Standardize Service Delivery

Enable self-service – users make requests on demand

Standardize and deliver

Templates, workflows , processes and a common CDMB enable automation

The Service Catalog surfaces standardized service offerings

IT and Business Units reap the rewards

Increased efficiency - enable IT resources to focus on work that adds

business value

Services easy to find, request

and provision

Consistent Delivery of Services

Improve service reliability across multiple tools, systems, and

department silos

Reduced errors in service requests and provisioning

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

Create request offerings for services that IT will deploy

Service request templates

IT enables business unit users to request in the Service Catalog

Request offerings

IT service that is being delivered

Service offerings

Building a Comprehensive Service Catalog

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

5

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

Work item used to identify and classify standard IT services

Contains one or more request offerings

Service Offerings create a catalog item that categorizes and helps surface request offerings

Service Offering

Provides consistent delivery of service-related details includingKnowledge articlesService level agreement informationCost and chargeback–related information Step 3:

Show DetailedInformation Page

Step 1:Task - Create Service Offering

Step 2:Show General Page

Minimize data entry by providing default values

Standardizes processes

Ensures compliance

Standardizes data captureCan be used to create or update any object. Request offerings are based on templates

Templates

Step 1:SM Console

Step 4:Manual Activity Form

Step 2:Task - Create Template

Step 3:Service Request Template Form

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

Based on a template

Creates a service request or incident

Defines user prompts for data inputFree text entryListQuery-based list for selection of CMDB objectsOther types of inputDefines mapping of user responses to properties of the service request or incident being created

Request Offerings

Step 3:Show User prompts Page

Step 1:Task - Create Request Offering

Step 2:Show General Page

Step 4:Show Configure prompts Page

Step 5:Show Configure prompts Page

Step 6:Show Publish Page

Service Catalog and the Deployed Service

When all the components come together: a service offering with one or more request offerings based on templates, the service catalog is ready. IT then provisions it in the self-service portal

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

A deployed service that empowers users to make requests in a controlled environment, based on their role, through a simple easy-to-use portal

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

Service Catalog for Self-Service Tenants

A Service Offering

Is made up of … …Requests Offerings

Cloud Service Process Pack• System Center feature, built on top of

Service Manager and Orchestrator• Enables a Private Cloud in your data center

• http://www.microsoft.com/en-us/download/details.aspx?id=36497

Cloud Services Process Pack Workflow

On-board Tenant(s)

Subscribe to cloud resources

Provision VMs against

subscriptions

Elements of the Service Manager Console

15

What is the self-service process I will use to get the services I need?Do you have existing service management, processes (approval, etc.) that you don’t want to lose with an on-premises private cloud?

Service Manager

App ControllerMake the request via SM portal, then manage the cloud via App Controller

Do you want to manage your own environment and applications, changing capacity to match projects, and processes with changing team needs?

Resources built into the private cloud infrastructure – service catalog:

Request Clouds

Requestcapacity

Manage status

Raise incidents

Manage and Maintain Application Resources

Using Self-Service

Manage Multiple Processes

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.

The CMDB

18

CMDBService Manager

ITSM critical data:

• Processes • Workflows• Service Offers• Work Items• Templates• Knowledge• Chargeback

Information

Operations Manager

Monitoring data:

• Device discovery

• Health of resources

• 360 monitoring

SS PortalApp Controller

SM Portal

Runbooks

Orchestrator

Automation data:

• Process and Workflows

• Templates• Service

Offers

Service Request for additional compute

capacity

Application OwnerTenant User

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 as new requirements are introduced

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 servicesIn 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

Release ManagementRelease record

Release work item in Service Manager

Release process is represented by

hierarchy of activities Up to 5 levels

New configuration item types

Environment (i.e., dev, test, prod)Build (i.e., version #)

New rolesRelease ManagerActivity Designer

New container activities

ParallelSequential

New workflow features

Skip failed activitySkip unnecessary activity

TemplatesNew relationships

Parent-childChange-to-release

Dependent

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

Ensure Service Levels are Maintained

26

IT defines unique thresholds for the business

Measure processes

Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar

Need for visibility into pre-defined service delivery processes in order to take proactive action on issues

Timely resolution

Improved user and customer satisfaction with IT

Reduce downtime

Services align better with business priorities and objectives, so that the business achieves more in terms of

strategic objectives

Issues are prioritized within a

common system

• Define your Service Catalog• Define a SLA Template • Define Service Level Requirements • Negotiate SLA requirements• Define SLA  measurable terms• Define Reports (KPI’s) with stakeholders• Service improvement plan• Define review meetings

Defining Service Level Management

Service-Level AgreementsWork-item SLAViews/forms showing “color” coded breach/warning informationEmail notifications on warning and breach

Service-level objectives (SLOs)Supported for all work itemsSLOs tied to pre-defined queuesSpecify target and warning thresholds

Service-level metricsIn the box

Incident and service request

Define your own time-based metrics

CalendarsBusiness hoursHolidaysMultiple calendars

=

Discover datacenter potential infrastructure issues to address

Awareness of services requiring action

Service Level Agreements in Action

29

Define service level thresholdsResolve issue and modify the infrastructure

Deploy VM’s

Expand cloud storage

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 Process

32

How to best escalate… what, who, and where

unplanned interruption to an IT service, or areduction in the quality of a service

Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar

Incidents are often detected by event management, or by users contacting theservice desk

Timely detection and resolution

Identify quality issues and improve experiences and service

Reduce downtime

Restore normal service as quickly aspossible, and to minimize the adverse

impact on business operations

Improved user and customer

satisfaction with IT

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

Resolving and closing

Personalize incident viewsCreate in work items (incident management) or personalize the view

Communicate with users within an incident Email or via IM

Change existing incident Define urgency | Apply an incident from OM | Assign KB articles to an incident

Creating new incidentConfiguration item view or email view

Resolving Incidents

CMDBService Manager

Allows discover

y of trends

Capture systematic issues