An older (online) presentation I've given for Microsoft on service delivery and automation using Microsoft System Center Service Manager and Orchestrator.

1. Ronnie Isherwood
Independent Consultant
Service Delivery & Automation
Configure & Deploy

2. Agenda
Introduction
Standardization
Service Offering
Request Offerings
Process Automation
Self Service
Controlled Empowerment
Role Based
Simplified Portal
Systems Automation
Next Steps
Q&A

3. Flexibility with delegation
and control
Applications self-service across clouds
Physical, virtual, and cloud
management
Cloud & Datacenter Management
PREDICTABLE APPLICATIONS
PRODUCTIVE
INFRASTRUCTURE
YOUR CLOUD
Heterogeneous support
Process automation
Self-service infrastructure
Deep application monitoring
and diagnosis
Comprehensive application
manageability
Service-centric approach
Heterogeneous support
Process automation
Self-service infrastructure
Deep application monitoring
and diagnosis
Comprehensive application
manageability
Service-centric approach
Flexibility with delegation
and control
Applications self-service across clouds
Physical, virtual, and cloud
management

4. Self Service
Service
Delivery &
Automation
Deliver IT as a Service
Deploy
Configure
Service
Model
DC
Admin
Operate
Monitor
Virtual Machine Manager
Operations Manager
App Controller
Service Manager Service Manager
Orchestrator
Configuration Manager
Application Management Service Delivery & Automation Infrastructure Management
Data Protection Manager
App
Owner

5. Delivering IT Services Consistently
Service
Consumer
Service
Provider
Self Service
Automation
Processes
Systems
Standardization

6. Third party
management
tools
Service catalog Templates
Workflows
CMDB
WorkItems
Configuration
Items
Knowledge
Reporting and data
warehousing
Self Service
Standardization
Automation
EmailMobile Portal
Release
Management
Self-Service Incident
Management
IT GRCOperations
Management
Change
Management
Configure and Deploy Service Delivery and Automation

7. AUTOMATED REQUEST FULFILLMENT IN SIX
STEPS
1 2 3
INVOKE
MONITOR 5
6
CREATE
Import deploy VM
runbook and 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
4

8. Scenario: Automated Self-Service Cloud Requests
Service Provider Consumer
Import
Runbooks
Configure
Request Offering
Publish to
Service Catalog
Request Private
Cloud Capacity
Provisioning
Runbook Invoked
Monitor for Private
Cloud capacity Created
and Deployed

9. CONFIGURE AND DEPLOY SERVICE DELIVERY AND AUTOMATION
STANDARDIZATION SELF-SERVICE AUTOMATION
Give consumers of IT services the
ability to identify, access, and
request services as needed.
Controlled empowerment.
Request offerings displayed based on
user role.
Intuitive, easy-to-navigate portal.
Automate the service processes
and systems necessary to the
fulfillment of consumer requests.
Automate routing of requests for
approval and notification.
Automate provisioning of the service
request.
Standardize the services provided
by IT to consumers.
Define the services to be offered.
Define the request offerings that will
be contained within a service offering.
Identify who needs to be involved
(approvals, notifications, fulfillment).

10. STANDARDIZATION

11. ProcessesRequest Template
Standardize Offerings
SERVICE OFFERINGS REQUEST OFFERINGS AUTOMATION
Define the services that IT will
deliver to its consumers.
Specify requests available for each
service and what information will be
required to fulfill each request.
Define the supporting organizational
activities needed to deliver on the
request and ensure traceability and
compliance.
Cloud
services
Server
services
Storage
services
Request to
extend VM
Decommission
VMs
Request new VM
Cost and SLA
information
Knowledge articles
Input values
Assignment
Notification
Approval
PUBLISHED TO THE SERVICE CATALOG
Systems automation

12. • Work Item used to identify and
classify standard IT services
• Contains one or more Request
Offerings
• Consistent delivery of service-
related details including:
• Knowledge articles
• Service level agreement information
• Cost and chargeback–related
information
Service Offering

13. • Offering created by IT service provider
that consumers access and complete
form from the Service Catalog
• Related to a Service Request
• Contains user prompts for input data
• Free text entry
• List
• Query-based list
• True/False
• Maps user prompts to default values
and activity automation activities
Request Offerings

