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Standardize Service Delivery

Feb 24, 2016

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Standardize Service Delivery. Consistent Delivery of Services. Standardize and deliver. IT and Business Units reap the rewards. Enable self-service – users make requests on demand. The Service Catalog surfaces standardized service offerings. Services easy to find, request and provision. - PowerPoint PPT Presentation
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Standardize Service DeliveryWelcome to Microsoft Virtual Academy, Im Brannan Matherson and Im on the Windows Center, System Center and Azure Data Center Solutions team focused on helping customers better deploy services more efficiently across their data center. And that data center could lie on premises, in the cloud or even in data centers, but we want to provide a more efficient solution for them to be able to do so. So one of the things were thinking about is IT Service Management, what does this mean and how do we bring in our ITIL processes into the mix when we think about our stack top to bottom when managing a data center. One of the pieces that were going to cover now in this topic is going to be all about standardizing service and we want to make sure that we have a holistic view and seamless way to bring in all the processes and deliver it in a repeatable fashion for users within the environment.

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/20131System Center MarketingEnable self-service users make requests on demandStandardize and deliverTemplates, workflows , processes and a common CDMB enable automation The Service Catalog surfaces standardized service offeringsIT and Business Units reap the rewardsIncreased efficiency - enable IT resources to focus on work that adds business valueServices easy to find, request and provisionConsistent Delivery of Services

Improve service reliability across multiple tools, systems, and department silosReduced errors in service requests and provisioningSo lets dive into what this looks like and why do we actually care, what is consistent delivery of services mean and what makes it viable. Well its the idea that we have this service catalog which surfaces the standardized set of offerings that IT is going to deliver. When we do that it enables the users to make self service requests on demand and have confidence that those solutions are going to be spun up or delivered on time and without error. Thats one of the big attributes and were going to use templates and workflows and processes and the CMDB within Service Manager will be able to do that and what happens is IT at that point is then able to provide those services in an easy to find fashion, theyre able to reduce those errors when the service request are applied and we provision the request as we expected, we increase efficiency and we improve reliability and in turn that helps IT to really shine and become more efficient and agile as the demands grow or as the environment scales.

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/20132How we get thereOut-of-the-box integration across System Center stack to link process automation and systems automation to standardize delivery.Standardize Service Delivery ProcessesAutomationDefine the supporting organizational activities needed to deliver on the request and ensure traceability and complianceService and request offeringsDefine the services that IT will deliver to its consumersSpecify requests available for each service and what information will be required to fulfill each requestRequest to extend VMDestroy VMsRequest new VMRequest templateCost and SLA informationKnowledge articlesInput valuesProcessesAssignmentNotificationApprovalSystems automationSelf Service PortalService CatalogService Manager

CMDBOrchestrator

RunbooksSo standardizing this service deliver process is all about the services and their request offerings. Thats where IT is coming in and building out, if you look on the left I have a number of different examples of request offerings, I want to request a new VM, I want a request to extend a VM or I want to decommission a VM, when I do that I can use a request template to do that, that template is going to help us be able to deliver the same thing every time that this request offering comes up so I can apply cost and SLA information to it, knowledge articles so that my users really understand where to best do next as well as all the prompting and input values I want to apply to this. Next is the idea of automating this process, I extend it over into the processes I think about who does this need to be assigned to, who needs to be notified, who needs to approve this and the systems that are automated with lets say taking advantage of Orchestrator helps to be able to take all of that process or policies into account. And so how do we get there, were going to do this with using the Self Service Portal with Service Manager, were going to take advantage of the service catalog which surfaces on that portal and on the back end thats all about the Service Manager CMDB or Configuration Management data base in Orchestrator using the runbooks to be able to bring this to life. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.3System Center Marketing

Create request offerings for services that IT will deployService request templatesIT enables business unit users to request in the Service Catalog

Request offeringsIT service that is being deliveredService offerings Building a Comprehensive Service Catalog

So lets build a comprehensive service catalog and theres three quick pieces that we want to talk about, the offerings themselves, the service offerings are the categories, thats what IT is going to be delivering at a high level, this is how Im going to actually deliver and deploy my services, I have a set of information that I want to capture and I can tie a multitude of what we call request offerings.Request offerings are the smallest amount of offering or lets call this the elemental data that I want to use to create a request where IT enables business users to be able to make this request against the catalog, so that will be the actual VM that I want to have updated or that I want to request or that I want to have provisioned. When I do that I have some prompted, some data that will be prompted from me to be able to get that information and then I can kick out some activities in the back end using my Orchestrator runbooks in order to be able to do that. Lastly what happens is I use my request templates to be able to automate these tasks but then it helps the service catalog show up on the portal. And Ill take a look at that portal in a moment in terms of what that looks like, heres an example where you see a list of items and these are the actual request offerings that are available under that service offering, in this case its a private cloud infrastructure services and that I have additional data thats prompting the user to input some additional information.So the three pieces of this are going to be the service offerings, the request offerings and then the service request templates that help us be able to map those next steps.

