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INFRASTRUCTURE, ADVANCED
Maarten Goet System Center MVP, The Netherlands
SINGAPORE
Self-Service
Private Cloud
management
through
integrated
processes
with Service
Manager 2012
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Agenda
Introduction
IT Service Management for the Cloud
ITSM from the perspective of the ..
– Business User (cloud consumer)
– Datacenter Admin (service provider)
Summary
Questions
IT Service Management for the Cloud
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Taxonomy of Cloud Services
(On-Premise)
Storage
Servers
Networking
O/S
Middleware
Virtualization
Data
Applications
Runtime
Yo
u m
an
ag
e
Infrastructure (as a Service)
Storage
Servers
Networking
O/S
Middleware
Virtualization
Data
Applications
Runtime
Oth
er M
an
ag
es
Yo
u m
an
ag
e
Platform (as a Service)
Oth
er M
an
ag
es
Yo
u m
an
ag
e
Storage
Servers
Networking
O/S
Middleware
Virtualization
Applications
Runtime
Data
Software (as a Service)
Oth
er M
an
ag
es
Storage
Servers
Networking
O/S
Middleware
Virtualization
Applications
Runtime
Data
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Pay no attention to the
Man Behind the Curtain
As you move up the stack, what you are responsible for lessens and 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
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Achieving IT as a Service objectives
ITIL
COBIT
MOF
Process Design
ITaaS Objectives
Implementation
Automation
Self-Service
Compliance
Standardisation
Reduce Costs Increase Service Levels Faster Time to Delivery Provide More Data More Transparency Compliance
IT Service Management for the ..
.. Business User (cloud consumer)
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Datacenter Admin
“Service Provider”
Business
“Service Consumer”
Business
“Service Consumer”
Deliver Business Value
IT Service Management for the ..
.. Datacenter Admin (service provider)
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Datacenter Admin
“Service Provider”
Business
“Service Consumer”
Datacenter Admin
“Service Provider”
Providing IT as a Service
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Cloud Fabric Management System Center 2012
DEMONSTRATION
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Typical requests
Capability Description
Request New Cloud Request 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 Access Request 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
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
System Center 2012 supporting the customer
Service Catalog
Self-service Portal
– Request New Virtual Machine
– Request access to existing cloud based resources
– Request extension for virtual machines and services
– Request configuration change
Workflow automation
Approvals and Notifications
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Service Manager enables Self Service
Portal
Reports & Dashboards
E-Mail & Other Clients
Excel
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Creating a Service Request
SCSM 2012 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
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
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Approval
The administrator can vary the approval process according to a wide range of different parameters, examples include: – Who is making the request – The cloud or environment into which it is to be
deployed – 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
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
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 – The service request will outline what is needed “I want the
CRM system in the marketing cloud, the hours of operation are… “
– The administrator will determine the configuration settings, number of servers that should be initially deployed (or can scale to) etc.
Further approval may be required other types of request – Deployment may also be authorized to occur on a specific
date or time
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
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 ITSM for the Private Cloud Fabric 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
22
23
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Service Catalog demonstration Request a service
DEMONSTRATION
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
System Center 2012 supporting the service provider
Service Catalog Definition
Workflow automation
Integrated CMDB
Service Level Management
Change and Release Management
Integrated Incident Ticketing
Datacenter Reporting
Governance, Risk and Compliance (*)
(*) via GRC Management Pack (downloadable solution accelerator)
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Providing IT as a Service
Need to understand the business processes – Who is able to make the request – What information is needed for each request and how
it is used – How the request is approved and who is involved in the
processes – What happens once the request is approved
Capture the manual components of this process in a SCSM Service Request Template Create System Center Orchestrator 2012 run books
to support the elements of the processes that can be automated
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
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
Orchestrator: IT process automation
Run books
OM Other IT Systems
VMM
Connectors
DW
Invoke Monitor
Integration Packs
WI activities
Notifications Approvals
DATA CMDB enables standardisation and compliance
Automation
PRESENTATION IT Service Offerings
Business Events
Subscriptions Request Processes
WORKFLOW Request processes drive automation
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Business Process
Use
r R
ole
s
Service & Request Offerings
Private Cloud
VM Provisioning
Request Cloud
Applications
Service Provisioning
Request Fix for Service
Users
Access Requests
Request Quota Increase
Data and Process Templates (standardised configurations)
Review Runbook Email
Review Runbook Email
Review Runbook Email
Work Items
CMDB Objects
Review Runbook Email
Self service models and defaults
(Quotas, access tiers, costs)
SLA
Knowledge
Schedule
Cost
Data Sources (OM, AD, VMM,
SCO, CM)
1. Connectors import VMM cloud objects, VMM templates and SCO runbooks
Clouds Users Fabric Templates Services VMs Runbooks
1
2 3
4
5
2. SM templates capture business process and the role of runbooks within the process
3. Models and defaults standardise offerings
4. Specify interaction with users – create questions and map to CMDB data
5. Configure access roles to the offerings
CMDB enables standardization
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Workflow: Request Processes Drive Automation
Request Template
CMDB
SCO Runbook
SCO
We
b S
erv
ice
1. SCO Connector syncs Runbook data to CMDB
3. Create request template which includes Runbook activity and is added to Service Catalog
6. SM workflow monitors RB status
SM Runbook Items Runbook Activity
2. Create Runbook activity with parameters mapped to properties
Service Request 4. User creates SR from request offering
5. Runbook invoked with user inputs
SCO Connector
Service Catalog - Request Offering
SCO Runbook SCO Runbook
SM Runbooks Folder
Invoke
Monitor
1
2
3 4
5
6
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Dynamic Request Form on the Portal
Author Request Template
Service Request Templates defines business processes
Service Catalog Portal home page
Integrated CMDB
Clouds Users Fabric Templates Services VMs Runbooks
Processes defined here drives automation
Author Request Offerings
Request Offering maps User Input to Service Request Template
Author Service Offerings
Service Offerings is a collection of requests
Request triggers Workflows, approvals, notifications as defined by processes in templates
Role-based access
Users
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Import Runbooks
Configure Request Offering
Runbook Invoked
Service Request
Completed
Request Service
Service Request Created
SM Admin End User
Scenario: automated Self Service requests
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Service Catalog demonstration Defining a request
DEMONSTRATION
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
• 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
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
System Center 2012 an altogether better solution
When an issue is detected on VM Host Server (either platform) – SCOM automatically creates an alert
SCSM automatically creates an Incident in response to this alert – SCO runs a standard set of diagnostics and automatically updates the
incident with those results – Helpdesk analyst notified by email and takes ownership of the incident – Investigates / determines that a change needs to be made to the host
Creates Change Request in SCSM
– Approver(s) receive notification – Review and approve change request through SCSM Portal – SCO executes Runbook, suspends monitoring, arranges for fix to be
applied and reinstates monitoring once system ready
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
Summary
System Center 2012 makes 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
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands
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Maarten Goet System Center MVP, The Netherlands