2. Nigel Cain Senior Program Manager Microsoft nigel.cain@microsoft.com SCVMM, SCO and SCSM Integration IT Service Management for the Private Cloud Greg Charman Technical Sales Professional Microsoft greg.charman@microsoft.com

3. Agenda Introduction IT Service Management for the Cloud ITSM from the perspective of the… Business User (Cloud Consumer) Datacenter Administrator (Service Provider) Summary Questions

4. Taxonomy of Cloud Services (On-Premise) Storage Servers Networking O/S Middleware Virtualization Data Applications Runtime You manage Infrastructure (as a Service) Storage Servers Networking O/S Middleware Virtualization Data Applications Runtime Other Manages You manage Platform (as a Service) Other Manages You manage Storage Servers Networking O/S Middleware Virtualization Applications Runtime Data Software (as a Service) Other Manages Storage Servers Networking O/S Middleware Virtualization Applications Runtime Data

5. IT Service Management in the Cloud As you move up the Stack, what you are responsible for lessens – trust in others increases Consumers Consumer agrees SLA with the Service Provider for the solution components that they are not responsible for Service Provider Provides “IT as a Service” to the consumer, key requirements are standardization, self-service, automation and compliance ITSM key to enabling the Service Provider to deliver to SLA Pay no Attention to the Man Behind the Curtain

6. Datacenter Admin “Service Provider” Business “Service Consumer”

7. Business “Service Consumer” Deliver Business Value

8. Service Consumer Typical Requests of the Cloud Service Provider CapabilityDescription Request New CloudRequest creation of a new cloud Request New “Service Package” Establish quotas, establish cost/chargeback model and service level agreements for specific groups of users Request New VM (from template) Allow user to request creation of one or more virtual machines in a given cloud Retire/extend expiry of a virtual machine or service Allow user to extend the time in which a given virtual machine or service is available New Service (from template) Request the deployment of an standard (pre-configured) service into a cloud using a VMM service template and configuration Request deployment of a New Service Request the deployment of a new service Request AccessRequest access to a cloud, virtual machine or service (essentially add user to AD group) Request update to service/VM/cloud Request configuration change or update for an existing VM, Service or Cloud

9. System Center Service Manager 2012 Supporting the Consumer Service Catalog Self-service Portal o Request New Cloud, Virtual Machine and Service (*) o Request access to existing cloud based resources (*) o Request extension for virtual machines and services (*) o Request configuration change (*) Workflow automation (integration with SCO 2012) Approvals and Notifications (*) via Private Cloud Management Pack (downloadable solution accelerator)

10. Creating a Service Request SCSM Service Request Portal allows user to select what they need from a Catalog, indicates cost, expected time to delivery and agreed SLA Administrators or privileged users will always be able to create virtual machines and services outside of the Service Request functionality o All new virtual machines will be discovered by SCOM and appear in the SCSM console after synchronisation A report can be used to list the services and virtual machines for which there is no corresponding change request

11. Approval The administrator can vary the approval process according to a wide range of different parameters, examples include: o Who is making the request o The cloud or environment into which it is to be deployed o The virtual machine or service template that is being used Standard requests with minimal business impact can be delegated to line manager or automatically approved

12. Deployment For virtual machines, the service request will capture all of the information necessary for deployment For services, administrators or privileged users will customize service configuration prior to deployment o The service request will outline what is needed “I want the CRM system in the marketing cloud, the hours of operation are… “ o The administrator will determine the configuration settings, number of servers that should be initially deployed (or the service can scale to) etc. Further approval may be required other types of request o Deployment may also be authorised to occur on a specific date or time

13. Service Catalog Request deployment of new Virtual Machines

14. Datacenter Admin “Service Provider” Provide IT as a Service

15. Providing IT as a Service Self-service capability for the consumer Standardization in terms of the services available to consumers Using automation wherever possible to reduce costs, improve efficiency and ensure consistency Governance, Risk and Compliance (GRC) …All of which drive Service Level Agreements (SLA) and the level of service that can be provided to the consumer

16. System Center Service Manager 2012 Supporting the Service Provider Service Catalog Definition Workflow automation (integration with SCO 2012) Integrated CMDB Service Level Management Change and Release Management Integrated Incident Ticketing Datacenter Reporting Governance, Risk and Compliance (*) (*) via GRC Management Pack (available from download center)

17. Service Request Architecture for SM12 Portal: Role-based Access, Self Service CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks Request Processing: Business process WF engine Service Catalog: Service and Request Offerings Business Events Subscriptions Opalis: IT process automation engine Run books OM Other IT Systems VMM Connectors DW InvokeMonitor Integration Packs WI activities Notifications Approvals CMDB enables standardization and compliance Marketplace for IT services ITSM processes drive automation

18. Providing IT as a Service Need to understand the business processes o Who is able to make the request o What information is needed for each request and how it is used o How the request is approved and who is involved in the processes o What happens once the request is approved Capture the manual components of this process in a SCSM Service Request Template Create SCO 2012 run books to support the elements of the processes that can be automated

19. Service Catalog Defining a Request “Offering”

20. Managing Cloud Fabric Reduce downtime, lower time to resolution Improve reliability Make it easier to manage compliance and risk Provide Service within agreed SLA Managing Data Center Services

21. Managing Cloud Fabric Identify ITSM processes relating to incidents/problems and change requests Configure SCSM workflow to support those processes When an issue is detected on VM Host (either platform) monitored by OM Operations Manager automatically creates an alert An Incident is created in response to this alert Helpdesk analyst notified by email and takes ownership of the incident Investigates and determines that a change needs to be made to the hos t Creates Change Request in Service Manager Approver(s) receive notification Review and approve change request through SCSM Portal System Center – An altogether better solution

22. Managing Cloud Fabric Dealing with Incidents

23. Providing IT as a Service SCSM, SCOM, SCOM and SC VMM make a compelling integrated solution for Cloud Management Able to support differing business needs and requirements Provide powerful features and functionality which support the needs of the consumer as well as the service provider

24. Q&A

25. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.