10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.4System Center MarketingDelivering a Service End-to-EndRequest offeringsOffering created by IT service provider that consumers request using the service catalogBased on a templateService offeringWork item used to identify and classify standard IT servicesContains one or more request offeringsTemplatesMinimize data entry by providing default valuesStandardize processesThe service catalog5Step 1: Create Service Offering Step 4:Create Request OfferingStep 2: Create service request templateStep 5:Publish Request OfferingStep 3:Publish Service OfferingStep 6:Add Request Offerings to Service OfferingsWhat are those steps, well at a high level I take my work items that are being used to identify the standard information I want to use in my service offering, I then bring in my request offerings which is basically a set of IT approved services that theyre going to be allowed to provision and then I use templates to be able to bring in those values or that data input mechanism thats going to be standardized every single time and all that gets spit out into my service catalog. So Im going to create the service offering, create the service request template, Im going to publish that offering, Im going to then create my request offering, publish that request offering and then make sure that I continue to build on that within the catalog. And I can continue to add more and more over time as I need to because I find out, oh yea, under the private cloud offering or under the incident management offerings I have more tasks that I want my users to be able to request because I found more issues that come up or their demanding additional flexibility within that suite. 10/14/2013System Center Marketing 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.5Work item used to identify and classify standard IT servicesContains one or more request offeringsService Offerings create a catalog item that categorizes and helps surface request offeringsService Offering

Provides consistent delivery of service-related details includingKnowledge articlesService level agreement informationCost and chargebackrelated informationStep 3:Show DetailedInformation PageStep 1:Task - Create Service OfferingStep 2:Show General PageSo within this one thing I want to call out here, when I see a service offering it provides a consistent delivery of service related details. That can be those knowledge articles, that can be the service level agreement information or even costing and charging information that I want to input or provide information about as well. And so the easy step here I just create that offering, I go to that general tab and I start to input the necessary information built within the catalog and then well take a look at these work items in a moment when we step into Service Manager. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.6System Center MarketingMinimize data entry by providing default valuesStandardizes processesEnsures complianceStandardizes data captureCan be used to create or update any object. Request offerings are based on templatesTemplates

Step 1:SM ConsoleStep 4:Manual Activity FormStep 2:Task - Create TemplateStep 3:Service Request Template FormWhen I look at my templates I see my request template and this is where I standardize how Im going to apply the automated tasks or the runbook activities to be able to provide the necessary information for that request and when I do that Im within the Service Manager console again, those work items where I have a template section, where I can create that template and update that form and provide the activities that I want to perform for that particular request. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.7System Center MarketingOffering created by IT service provider that consumers request using the service catalogBased on a templateCreates a service request or incidentDefines 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 createdRequest Offerings

Step 3:Show User prompts PageStep 1:Task - Create Request OfferingStep 2:Show General PageStep 4:Show Configure prompts PageStep 5:Show Configure prompts PageStep 6:Show Publish PageSo this takes away the idea of a person manually going to each one of these environments or each of these consoles, lets say if they need to provision a VM what are all those steps, Im doing them in an automated fashion. So then a request offering will then provide that mapping of user responses thats where the user is prompted for specific information, whats the name of that VM, what is the size of that VM, what do you want to do with that VM once you have it and thats where the request offering gets down into those minor details that are critical for ownership and who is that applied to and again I apply my users, my role based information to this environment, helps them to be able to define and map this when I want to think about my charge back scenarios.So again Im going to create that offering, Im going to go into that general information and start to input all of the user prompting, configure those prompts and then make sure that I publish that. And once I do that I can see if within the portal once that user logs in and goes in.10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.8System Center MarketingService Catalog and the Deployed ServiceWhen 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 portalStep 1: Create Service Offering Step 4:Create Request OfferingStep 2: Create service request templateStep 5:Publish Request OfferingStep 3:Publish Service OfferingStep 6:Add Request Offerings to Service OfferingsA deployed service that empowers users to make requests in a controlled environment, based on their role, through a simple easy-to-use portalSo when that happens I now have a deployed service from beginning to end and thats everything that we talked about that helps us be able to map that service offering to one or more request offerings and again it doesnt have to be one or two or three, it can be as many as you like, as customized as you like, for a given scenario and you can create a full list of request offerings and decide who gets access to which offerings under which categories.

10/14/2013System Center Marketing 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.9Types of ServicesProvision VMsExpand cloud capacityResolving problems and/or incidentsMove Private Cloud resourcesDeploying the Self-Service Offerings

Service offering

Service catalog items available to requestService request templateRequest offering

So if I think about the process or the scenario I have my request templates and my request offerings all going into my service offerings which are surfaced on my portal where I can for instance provision my VMs, expand cloud capacity, or resolve some problems or incidents because sometimes Im going to have some requests to fix some problems that have occurred that could be brought in through the self service experience or a user has provided that or again with Orchestrator I may have already created an automated runbook that brought in data from Operations Manager when alert was kicked off. And that alert automatically created an incident and that incident went into this process and created this experience as well. And youll see it, youll see a number of different categories, in this case, this category youll see where I have my data center cloud, cloud resources or I have cloud services or I have my private cloud infrastructure services, either one and they both render a set of secondary tasks or request offerings that may exist there. And they may look like this in a form of one, two, three, a number of different things that are as long as you need them to be. TechReady1210/14/2013 2011 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.1010/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10System Center MarketingService Catalog for Self-Service Tenants

A Service OfferingIs made up of Requests OfferingsSo a service offering is made up of request offerings, thats the basic, premise here that were building on when we think about our cloud experience or self service experience for users.

