Marcel Zehner Partner | Private Cloud Architect itnetx gmbh Effizientes IT Service Management mit System Center Service Manager 2012

IT Service Management, ehm?!

IT Service delivered from a IT Service Provider and consumed by a Consumer Consumers: Customers, End users, internal Department etc. Defined by using Service Level Agreements (SLAs) Agreement between Provider and Consumer Allows measurement of the provided Service Scope of Service, Availability, response times etc. IT Service

Set of Activities and Methods for managing IT Systems with the goal for optimal support of the Business Processes ITSM is focused on operational concerns Availability and Monitoring of Business Services, the IT Services visible for customers Optimize quality, efficiency and effectiveness of the IT Organization IT Service Management (ITSM)

IT as a Service (ITaaS) Reduce Costs Reduce Errors Increase Service Levels Faster Time to Delivery More Transparency Better Service Quality Take Load from IT personnel More Data for Analysis Compliance Etc. Goals of ITaaS Automation Standardization Compliance Self-service MOF ITIL COBIT

Past, Present and Future of Microsoft System Center Service Manager

Service Manager 2010 Launched Q as version 1 product CMDB Connectors to populate CMDB Incident Management Problem Management Change Management More through 3 rd Party Add-Ons Assets Management and more … Where we come from

Service Manager 2012 Incremental Improvements Incident SLA Parent/Child Work Items AD Connector Improvements PowerShell Parallel/Dependent Activities Performance Improvements Bug Fixes Where we are going

Service Manager 2012 Major improvements Service Requests New Self-Service Portal Service Catalog Release Management Data Warehouse/Reporting Orchestrator Connector VMM Connector Where we are going

Web Portal Forms Data Warehouse Workflows SM12 Main Components Configuration Items Knowledge Articles Work Items Service Catalog CMDB

Switching gears – let’s get technical

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 and Subscriptions Orchestrator: IT Process Automation Engine Runbooks SCVMM Connectors DWH MonitorTrigger Integration Packs WI Activities Notifications and Approvals SCOM SCCM Other IT Systems PRESENTATION Automation Request Processing WORKFLOW SM12 Architecture DATA

Contain the Service Manager knowledge Data model  Classes, Attributes, Relationships, Views etc. Workflows, Forms, Lists etc. Updated with Service Packs and Cumulative Updates Used to store customizations Backup/restore, transfer and remove customizations Management Packs

Data model can be extended Create additional attributes and relationships Create additional classes e.g. SIM cards, monitors, TVs etc. Customize forms Add/change views Add forms logic with code behind Etc. Extendable and customizable

Connectors to other Systems that regularly synchronize data to the CMDB ADDS-Connector Users, Computers, Groups, Printers SCOM-Connector All discovered objects Automatically create/update/resolve Incidents from alerts Fill up the CMDB 1/3

SCCM-Connector Computers, mobile devices Software Packages, Task Sequences Hardware and software inventory Windows Updates SCVMM-Connector Clouds, Templates, Hosts, VMs, Storage Load Balancer Fill up the CMDB 2/3

SCO-Connector Runbooks CSV-Import Manually or automated Manually create objects in the CMDB PowerShell SDK Scripts, Runbooks,.NET etc. Fill up the CMDB 3/3

Common System Center Data Warehouse Long term data storage Reports, Trends Enables Self-Service Dashboards OLAP Cubes Data Warehouse

Data demo

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 and Subscriptions Orchestrator: IT Process Automation Engine Runbooks SCVMM Connectors DWH MonitorTrigger Integration Packs WI Activities Notifications and Approvals SCOM SCCM Other IT Systems PRESENTATION Automation Request Processing WORKFLOW SM12 Architecture

Define the Business Processes Templates contain several activities that represents the Business Process Sequential activities Parallel activities Review activities Specific person or multiple persons Line Manager Business Processes

Service Manager brings it’s own Workflow engine Different jobs Automates Work Item Status updates e.g. activates an activity after reviewer has approved a Service Request Notification To End users, Analysts etc. Workflows

Activities within Change and Service Requests e.g. create a new User Account in ADDS How? 2 possibilities: Use the integrated Workflow Engine Use System Center Orchestrator Preferred method, more powerful and flexible Automate IT Processes

Runbooks can automate IT processes Yeah, let’s kill manual processes! Runbooks are triggered by using Runbook Automation Activities Special kind of activities Part of Change Requests or Service Requests Orchestrator Integration

SC Orchestrator Web Service SCO Runbook SM Runbooks Folder CMDB Runbook Item Runbook Activity Template Service Request Template Service Catalog Offering (Web Portal) Service Request Trigger Runbook Status

Workflow demo

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 and Subscriptions Orchestrator: IT Process Automation Engine Runbooks SCVMM Connectors DWH MonitorTrigger Integration Packs WI Activities Notifications and Approvals SCOM SCCM Other IT Systems PRESENTATION SM12 Architecture

Define IT Offerings for consumers Description, Category SLA Information, Costs Add Help/Knowledge articles Related Business Services Present on Web Portal for End users to create new Requests Role-based Access to IT Offerings Service Catalog

Allow different consumers to access IT offerings End-users, customers, IT staff etc. Service Catalog Offerings are accessible by using a Portal Role-based Access User can submit structured data by using dynamic forms Forms are automatically created based on offerings Web Portal

SharePoint-based Web Portal with Silverlight Web parts Can be integrated in existing SharePoint Infrastructure Customizable as needed Web Portal

Presentation demo

Public Beta October/November 2011 Release Candidate H Ready to Manufacturing (RTM) H Product Schedule

My Service Manager Blog Service Manager TechNet Forum US/category/servicemanager Microsoft System Center Website cloud/system-center/default.aspx More Information

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© 2011 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. Marcel Zehner Partner | Private Cloud Architect itnetx gmbh