Active Directory Custom LDAP, AD groups –Operations Manager 2012 Azure MP –Configuration Manager 2012 User-device affinity and CM Exchange connector (e.g., iOS, Android, Blackberry)  New integrations introduced –Orchestrator Automation, interface with other systems –Virtual Machine Manager Virtualization and Private Cloud  Existing integrations updated –Active Directory Custom LDAP, AD groups –Operations Manager 2012 Azure MP –Configuration Manager 2012 User-device affinity and CM Exchange connector (e.g., iOS, Android, Blackberry)  New integrations introduced –Orchestrator Automation, interface with other systems –Virtual Machine Manager Virtualization and Private Cloud

9. System Center Data Warehouse  Integrates data from across System Center –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

11. System Center Orchestrator 2012: Process Automation That Simplifies Datacenter Management DELIVER FLEXIBLE AND RELIABLE SERVICES OPTIMIZE AND EXTEND EXISTING INVESTMENTS LOWER COSTS AND IMPROVE PREDICTABILITY  Optimize heterogeneous environments with integration packs  Easy–to-extend platform for building custom integrations with the Quick Integration Kit (QIK)  Optimize heterogeneous environments with integration packs  Easy–to-extend platform for building custom integrations with the Quick Integration Kit (QIK)  Accelerate time to value with flexible process workflows  Improve service reliability across multiple tools, systems, and department silos  Accelerate time to value with flexible process workflows  Improve service reliability across multiple tools, systems, and department silos  Enable IT resources to focus on work that adds business value  Reduce error-prone manual activities while lowering costs  Enable IT resources to focus on work that adds business value  Reduce error-prone manual activities while lowering costs Automation Orchestration Integration

12. Service Manager + Orchestrator Service Manager Systems Automation for IT Pros Heterogeneous Support Customer & Partner Extensible Self Service Request Management Standardized IT Process Automation Governance and Compliance

13. New for 2012: Deep Integration Service Manager Connector for Orchestrator Orchestrator Integration Pack for Service Manager Uses NEW Orchestrator 2012 REST-based Web Service to synchronize runbook definitions, invoke runbooks with parameters and get runbook results. Uses Service Manager API to allow runbook authors to interact with Service Manager objects. Allows Runbooks interact with CMDB, Service Manager Work Items, use Service Manager Templates, interact with attachments, etc.

15. IT as a Service Portal  Silverlight web parts hosted in SharePoint Foundation 2010 or higher  Customize out-of-box web parts using SharePoint admin tools Service Catalogue  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 Portal  Silverlight web parts hosted in SharePoint Foundation 2010 or higher  Customize out-of-box web parts using SharePoint admin tools Service Catalogue  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

16. 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 (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)  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 (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)

17. Service Catalogue Theory of Ops Dynamic Request Form on the Portal Author Request Template Service Request Templates defines business processes Service Catalog Portal home page Integrated CMDB CloudsUsersFabricTemplatesServices VMs Runbooks Role- based access 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

19. Request Template CMDB SCO Runbook SCO Web Service 1. SCO Connector syncs Runbook data to CMDB 3. Admin adds to request template includes RB activity, added to Service Catalogue 6. SM workflow monitors RB status SM Runbook Items Runbook Activity 2. Admin uses SM task to create RB activity w/ 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 Request processes drive automation 1 2 3 4 5 6