IT Service Management 06 | What’s New in System Center 2012 R2 Jump Start

1. IT Service Management06 | What’s New in System Center 2012 R2 Jump Start Brannan Matherson Product Marketing Manager Symon Perriman Senior Technical Evangelist

2. IT Service Management What’s New in System Center 2012 R2 Jump Start • The Cloud OS Infrastructure Provisioning Enable enterprise-class multitenant infrastructure for hybrid environments Automation and Self-Service Enable application owner agility with IT retaining control Windows Azure Pack Azure cloud services in your datacenter Application Performance Monitoring Deep insight into application health IT Service Management Flexible service delivery Infrastructure Monitoring Comprehensive monitoring of physical, virtual & cloud infrastructure

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

4. IT service management Integrate people, process and knowledge Enable self-service publishing & consumption of IT services Efficient resource utilization and Flexible service delivery VM-level metering and price sheets SLA reporting data warehouse Extensible for cost analytics solutions in Chargeback 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) Business and operational insight Self-service requests for private cloud capacity Industry-standard service management & process workflows System Center 2012 R2 Previewdelivers IT demands

5. Active Directory Microsoft’s Datacenter service management Release management Incident management Reporting and insights Self-service Change management Process Data warehousing SM - CMDB App Controller SM Portal Service catalog Workflows Templates Work items Orchestrator Automation Configuration items Knowledge Integration Third-party management tools

6. Service ManagementDriving service management outcomes Datacenter management Deploy services quickly, scale infrastructure and resources on demand, manage incidents as they occur, maintain Service Level Agreements (SLAs) Integration across the platform Simplify management tasks, standardizing processes and services Ensure IT governance, risk, and compliance Centralized CMDB, Process automation Forecast Data insights Reporting 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 Business units and users Provide choice and flexibility: user requests when and where they want Rich real-time reporting Build enterprise confidence in IT Realize value of the IT investment Cost savings Standardization and automation reduce errors and problems, reducing downtime and gaining efficiencies in resources and provisioning Data center efficiency Reduce downtime, lower time to resolution Improve consistency and reliability Reduce cost and management oversight

7. SLA Insights and Analysis06 | IT Service Management

8. Intelligent reporting for better decisions 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

9. Chargeback optimizes infrastructure usage Drive management behavior Optimize scarce resources (storage, VMs…) Chargeback Technical features IT Provide insight into the cost and usage of services Business capabilities Buildinginfrastructure Planning and insight Monitor usage (allocation) Insights through reporting Resources Pricing Needs

10. Automating chargeback services Chargeback Informal Data warehouse • Technical • Business Service Manager • Usage • Resources • Roles Third-party connectors • VM • Storage • Compute • Memory Resources (allocation) CSPP Portal Analyze data Virtual Machine Manager $ • Applies quotas • Leases from resource pool • Approvals Financial management systems Apply price sheet Developer (business user) Service Admin • Formal Excel & Sharepoint Service Manager Portal Partners: Apptio, Cloud Crusier 3rd party web portal Generate reports

11. Expanding data insights across clouds Runbooks Beyond on-premises resource data and usage to reporting across clouds Service Manager Orchestrator I need insight into IT services consumed and provisioned in external clouds Workflows, Service Offers, Work Items, Templates, Knowledge, Chargeback Information What is being used, when, where and by who – What is being requested SS Portal Azure Integration Pack used as a pipeline to external clouds App Controller SM Portal Rich reports and dashboards For decision makers = CMDB

12. Measuring the datacenter as it scales Runbooks Health Operations Manager Orchestrator Service Manager Health status of resources, 360 degree monitoring + data useful in trending peak / off-peak usage Automation of process and data collection + Pipeline to external clouds and third-party management via integration packs Processes Workflows, Service Offers, Work Items, Templates, Knowledge, Chargeback Information Service requests for resources and compute capacity + data on what is being used SS Portal App Controller SM Portal Identify clouds with free resources, and use standardized workflows and rules for service management Development team Reaching compute capacity, and requesting resources CMDB

