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SNEAK PEAK AT Service manager 2012

SESSION CODE: SEC202. Justin Cook Principal Consultant, Systems Management and MOE Data # 3 Steven Bird National Lead, Business Architecture, Strategic Consulting Data # 3. SNEAK PEAK AT Service manager 2012. Agenda. Introducing IT as a Service Major Updates Incremental Updates

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SNEAK PEAK AT Service manager 2012

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  1. SESSION CODE: SEC202 Justin Cook Principal Consultant, Systems Management and MOE Data#3 Steven Bird National Lead, Business Architecture, Strategic Consulting Data#3 SNEAK PEAK AT Service manager 2012 (c) 2011 Microsoft. All rights reserved.

  2. Agenda • Introducing IT as a Service • Major Updates • Incremental Updates • Service Catalog • Service Offerings • Request Offerings • Release Management • System Center Data Warehouse (c) 2011 Microsoft. All rights reserved.

  3. Achieving IT as a Service Objectives Automation MOF ITaaS Objectives Self-Service • Reduce Costs • Increase Service Levels • Faster Time to Delivery • Provide More Data • More Transparency • Compliance ITIL Standardisation COBIT Compliance Implementation Process Design (c) 2011 Microsoft. All rights reserved.

  4. Service Manager Enables Controlled Automation Configuration Management DB IT Data Warehouse Knowledge Work Items Configuration Items Integration Automation Services Centralised Data Storage (c) 2011 Microsoft. All rights reserved.

  5. Service Manager Enables Self Service Reports & Dashboards E-Mail & Other Clients Portal Excel

  6. Service Manager Enables Standardisation • Business Process Defined in Templates • CMDB Data Standardisation • Common Model • Reconciliation of Data • Service Catalog

  7. Service Manager Enables Compliance Compliance is embedded in process, standards, self-service, and automation Compliance library maps legalese to actionable IT control activities Compliance is continuously and automatically evaluated in real time

  8. Service Manager 2012 – What’s Coming?Major Investment Areas • New End User Portal • Service Catalog • Service Offerings • Request Offerings • Release Management • Orchestrator / VMM Connectors • System Center Data Warehouse • Data Cubes • Analysis Libraries

  9. Incident SLA Parent / Child Work Items AD Connector Improvements PowerShell Subscription Infrastructure Improvements Parallel Activities Performance Improvements Bug Fixes Service Manager 2012 – What’s Coming?Your Feedback -> Incremental Improvements

  10. IT as a Service Architecture for Service Manager DATA CMDB enables standardisationand compliance DW PRESENTATION IT Service Offerings Portal: Role-based Access, Self Service Service Catalog: Service and Request Offerings CMDB Models / Objects: Quota, Access, Costs, Templates, VMs, Services, Clouds, Runbooks Request Processes Request Processing: Business process WF engine WORKFLOW Request processes drive automation Business Events Subscriptions Notifications Approvals WI activities Monitor Invoke Automation Run books Orchestrator: IT process automation Connectors Integration Packs Other IT Systems OM VMM

  11. CMDB Enables Standardisationand Compliance Service & Request Offerings 1. Connectors import VMM cloud objects, VMM templates and SCO runbooks 4 SLA Knowledge 2. SM templates capture business process and the role of runbooks within the process Schedule 5 Cost Business Process 3. Models and defaults standardise offerings Data and Process Templates (standardised configurations) 3 2 User Roles Self service models and defaults (Quotas, access tiers, costs) 4. Specify interaction with users – create questions and map to CMDB data Work Items 5. Configure access roles to the offerings 1 CMDB Objects Data Sources (OM, AD, VMM, SCO, CM) VMs Clouds Templates Services Fabric Users Runbooks

  12. Workflow: Request Processes Drive Automation 1. SCO Connector syncs Runbook data to CMDB Service Catalog - Request Offering 2. Create Runbook activity with parameters mapped to properties 3. Create request template which includes Runbook activity and is added to Service Catalog 3 CMDB 4 SM Runbook Items Request Template 4. User creates SR from request offering 5 Service Request 5. Runbook invoked with user inputs Invoke SCO Runbook SCO Runbook SCO Runbook 6. SM workflow monitors RB status Monitor SCO Web Service SM Runbooks Folder 6 Runbook Activity 2 SCO Connector 1