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/201311Cloud Service Process PackSystem Center feature, built on top of Service Manager and OrchestratorEnables a Private Cloud in your data center

http://www.microsoft.com/en-us/download/details.aspx?id=36497Now what helps us do this is our cloud service process pack, thats another one thats really cool when we think about our on premises cloud infrastructure and being able to provision and provide System Center capabilities brought to you through Service Manager and Orchestrator. And this is something that you can download as an add on, youll have this to take with you once you get your hands on the material for this course and then you can build this into your environment. 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/201312Cloud Services Process Pack WorkflowNext, youll have a set of on board tenants, you want to make sure each subscribe to the necessary cloud resources and you want to provision VMs against those resources, or against those subscriptions I should say. And thats the process for how we would actually deploy or work through the cloud service process pack.

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/201313

Elements of the Service Manager ConsoleSo Im going to go into Service Manager and Im going to open up the module for all my work items, I want to see what my work items look like. So here I am within Service Manager, Im in the console, first place that I want to go to is the library and youll see right here on the left and when you do that youll see the service catalog. This section here is where I now have all the information, youll have an overview of all of the offerings or request offerings that may exist in a group, I could also get information around all the activities, so forth and so on. So I have a bunch of request offerings that Ive already created, Im going to scroll down and just go to some common tasks that I already have created and lets say I have update a virtual machine, thats one of the request offerings that I have, Im going to open this. So once I do this, Im inside the actual template for editing or if I created this I could have created this from scratch where I came in and I have a template that I want to apply to updating a virtual machine service request, I have my service request template, I have some information about the user prompts, I need to prompt my users for basic information about this offering; the title of the offering, the urgency, I need to identify what the virtual machine is and then some other information about what type of activity I want to do. I want to change ownership or perhaps I want to decommission a VM or whatever the case may be. I want to make sure that I publish it, I can also apply some knowledge articles to this if I choose to. Perhaps you have a lot of rich information that already exists within your environment today you want to bring that in, you can definitely do that here and point to that information and use it.So thats my request offering, let me cancel this out and now I go to my top level category or that grouping which is called the service offerings and again youll see these same titles that we just saw when we were going through the slides you had, data center, cloud service, you have private cloud infrastructure services, let me go look at private cloud infrastructure services. When this opens Ill see again some general information that I can define the category that I want this pointed to. And again youll see this under general, I can have this under account management, I can have it under IT service management, I chose general for this particular offering. This is how it resonates for services on the self service portal itself. I have some detailed information if I so choose I want to enter that, I have some related services that I want to apply to it, knowledge articles that I can apply to it or the request offerings themselves, in this one I have a number, numerous request offerings that Ive already applied and these are the same ones that we just looked at. And I had update a virtual machine, youll notice it sitting right there, that particular request offering is tied to this service offering. So thats what I wanted to do, I wanted to make sure that its published, its there, Im ready to go. Now we also talked about the templates, the templates were a great mechanism for us to have a standardized process for actually getting information into the request offering and ultimately into the request offering so that when users go into the portal they click into the necessary requests and then it kicks off the automated tasks in the back end. So let me take a look at one of the templates and well look at what is that automated process that we brought in. And again this is the automated task or workflow that we saw within Orchestrator, so when I click on template Ill see a number of templates, numerous amounts of templates that we already created that weve used over time. So when I do that, lets say I want to take a look at a particular template that Ive created and its called release phase. So in this particular one I have some information about this and I can click ok, and it loads the form and I can identify a set of tasks or a set of activities that have been attached to it and this helps me to be able to identify some incident information or conduct a final security review in this particular case. However, I want to go create my own, let me just go ahead and step out of this and I want to look at what is going to be requested of me when I go and create one, create, I want to make this a service request, I want to make sure when I create this I want to make this a service request offering and while it loads here were going to see service request here, when I see service request I click ok, looks like I missed it, service request, click ok, when I do that Im now going to open up my form, once I hit ok, I open up my form, and here I am, Im going to be asked for some basic information, affected users, I have administrators in this particular case, request template, again I want to apply some urgency, some priority to this as well and then I want to look at activities. Activities where now I start to bring in the actual run book information or the steps that are attached that I want to make sure that I get assigned to this. So when I click activities, Ive created some runbook automation templates and Ive already created that are in here and default review activity, lets say I want to take a look at this one. And what has happened here, perhaps I wanted to expand some cloud capacity or I wanted to perform some additional steps within my environment on existing activity that Ive already created I want to come in and apply this particular form. So once I do that I can then apply some more information about it, Ive been asked for some basic subscription information and Im done. So thats how we use templates to be able to apply to service requests or request offerings and then use those request offerings for service offerings that are surfaced on the self service portal within Service Manager. But let me quickly take a look at what does it look like from a users perspective, I now went into Service Manager as a console, Ive done all those steps as a service admin, now let me change hats, Im now a Contoso user so let me step into what Ill see when I go into the portal. When Im in the portal heres what Ill see and Ill see my service catalog or the self service experience portal and I want to scroll down and youll see this general tab, Ill go into private cloud infrastructure resources. The next thing I want to do, I still want to request a virtual machine, I need some resources, so let me do that, Ill click on request a virtual machine, Ill see a request form on the top right and now Ill have a title for that service request. Now youre seeing the same parameters that we saw when we were inside the request offering, theyre now being surfaced directly within this portal on this site here so now let me apply a title to this. I have some urgency that Ive defined for this, Ive had some cloud resources, subscription here so I want to make sure that Im connected here so I click that particular resource, I want the name of that VM, if I have some additional descrition for that Ill have it there as well, Im going to go next, how many VMs do I want to have created? I also want to make sure that I apply the appropriate VM template that may be available and I see one here for a older version of SQL lets say, with SQL on it. I do that, I need to ensure that Im connected to the appropriate network because I want to make sure that I have connectivity once that VM is up and running. Its here, and then I click next. I want to make sure that I am the appropriate user and I have information about my request prior to submitting it I hit submit and Ive kicked off that request and all of the automation in the back end has already started, has already begun working and the appropriate approvals, notifications and fulfillment is already starting to occur within my environment. I can then see my request at any point and time when I come back to my portal, Im able to see which requests are still pending, where I am in the process, IT can update that request as they so choose and Im able to get that information as I need it. So thats the process of using the Service Catalog to render a self service experience for your customers. So lets step back to the presentation here.

