This document describes how Service Manager can integrate with various System Center and other line of business management tools to populate configuration items and facilitate automation. Key integration points include Configuration Manager for hardware and software inventory; Operations Manager for discovered objects; Virtual Machine Manager for virtual machines; and Active Directory for user and group data. Service Manager connectors allow bringing in this configuration item data and sending notifications. Orchestrator integration packs allow automating activities across the integrated tools by executing runbooks. This facilitates automated service delivery through capabilities like building and publishing service catalog offerings that invoke runbooks to fulfill requests.

5. Configuration Manager
Hardware inventory,
software inventory,
software updates
Primary computer
owner based on
Asset Intelligence
data
Operations Manager
Operations Manager
discovered objects
Distributed
Applications (Service
Manager Business
Service based on
deployed application
from VMM Service
Template)
Active Directory
Active Directory data
for user, user
groups, printers,
computers
User contact
information,
organization,
notification
addresses
Virtual Machine
Manager
Virtual Machines
and Virtual Machine
Template
Configuration Items
Service Manager connectors facilitate System Center and Exchange connectivity for CI data
and notifications.
Orchestrator Integration Packs facilitate automating activities across System Center, LOB and
3rd Party management tools.

6. Service Manager
Data WarehouseOrchestrator
Service
Manager
Virtual Machine Manager
Operations Manager
Configuration Manager
Active Directory
Notifications via Exchange
LOB
3rd Party Management Tools
Inbound to System Center
Bi-directional from Orchestrator
Bi-Directional for notifications/reporting
Bi-directional run book integration
Configuration Items and Automation Data populated into CMDBAutomation commands issued to System Center, 3rd Party tools and Line of Business ApplicationsInbound and outbound notifications and ReportingBi-directional Connector for automation activities and executing automation workflows

7. Configuring Connectors in Service Manager

8. “Whitelisting” Additional Classes for the SCOM CI
Connector

9. Automated Service Delivery
Architecture
1
4
2
3
5
6

10. Action
Request
Collect Validate Record Execute

11. Building a Simple, Powerful and Effective
Service and Request Offering

13. IMPORT BUILD PUBLISH
1 2 3
INVOKE
MONITOR 5
6
CREATE
4
Import Deploy VM
Runbook & Data
Build „New VM‟
Request Offering
Publish „New
VM‟ to Service
Catalog
Create a „New VM‟
Request
Invoke
Deploy VM
Runbook
Monitor for New VM
Created and Deployed

14. •
•
•
•
•
•

15. • Request Offerings
• Offering that Consumers request
using the Service Catalog
• Based on a template
• Creates a Service Request or
Incident
• Defines user prompts for data
input
• Defines mapping of user
responses to properties

16. • Service Offerings
• Container used to identify and
classify standard IT services
• Contains one or more request
offerings
• Consistent display of service-
related details including:
•
•
•

17. •
•
•
•
Private Cloud Offerings
Enterprise LOB App Offerings
VDI Offerings
Development of Offerings

18. •
•
•
•
•

19. •
•
•
•

20. View status in
work item forms
Easily link over to
Orchestrator
console to view
detailed status
Retry failed
runbooks
ORCHESTRATOR
Detailed status
down to activity
level
Historical view of
runbook
execution
Input, output and
runtime variable
data
SELF-SERVICE
PORTAL
Summarized view
of status for
consumer
EMAIL
NOTIFICATIONS
Notify about
progress, failure,
or successful
completion
Rich HTML
formatted emails
with context data
inserted
SERVICE MANAGER

21. Cloud Services Process Management
Pack
Model Extensions &
Views
Project
Capacity Pool
Cost Center
Logical Network
Placement Tag
VIP Template
…
Service Request
Templates
20+ service
request templates
• Provision VMs
• Project creation
• Capacity
management
Automated work
item activity
templates
Service Catalog
Content
20+ request
offerings
Based on service
request templates
Runbooks/Workflows
New runbooks for
Orchestrator and
workflows for
Service Manager
to automate
request offering
fulfillment

22. Configuring Your Self-Service
Virtualization Provisioning Offering

25. Updating User Roles

27.  Key Planning Considerations
 Mapping Requirements to Features
 Building the Cloud Fabric
 Developing Runbook Automation
 Designing Offerings for the Service Catalog
 Delivering an Optimal Self-Service Experience
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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
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