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