Agenda Introduction Standardization SelfService and Automation Automated Request

Agenda • • Introduction Standardization, Self-Service, and Automation Automated Request Fulfillment in Six Steps Summary

SYSTEM CENTER 2012 CLOUD AND DATACENTER MANAGEMENT PRODUCTIVE INFRASTRUCTURE Deliver flexible and cost-effective infrastructure with what you already know and own. Heterogeneous support Process automation Self-service infrastructure PREDICTABLE APPLICATIONS Applications power your business. Deliver predictable application service levels with deep application insight. YOUR CLOUD Private and public cloud computing on your terms managed with a common toolset. Deep application monitoring and diagnosis Flexibilitywith Flexibility withdelegation and control Comprehensive application manageability Applications self-service across clouds Service-centric approach Physical, virtual, and cloud management

DELIVERING IT SERVICES CONSISTENTLY Reporting Systems Automation Service Consumer Processes Integration Service Provider

System Center Helps Deliver IT as a Service Configure App Controller Orchestrator Deploy Public Cloud Virtual Machine Manager Self Service Model Service Delivery & Automation Operations Manager Configuration Manager Private Cloud Data Protection Manager Consumer Service Manager Virtual Service Manager Monitor Operate Physical Application Management Service Delivery & Automation Infrastructure Management DC Admin

Service Delivery and Automation Key Value Enablers STANDARDIZATION Standardize the services provided by IT to Consumers Define the services to be offered Compliance with Regulation Define the request offerings that Increased will be part of a Reliability service offering Simplicity of Choice Identify who needs to be involved (approvals, notifications, fulfillment ) Create templates to capture standard process for request fulfillment SELF SERVICE Give Consumers of IT services the ability to identify, access and request services as needed Increased Satisfaction Controlled. Customer empowerment Reduced Costs based on Request offerings displayed Nothing user role Lost in Translation Intuitive, easy to navigate portal Self-service reporting AUTOMATION Automate the processes and systems necessary to fulfill Consumer requests. Faster routing Time to Delivery Automate of requests for approval. Reduced and manual steps Costs Minimize Human Error Automate fulfillment of the service request Automate notifications

Service Delivery and Automation Key Value Enablers INTEGRATION REPORTING Integration across System Center and the enterprise to give end-to-end visibility of IT services and components Consolidated data warehouse for reporting on performance of service delivery activities across multiple products Increasedvisibility Reliability End-to-end of IT services and components Configuration Manager Increased Customer Satisfaction Operations Manager Reduced Costs Virtual Machine Manager Service Manager Active Directory Any SQL Server database

Integration for End-to-End Visibility • Reconcile disparate data repositories to provide a comprehensive view of IT infrastructure components • Provide a central point of reference across IT infrastructure components • Understand dependencies and relationships between IT assets and components to support IT operations

Intregration Inbound to System Center Bi-directional from Orchestrator Bi-directional for notifications/reporting Bi-directional runbook integration Virtual Machine Manager Operations Manager Orchestrator Configuration Manager Service Manager Data Warehouse Active Directory Notifications via Exchange LOB Third -Party Management Tools Service Manager Automation Bi-directional commands Configuration connector issued Inbound tofor System items and automation outbound and Center, automation activities notifications third-party and dataexecuting and tools, populated reporting and automation into line-of-business CMDB workflows applications

Service Delivery and Automation Architecture Mobile Email Portal Self Service Reporting and data warehouse Service Catalog Workflows Automation Knowledge Configuration Items Work Items Standardization CMDB Templates 3 rd Party Management Tools

Automated Request Fulfillment in 6 Steps 4 CREATE 1 2 3 IMPOR T BUILD PUBLIS H MONITOR 6 INVOKE 5

Automated Request Fulfillment in 6 Steps Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Create a ‘New VM’ Request Publish ‘New VM’ to Service Catalog 4 CREATE 1 2 3 IMPOR T BUILD PUBLIS H MONITOR 6 Monitor for New VM Created and Deployed INVOKE 5 Invoke Deploy VM Runbook

IMPORTING DATA & RUNBOOKS TO ENABLE SELF-SERVICE AND AUTOMATION Service Manager Operations Manager Orchestrator Configuration Manager Virtual Machine Manager

Import VIRTUAL CONFIGURATION OPERATIONS ACTIVE OTHER ORCHESTRATOR MACHINE DIRECTORY OPTIONS MANAGER Virtual Machine Manager Operations Manager Configuration Manager Service Manager Active Directory LOB 3 rd Party Management Tools Orchestrator CSV Data Service Servers Computers Users Runbooks Templates Import Virtual Machine Clients Hardware Groups Custom Connector Templates using SDK Storageworkflows Hardware Software Computers Author Power. Shell Classifications to sync data Logical Web Computer Printers from Sites line Networks of. Primary business User applications rd party Load Manages Databases Desired User (LOB) Balancers or. Configuration other 3 User Load Services Web Management management Balancersystems VIP Templates Virtual Machines Hosts Exchange Servers Domains Sites And much more…

