Automated, Standardized, Self-service Private Cloud Service Delivery

Travis WrightPrincipal Program ManagerMicrosoft Corporation

Agenda

• Introduction• Standardization, Self-Service, and

Automation• High Level Solution Architecture• Automated Request Fulfillment in Six Steps• Self-Service Reporting• Q&A

Self Service

Service Delivery & Automation

System Center Helps Deliver IT as a Service

DeployConfigure

Service Model

Service Provide

r

OperateMonitor

Virtual

Physical

Public Cloud

Private Cloud

Virtual Machine Manager

Operations Manager

App Controller

Service Manager

Service Manager

Orchestrator

Configuration Manager

Data Protection Manager

Customer

Application Management Service Delivery & Automation Infrastructure Management

Service Delivery and Automation Key Value EnablersSTANDARDIZATION SELF SERVICE AUTOMATION

Give Customers 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 Customer 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 Customers

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 PoliciesIncreased ReliabilitySimplicity of Choice

Increased Customer SatisfactionNothing Lost in Translation

Reduced Costs

Faster Time to DeliveryMinimize Human Error

Reduced Costs

Service Delivery and Automation Architecture

3rd Party Management

Tools

Service Catalog Templates

Workflows

CMDB

Wor

k Ite

ms

Confi

gura

tion

Item

s

Know

ledg

e

Reporting and data warehouse

Self Service

Standardization

Automation

EmailMobile Portal

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE4

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE4

Import Deploy VMRunbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and Deployed

IMPORTING DATA & RUNBOOKS TO ENABLE SELF-SERVICE AND AUTOMATION

Service ManagerOrchestratorVirtual Machine ManagerOperations ManagerConfiguration Manager

Import

Service Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

LOB

3rd Party Management Tools

Service TemplatesVirtual Machine TemplatesStorage ClassificationsLogical NetworksLoad BalancersLoad Balancer VIP Templates

VIRTUAL MACHINE MANAGER

ServersClientsHardwareWeb SitesDatabasesWeb ServicesVirtual MachinesHostsExchange ServersDomainsSitesAnd much more…

OPERATIONS MANAGER

ComputersHardwareSoftwareComputer Primary UserDesired Configuration Management

CONFIGURATION MANAGER

UsersGroupsComputersPrintersUser Manages User

ACTIVE DIRECTORY

Runbooks

Author workflows to sync data from line of business applications (LOB) or other 3rd party management systems

ORCHESTRATOR

CSV Data ImportCustom Connector using SDKPowerShell

OTHER OPTIONS

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE4

Import Deploy VMRunbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and Deployed

BUILDING STANDARDIZED REQUEST OFFERINGS

Service Manager

Templates• Minimize data entry by providing

default values• Standardize processes• Ensures compliance• Standardized data capture• Can be used to create or update any

object

Request Offerings• Offering created by IT service

provider that Customers 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

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE4

Import Deploy VMRunbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and Deployed

PUBLISHING STANDARDIZED REQUEST OFFERINGS

Service Manager

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

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 OfferingsEnterprise LOB App

Offerings

VDI Offerings

Development Offerings

DEMOBUILDING AND PUBLISHING STANDARDIZED REQUEST OFFERINGS TO THE SERVICE CATALOG

Cloud Services Process Management Pack

Model Extensions & Views

ProjectCapacity PoolCost CenterLogical NetworkPlacement TagVIP 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

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE4

Import Deploy VMRunbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and Deployed

CREATING REQUEST OFFERINGS IN SELF-SERVICE PORTAL

Service Manager

Simplified PortalEasy 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

Controlled Empowerment• Provider-published and

Customer-initiated • Expresses IT requests in

business language• Consistent delivery of service

each time, every time• Enables Customer to choose

what level of service + cost they want

DEMOCREATING A SERVICE REQUEST IN THE SELF-SERVICE PORTAL SERVICE CATALOG

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE

4Import Deploy VMRunbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and Deployed

INVOKING RUNBOOKS TO AUTOMATE FULFILLMENT

Service ManagerOrchestrator

Invoke

Service Manager

Orchestrator

Virtual Machine Manager

Operations Manager

Configuration Manager

Active Directory

LOB

3rd Party Management Tools

Automation ConceptsACTIVITIES

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 .NetScript

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

Orchestrator Integration PacksThird 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

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE

4Import Deploy VMRunbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and Deployed

MONITORING AUTOMATED RUNBOOKS

Service ManagerOrchestrator

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 Customer

EMAIL NOTIFICATIONS

Notify about progress, failure, or successful completion

Rich HTML formatted emails with context data inserted

SERVICE MANAGER

IMPORT BUILD PUBLISH

Automated Request Fulfillment in 6 Steps

1 2 3

INVOKEMONITOR 5

6

CREATE

4Import Deploy VMRunbook & Data

Build ‘New VM’Request Offering

Publish ‘New VM’ to Service Catalog

Create a ‘New VM’ Request

InvokeDeploy VM Runbook

Monitor for New VM Created and Deployed

DEMOINVOKING A RUNBOOK AND MONITORING PROGRESS & AUTHORING RUNBOOKS

DEMOAUTOMATIC REMEDIATION (IF TIME ALLOWS)

REPORTING

Service Manager

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 ITEnable direct publish to the data warehouse from custom sources (such as SAP and HR)

OLAP cubes powered by the System Center management pack modelReport authoring with Microsoft Office integration for knowledge workers

Service Manager Data Warehouse

OLAP Cubes

Data Warehouse

orCustom SQL Repository

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

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

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)

DEMOSELF-SERVICE REPORTING

Service Delivery and Automation Key Value EnablersSTANDARDIZATION SELF SERVICE AUTOMATION

Give Customers 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 Customer 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 Customers

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 RegulationIncreased ReliabilitySimplicity of Choice

Increased Customer SatisfactionReduced Costs

Nothing Lost in Translation

Faster Time to DeliveryReduced Costs

Minimize Human Error