MS TechDays 2011 - Self-Service Private Cloud Management through Integrated Processes with Service Manager 2012

INFRASTRUCTURE, ADVANCED

Maarten Goet System Center MVP, The Netherlands

SINGAPORE

Self-Service

Private Cloud

management

through

integrated

processes

with Service

Manager 2012

Self-Service Private Cloud management with System Center Service Manager 2012

INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

Agenda

Introduction

IT Service Management for the Cloud

ITSM from the perspective of the ..

– Business User (cloud consumer)

– Datacenter Admin (service provider)

Summary

Questions

IT Service Management for the Cloud



Taxonomy of Cloud Services

(On-Premise)

Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

Yo

u m

an

ag

e

Infrastructure (as a Service)

Storage

Servers

Networking

O/S

Middleware

Virtualization

Data

Applications

Runtime

Oth

er M

an

ag

es

Yo

u m

an

ag

e

Platform (as a Service)

Oth

er M

an

ag

es

Yo

u m

an

ag

e

Storage

Servers

Networking

O/S

Middleware

Virtualization

Applications

Runtime

Data

Software (as a Service)

Oth

er M

an

ag

es

Storage

Servers

Networking

O/S

Middleware

Virtualization

Applications

Runtime

Data





Pay no attention to the

Man Behind the Curtain

As you move up the stack, what you are responsible for lessens and trust in others increases

Consumers

– Consumer agrees SLA with the Service Provider for the solution components that they are not responsible for

Service Provider

– Provides “IT as a Service” to the consumer, key requirements are standardization, self-service, automation and compliance

– ITSM key to enabling the Service Provider to deliver to SLA



Achieving IT as a Service objectives

ITIL

COBIT

MOF

Process Design

ITaaS Objectives

Implementation

Automation

Self-Service

Compliance

Standardisation

Reduce Costs Increase Service Levels Faster Time to Delivery Provide More Data More Transparency Compliance

IT Service Management for the ..

.. Business User (cloud consumer)



Datacenter Admin

“Service Provider”

Business

“Service Consumer”

Business


Deliver Business Value

IT Service Management for the ..

.. Datacenter Admin (service provider)



Datacenter Admin


Business


Datacenter Admin


Providing IT as a Service



Cloud Fabric Management System Center 2012

DEMONSTRATION



Typical requests

Capability Description

Request New Cloud Request creation of a new cloud

Request New “Service Package”

Establish quotas, establish cost/chargeback model and service level agreements for specific groups of users

Request New VM (from template)

Allow user to request creation of one or more virtual machines in a given cloud

Retire/extend expiry of a virtual machine or service

Allow user to extend the time in which a given virtual machine or service is available

New Service (from template)

Request the deployment of an standard (pre-configured) service into a cloud using a VMM service template and configuration

Request deployment of a New Service

Request the deployment of a new service

Request Access Request access to a cloud, virtual machine or service (essentially add user to AD group)

Request update to service/VM/cloud

Request configuration change or update for an existing VM, Service or Cloud



System Center 2012 supporting the customer

Service Catalog

Self-service Portal

– Request New Virtual Machine

– Request access to existing cloud based resources

– Request extension for virtual machines and services

– Request configuration change

Workflow automation

Approvals and Notifications



Service Manager enables Self Service

Portal

Reports & Dashboards

E-Mail & Other Clients

Excel



Creating a Service Request

SCSM 2012 Service Request Portal allows user to select what they need from a Catalog, indicates cost, expected time to delivery and agreed SLA – Administrators or privileged users will always be able to

create virtual machines and services outside of the Service Request functionality

All new virtual machines will be discovered by SCOM

and appear in the SCSM console after synchronisation

A report can be used to list the services and virtual machines for which there is no corresponding change request



Approval

The administrator can vary the approval process according to a wide range of different parameters, examples include: – Who is making the request – The cloud or environment into which it is to be

deployed – The virtual machine or service template that is being

used

Standard requests with minimal business impact

can be delegated to line manager or automatically approved



Deployment

For virtual machines, the service request will capture all of the information necessary for deployment

For services, administrators or privileged users will customize service configuration prior to deployment – The service request will outline what is needed “I want the

CRM system in the marketing cloud, the hours of operation are… “

– The administrator will determine the configuration settings, number of servers that should be initially deployed (or can scale to) etc.

