Brannan Matherson Product Marketing ManagerSymon Perriman Senior Technical Evangelist

IT Service Management06 | What’s New in System Center 2012 R2 Jump Start

IT Service Management

Infrastructure Provisioning

Enable enterprise-class multitenant infrastructure for hybrid environments

What’s New in System Center 2012 R2 Jump Start

Application Performance Monitoring

Deep insight into application health

Automation and Self-Service

Enable application owner agility with IT retaining control

IT Service Management

Flexible service delivery

Infrastructure Monitoring

Comprehensive monitoring of physical, virtual & cloud infrastructure Windows Azure Pack

Azure cloud services in your datacenter

The Cloud OS

Agenda: IT Service Management Introduction SLA Insights and Analysis Standardized Service Delivery Manage Multiple Processes OLA Insights and Analysis

IT service management

Self-service requests for private cloud capacity

Enable self-service publishing & consumption of IT services

Industry-standard service management & process workflows

Integrate people, process and knowledge

Business and operational insight

Efficient resource utilization and

Flexible service offerings, service catalog and service request templates

Cloud Service Process Pack (CSPP)

Automated workflows for incident, problem, change & release management

Configuration management database (CMDB)

VM-level metering and price sheetsSLA reporting data warehouse Extensible for cost analytics solutions in Chargeback

IT demandsSystem Center 2012 R2 Preview delivers Flexible

service delivery

Process

Microsoft’s Datacenter service management

Third-party management tools

Integration Active Directory

Orchestrator Automation

Release management

Changemanagement

Self-service Reporting and insights

Incident management

TemplatesService catalog

Workflows Data warehousing

SM - CMDB

Work items

Configuration items

Knowledge

App Controller SM Portal

Data center efficiencyReduce downtime, lower time to resolutionImprove consistency and reliability Reduce cost and management oversight

Cost savingsStandardization and automation reduce errors and problems, reducing downtime and gaining efficiencies in resources and provisioning

Business units and usersProvide choice and flexibility: user requests when and where they want Rich real-time reportingBuild enterprise confidence in ITRealize value of the IT investment

Forecast Data insightsReporting and information for use by both IT and business units to provide insights based on trends, costs and forecasting that can point to solutions to problems and enable chargeback

Integration across the platformSimplify management tasks, standardizing processes and servicesEnsure IT governance, risk, and compliance Centralized CMDB, Process automation

Datacenter managementDeploy services quickly, scale infrastructure and resources on demand, manage incidents as they occur, maintain Service Level Agreements (SLAs)

Service ManagementDriving service management outcomes

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Microsoft Virtual Academy

SLA Insights and Analysis06 | IT Service Management

Intelligent reporting for better decisions

8

What does an IT decision maker need? Dashboards on-demand: usage and performance – your workloads – infrastructure costs – trends and forecasting based on projects

SharePoint Dashboard Price sheets Spending trends Private cloud costs Costs per user

Excel dashboard report Price sheets most

used Trends of reserved

cloud resources Usage per cost

center Usage per resources

Technical features

Monitor usage(allocation)

Pricing Insights through reporting

Business capabilities

Drive management behavior

Chargeback optimizes infrastructure usage

IT

Ch

arg

eb

ack

Needs Resources

Planning and insight

Buildinginfrastructure

Optimize scarce resourc

es (storage, VMs…)

Provide insight into the

cost and

usage of

services

Automating chargeback servicesData

warehouseService Manager

CSPP Portal

Virtual Machine Manager• Usage• Resources • Roles

Resources(allocation)

VM• Storage• Compute• Memory

• Applies quotas• Leases from resource

pool• Approvals

Developer (business user)

Service Admin

Financial management systems

Third-party connectors

Partners: Apptio, Cloud Crusier

Chargeback

Excel & Sharepoint

Service Manager Portal3rd party web

portal

Formal

InformalTechnicalBusiness

Apply price sheet

$

Analyze data

Generate reports

Expanding data insights across clouds

11

Beyond on-premises resource data and usage to reporting across

clouds

I need insight into IT services consumed and provisioned in external

clouds

Workflows,Service Offers,

Work Items,Templates,Knowledge,Chargeback Information

CMDBService Manager

SS PortalApp Controller

SM Portal

Runbooks

Orchestrator

Azure Integration

Pack used as a pipeline to

external clouds

What is being used, when, where and by who –

What is being

requested

Rich reports and dashboardsFor decision

makers

=

Measuring the datacenter as it scales

12

CMDBService Manager

SS PortalApp Controller

SM Portal

Runbooks

Orchestrator

Health

Operations Manager

Service requests for

resources and compute

capacity + data on what is being used

Automation of process and data

collection + Pipeline to external

clouds and third-party

management via

integration packs

Health status of

resources, 360 degree

monitoring + data useful in trending peak / off-

peak usage

Processes Workflows,

Service Offers,Work Items,Templates,Knowledge,Chargeback Information Development team

Reaching compute capacity, and

requesting resources

Identify clouds with free resources, and use

standardized workflows and rules for service

management

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Microsoft Virtual Academy

Standardized Service Delivery06 | IT Service Management

How we get thereOut-of-the-box integration across System Center stack to link process automation and systems automation to standardize delivery.

