1. Private Cloud Service Delivery and Automation with Microsoft System Center 2012 SD-B311
Eamon O’Reilly
Srikanth Ranganathan
Ketan Ghelani
Program Managers
Microsoft Corporation

2. Session Objectives System Center 2012 suite features
Integrated CMDB driving proactive and reactive processes
Monitoring and operating of service delivery and automation
Delivery of IT services through process and systems automation

3. SYSTEM CENTER HELPS DELIVER IT AS A SERVICE
Deploy
Configure
Virtual
Physical
Public Cloud
Private Cloud
App Controller
Orchestrator
Service Model
Service Delivery & Automation
Self Service
Consumer
Virtual Machine Manager
DC Admin
Operations Manager
Configuration Manager
Data Protection Manager
Operate
Monitor
Service Manager
Service Manager
Application Management
Service Delivery & Automation
Infrastructure Management 3

4. SERVICE DELIVERY AND AUTOMATION KEY VALUE ENABLERS
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 part of a service offering
Identify who needs to be involved (approvals, notifications, fulfillment)
Templates to capture standard process for request 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
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
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

5. SERVICE DELIVERY & AUTOMATION ARCHITECTURE
Self Service
Service Catalog
Reports
/ Mobile / Client
Solutions
Problem
Change
Incident
Compliance & Risk
Service Request
Release
Templates
Forms
Reporting & Data Warehouse
Workflows
Standardized Process Automation
CMDB
Work Items
Configuration
Items
Knowledge
Integration

6. STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE
Import Data in CMDB
Service Catalog
Service
Requests
& Incidents
Monitor Deployed Services and Applications
Proactively Automate Remediation
Orchestrate People, Process Workflows
IMPORT
BUILD
SELF-SERVICE
Operate
Monitor
Optimize 6

7. STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE
Import Data in CMDB
Service Catalog
Templates
Workflows
Service Requests
Incident Requests
IMPORT
BUILD
SELF-SERVICE
Orchestrate People, Process Workflows 4
Operate 1 2 3
Monitor
Optimize 5 6
Monitor Deployed Services and Applications
Proactively Automate Remediation 7

8. CMDB Central to Service Delivery Architecture & Automation
Components
CMDB
Connectors 8

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

10. CONSOLIDATED VIEW OF IT
SCCM OM AD
Computer in CMDB
FQDN 1 1 1
Network Adapter 2 3
Hard Drive 4 4 5 5 6
IP Addr. 7 7 8 8

11. SELF-SERVICE Service Catalog
Components
Self Service Portal
Service Catalog
Service Request
Incident 11

12. SELF-SERVICE PORTAL FEATURES
Service Catalog
Role-based access
Users fill forms to create service requests
Dynamic forms, flexibility
Help Articles
Users can search and open knowledge
My Requests
View/Update own incident / service requests
My Activities
View/Update own manual activities
Review and approve

13. TECHNICAL DETAILS FOR SM12 PORTAL
Web Content Server (WCS)
IIS sites and app pools
Service host: In-proc client and server SDK, communicates via WCF to SMDB
Content host: Silverlight webparts packaged in XAP files
Navigation between webparts handled in config files
Sharepoint site
SharePoint Foundation 2010 or Enterprise
Can use existing SharePoint farms
SM webparts come with .aspx wrappers that include customizations; enable SharePoint admin tools to customize
Add other webparts via SharePoint extensibility
Supported configurations (installed via SM setup):
SharePoint site and WCS co-located with SM management server
SharePoint site and/or WCS remote from SM management server

14. SERVICE CATALOG AND PORTAL
DEMO
SERVICE CATALOG AND PORTAL

15. STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE
Import Data in CMDB
Service Catalog
Templates
Workflows
Service Request
Incident Request
Orchestrate People, Process Workflows 4
Operate 1 2 3
Monitor
Optimize 5 6
Monitor Deployed Services and Applications
Proactively Automate Remediation 15

16. BUILD & OPERATE Service Level Agreements
Components
Calendars
Service Level Objectives
Service Level Agreements 16

17. SERVICE LEVEL AGREEMENTS – CALENDARS & METRICS
Business hours
Holidays
Multiple calendars
Service Level Metrics
In the box
Incident and Service Request
Define your own time-based metrics