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/20131415What 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 dont want to lose with an on-premises private cloud?

Service Manager

App ControllerMake the request via SM portal, then manage the cloud via App ControllerDo 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 CloudsRequestcapacity

Manage statusRaise incidentsManage and Maintain Application ResourcesUsing Self-Service So what have we covered here, weve really talked about how were using self service and the richness of the service catalog within Service Manager to deliver experience to customers. Now let me think about why would I do this so you can walk away with an application or scenarios where you can put this in your own environment. When you have resources that are built within your infrastructure for instance you want your users to be able to request clouds, request capacity, raise incidents, manage their status or manage and maintain application resources which resource are you going to use and which self service experience would you expect to walk through and thats when you have that service management experience in your process or approval and policies that you built so much investment into and you dont want to lose that with your on premise environment, use the self service experience with Service Manager. When you have some environments that you want to manage for your application teams or for your teams I then want to leverage App Controller to spin up those environments and manage those environments as I need to. And thats how we would see a service delivery experience working from a self service perspective with the self service catalog through Service Manager and Orchestrator as well as App Controller. So I hope this has been helpful, this is one great way to take advantage of some of these experiences that weve been talking about today, but I want you to go into TechNet download center, the Eval center and download System Center 2012 R2 and specifically Service Manager and get your hands on it and start to play with it. Also take advantage of our TechNet virtual labs, weve created a number or unique scenarios in a self paced environment for you to go play with this online and evaluate how you would actually do this if you were to start doing this in your environment. And lastly I definitely hope that you would come back to Microsoft Virtual Academy and continue to learn more about our System Center 2012 R2 capabilities and Ill be delivering more around the IT Service Management moving forward so please come back. My name is Brannan Matherson and thank you for coming.

10/14/2013System Center Marketing 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.15Manage Multiple ProcessesWelcome to Microsoft Virtual Academy, Im Brannan Matherson and Im a Product Marketing Manager at Microsoft on the Windows Server, System Center and Azure Data Center Solutions team focusing on how we deliver more efficient data management toolsets to customers to better manage and deliver their resources or products to their end users or their business units as needed whenever they may scale across on premises or even public clouds or even service provider environments. But one of the things that were talking about today is IT Service Management and adding processes into our toolset to bring in some of the rich learnings that weve taken from ITIL into the processing and some of the things that theyll be doing to deliver their services.So the component or segment that I want to cover on for the next few moments is all about managing processes and what are those processes, those are those ITIL processes whether it be incident management, change management, release management etcetera these are all the things that are built from the ITIL wheel that were so familiar with in terms of those 26 processes so those are the top ones we want to cover on today. So lets dive into what this looks like in terms of managing the data center within our stack.

