Eamon O’Reilly & Ranganathan Srikanth Microsoft Corporation 4/22/2017 8:01 PM MGT325 Opalis to Orchestrator and Microsoft System Center Service Manager 2010 to 2012 Eamon O’Reilly & Ranganathan Srikanth Microsoft Corporation © 2007 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.

Agenda Key Takeaways Better together What’s new in System Center 2012 SM 10 -> SM 2012 Opalis 6.3 -> Orchestrator 2012 Better together Learn new capabilities Incorporate best practices Key Takeaways

System Center Helps Deliver IT as a Service Deploy Configure Virtual Physical Public Cloud Private Cloud App Controller Orchestrator App Owner Service Model Service Delivery and Automation Self-Service Virtual Machine Manager DC Admin Operations Manager Configuration Manager Data Protection Manager Operate Monitor Service Manager Service Manager Application Management Service Delivery and Automation Infrastructure Management 3

Configure and Deploy Service Delivery and Automation STANDARDIZATION SELF-SERVICE AUTOMATION Standardize the services provided by IT to consumers. Define the services to be offered. Define the request offerings that will be contained within a service offering. Identify who needs to be involved (approvals, notifications, fulfillment). 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. Automate the service processes and systems necessary to the fulfillment of consumer requests. Automate routing of requests for approval and notification. Automate provisioning of the service request.

SM10 -> SM2012

Session Objectives and Takeaways TechReady 14 4/22/2017 Session Objectives and Takeaways Session Objective(s): Planning considerations and process to upgrade from Service Manager 2010 to Service Manager 2012 Share upgrade best practices Demonstrate in-place upgrade of SM 2012 Demonstrate a pre-req checking tool Takeaway(s) You can upgrade successfully with minimal downtime Many customers have successfully upgraded to production Upgrade guides provide step-by-step instructions © 2012 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.

WHY UPGRADE? Perf & Scale improvements TechReady 14 4/22/2017 8:01 PM WHY UPGRADE? Perf & Scale improvements Perf improvements Minimum of 25-30% faster than SM 2010 SP1 Create, Delete Incident, Folders, templates – 80% faster More responsive and snappier experiences for common operations Viewing incidents, computers Searching KA Scale improvements Up to 80 analyst consoles / server © 2012 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.

WHY UPGRADE? Updates to key features TechReady 14 4/22/2017 8:01 PM WHY UPGRADE? Updates to key features Support for Parallel activities in Change Management Support for Parent-Child relationships in incidents Support for Duplicating Templates Support for Periodic Notifications Advanced Reporting capabilities / Analytics Connector upgrades PowerShell enhancements Shortcut keys © 2012 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.

WHY UPGRADE? New investments TechReady 14 4/22/2017 8:01 PM WHY UPGRADE? New investments Service Request with SharePoint 2010 integration Cloud Services Management Pack for Private Cloud New solutions SCVMM & SCO connectors for SM SCOM & SCCM connectors for DW New Connectors Service Catalog Service Level Objectives New features © 2012 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.

UPGRADE PREPARATION Pre-requisite changes SKUs, License Key changes Supported upgrade scenarios/paths SM & OM compatibility Integration with partner/in-house solutions

HARDWARE PRE-REQS Unchanged from SM 2010

SOFTWARE PRE-REQS

OS SUPPORT Console XP is not a supported OS for Consoles Workarounds Terminal Services

BROWSER SUPPORT Portal Firefox is not a supported portal client

SOFTWARE PRE-REQ CHANGES Management Servers OS requirements W2K8 R2 SP1 Other components SQL Native client SQL Server 2008 Analysis Management Objects SQL Server 2008 Analysis Data Objects PowerShell 2.0

SOFTWARE PRE-REQ CHANGES Portal, Reporting components SharePoint 2010 NET 4.0 Silverlight 4.0 (required only on the client) IE 8, 9 (required only on the client) SQL Server 2008 Analysis Services Standard edition supported Enterprise edition provides better usability, scale, performance and cube maintenance

UPGRADE PREPARATION Pre-req changes SKUs, License Key changes Supported upgrade scenarios / paths SM & OM compatibility Integration with partner/in-house solutions

SKUs, LICENSE KEYs RTM release Current SKU Upgraded SKU Status SM 2010 SP1 CU3 Eval SM 2012 RTM Eval Eval duration unchanged SM 2010 SP1 CU3 Select SM 2012 RTM Select Licensed SM 2010 SP1 CU3 Retail SM 2012 RC Eval License keys needed to upgrade to a licensed version. Eval to Licensed version (activation) is not supported