18. SERVICE LEVEL OBJECTIVES
Service Level Objectives (SLOs)
Supported for all work items
SLOs tied to pre-defined queues
Specify target and warning thresholds
Notifications
Views/forms showing “color”-coded breach/warning information
notifications on warning and breach

19. SERVICE LEVEL AGREEMENTS
CALENDAR
Business hours +
SERVICE LEVEL METRIC
Response time
Resolution time +
SERVICE LEVEL OBJECTIVE
Work Item (Service Request & Incident by default)
WORK ITEM SLA
Visibility
Notifications
Reactive Processes 19

20. SERVICE LEVEL AGREEMENTS
DEMO
SERVICE LEVEL AGREEMENTS
Ketan Ghelani Senior PM Microsoft

21. STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE
Import Data in CMDB
Service Catalog
Templates
Workflows
Service Requests
Incident Requests
Orchestrate People, Process Workflows 4
Operate 1 2 3
Monitor
Optimize 5 6
Monitor Deployed Services and Applications
Proactively Automate Remediation 21

22. MONITOR & OPTIMIZE Change & Release Management Automate Incident Remédiation
Components
Service Manager
Change Management
Release Management
Incident Management
Orchestrator 22

23. CHANGE AND RELEASE MANAGEMENT IN OPERATIONS
Change management makes decisions about individual changes
Risk, Impact, Cost, Feasibility, and so on
Release management deploys one or more approved changes to the controlled environments

24. CHANGE MANAGEMENT AND RELEASE MANAGEMENT
Project 1: HRWeb Upgrade
Project 3: New Printing Infra
CR 1.2 HRWeb
App. Upgrade
CR 3.1 Network
Upgrade
CR 1.1 Infra Upgrade
CR 3.2 …
CR 3.3 …
January Release
February Release
March Release
CR 2.1
Prepare Environments
CR 2.2
OCS to Lync Servers Upgrade
CR 2.3
Lync Client SW Upgrade
Project 2: OCS to Lync Upgrade 24

25. NEW FEATURES New workflow features Container activities New CIs
Skip failed activity
Skip unnecessary activity
Container activities
Parallel
Sequential
New CIs
Environment
Build
New Roles:
Release Manager
Activity Designer
New Relationships
Parent-child (similar to one in incident management)
Change-to-release
Dependent

26. CHANGE & RELEASE MGMT AUTOMATED REMEDIATION
DEMO
CHANGE & RELEASE MGMT AUTOMATED REMEDIATION

27. STANDARD PRACTICES Operate Monitor Optimize IMPORT BUILD SELF-SERVICE
Import Data in CMDB
Service Catalog
Templates
Workflows
Service Requests
Incident Requests
Orchestrate People, Process Workflows 4
Operate 1 2 3
Monitor
Optimize 5 6
Monitor Deployed Services and Applications
Proactively Automate Remediation 27

28. SERVICE DELIVERY AND AUTOMATION KEY VALUE ENABLERS
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 part of a service offering
Identify who needs to be involved (approvals, notifications, fulfillment)
Templates to capture standard process for request 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
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
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

29. Related Content
MGT325 From Opalis to Orchestrator and Microsoft System Center Service Manager 2010 to 2012 MGT304 Cloud
MGT 331 Top 10 Production Experiences with Microsoft System Center Service Manager and System Center Orchestrator
MGT329 Microsoft System Center Service Manager 2012: Data Warehouse, Reporting, and Dashboards
MGT317 Overview of Microsoft System Center 2012 SP1 - Virtual Machine Manager Services
MGT14-LNC What's New in System Center 2012 SP1 - Virtual Machine Manager
MGT303 What's New in Microsoft System Center 2012 SP1 - App Controller: Managing Applications across Cloud Environments
MGT301 Microsoft System Center 2012 Operations Manager – An Overview of What’s New
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© 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.

33. 8/30/2018 6:23 AM
© 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.

34. MMS 2012
8/30/2018 6:23 AM
© 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.