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/201316System Center MarketingMicrosofts Datacenter Service ManagementRelease managementChangemanagementSelf-serviceReporting and insightsProblem managementThe service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies

CMDBService Manager

Service TransitionRelease and Deployment ManagementService TransitionChange ManagementContinual Service ImprovementService ReportingService OperationRequest Fulfillment Service OperationProblem ManagementITIL 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.So this is about the release management change, self service experience, reporting and insights and problem management. And when we take advantage of the Service Manager CMDB we bring in those policies and those processes to better identify how the schema for the activities and tasks that were going to be doing within the environment. So across each one of those we map to something in terms of that service transition phase when we think about release management, how do we release and deploy services, when we think about change management how do we transition to changes and ensure that we provide uptime and reliability for end users of those services that were going to be delivering. From a self service experience we want to think about request fulfillment and a service catalog and the service offerings that we have in play today. From a continual service prospective thats where we think about improving our service reporting, that can be reporting for end users or various departments or the enterprise all up at an executive decision making level or all the way down to our internal view of how IT is delivering services or performing against some of the charters that are out there for us to meet. Then we have problem management or incident management from a service operation perspective we want to make sure that were operational, that were providing a reliable infrastructure for us to deliver this on. Again, this is all around the version 3 of the ITIL processes that exist today and we have a number of other areas where we meet and we touch on within the stack, but these are the primary ones that we want to really highlight and provide those obvious mappings for you as we think about how Service Manager delivers that today. 17 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/201317System Center MarketingThe CMDB18

CMDBService ManagerITSM critical data:Processes WorkflowsService OffersWork ItemsTemplatesKnowledgeChargeback Information

Operations ManagerMonitoring data:Device discoveryHealth of resources360 monitoring

SS PortalApp ControllerSM PortalRunbooks

OrchestratorAutomation data:Process and WorkflowsTemplatesService OffersService Request for additional compute capacityApplication OwnerTenant UserSo within the CMDB you have a number of different attributes around what it delivers and what were going to be providing, its going to be processes, workflows, service offerings, templates, knowledge, chargeback information, and that brings in, ok, can we monitor that and bring in that data from Operations Manager, yes we do because we provide that connectivity from Service Manager to Operations Manager. Next its going to help us be able to provide better discoverability and have insight into health issues proactively and reactively. Then we think about the combined relationship between Orchestrator and the Service Manager portal or the App Controller in this case its going to be those workflows and those policies or those workflows and those system execution tasks and those objects that helps us be able to deliver it and offer our services to customers. And again, weve talked about how that surfaces on the Service Manager portal.And then when we think of all the way out to that application owner or that business unit owner or that business unit user, the tenant user coming into that portal and then requesting those services and lets say thinking about I need more capacity, I need additional VMs, I need additional resources they can then do that, pass that through Orchestrator all the way down into this Configuration Management database within Service Manager. And again, thats really useful in terms of capturing that schema, that policy, that rule, or that basis for how we actually perform our tasks with our environment. That is unique to each organization, we want to capture that and the CMDB helps you do that.

10/14/2013System Center Marketing 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.18OutcomesPredictable service deliveryRapid remediation of proactive/reactive issuesBenefits and valueBusiness policyConsistent Delivery of ServicesStandardizing how IT processes can be applied and built on a robust CMDB which drives integration, automation and self-serviceConsistent delivery of services enables flexible implementation of new services and infrastructure as new requirements are introducedService level agreementsProblem and incident managementChange and incident managementSo why does a consistent delivery of service matter? Whats the business policy, what is key, whats important those are all questions that were asking, its because were standardizing how IT process can be applied and built into that CMDB, that helps us drive integration, automation and self service. The outcome of that is always going to be the predictability of what were going to deliver, I know what Im going to get when I request this service, I know how to go through a change process, I know how the incidents can be managed and remediated in case its a reactive or proactive incident it doesnt matter and then I expedite the lead time or reduces the lead time let me say of when those issues get resolved or how we remediate those. Im able to manage those problems, Im able to meet my service level agreements that I may have with the enterprise because theyre expecting IT to deliver a certain way, a certain time and in a certain fashion.

19Change and Release Management

Service ManagerChange managementRelease management

So let me first talk about change and release management, this is going to be one of the big components here as we think about introducing change into the environment as users are going to think about how they get their infrastructure resources and change from the perspective of data center management as we move forward and why does this matter.

10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.20System Center MarketingManaging Changes EfficientlyA tool update changed a critical processThe data center and environment are fraught with changeThe addition, modification or removal of anything that could have an effect on IT servicesA new compliance requirement impacts my businessResults of change managementEnhanced business perception of IT through improved quality of serviceMinimize errors and reduce risk

