Standardize Service Delivery
Enable self-service – users make requests on demand
Standardize and deliver
Templates, workflows , processes and a common CDMB enable automation
The Service Catalog surfaces standardized service offerings
IT and Business Units reap the rewards
Increased efficiency - enable IT resources to focus on work that adds
business value
Services easy to find, request
and provision
Consistent Delivery of Services
Improve service reliability across multiple tools, systems, and
department silos
Reduced errors in service requests and provisioning
How we get thereOut-of-the-box integration across System Center stack to link process automation and systems automation to standardize delivery.
Standardize Service Delivery Processes Automation
Define the supporting organizational activities needed to deliver on the request and ensure traceability and compliance
Service and request offeringsDefine the services that IT will deliver to its consumersSpecify requests available for each service and what information will be required to fulfill each request
Request to extend VMDestroy VMs
Request new VM
Request template
Cost and SLA informationKnowledge articles
Input values
Processes
Assignment
Notification
Approval
Systems automation
Self Service Portal
Service Catalog
Service Manager
CMDB
Orchestrator
Runbooks
Create request offerings for services that IT will deploy
Service request templates
IT enables business unit users to request in the Service Catalog
Request offerings
IT service that is being delivered
Service offerings
Building a Comprehensive Service Catalog
Delivering a Service End-to-EndRequest offerings
Offering created by IT service provider that consumers request using the service catalogBased on a template
Service offeringWork item used to identify and classify standard IT servicesContains one or
more request offerings
TemplatesMinimize data entry by
providing default valuesStandardize processes
The service catalog
5
Step 1: Create Service Offering
Step 4:Create Request Offering
Step 2: Create service request template
Step 5:Publish Request Offering
Step 3:Publish Service Offering
Step 6:Add Request Offerings to Service Offerings
Work item used to identify and classify standard IT services
Contains one or more request offerings
Service Offerings create a catalog item that categorizes and helps surface request offerings
Service Offering
Provides consistent delivery of service-related details includingKnowledge articlesService level agreement informationCost and chargeback–related information Step 3:
Show DetailedInformation Page
Step 1:Task - Create Service Offering
Step 2:Show General Page
Minimize data entry by providing default values
Standardizes processes
Ensures compliance
Standardizes data captureCan be used to create or update any object. Request offerings are based on templates
Templates
Step 1:SM Console
Step 4:Manual Activity Form
Step 2:Task - Create Template
Step 3:Service Request Template Form
Offering created by IT service provider that consumers request using the service catalog
Based on a 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 created
Request Offerings
Step 3:Show User prompts Page
Step 1:Task - Create Request Offering
Step 2:Show General Page
Step 4:Show Configure prompts Page
Step 5:Show Configure prompts Page
Step 6:Show Publish Page
Service Catalog and the Deployed 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 portal
Step 1: Create Service Offering
Step 4:Create Request Offering
Step 2: Create service request template
Step 5:Publish Request Offering
Step 3:Publish Service Offering
Step 6:Add Request Offerings to Service Offerings
A deployed service that empowers users to make requests in a controlled environment, based on their role, through a simple easy-to-use portal
Types of ServicesProvision VM’s
Expand cloud capacity
Resolving problems and/or incidents
Move Private Cloud resources
Deploying the Self-Service Offerings
Service offering
Service catalog items available
to request
Service request template
Request offering
Service Catalog for Self-Service Tenants
A Service Offering
Is made up of … …Requests Offerings
Cloud Service Process Pack• System Center feature, built on top of
Service Manager and Orchestrator• Enables a Private Cloud in your data center
• http://www.microsoft.com/en-us/download/details.aspx?id=36497
Cloud Services Process Pack Workflow
On-board Tenant(s)
Subscribe to cloud resources
Provision VMs against
subscriptions
Elements of the Service Manager Console
15
What is the self-service process I will use to get the services I need?Do you have existing service management, processes (approval, etc.) that you don’t want to lose with an on-premises private cloud?
Service ManagerApp ControllerMake the request via SM portal, then manage the cloud via App Controller
Do you want to manage your own environment and applications, changing capacity to match projects, and processes with changing team needs?
Resources built into the private cloud infrastructure – service catalog:
Request Clouds
Requestcapacity
Manage status
Raise incidents
Manage and Maintain Application Resources
Using Self-Service
Manage Multiple Processes
Microsoft’s Datacenter Service ManagementRelease
management
Changemanagement
Self-service Reporting and insights
Problem management
The service management workflow, managed by the CMDB in Service Manager that controls a process schema that also compliments ITIL methodologies CMDBService
Manager
Service Transition
• Release and Deployment Management
Service Transition
• Change Management
Continual Service
Improvement• Service
Reporting
Service Operation
• Request Fulfillment
Service Operation
• Problem Management
ITIL V3 processes System Center, along with integration with partners and with some customer process customization meets at least 19 of the 26 processes. Here are 5 readily obvious mappings.