Further approval may be required other types of request – Deployment may also be authorized to occur on a specific

date or time




Self-service capability for the consumer Standardization in terms of the services available

to consumers Using automation wherever possible to reduce

costs, improve efficiency and ensure consistency ITSM for the Private Cloud Fabric Governance, Risk and Compliance (GRC)

…All of which drive Service Level Agreements (SLA)

and the level of service that can be provided to the consumer

22

23



Service Catalog demonstration Request a service

DEMONSTRATION



System Center 2012 supporting the service provider

Service Catalog Definition

Workflow automation

Integrated CMDB

Service Level Management

Change and Release Management

Integrated Incident Ticketing

Datacenter Reporting

Governance, Risk and Compliance (*)

(*) via GRC Management Pack (downloadable solution accelerator)




Need to understand the business processes – Who is able to make the request – What information is needed for each request and how

it is used – How the request is approved and who is involved in the

processes – What happens once the request is approved

Capture the manual components of this process in a SCSM Service Request Template Create System Center Orchestrator 2012 run books

to support the elements of the processes that can be automated



Portal: Role-based Access, Self Service

CMDB

Models / Objects: Quota, Access, Costs,

Templates, VMs, Services, Clouds,

Runbooks

Request Processing: Business process WF engine

Service Catalog: Service and Request Offerings

Orchestrator: IT process automation

Run books

OM Other IT Systems

VMM

Connectors

DW

Invoke Monitor

Integration Packs

WI activities

Notifications Approvals

DATA CMDB enables standardisation and compliance

Automation

PRESENTATION IT Service Offerings

Business Events

Subscriptions Request Processes

WORKFLOW Request processes drive automation



Business Process

Use

r R

ole

s

Service & Request Offerings

Private Cloud

VM Provisioning

Request Cloud

Applications

Service Provisioning

Request Fix for Service

Users

Access Requests

Request Quota Increase

Data and Process Templates (standardised configurations)

Review Runbook Email



Work Items

CMDB Objects


Self service models and defaults

(Quotas, access tiers, costs)

SLA

Knowledge

Schedule

Cost

Data Sources (OM, AD, VMM,

SCO, CM)

1. Connectors import VMM cloud objects, VMM templates and SCO runbooks

Clouds Users Fabric Templates Services VMs Runbooks

1

2 3

4

5

2. SM templates capture business process and the role of runbooks within the process

3. Models and defaults standardise offerings

4. Specify interaction with users – create questions and map to CMDB data

5. Configure access roles to the offerings

CMDB enables standardization



Workflow: Request Processes Drive Automation

Request Template

CMDB

SCO Runbook

SCO

We

b S

erv

ice

1. SCO Connector syncs Runbook data to CMDB

3. Create request template which includes Runbook activity and is added to Service Catalog

6. SM workflow monitors RB status

SM Runbook Items Runbook Activity

2. Create Runbook activity with parameters mapped to properties

Service Request 4. User creates SR from request offering

5. Runbook invoked with user inputs

SCO Connector

Service Catalog - Request Offering

SCO Runbook SCO Runbook

SM Runbooks Folder

Invoke

Monitor

1

2

3 4

5

6



Dynamic Request Form on the Portal

Author Request Template

Service Request Templates defines business processes

Service Catalog Portal home page

Integrated CMDB

Clouds Users Fabric Templates Services VMs Runbooks

Processes defined here drives automation

Author Request Offerings

Request Offering maps User Input to Service Request Template

Author Service Offerings

Service Offerings is a collection of requests

Request triggers Workflows, approvals, notifications as defined by processes in templates

Role-based access

Users



Import Runbooks

Configure Request Offering

Runbook Invoked

Service Request

Completed

Request Service

Service Request Created

SM Admin End User

Scenario: automated Self Service requests



Service Catalog demonstration Defining a request

DEMONSTRATION



• Reduce downtime, lower time to resolution • Improve reliability • Make it easier to manage compliance and risk • Provide Service within agreed SLA

Managing Data Center Services



System Center 2012 an altogether better solution

When an issue is detected on VM Host Server (either platform) – SCOM automatically creates an alert

SCSM automatically creates an Incident in response to this alert – SCO runs a standard set of diagnostics and automatically updates the

incident with those results – Helpdesk analyst notified by email and takes ownership of the incident – Investigates / determines that a change needs to be made to the host

Creates Change Request in SCSM

– Approver(s) receive notification – Review and approve change request through SCSM Portal – SCO executes Runbook, suspends monitoring, arranges for fix to be

applied and reinstates monitoring once system ready



Summary

System Center 2012 makes a compelling integrated solution for Cloud Management

– Able to support differing business needs and requirements

– Provide powerful features and functionality which support the needs of the consumer as well as the service provider



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Thank You! Questions?

Maarten Goet System Center MVP, The Netherlands

MS TechDays 2011 - Self-Service Private Cloud Management through Integrated Processes with Service Manager 2012

Technology

system center service

service request portal

service request scsm

vmm service template

service levelsitil faster

existing cloud

consumers consumer

virtual machines