Increased visibility and communication of changes to both business and service support staffReduced disruption time for usersThe data center environment are being inundated with the amount of change requests and change the needs of where we are today and where we need to be tomorrow. And compliance is a big mechanism, a big driver in making sure that were impacting the business correctly, we want to make sure that we have a tool in terms of what those changes are and make sure that the critical ones are being done appropriately and in addition we have a modification or removal of anything that can affect how IT delivers on those services. Thats something that we want to make sure that we deliver on and thats something that are being asked of us from customers and multiple data center environments that are out there today.So whats the result, what happens, were being consistent, were reducing those errors and minimizing that risk. Were also reducing disruption of service to users because as were using resources and we want to implement a change we want to make sure that they dont see too much downtime and were able to slip this in in the backend and can still provide them uptime and reliabilty without little to no impact to what theyre doing. Then we have also the confidence of the enterprise that IT can deliver as expected and can provide a high level of quality of service. And this provides also increased visibility and communication of changes from both the business and as well as IT and service delivery mechanisms that exist within the stack. Because now were having this automated processes the people who are targeted with doing a specific activity or specific expertise can focus on that expertise and that helps the business users or the consumers of IT to be able to have more confidence that they can have their productivity met as they have deliverables that they need to their end customers. 21Release 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 priorityIn operations manage rollout of changesDeploy many changes in the most efficient, effective, and consistent manner through applications, infrastructures, and servicesRelease ManagementIT operationsProjectRelease managementSo release management is all about how do we map a project or program or initiative for lets say a service that were going to be deploying with the IT operations. Because users are goign to be targeted with releasing something to the market and IT needs to support that and we have a release mechanism in place. From the project, from hand off to operations and within operations how we manage the roll out of changes. And so IT can build that process into the number of policies or procedures that need to occur and service manager helps us do that. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.22System Center MarketingRelease ManagementRelease record Release work item in Service ManagerRelease process is represented by hierarchy of activities Up to 5 levelsNew configuration item types Environment (i.e., dev, test, prod)Build (i.e., version #)New rolesRelease ManagerActivity DesignerNew container activitiesParallelSequentialNew workflow featuresSkip failed activitySkip unnecessary activityTemplatesNew relationshipsParent-childChange-to-releaseDependent We have a release record, which is a new work item we have in Service Manager and we have a release process which is represented by a hierarchical level of activities. So we would have nested activities tied of a release up to 5 levels. We also introduce two new configuration item type- environment and build are examples of these types. So we can capture and specify different environments (Dev, Test, production) or different builds for releases. That would be version numbers, version 1 version 2, etc.We introduce two new roles release manager and activity designer. We also have our new container activities where an activity is specified set of actions that is contained in an incident record, problem or change release, but also as part of release management we introduce and incorporate into Service Manager the ability to have parallel or sequential activities so that you can have things happen at the same time or you can specify things to happen on after the other in serial fashion or any combination thereof. We have new workflow features for skipping over failed or unnecessary activities. We can create release templates. So we may have release templates for a major release versus a minor release over the course of a year or a software release over an infrastructure release. And the new introduce new types of relationships, Parent-child relationships for releases, as well a change record to release record dependency so that change records can be embedded into a release for that hierarchical view.

Use systems center family logos get from media bank service manager logo.

Just the main headings. No grey.

2310/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.23System Center MarketingService-Level Agreements

Service ManagerBusiness hour calendarsService-level metricsService-level objectives

Now lets move along to service level agreements, this is all about the meeting of business needs that IT is being burdened with to make sure we deliver the services on time in a rapidly changing environment. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.24System Center Marketing 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 MaintainedIncidentsService requestsModify Cloud capacityActive alert-resourceNew Cloud environmentReduce downtimeIncrease productivityAnd theres some key parts to that are all about measuring the processes, we need to make sure that were doing that effectively, what are those processes, whether that be incidents, the business is saying if I open a incident, if I have a down resource I need to make sure IT has that back up in X amount of time.Service requests need to be met in an appropriate amount of time, we need to be met with minimal to no amount of error to reduce the time that those users can spin up those resources or use those resources to continue to be productive in their day to day tasks.We want to modify cloud capacity or active alert resource, so we want to think about what are all the alerts that are coming in, we want to address them, prioritize them and then resolve those issues that are most glaring and then work our way down that list of items.And then when we think about spinning up a new cloud environment, thats all about lets say we have an entirely new project being spun up, again is this project or program focused? I want to make sure that I spin that environment up and that I allocate it to the appropriate team that they have all the necessary components, storage, network, computing and that its all provisioned and allocated and permissions are set appropriately in the fashion they need to be able to continue working or to start working on a unique project. Its all about time, resolving that issue in a timely fashion, we want to reduce the downtime but increase productivity. One for IT provisioning resources as well as productivity for the users who are going to be consuming the IT resources. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.25System Center MarketingEnsure Service Levels are Maintained26IT defines unique thresholds for the businessMeasure processesBoundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendarNeed for visibility into pre-defined service delivery processes in order to take proactive action on issuesTimely resolutionImproved user and customer satisfaction with ITReduce downtime