13. Standardized Service Delivery06 | IT Service Management

14. Standardize service delivery processes • Service and request offerings • Define 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 • Automation • Define the supporting organizational activities needed to deliver on the request and ensure traceability and compliance • How we get there • Out-of-the-box integration across System Center stack to link process automation and systems automation to standardize delivery. Service Manager Orchestrator Self Service Portal Processes Request template Service Catalog Assignment Request new VM Cost and SLA information CMDB Runbooks Notification Knowledge articles Request to extend VM Approval Input values Destroy VMs Systems automation

15. Delivering a service end-to-end Service offering Request offerings Work item used to identify and classify standard IT services • Offering created by IT service provider that consumers request using the service catalog Contains one or more request offerings Based on a template Templates Minimize data entry by providing default values The service catalog • Standardize processes Step 6: Add Request Offerings to Service Offerings Step 1: Create Service Offering Step 2: Create service request template Step 3: Publish Service Offering Step 4: Create Request Offering Step 5: Publish Request Offering

16. Deploying the self-service offerings Service request template • Types of Services • Provision VM’s • Expand cloud capacity • Resolving problems and/or incidents • Move Private Cloud resources Service offering Service catalog items available to request Request offering

17. Manage Multiple Processes06 | IT Service Management

18. Microsoft’s Datacenter service management Reporting and insights Release management Problem management Self-service Change management • The service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies Service Manager • Service Operation • Request Fulfillment • Service Transition • Release and Deployment Management • Service Transition • Change Management • Continual Service Improvement • Service Reporting • 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. CMDB

19. Consistent delivery of services Business policy Standardizing 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 Benefits and value Outcomes Rapid remediation of proactive/reactive issues Predictable service delivery Service level agreements Problem and incident management Change and incident management

20. Change and release management Service Manager Change management Release management

21. Managing changes efficiently The data center and environment are fraught with change Results of change management A tool update changed a critical process A new compliance requirement impacts my business Minimize errors and reduce risk Reduced disruption time for users Enhanced business perception of IT through improved quality of service The addition, modification or removal of anything that could have an effect on IT services Increased visibility and communication of changes to both business and service support staff

22. Release management Project Release management focuses on the controlled release of one or more changes to an applications, infrastructures, and services In a project – hand-off to operations On time, on budget, agreed quality Usually is a single application, infrastructure, or service Has specific start and end Quite often treats supportability aspects as low priority In operations – manage rollout of changes Deploy many changes in the most efficient, effective, and consistent manner through applications, infrastructures, and services IT operations Release management

23. Service Manager Business hour calendars Service-level metrics Service-level objectives Service-level agreements

24. Ensure service levels are maintained • 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. Incidents Reduce downtime Service requests Increase productivity Modify Cloud capacity Active alert-resource New Cloud environment

25. Incident and problem management Service Manager Incident management Problem management

26. Quickly recover from systemic issues 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. Benefits and value Incidents Problems - Records of issues that have occurred and prescribed procedures to resolution Multiple incidents Change requests

27. New incidents Incident management Detection and recording Classification and initial support Investigation and diagnosis Escalation Update or assign new Knowledge articles Change existing incident Talk with the customer for more data as needed 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 Trending?Close incident Follow up with customer as needed Workflows and control process: routing, classification, and communication Resolution and recovery Resolved? No Ownership, monitoring, tracking and communication Yes Closing Detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Close incident Closed incidents

28. Problem resolution Incidents compiled under same problem for resolution Alerts Ops Manager Incident: Memory issue Repeat incident Deployed service problem alert Service restarted Managed by Virtual Machine Manager

29. OLA Insights and Analysis06 | IT Service Management

30. Value of Operational reporting Reporting for the IT Admin – Inward Focus Informed planning & decisions on infrastructure capacity How to customize and share internal reporting Operational reports on IT infrastructure resources Host forecasting and Host utilization Systemic problems Resources requested most OM reports help you make logical decisions about infrastructure capacity and planning Trending reports on issues, requests, changes , and resources used within IT SM reporting helps you to understand what changes need to be made in systems and processes

31. OLA Insights and Analysis Standardize Service Delivery Summary SLA Insights and Analysis Manage Multiple Processes Service Manager: Apply processes for better datacenter management