UPGRADE PREPARATION Pre-req changes SKUs, License Key changes Supported upgrade scenarios / paths Capacity planning SM & OM compatibility Integration with partner/in-house solutions

SUPPORTED UPGRADE SCENARIOS In-place upgrades only

UN-SUPPORTED UPGRADE SCENARIOS Rolling upgrades

POSSIBLE UPGRADE SCENARIOS Side-by-Side upgrades Using Orchestrator to keep instances in sync Custom implementation No Out of the Box runbooks that deliver this scenario

UPGRADE PATHS *no upgrade for SM 2010 portal SM 2012 RTM SM 2010 SP1 CU3 SM 2012 RC

UPGRADE PREPARATION Pre-req changes SKUs, License Key changes Supported upgrade scenarios / paths SM & OM compatibility Integration with partner/in-house solutions

SM & OM compatibility OM 2007 R2 OM 2012 SM 2010 Agent based monitoring Agentless monitoring only SM 2012

UPGRADE PREPARATION Pre-req changes SKUs, License Key changes Supported upgrade scenarios / paths SM & OM compatibility Integration with partner/in-house solutions

Upgrade best practices Treat upgrade like any other project Mitigate risk Create a sandbox environment to test upgrade This cannot be over emphasized Use production data in pre-prod environment This will give you peace of mind and realistic performance expectations Have pre-prod and production users in the same domain (easier to test) Plan & perform UAT in your sand-box environment prior to upgrade

UPGRADE LIFECYCLE Prepare a sandbox environment Extract production data Standup sandbox environment Upgrade to SM 2012

PLAN FOR DR Upgrades could run into non recoverable errors SM topology can be complex DR plan is essential to restore state DR Guide documents the steps required

In-place Upgrade Service Manager 2010 4/22/2017 8:01 PM Demo – SM 2010 to SM 2012 In-place Upgrade Service Manager 2010 Srikanth Ranganathan Program Manager System Center Service Manager © 2007 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.

Example error in the log file MSI (s) (1C!9C) [10:19:19:290]: Product: Microsoft System Center 2012 - Service Manager -- The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 25156. The arguments are: -2147217900, MODIFY FILE encountered operating system error 112(There is not enough space on the disk.) while attempting to expand the physical file 'C:\Program Files\Microsoft SQL Server\MSSQL10_50.MSSQLSERVER\MSSQL\DATA\CMDWDataMart.mdf'., © 2012 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.

ERRORS DURING UPGRADE You have to restore it to its original state using DR process

Srikanth Ranganathan Program Manager System Center Service Manager 4/22/2017 8:01 PM Demo – Pre-req tool Remote pre-req tool Srikanth Ranganathan Program Manager System Center Service Manager © 2007 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.

FAQ Can I continue to monitor SharePoint 2010? Yes. OM 2007 agents and OM 2012 agents are supported. You have to install OM 2012 agent before SM 2012 install What happens to unsealed MPs that have been used to customization? Out-of-box solution MPs are sealed and upgraded Customer modified MPs are untouched What happens to existing user roles, subscriptions and workflows? User roles, subscriptions, and workflow continue to function unaffected

FAQ - Continued What happens to form customizations? Custom forms (via Authoring Tool) may require layout adjustments. Margin and alignment shifts with new form styles What happens to 3rd party product integration? Partners have not had much time to test their integration with SM 2012 pre-release bits Check with the partner to verify in-place upgrade to SM 2012 2010 Portal SM 2010 Portal is not upgradable to SM 2012 SM 2012 is SharePoint 2010 based Customizations must be implemented in this framework

In Review: Session Objectives and Takeaways TechReady 14 4/22/2017 In Review: Session Objectives and Takeaways Session Objective(s): Planning considerations and process to upgrade from Service Manager 2010 to Service Manager 2012 Share upgrade best practices Demonstrate in-place upgrade of SM 2012 Demonstrate a pre-req checking tool Takeaway(s) You can upgrade successfully with minimal downtime Many TAP customers have successfully upgraded to production Upgrade guides provide step-by-step instructions © 2012 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.