14. • Set up up classification for Service
Requests
• Invoke workflow rules to route requests
for immediate action
• Link to process automation such as
assignment and notification
• Map user prompts to Request properties
that automatically populate run book
activity variables
Classifications
Routing
Process Automation
Notifications
Run books
Reporting
Automation

15. AUTOMATED REQUEST FULFILLMENT IN SIX
STEPS
1 2 3
INVOKE
MONITOR 5
6
CREATE
4Import deploy VM
runbook and 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

16. Demo
Drive Consistent Service Delivery with
Service Manager & Orchestrator

17. SELF SERVICE
Service Manager

18. Self Service through Service Catalog
CONTROLLED EMPOWERMENT ROLE-BASED SIMPLIFIED PORTAL
Translate business language into IT
language. Requests are defined to
capture information required to fulfill
the specific request manually or via
automation.
Offerings are delivered based on
user’s role in the organization.
Service catalog designed for easy
navigation.

19. Controlled Empowerment
Provider-published and user-initiated
Expresses IT requests in business
language
Consistent delivery of service each time,
every time
Enables consumer to choose what level
of service + cost they want

20. Role-Based
User sees offerings based on their
role
Dynamic: User role mapped to a
Service Manager group within
Active Directory
Private Cloud Offerings
Enterprise LOB App Offerings
VDI Offerings
Development Offerings

21. Simplified Portal
Easy to use Portal
• Silverlight web parts hosted in SharePoint Foundation
2010 or higher
• Customizable out-of-box web parts using SharePoint
admin tools
• Extensible via custom web parts
Portal features
• Customizable, dynamic Forms

22. Automated Request Offering in Six Steps
IMPORT BUILD PUBLISH
1 2 3
INVOKE
MONITOR 5
6
CREATE
4

23. CLOUD SERVICES PROCESS MANAGEMENT PACK
MODEL EXTENSIONS AND
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

24. Service ProviderProject User
Project Admin
SC 2012 + CLOUD SERVICES PROCESS PACK– PROCESS FLOW
Import CSPP
Process Pack;
Configure and Publish
IaaS Offerings
(Project, Capacity, VM)
2
Operations
Manager
Orchestrator
App Controller
Service
Manager
Virtual Machine
Manager
SMPortal
Request a VM8
Access
capacity
7 Access VMs12
Invoke Orchestrator
runbook to create VMs
10
Create VM11
Approve VM
request
9
Req capacity
for a project5
Request project3
Configure
connector
2
Assign capacity
and approve request7Approve
Project4
Configure and
manage fabric
1 Provision
capacity6
KEY
Enabled with CSPP System Center
Role Manual Action
SM Console

25. CLOUD SERVICES PROCESS PACK FEATURES
Service Catalog Request Offerings:
Create/update project
Create/update capacity pool
Create/update VM’s
Decommission – project/capacity pool/VM
Deploy service
Request for Service Deployment
Chargeback
Reports
28

26. AUTOMATED REQUEST FULFILLMENT IN 6 STEPS
1 2 3
INVOKE
MONITOR 5
6
CREATE
Import deploy VM
runbook and 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
CREATE
4

27. AUTOMATION
Service Manager Orchestrator

28. Automation
PROCESS AUTOMATION SYSTEM AUTOMATION
Assignments & Notifications
Approvals
Orchestration
Integration
Request Approval Fulfillment

29. Integration
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

30. Connector Framework Integration – Configuration Item Visibility
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.

31. Automation Concepts
ACTIVITIES
Intelligent tasks
that perform
defined actions
RUNBOOKS
System level
workflows that
execute a series
of linked activities
DATABUS
Used to publish
and consume
information as a
runbook executes
STANDARD ACTIVITIES
A rich set of Out-
Of-Box activities
Invoke Web
Services
Compare
Values
Send e-mail
Query
Database
Run .Net
Script
Get Server ID
from DPM
Get Data
Sources
Create Recovery
Point
Create
Incident
Create
Checkpoint
Start Maint
Mode
Shut Down
VM
E-mail on
error
Update on
success
Return Data Check
Schedule

32. Building Automation - Runbook Designer
• Easy authoring and debugging
– Drag and drop, Visio-like authoring, nested
Runbooks, built in features like looping and
branching.
• Databus
– Abstracts developer-level complexity from the
runbook author and enables hub-and-spoke
integration model
• 20+ Integration Packs (IPs) for System
Center, Microsoft and third party
management tools