Standardize service delivery processes Automation

Define the supporting organizational activities needed to deliver on the request and ensure traceability and compliance

Service and request offeringsDefine the services that IT will deliver to its consumers

Specify requests available for each service and what information will be required to fulfill each request

Request to extend VM

Destroy VMs

Request new VM

Request template

Cost and SLA information

Knowledge articles

Input values

Processes

Assignment

Notification

Approval

Systems automation

Self Service Portal

Service Catalog

Service Manager

CMDB

Orchestrator

Runbooks

Delivering a service end-to-endRequest offerings

Offering created by IT service provider that consumers request using the service catalog

Based on a template

Service offeringWork item used to identify and classify standard IT servicesContains one or

more request offerings

Templates

Minimize data entry by

providing default values

Standardize processes

The service catalog

15

Step 1: Create Service Offering

Step 4:Create Request Offering

Step 2: Create service request template

Step 5:Publish Request Offering

Step 3:Publish Service Offering

Step 6:Add Request Offerings to Service Offerings

Types of Services

Provision VM’s

Expand cloud capacity

Resolving problems and/or incidents

Move Private Cloud resources

Deploying the self-service offerings

Service offering

Service catalog items available

to request

Service request template

Request offering

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Microsoft Virtual Academy

Manage Multiple Processes06 | IT Service Management

Microsoft’s Datacenter service managementRelease

management

Changemanagement

Self-service Reporting and insights

Problem management

The service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies CMDB

Service Manager

Service Transition

• Release and Deployment Management

Service Transition

• Change Management

Continual Service

Improvement• Service

Reporting

Service Operation

• Request Fulfillment

Service Operation

• Problem Management

ITIL V3 processes System Center, along with integration with partners and with some customer process customization meets at least 19 of the 26 processes. Here are 5 readily obvious mappings.

Outcomes

Predictable service delivery

Rapid remediation of proactive/reactive issues

Benefits and value

Business policy

Consistent delivery of servicesStandardizing how IT processes can be applied and built on a robust CMDB which drives integration, automation and self-service

Consistent delivery of services enables flexible implementation of new services and infrastructure

Service level agreements

Problem and incident management

Change and incident management

Change and release management

Service Manager• Change management• Release management

Managing changes efficiently

A tool update changed a critical process

The data center and environment are fraught with change

The addition, modification or removal of anything that could have an effect on IT services

A new compliance requirement impacts my business

Results of change management

Enhanced business perception of IT through improved quality of service

Minimize errors and reduce risk

Increased visibility and communication of changes to both business and service support staff

Reduced disruption time for users

Release management focuses on the controlled release of one or more changes to an applications, infrastructures, and services

In a project – hand-off to operationsOn time, on budget, agreed qualityUsually is a single application, infrastructure, or serviceHas specific start and endQuite often treats supportability aspects as low priority

In operations – manage rollout of changesDeploy many changes in the most efficient, effective, and consistent manner through applications, infrastructures, and services

Release management

IT operations

Project

Release management

Service-level agreements

Service Manager• Business hour calendars• Service-level metrics• Service-level objectives

Measure processes

Visibility into pre-defined service delivery processes and proactively take action on issues. IT defines unique thresholds for the business.

Timely resolution

SLA alerts drive awareness to ensure IT keeps infrastructure resources available.

Ensure service levels are maintained

Incidents

Service requests

Modify Cloud capacity

Active alert-resource

New Cloud environment

Reduce downtime

Increase productivity

Incident and problem management

Service Manager• Incident management• Problem management

Quickly recover from systemic issues Benefits and value

Incidents- Problems

A single issue associated with a problem.

Leveraging incident and problem management reduces time to resolution and provides deep insight into recurring systemic issues through root cause analysis.

Records of issues that have occurred and prescribed procedures to resolution

Multiple incidents Change requests

Incident management Ownership, monitoring, tracking and communication

Detection and recording

Classification and initial support

Investigation and diagnosis

Resolution and recovery

Close incident

Easy to use forms

Templates

Incidents from email, Ops Manager, DCM

Self-service portal workflow

DCM incident workflow

SCOM incident workflow

See Knowledge databases

CMDB Data for trend analysis

Escalation paths

Update or assign new Knowledge articles

Change existing incident

Talk with the customer for more data as needed

Trending?

Close incident

Follow up with customer as needed

New incidents

Detection and recording

Classification and initial support

Investigation and diagnosis

Resolution and recovery

Closing

Closed incidents

Resolved?

Yes

Work

flow

s and c

ontr

ol p

roce

ss: ro

uting,

class

ifica

tion, and c

om

munic

ation

Escalation

No

Problem resolution

Deployed service problem alert

Repeat incident

Incident: Memory issue

Alerts Ops Manager

Incidents compiled under same

problem for resolution

Managed by Virtual Machine Manager

Service restarted

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Microsoft Virtual Academy

OLA Insights and Analysis06 | IT Service Management

Value of Operational reporting

30

How to customize and share internal reporting

Reporting for the IT Admin – Inward Focus

Trending reports on issues, requests, changes , and resources used within IT

Operational reports on IT infrastructure resources

Informed planning & decisions on

infrastructure capacity

OM reports help you make logical decisions about infrastructure

capacity and planning

Host forecasting andHost utilization

SM reporting helps you to understand what changes need to be made in

systems and processes

Systemic problemsResources

requested most

Summary

OLA Insights and Analysis

Manage Multiple Processes

SLA Insights and Analysis

Standardize Service Delivery

Service Manager: Apply processes for better datacenter management

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