The CMDB
18
CMDBService Manager
ITSM critical data:
• Processes • Workflows• Service Offers• Work Items• Templates• Knowledge• Chargeback
Information
Operations Manager Monitoring
data:• Device
discovery• Health of
resources• 360
monitoring
SS PortalApp Controller
SM Portal
Runbooks
Orchestrator
Automation data:
• Process and Workflows
• Templates• Service
Offers
Service Request for additional compute
capacity
Application OwnerTenant User
Outcomes
Predictable service delivery
Rapid remediation of proactive/reactive issues
Benefits and value
Business policy
Consistent Delivery of ServicesStandardizing how IT processes can be applied and built on a robust CMDB which drives integration, automation and self-service
Consistent delivery of services enables flexible implementation of new services and infrastructure as new requirements are introduced
Service level agreements
Problem and incident management
Change and incident management
Change and Release ManagementService Manager• Change management• Release management
Managing Changes Efficiently
A tool update changed a critical process
The data center and environment are fraught with change
The addition, modification or removal of anything that could have an effect on IT services
A new compliance requirement impacts my business
Results of change management
Enhanced business perception of IT through improved quality of service
Minimize errors and reduce risk
Increased visibility and communication of changes to both business and service support staff
Reduced disruption time for users
Release management focuses on the controlled release of one or more changes to an applications, infrastructures, and servicesIn a project – hand-off to operationsOn time, on budget, agreed qualityUsually is a single application, infrastructure, or serviceHas specific start and endQuite often treats supportability aspects as low priorityIn operations – manage rollout of changesDeploy many changes in the most efficient, effective, and consistent manner through applications, infrastructures, and services
Release Management
IT operations
Project
Release management
Release ManagementRelease record
Release work item in Service Manager
Release process is represented by
hierarchy of activities Up to 5 levels
New configuration item types
Environment (i.e., dev, test, prod)Build (i.e., version #)
New rolesRelease ManagerActivity Designer
New container activities
ParallelSequential
New workflow features
Skip failed activitySkip unnecessary activity
TemplatesNew relationships
Parent-childChange-to-release
Dependent
Service-Level Agreements
Service Manager• Business hour calendars• Service-level metrics• Service-level objectives
Measure processesVisibility into pre-defined service delivery processes and proactively take action on issues. IT defines unique thresholds for the business.
Timely resolutionSLA alerts drive awareness to ensure IT keeps infrastructure resources available.
Ensure Service Levels are Maintained
Incidents
Service requests
Modify Cloud capacity
Active alert-resource
New Cloud environment
Reduce downtime
Increase productivity
Ensure Service Levels are Maintained
26
IT defines unique thresholds for the business
Measure processes
Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar
Need for visibility into pre-defined service delivery processes in order to take proactive action on issues
Timely resolution
Improved user and customer satisfaction with IT
Reduce downtime
Services align better with business priorities and objectives, so that the business achieves more in terms of
strategic objectives
Issues are prioritized within a
common system
• Define your Service Catalog• Define a SLA Template • Define Service Level Requirements • Negotiate SLA requirements• Define SLA measurable terms• Define Reports (KPI’s) with stakeholders• Service improvement plan• Define review meetings
Defining Service Level Management
Service-Level AgreementsWork-item SLAViews/forms showing “color” coded breach/warning informationEmail notifications on warning and breach
Service-level objectives (SLOs)Supported for all work itemsSLOs tied to pre-defined queuesSpecify target and warning thresholds
Service-level metricsIn the box
Incident and service request Define your own time-based metrics
CalendarsBusiness hoursHolidaysMultiple calendars
=
Discover datacenter potential infrastructure issues to address
Awareness of services requiring action
Service Level Agreements in Action
29
Define service level thresholdsResolve issue and modify the infrastructure
Deploy VM’s
Expand cloud storage
Incident and Problem ManagementService Manager• Incident management• Problem management
Quickly Recover from Systemic Issues Benefits and value
Incidents- Problems
A single issue associated with a problem.
Leveraging incident and problem management reduces time to resolution and provides deep insight into recurring systemic issues through root cause analysis.
Records of issues that have occurred and prescribed procedures to resolution
Multiple incidents Change requests
Incident Management Process
32
How to best escalate… what, who, and where
unplanned interruption to an IT service, or areduction in the quality of a service
Boundaries need to be defined for service level metrics, and response time and resolution time for a particular service level agreement tied to a calendar
Incidents are often detected by event management, or by users contacting theservice desk
Timely detection and resolution
Identify quality issues and improve experiences and service
Reduce downtime
Restore normal service as quickly aspossible, and to minimize the adverse
impact on business operations
Improved user and customer
satisfaction with IT
Incident Management Ownership, monitoring, tracking and communication
Detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Close incident
Easy to use forms
Templates
Incidents from email, Ops Manager, DCM
Self-service portal workflow
DCM incident workflow
SCOM incident workflow
See Knowledge databases
CMDB Data for trend analysis
Escalation paths
Update or assign new Knowledge articles
Change existing incident
Talk with the customer for more data as needed
Trending?
Close incident
Follow up with customer as needed
New incidents
Detection and recording
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Closing
Closed incidents
Resolved?
Yes
Wor
kflow
s and
cont
rol p
roce
ss: r
outin
g,
class
ifica
tion,
and
com
mun
icatio
n
Escalation
No
Problem Resolution
Deployed service problem alert
Repeat incidentIncident:
Memory issueAlerts
Ops Manager
Incidents compiled under same
problem for resolution
Managed by Virtual Machine Manager
Service restarted
Resolving and closing
Personalize incident viewsCreate in work items (incident management) or personalize the view
Communicate with users within an incident Email or via IM
Change existing incident Define urgency | Apply an incident from OM | Assign KB articles to an incident
Creating new incidentConfiguration item view or email view
Resolving Incidents
CMDBService Manager
Allows discover
y of trends
Capture systematic issues