Opalis -> Orchestrator

System Center 2012 Orchestrator Improvements Unified installer experience based on System Center best practices REST based web service supporting OData to enable easy management and reporting of the Orchestrator runtime environment Orchestration Console web portal for IT operators Runbook Tester can step over the “Invoke Runbook” activity Variables have an “Encrypted” option “Invoke Runbook” now offers a security credentials Performance / Stress / Scale improvements Globalization Runtime accessibility support (Orchestration Console) Security best practices Common Engineering Criteria Manageability (Operations Manager MP, Best Practices Analyzer)

Orchestrator Terminology Opalis Orchestrator Policy Object Foundation Objects Opalis Client Action Servers Action Service Testing Console Operator Console Opalis Remote Execution Service Opalis Action Server Watchdog Runbook Activity Standard Activities Runbook Designer Runbook Server Runbook Service Runbook Tester Orchestration Console Orchestrator Run Program Service Orchestrator Runbook Server Monitor

Orchestrator Architecture Management service Deployment Manager Database configuration Runbook server monitor Management Server Runbook service Policy Module Standard Activities IP components Runbook Servers Designer Runbook Tester Designers REST oData web service Silverlight console Web Features

Migration Paths Not Supported Supported (Export/Import of Policies) TechReady 14 4/22/2017 Migration Paths Not Supported Opalis Robot Policies (all versions) Opalis Integration Server Policies (all versions 5.2 and earlier) In-Place Upgrades Supported (Export/Import of Policies) Opalis Integration Server Policies (versions: 5.3, 5.4, 5.45, 5.5, 5.51, 5.52,5.6, 5.6.1, 5.6.2, 6.0, or 6.2) Opalis Integration Server 6.3 Policies © 2012 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.

Understanding what changed You must rework… Policies that are configured for Legacy Mode No more Cycles No more Multiple Starting Points Policies that contain Legacy Objects Good news is… The migration path is straight forward Nearly everything you have learned for OIS applies to Orchestrator!

Migration Process Step 1: Install Orchestrator on a NEW Server Step 2: Export OIS 6.3 Policies Step 3: Import the OIS 6.3 Policies into Orchestrator Step 4: Re-work the Runbooks as necessary Legacy Objects Non-Updated IP Objects Unknown Objects Replacing Step 5: Test the Runbooks in the NEW environment

Migration Opalis policies to Orchestrator Runbooks 4/22/2017 8:01 PM Demo - Opalis to Orchestrator Migration Opalis policies to Orchestrator Runbooks Eamon O’Reilly Program Manager System Center Orchestrator © 2007 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.

TechReady 14 4/22/2017 Integration Packs OIS 6.3 Third-Party and System Center Integration Packs… Have to conform to a new Encryption Model Will not work in Orchestrator Require Updating Updated versions are new software for Orchestrator (and will not work in previous versions) Orchestrator Integration Pack Activities REPLACE OIS 6.3 Integration Pack Objects This goes for QIK-made Integration Packs as well © 2012 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.

Opalis Quick Integration Kit TechReady 14 4/22/2017 Opalis Quick Integration Kit It has been replaced by the Orchestrator Integration Toolkit All OIS 6.3 QIK-made Integration Packs and Objects will need to be updated Update Process is simple, involving: Replace Reference DLL (from QIK to OIT) Find/Replace in the code (updating naming and references) Recompile DLL Recompile Integration Pack in the new Orchestrator IP Wizard © 2012 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.

Better Together

SC2012 Service Manager & Orchestrator Better Together Orchestrator Connector for Service Manager Runbook Activity templates

System Center 2012 Service Manager & Orchestrator – Better together 4/22/2017 8:01 PM System Center 2012 Service Manager & Orchestrator – Better together © 2007 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.

Demo scenario New update to the app has been released… Need to apply the update on the server

Key Takeaways Integrate human & machine processes Service Manager & Orchestrator Understand the changes and improvements in both products Refactor runbooks & Leverage SM templates to take advantage of new capabilities

Resources Learning TechNet http://northamerica.msteched.com Connect. Share. Discuss. http://northamerica.msteched.com Microsoft Certification & Training Resources www.microsoft.com/learning TechNet Resources for IT Professionals http://microsoft.com/technet Resources for Developers http://microsoft.com/msdn

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4/22/2017 8:01 PM © 2012 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. © 2009 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.

Backup Slides

Opalis

4/22/2017 8:01 PM Orchestrator 2012 © 2009 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.

4/22/2017 8:01 PM © 2009 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.