  13. Presentation: IT Service Offerings New Features Silverlight web parts hosted in SharePoint Foundation 2010 or higher Customiseout-of-box web parts using SharePoint admin tools Extensible via SharePoint extensibility for hosting web parts Portal Features Service Catalog Scoped to User Roles Customisable, Dynamic Forms

  14. Orchestrator Connector Import Runbooks Invoke Runbooks in Orchestrator from Service Manager Workflows Monitor Runbook Status Virtual Machine Manager Connector Import Cloud, VM and VM Template Details New ConnectorsOrchestrator and Virtual Machine Manager

  15. Service Request: Work item used for requesting standard IT services Request Fulfillment: Process for managing Service Requests Service Catalog: The set of service offerings and request offerings provided by IT to users Request Offering: Request offered by IT to users Service Offering: Service offered by IT to users including request offerings, SLA & cost/chargeback details Technical Service (Service Maps): IT-facing service containing a configuration item dependency map, supporting incident & change management scenarios – (e.g., Exchange, Active Directory) New Terminology

  16. Service Catalog, Theory of Ops Service Request Templates defines business processes Request Offering maps User Input to Service Request Template Service Offerings is a collection of requests Author Request Template Author Service Offerings Author Request Offerings Processes defined here drivesautomation Dynamic Request Formon the Portal Service Catalog Portal home page Request triggers Workflows, approvals, notifications as defined by processes in templates Role-based access Integrated CMDB VMs Clouds Templates Services Fabric Users Runbooks

  17. Scenario: Automated Self-Service Requests Import Runbooks Configure Request Offering Request Service Service Request Created Runbook Invoked Service Request Completed • End User • SM Admin (c) 2011 Microsoft. All rights reserved.

  18. Justin Cook Demo: IT as a Service: Portal, Service Catalog, Service Requests, AND Orchestrator Integration (c) 2011 Microsoft. All rights reserved.

  19. Release Management • Reduce Disruption Caused by Changes • Streamline Change Management • Large, Major or High Risk Changes • Co-ordinated Release of Related Changes • Group Changes into Releases • Manage Release Management Processes • Manage Application Release Lifecycle (c) 2011 Microsoft. All rights reserved.

  20. Justin Cook Demo: RELEASE MANAGEMENT (c) 2011 Microsoft. All rights reserved.

  21. System Center Data Warehouse Replace System Center Reporting Manager (SCRM)* Pull data from SM, OM & CM for a comprehensive view of IT Enable direct publish to the Data Warehouse from custom sources (i.e. SAP, HR) Enable self service report & dashboard authoring with OLAP cubes OLAP cubes powered by the System Center management pack model Report authoring with Office integration for knowledge workers Data Warehouse OLAP

  22. Justin Cook Demo: System Center Data Warehouse (c) 2011 Microsoft. All rights reserved.

  23. Beta – Sept 2011 RTM – Dec 2011 Release Dates

  24. Related Content • Contact Us: • Justin Cook • justin_cook@data3.com.au • b-jucook@microsoft.com • @JustinCook78 • Steven Bird • Steven_bird@data3.com.au (c) 2011 Microsoft. All rights reserved.

  25. Enrol in Microsoft Virtual Academy Today Why Enroll, other than it being free? The MVA helps improve your IT skill set and advance your career with a free, easy to access training portal that allows you to learn at your own pace, focusing on Microsoft technologies. • What Do I get for enrolment? • Free training to make you become the Cloud-Hero in my Organization • Help mastering your Training Path and get the recognition • Connect with other IT Pros and discuss The Cloud Where do I Enrol? www.microsoftvirtualacademy.com Then tell us what you think. TellTheDean@microsoft.com

  26. © 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION. (c) 2011 Microsoft. All rights reserved.

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