33. Building Automation - Runbook Designer
Standard Activities to support delivery of Private
Cloud offerings.
– Run system commands
– Perform schedule-based activities
– Monitor processes or system level alerts
– Manage file interactions such as copying and moving
files
– Send e-mail notifications
– Support other notification types
– Search for or modify data within a workflow
– Manipulate text files
– Manage workflows

34. Building Automation – Build your own integration
Build and distribute your own Integrations
Use the Quick Integration Kit (QIK) command
line interface (CLI)
Wizard based GUI
Wraps command, program, SSH and
PowerShell executions into activities
Or leverage the QIK software development
kit
No wizard, no GUI
Use .NET or Java IDEs to compile DLL or JAR
resource files

35. Building Automation – Build your own integration
Exposes Orchestrator runtime functionality
and data
Runbook definitions
Runtime data (instances, status)
Environment data (runbook servers)
Reporting and Analytics
External interface to System Center
Standards Based
RESTful web interface
Uses OData (Open Data Protocol)

36. Building Automation – out of the box
Microsoft Runbook Integration Packs
 System Center 2007 Operations Manager
 System Center 2007 Configuration Manager
 System Center 2010 Service Manager
 System Center 2008 Virtual Machine Manager
 System Center 2010 Data Protection Manager
 System Center 2012 Operations Manager
 System Center 2012 Configuration Manager
 System Center 2012 Service Manager
 System Center 2012 Virtual Machine Manager
 System Center 2012 Data Protection Manager
 Active Directory

37. Automated Datacenter & Private Cloud
Service Catalog
Service Desk
Asset/CMDB
Configuration
Hypervisor
Security
Storage
Server
Network
SelfServiceRequestFulfillment
Configure&DeployApplications
Configure&DeployFabricServices
Configure&DeployInfrastructure
Create Service
Request
Approvals
Create CIs in
CMDB
VMM Admin
Assigned
Admin Creates
Capacity
Select
Hypervisor
Overlay
Security
Assign Storage
Identify Host
for VMs
Assign Switch
and Adapters
CMDB
Updated
Set
Permissions
Requestor
Notified
Service Request
Updated / Closed

38. Automated Request Offering in Six Steps
IMPORT BUILD PUBLISH
1 2 3
INVOKE
MONITOR 5
6
CREATE
4

39. Configure and Deploy Service Delivery and Automation
STANDARDIZATION SELF SERVICE AUTOMATION
Give consumers of IT services the
ability to identify, access and request
services as needed.
Controlled Empowerment
Request offerings displayed based on
user role
Intuitive easy to navigate portal
Automate the service processes and
systems necessary to the fulfillment of
consumer requests
Automate routing of requests for
approval and notification.
Automate provisioning of the service
request
Standardize the services provided
by IT to consumers.
Define the services to be offered
Define the request offerings that will
be contained within a Service Offering
Identify who needs to be involved
(approvals, notifications, fulfillment)

40. Automated Request Offering in Six Steps
IMPORT BUILD PUBLISH
1 2 3
INVOKE
MONITOR 5
6
CREATE
4

41. Scenario: Automated Self-Service Cloud Requests
Service Provider Consumer
Import
Runbooks
Configure
Request Offering
Publish to
Service Catalog
Request Private
Cloud Capacity
Provisioning
Runbook Invoked
Monitor for Private
Cloud capacity Created
and Deployed

42. Next Steps
Demos available:
• Drive Consistent Service Delivery with Service Manager
and Orchestrator
• Provide Resources through Self-Service Requests using
the Service Catalog
• Request and Provision a new Virtual Machine via the
Service Catalog
• Request and Provision a new Web Site via the Service
Catalog
System Center Marketplace:
http://systemcenter.pinpoint.
microsoft.com
Blogs:
http://blogs.technet.com/syst
emcenter
Try Demos in the Lab Section More Resources

43. Next Steps
Courses
Course 10750AB:
• Beta: Monitoring and Operating a Private Cloud with
System Center 2012
Course 10751AB:
• Beta: Configuring and Deploying a Private Cloud with
System Center 2012
Microsoft Private Cloud
Certification Overview
http://www.microsoft.com/le
arning/en/us/certification/cer
t-private-cloud.aspx
Attend the training courses. Get Certified More Resources

44. 24 Hours in a
Private Cloud
Ronnie Isherwood
Independent Consultant
Thank you