Automated Request Fulfillment in 6 Steps Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Create a ‘New VM’ Request Publish ‘New VM’ to Service Catalog 4 CREATE 1 2 3 IMPORT BUILD PUBLISH MONITOR 6 Monitor for New VM Created and Deployed INVOKE 5 Invoke Deploy VM Runbook

BUILDING STANDARDIZED REQUEST OFFERINGS Service Manager

Templates • Minimize data entry by providing default values • Standardize processes • Ensures compliance • Standardized data capture • Can be used to create or update any object

Request Offerings • Offering created by IT service provider that Consumers request using the Service Catalog • Based on a template • Creates a Service Request or Incident • Defines user prompts for data input • Free text entry • List • Query-based list for selection of CMDB objects • Other types of input • Defines mapping of user responses to properties of the service request or incident being created

Automated Request Fulfillment in 6 Steps Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Create a ‘New VM’ Request Publish ‘New VM’ to Service Catalog 4 CREATE 1 2 3 IMPORT BUILD PUBLISH MONITOR 6 Monitor for New VM Created and Deployed INVOKE 5 Invoke Deploy VM Runbook

PUBLISHING STANDARDIZED REQUEST OFFERINGS Service Manager

Service Offerings • Container used to identify and classify standard IT services • Contains one or more request offerings • Consistent display of servicerelated details including: • Knowledge articles • Service level agreement information • Cost and chargeback–related information

Configuring Role-Based Access • User sees offerings based on their role • User roles mapped to user groups within Active Directory • Provide access at the service offering level or at the individual request offering level Private Cloud Offerings Enterprise LOB App Offerings VDI Offerings Development Offerings

DEMO Building and Publishing Standardized Request Offerings to the Service Catalog

SC 2012 Components VS. SSP Components VMM Creating SSP and Server and Database VMs Setting up a. Operating Business Unit

Cloud Services Process Management Pack Model Extensions & Views Project Capacity Pool Cost Center Logical Network Placement Tag VIP Template … Service Request Templates 20+ service request templates • Provision VMs • Project creation • Capacity management Automated work item activity templates Service Catalog Content 20+ request offerings Based on service request templates Runbooks/Workflows New runbooks for Orchestrator and workflows for Service Manager to automate request offering fulfillment

Concepts in the Cloud Services Process Pack VMM SSP Concept Explanation Tenant Business Unit A project is a logical grouping of Capacity Pools and administrators to achieve a business goal. A Project can help track resource allocation and associated charges. Subscription Resource Request A Capacity Pool is a logical grouping of VMM resources (such as virtual machine templates, service templates, logical networks, and VIP profiles) and users. Request Offerings SSP Request A Request Offering is the catalog item visible to Service Manager Self-Service Portal users that describes the item, assistance, or available action. For addition information about Cloud Services Request Offerings, see http: //go. microsoft. com/fwlink/p/? Link. I

Features of Cloud Services Process Pack Service Catalog Request Offerings • • • Create/Update project Create/Update capacity pool Create/Update VM’s Decommission – project/ capacity pool/VM Deploy Service Request for Service Deployment Support for Chargeback/Showback capabilities Reporting via OLAP Cubes in Service Manager datawarehouse

Automated Request Fulfillment in 6 Steps Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Create a ‘New VM’ Request Publish ‘New VM’ to Service Catalog 4 CREATE 1 2 3 IMPORT BUILD PUBLISH MONITOR 6 Monitor for New VM Created and Deployed INVOKE 5 Invoke Deploy VM Runbook

CREATING REQUEST OFFERINGS IN SELF-SERVICE PORTAL Service Manager

Simplified Portal Easy to use Portal • Silverlight web parts provide rich experience • Familiar Share. Point user experience Easy to customize Portal • Customize look & feel using standard Share. Point admin tools • Dynamic forms are configuration driven using wizards • Extensible via custom web parts

Controlled Empowerment • Provider-published and Consumerinitiated • Expresses IT requests in business language • Consistent delivery of service each time, every time • Enables Consumer to choose what level of service + cost they want

DEMO Creating a Service Request in the Self-Service Portal Service Catalog

Automated Request Fulfillment in 6 Steps Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Create a ‘New VM’ Request Publish ‘New VM’ to Service Catalog 4 CREATE 1 2 3 IMPORT BUILD PUBLISH MONITOR 6 Monitor for New VM Created and Deployed INVOKE 5 Invoke Deploy VM Runbook

INVOKING RUNBOOKS TO AUTOMATE FULFILLMENT Service Manager Orchestrator

Invoke Virtual Machine Manager Operations Manager Configuration Manager Service Manager Active Directory LOB 3 rd Party Management Tools Orchestrator

