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

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

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

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

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

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

7. 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

8. Intregration Service Manager Data Warehouse Orchestrator Service Manager Virtual Machine ManagerOperations ManagerConfiguration ManagerActive DirectoryNotifications via ExchangeLOBThird-Party Management Tools Inbound to System Center Bi-directional from Orchestrator Bi-directional for notifications/reporting Bi-directional runbook integration Configuration items and automation data populated into CMDBAutomation commands issued to System Center, third-party tools, and line-of-business applicationsInbound and outbound notifications and reportingBi-directional connector for automation activities and executing automation workflows

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

10. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4

11. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

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

13. Import Service Manager Orchestrator Virtual Machine ManagerOperations ManagerConfiguration ManagerActive DirectoryLOB3 rd Party Management Tools Service Templates Virtual Machine Templates Storage Classifications Logical Networks Load Balancers Load Balancer VIP Templates Service Templates Virtual Machine Templates Storage Classifications Logical Networks Load Balancers Load Balancer VIP Templates VIRTUAL MACHINE MANAGER Servers Clients Hardware Web Sites Databases Web Services Virtual Machines Hosts Exchange Servers Domains Sites And much more… Servers Clients Hardware Web Sites Databases Web Services Virtual Machines Hosts Exchange Servers Domains Sites And much more… OPERATIONS MANAGER Computers Hardware Software Computer Primary User Desired Configuration Management Computers Hardware Software Computer Primary User Desired Configuration Management CONFIGURATION MANAGER Users Groups Computers Printers User Manages User Users Groups Computers Printers User Manages User ACTIVE DIRECTORY Runbooks Author workflows to sync data from line of business applications (LOB) or other 3 rd party management systems Runbooks Author workflows to sync data from line of business applications (LOB) or other 3 rd party management systems ORCHESTRATOR CSV Data Import Custom Connector using SDK PowerShell CSV Data Import Custom Connector using SDK PowerShell OTHER OPTIONS

14. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

15. BUILDING STANDARDIZED REQUEST OFFERINGS Service Manager

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

17. 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

18. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

19. PUBLISHING STANDARDIZED REQUEST OFFERINGS Service Manager

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

21. 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

22. DEMO Building and Publishing Standardized Request Offerings to the Service Catalog

23. SC2012 Components VS. SSP Components Setting up a Business Unit Creating and Operating VMsVMM SSP Server and Database

24. 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

25. Concepts in the Cloud Services Process Pack Cloud Services Process PackVMM SSP ConceptExplanation TenantBusiness 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. SubscriptionResource 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 OfferingsSSP 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/?LinkId= 232694

26. 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

27. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

28. CREATING REQUEST OFFERINGS IN SELF-SERVICE PORTAL Service Manager

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

30. Controlled Empowerment Provider-published and Consumer- initiated 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

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

32. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

33. INVOKING RUNBOOKS TO AUTOMATE FULFILLMENT Service Manager Orchestrator

34. Invoke Service Manager Orchestrator Virtual Machine ManagerOperations ManagerConfiguration ManagerActive DirectoryLOB3 rd Party Management Tools

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

36. Integration Packs Third Party Integration Packs VMWare vSphere BMC BladeLogic BMC Remedy BMC Atrium BMC Event Manager HP Operations Manager HP Service Manager HP iLO & OA IBM Netcool Or build your own! 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 Active Directory

37. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

38. MONITORING AUTOMATED RUNBOOKS Service Manager Orchestrator

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

40. IMPORTBUILDPUBLISH Automated Request Fulfillment in 6 Steps 123 INVOKE MONITOR 56 CREATE 4 Import Deploy VM Runbook & Data Build ‘New VM’ Request Offering Publish ‘New VM’ to Service Catalog Create a ‘New VM’ Request Invoke Deploy VM Runbook Monitor for New VM Created and Deployed

41. Report and Dashboard Authoring with OLAP CubesCross 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) OLAP cubes powered by the System Center management pack model Report authoring with Microsoft Office integration for knowledge workers Service Manager Data Warehouse OLAP Cubes Data Warehouse or Custom SQL Repository

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

43. Microsoft Excel Pivot tables and charts present formatted data queried from the Service Manager data mart cubes Excel enables ad hoc self- service analysis SharePoint enables sharing and collaboration Access workbooks from inside the Service Manager console

44. Dashboards Create SharePoint 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 SharePoint site as web parts Use Performance Point in SharePoint (Enterprise only)

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

46. Next Steps Microsoft System Center 2012: http://www.microsoft.com/en-us/server-cloud/system- center/default.aspx http://www.microsoft.com/en-us/server-cloud/system- center/default.aspx Virtual Machine Manager Operations Manager Orchestrator Service Manager Data Protection Manager Configuration Manager App Controller System Center Marketplace: http://systemcenter.pinpoint.mic rosoft.com http://systemcenter.pinpoint.mic rosoft.com Blogs: http://blogs.technet.com/system center http://blogs.technet.com/system center Download and EvaluateMore Resources