Services align better with business priorities and objectives, so that the business achieves more in terms of strategic objectivesIssues are prioritized within a common systemSo we want to make sure that these service levels are being met, that theyre being maintained so how are we going to do that and what is being asked of us to do this? We need the visibility of those services that are being delivered and we need to make sure we have the proactive approach to issues before they occur and impact the users negatively.We need to make sure to define the thresholds correctly, lets say Im running out of capacity, what is the right threshold, is it 5%, is it 10%, is it 20% what is the point in which I start to negatively impact what my users can do and which our environment our systems start to become non performing.I also want to identify boundaries for when our service metrics and response times and resolution times all merge together and I can do that through a number of different mechanisms by applying a time based scenario to my service level agreements. So what does it do, it continues to provide a consistent reduction in downtime, reducing those errors that we can see in the environment over time and we can prioritize our issues, we can then improve the user and business unit or tenant user satisfaction levels because that is very key that users start to have confidence in IT that we can deliver what is expected in us when were out deploying services in a automated fashion. 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/201326Define your Service CatalogDefine a SLA Template Define Service Level Requirements Negotiate SLA requirementsDefine SLA measurable termsDefine Reports (KPIs) with stakeholdersService improvement planDefine review meetingsDefining Service Level ManagementSo how do we define the service level management, what do we need to do, what are some things we need to think about? Lets think about the service catalog, what is IT going to deliver as a service, once we do that we know why our business units are requesting types of service, we understand what their charter is to deliver and meet the business need and meet the enterprise need. We can then define the SLA templates, we can apply the service level requirements as well as negotiate what those requirements are based on the complexity of our systems. We want to make sure that were integrating appropriately so the fact that we can now integrate appropriately across the system center stack within R2 and expand it to some third party toolsets allows us to reduce that time and meet some of those more demanding service level agreement timeframes. We can then build out some reports in terms of our key performance indicators and understand who the stakeholders are, who owns these particular responsibilities and spinning up resources, and expanding capacity and resolving an incident, and perhaps some storage issues that are occurring in the environment. My VMs are down or I need an additional VM because I need some more resources for a short window beyond what I initially thought I might need. That helps you in determining what does the service level management process look like and moving forward. well

2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.10/14/201327Service-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 boxIncident and service request Define your own time-based metrics

CalendarsBusiness hoursHolidaysMultiple calendars

=So those agreements and what well see in a number of different ways are the calendars, think about the service level metrics and want to think about the service level objects and that brings together the work item SLA all together. And when we do that we can apply those time, those metrics and those objects to be able to define when do I need to engage or when does additional attention need to be made for the next step. I want to think about how do I notify my users, how do I notify my owners in terms of when a threshold is being met or about to be exceeded or has exceeded, if Ive already missed that pre-indicator.

2810/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.28System Center MarketingDiscover datacenter potential infrastructure issues to address

Awareness of services requiring action

Service Level Agreements in Action29Define service level thresholds

Resolve issue and modify the infrastructureDeploy VMs

Expand cloud storageSo what does this look like in action, I want to think about building out a scenario here, we need to discover where a potential issue may occur and we need to address that, so well sit within a service manager console in our work items where we have a list of all of our items that have occurred and there will be assigned to you and you can see a number of different views of those top issues, ok, theyre red, theyre green, these need immediate attention right now.Then wed have awareness of the services requiring activity, we can drill in deeper and identify where those services that I need to take action on right away and then we can define what those service level thresholds are because I need to make sure that I bring over those thresholds so that when Im approaching that maximum bar where service is impacting my end users I can then take action on it and then you can create that in the metrics and you can edit those metrics and define how and when I get notified.And ultimately that helps to be able to resolve and modify the infrastructure. For instance, for example, I need to deploy a VM or expand some more cloud storage and Ive been able to do that with the service level approach between each of those attributes within Service Manager.

Service Manager allows you to see the current status of incidents and look at the Service Level Target. If an SLA has been defined and the time threshold set is exceeded, it will be flagged in the console with the red exclamation mark indicating that the SLA has been breached.10/14/2013System Center Marketing 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.29Incident and Problem Management

Service ManagerIncident managementProblem management

Now let me think about problems or incidents, from the perspective of Service Manager and how do we do that within the tool. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.30System Center MarketingQuickly Recover from Systemic Issues Benefits and value Incidents-ProblemsA 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 resolutionMultiple incidentsChange requestsAnd what is the value that we deliver within the product today.We can leverage the incident management capabilities to reduce time and get insight into whats occurring and what the system issues are and even perhaps what the root cause might be. Remember the incidents are the minute item or problem that may occur because I can have multiple incidents tied to a problem and then those problems are the records of issues that have occurred and I can prescribe procedures to that and I want to gain knowledge of repetitive issues that seem to come up over and over again. So that over time I dont have to manually fix them, I apply an automated process, this is where you bring in Orchestrator to go through that process and look for that and apply that knowledge or those learnings and apply that fix, without human interaction as much as possible. We want to make sure we build in the safeguards in terms of notifications and approvals but we dont have to manually go into these environments anymore, want to think about multiple incidents and then implementing change requests. 31Incident Management Process32How to best escalate what, who, and whereunplanned interruption to an IT service, or areduction in the quality of a serviceBoundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendarIncidents are often detected by event management, or by users contacting theservice deskTimely detection and resolutionIdentify quality issues and improve experiences and serviceReduce downtime