Automation Concepts ACTIVITIES RUNBOOKS Units of execution that perform defined actions Invoke Web Services Query Database Run. Net Script System level workflows that execute a series of linked activities Send e-mail Create Incident Create Checkpoint Start Maint Mode Publish and consume data between activities as a runbook runs Shut Down VM Compare Values E-mail on error Return Data DATABUS Check Schedule Update on success Get Server ID from DPM Get Data Sources Create Recovery Point DESIGNER Drag, drop, and configure Visiolike authoring

Integration Packs Microsoft Integration Packs • • • System Center 2007 Operations Manager System Center 2007 Configuration Manager System Center 2010 Service Manager System Center 2008 Virtual Machine Manager System Center 2010 Data Protection Manager System Center 2012 Operations Manager System Center 2012 Configuration Manager System Center 2012 Service Manager System Center 2012 Virtual Machine Manager System Center 2012 Data Protection Manager Third Party Integration Packs • • • VMWare v. Sphere BMC Blade. Logic BMC Remedy BMC Atrium BMC Event Manager HP Operations Manager HP Service Manager HP i. LO & OA IBM Netcool Or build your own!

Automated Request Fulfillment in 6 Steps Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Create a ‘New VM’ Request Publish ‘New VM’ to Service Catalog 4 CREATE 1 2 3 IMPORT BUILD PUBLISH MONITOR 6 Monitor for New VM Created and Deployed INVOKE 5 Invoke Deploy VM Runbook

MONITORING AUTOMATED RUNBOOKS Service Manager Orchestrator

Monitoring Progress SERVICE MANAGER ORCHESTRATOR SELF-SERVICE PORTAL EMAIL NOTIFICATIONS View status in work item forms Detailed status down to activity level Summarized view of status for consumer Notify about progress, failure, or successful completion Easily link over to Orchestrator console to view detailed status Retry failed runbooks Historical view of runbook execution Input, output and runtime variable data Rich HTML formatted emails with context data inserted

Automated Request Fulfillment in 6 Steps Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Create a ‘New VM’ Request Publish ‘New VM’ to Service Catalog 4 CREATE 1 2 3 IMPORT BUILD PUBLISH INVOKE MONITOR 6 Monitor for New VM Created and Deployed 5 Invoke Deploy VM Runbook

Service Manager Data Warehouse Cross System Center Reporting Solution Pull data from Service Manager, Operations Manager, Configuration Manager, Virtual Machine Manager and Active Directory for a comprehensive view of IT Enable direct publish to the data warehouse from custom sources (such as SAP and HR) or Custom SQL Repository Data Warehouse Report and Dashboard Authoring with OLAP Cubes OLAP cubes powered by the System Center management pack model Report authoring with knowledge workers OLAP Cubes Microsoft Office integration for

SQL Reporting Services • Self-service reporting in a browser or in Service Manager console • Publish reports automatically to Share. Point, file share, or send via email • Author new reports or customize reports using Microsoft tools or creating linked reports • 30+ reports provided out

Microsoft Excel • Pivot tables and charts present formatted data queried from the Service Manager data mart cubes • Excel enables ad hoc selfservice analysis • Share. Point enables sharing and collaboration • Access workbooks from inside the Service Manager console

Dashboards • Create Share. Point document libraries with Excel workbooks which contain dashboard style pivot charts • Format SQL Reporting Services reports in a dashboard format • Embed the Excel workbooks or SRS reports in a Share. Point site as web parts • Use Performance Point in Share. Point (Enterprise only)

Summary STANDARDIZATION Standardize the services provided by IT to Consumers Define the services to be offered Compliance with Regulation Define the request offerings that Increased will be part of a Reliability service offering Simplicity of Choice Identify who needs to be involved (approvals, notifications, fulfillment ) Create templates to capture standard process for request fulfillment SELF SERVICE Give Consumers of IT services the ability to identify, access and request services as needed Increased Satisfaction Controlled. Customer empowerment Reduced Costs based on Request offerings displayed Nothing user role Lost in Translation Intuitive, easy to navigate portal Self-service reporting AUTOMATION Automate the processes and systems necessary to fulfill Consumer requests. Faster routing Time to Delivery Automate of requests for approval. Reduced and manual steps Costs Minimize Human Error Automate fulfillment of the service request Automate notifications

Next Steps Download and Evaluate Microsoft System Center 2012: http: //www. microsoft. com/en-us/server-cloud/systemcenter/default. aspx • Virtual Machine Manager • Operations Manager • Orchestrator • Service Manager • Data Protection Manager • Configuration Manager • App Controller More Resources System Center Marketplace: http: //systemcenter. pinpoint. microsoft. com Blogs: http: //blogs. technet. com/syst emcenter