This document discusses how System Center Service Manager 2012 can be used with System Center Orchestrator to provide automated IT service fulfillment. Key points include: - Service Manager enables standardized and automated IT processes through integration with Orchestrator runbooks. - The Service Manager connector for Orchestrator allows synchronization of runbook definitions and invocation of runbooks from Service Manager workflows. - The Orchestrator integration pack for Service Manager provides interaction between runbooks and Service Manager objects like the CMDB, work items, and templates. - Administrators can create service catalog offerings in Service Manager that incorporate Orchestrator runbooks to automate fulfillment of user requests.

1. SCSM 2012 REQUEST
FULFILLMENT WITH
ORCHESTRATOR
Belgian System Center Day

2. Kurt Van hoecke
Inovativ Belgium – Managing Consultant
Kurt.van.hoecke@inovativ.be
Dieter Wijckmans
Inovativ Belgium – Consultant
Dieter.Wijckmans@inovativ.be

3. Overview
Service Manager enables controlled automation
Standarization and automation in Service Manager
2012
Service Manager + Orchestrator
Demo time...

4. IT Service System Center Business
IT-as-a-Service
Management Integration Intelligence
• Incident and • Self-service • New connectors • System Center
Problem Portal to VMM & Data Warehouse
Management • Service Catalog Orchestrator • OLAP support
• Change and • Role-based • Improved for reporting and
Release offerings connectors to drilldown
Management OM, CM & AD
• Service Request • Orchestrator
Fulfillment runbooks
• Service Level • VMM Private
Agreement (SLA) Cloud
support integration

5. OPTIMIZE AND EXTEND EXISTING DELIVER FLEXIBLE AND LOWER COSTS AND IMPROVE
INVESTMENTS RELIABLE SERVICES PREDICTABILITY
Integration Orchestration Automation
 Optimize heterogeneous  Accelerate time to value with  Enable IT resources to focus on
environments with integration flexible process workflows work that adds business value
packs  Improve service reliability across  Reduce error-prone manual
 Easy–to-extend platform for multiple tools, systems, and activities while lowering costs
building custom integrations with department silos
the Quick Integration Kit (QIK)

6. IT Service Management best Leverage System Center Service Consumers
practices in the box investments Business Analysts
IT Governance Risk and Populate CMDB with connectors End Users
Compliance

7. How does it come together?

8. Service Manager
Self Service Request Management Systems Automation for IT Pros
Standardized IT Process Automation Heterogeneous Support
Governance and Compliance Customer & Partner Extensible

9. Uses NEW Orchestrator 2012 REST-based Web
Service to synchronize runbook definitions, invoke
runbooks with parameters and get runbook results.
Service Manager Connector
for Orchestrator
Uses Service Manager API to allow runbook authors
to interact with Service Manager objects. Allows
Runbooks interact with CMDB, Service Manager
Work Items, use Service Manager Templates, interact
Orchestrator Integration Pack for with attachments, etc.
Service Manager

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

11. 4 Service & Request Offerings 1. Connectors import
cloud objects & VMM
templates, including SCO
SLA Private Cloud Applications Users runbooks
Knowledge Service 2. Admin creates SM
VM Provisioning Access Requests templates to capture
Provisioning
Schedule business process and the
Request Fix for Request Quota role of runbooks within
5 Cost Request Cloud
Service Increase the process
3. Admin defines models
User Roles
Business Process and defaults to
2 Data and Process Templates 3 Self service models and defaults
standardize offerings
(standardized configurations) (Quotas, access tiers, costs) 4. Admin specifies
Review Runbook Email interaction with users –
Work Items create questions and map
to CMDB data
(in-progress processes)
Review Runbook Email 5. Admin configures
access roles to the
offerings
1 CMDB Objects
Data Sources
(OM, AD, VMM, S
Runbooks Clouds Templates Services VMs Fabric Users CO, CM)

12. Service Catalog - Request Offering 1. SCO Connector syncs
Runbook data to CMDB
2. Admin uses SM task to
create RB activity w/
parameters mapped to
properties
3 3. Admin adds to request
template includes RB
CMDB 4 activity, added to Service
Request Template Catalog
4. User creates SR from
Service Request 5 request offering
5. Runbook invoked with
Invoke
SCO Web Service
user inputs
6. SM workflow monitors RB
status
Monitor
SM Runbooks Folder
Runbook Activity 6
SM Runbook Items
2 SCO
SCO Runbook
SCO Runbook
Connector SCO Runbook
1

13. Completely New Portal
Silverlight web parts hosted in
SharePoint Foundation 2010 or higher
Customize out-of-box web parts using
SharePoint admin tools
Extensible via SharePoint extensibility
for hosting web parts
Portal Features
Service Catalog Scoped to User Roles
Customizable, Dynamic Forms

14. Service Request Request Offering maps User Input Service Offerings is a
Templates defines to Service Request Template collection of requests
business processes
Author Author
Author Request Offerings Service Offerings
Request Template
Processes defined Dynamic Request Service Catalog
here drives Form on the Portal Portal home
automation page
Request triggers
Workflows, approvals, notificatio
ns as defined by processes in Role-
templates based
access
Integrated CMDB
Runbooks Clouds Templates Services VMs Fabric Users

15. DEMO
IT as a Service with Service
Manager 2012:
Automated Activities with
Orchestrator

16. Create Orchestrat SCSM Request OS Service Request Runbook Deploy
SCO or Templates Deploy Created Invoked computer
Runbook Connector
SM Admin SM Admin End User SCCM Admin

17. RECAP
Session Objectives:
Overview of Orchestrator Runbook Activities in
Service Manager 2012.
Demonstrate new features
Key Takeaways:
Service Manager 2012 enables IT as a Service
Portal, Service Catalog & Service Request
Automation for standardization

20. Thanks to our sponsors