Restore normal service as quickly aspossible, and to minimize the adverse impact on business operationsImproved user and customer satisfaction with IT So the incident management process is all about the unplanned interruptions in IT service and why do customers care and why is this something that theyve brought to our attention because incidents are often detected by an event theyre also detected by when users have a downtime, youre going to know right away either through systems/people when those services are down. And we need to know how to best escalate that, to what, to who, to where and in what fashion.I then have my boundaries that I want to make sure that I maintain for that service that needs to be defined, what are those service level metrics, what is the response time, what is a resolution time that is acceptable for the enterprise?And when I do that, that time to detection and resolution helps us to improve end user satisfaction to identify the quality of service issues that may exist out there or the experiences that I need to go address or for instance maybe even my capacity planning, this helps me think about what do I need to forecast and move forward on?And then I can restore service back to normal state, once Ive been able to resolve these issues.

10/14/2013System Center Marketing 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.32Incident Management Ownership, monitoring, tracking and communicationDetection and recordingClassification and initial supportInvestigation and diagnosisResolution and recoveryClose incident

Easy to use formsTemplatesIncidents from email, Ops Manager, DCMSelf-service portal workflowDCM incident workflowSCOM incident workflowSee Knowledge databasesCMDB Data for trend analysisEscalation pathsUpdate or assign new Knowledge articlesChange existing incident Talk with the customer for more data as neededTrending?Close incident Follow up with customer as neededNew incidentsDetection and recordingClassification and initial supportInvestigation and diagnosisResolution and recoveryClosingClosed incidentsResolved?YesWorkflows and control process: routing, classification, and communicationEscalationNoSo on the incident management perspective when I go into the console, I can then think about how detection and recording, classifying a given issue or even investigating and diagnosing an issue can all bubble up to the ownership and monitoring level so that now I can implement change, I can kick off some processes to actually resolve those issues. And once weve done that we can continue in that cycle of the systemic issues that occur and they no longer become manual steps that I will continue to have to address time and time again. When I detect and record them, theyre easy to use forms, incidents from e-mails or operations manager and so forth and so on.When I classify them I can bubble this up in a self service experience or when I need to investigate these I can check my knowledge base articles and I can look for information there or pull from CMDB data for trending analysis.I can then update this information within the request itself and then implement and kick off a change request if I need to and I can close the incident and once Ive done that Ive gone through the cycle of building on the learnings that Ive got within my environment today. 10/14/2013System Center Marketing 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.33Problem Resolution

Deployed service problem alertRepeat incidentIncident: Memory issueAlerts Ops ManagerIncidents compiled under same problem for resolution

Managed by Virtual Machine ManagerService restartedNow problem resolution process may look as simple as this, Ive gotten a notice because Im connected to Operations Manager through the integration that weve been talking about, Im managing a VM within Virtual Machine Manager that incident is related to a memory issue, Ive done that and I recognize that thats a problem and I see this incident recurs time and time again, its a repeat incident and when it happens that alert gets thrown in Ops Manager and I can then kick that off for the service to be resolved via Service Manager because Service Manager tells me what is the problem and where can I pull that knowledge based information from and that service can be restored with minimal downtime to end users and to customers. 10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.34System Center MarketingResolving and closing Personalize incident viewsCreate in work items (incident management) or personalize the viewCommunicate with users within an incident Email or via IMChange existing incident Define urgency | Apply an incident from OM | Assign KB articles to an incidentCreating new incidentConfiguration item view or email viewResolving Incidents

CMDBService ManagerAllows discovery of trendsCapture systematic issues So real quickly the way that we see the resolving of incidents is creating a new incident and that can come in a number of formats is through directly within a service request that end users might ask for as well as an automated process that were getting from the thresholds that we get from lets say Operations Manager to monitor lets say. I introduce some change with the existing incident, I communicate to my users as well as to my owners the status of that incident, I have personalized views within the Service Manager console for how I can separate which incidents are most critical, prioritize them, which ones are ok and which ones are red flagged in terms of resolve now, and then take the action to do so. But the CMDB allows for discovery of trends, I can now start to report on that information, I can capture issues with that information and thats something thats very key when we think about managing these multiple processes.So this has been a deep discussion on all of the Service Management and IT Service Management processes or the ITIL processes that were going to be managing with Service Manager. But we want you to start to get your hands on the product today, go into TechNet, the download center or the evaluation center within TechNet and download System Center 2012 R2 and specifically Service Manager, start to play with it, start to explore. Take it a step further and take a look at our TechNet Virtual labs that weve created as well, we have a number of labs out there that are customized as hands on experiences that you can do at your own pace. So this is a way for you to start to really walk through step by step some of the things that Ive just shown. And then lastly continue to come back to Microsoft Virtual Academy for more information on the IT service management track as well as the additional capabilities within System Center 2012 R2.Again, my name is Brannan Matherson and I thank you for joining me on todays session, enjoy and continue to follow me on the TechNet virtual labs as well as Microsoft Virtual Academy. Thank you.

10/14/2013 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.35System Center Marketing