1. SINGAPORE
INFRASTRUCTURE, ADVANCED
Maarten Goet
System Center MVP, The Netherlands
Self-Service
Private Cloud
management
through
integrated
processes
with Service
Manager 2012

2. Agenda
Introduction
IT Service Management for the Cloud
ITSM from the perspective of the ..
– Business User (cloud consumer)
– Datacenter Admin (service provider)
Summary
Questions
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

3. IT Service Management for the Cloud
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

4. Taxonomy of Cloud Services
Infrastructure Platform Software
(On-Premise) (as a Service) (as a Service) (as a Service)
You manage
Applications Applications Applications Applications
Data You manage Data Data Data
Runtime Runtime Runtime Runtime
Other Manages
Middleware Middleware Middleware Middleware
You manage
Other Manages
O/S O/S O/S O/S
Virtualization Virtualization Virtualization Virtualization
Other Manages
Servers Servers Servers Servers
Storage Storage Storage Storage
Networking Networking Networking Networking
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

5. Pay no attention to the
Man Behind the Curtain
 As you move up the stack, what you are responsible for
lessens and trust in others increases
 Consumers
– Consumer agrees SLA with the Service Provider for the solution
components that they are not responsible for
 Service Provider
– Provides “IT as a Service” to the consumer, key requirements are
standardization, self-service, automation and compliance
– ITSM key to enabling the Service Provider to deliver to SLA
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

6. Achieving IT as a Service objectives
Automation
MOF
ITaaS Objectives
Self-Service Reduce Costs
Increase Service Levels
ITIL Faster Time to Delivery
Provide More Data
Standardisation More Transparency
Compliance
COBIT
Compliance
Process Design Implementation
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

7. IT Service Management for the ..
.. Business User (cloud consumer)
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

8. Business Datacenter Admin
“Service Consumer” “Service Provider”

9. Deliver Business Value
Business
“Service Consumer”

10. IT Service Management for the ..
.. Datacenter Admin (service provider)
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

11. Business Datacenter Admin
“Service Consumer” “Service Provider”

12. Providing IT as a Service
Datacenter Admin
“Service Provider”

13. Cloud Fabric Management
System Center 2012
DEMONSTRATION
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

14. Typical requests
Capability Description
Request New Cloud Request creation of a new cloud
Request New Establish quotas, establish cost/chargeback model and service level
“Service Package” agreements for specific groups of users
Request New VM Allow user to request creation of one or more virtual machines in a given
(from template) cloud
Retire/extend expiry of a Allow user to extend the time in which a given virtual machine or service
virtual machine or service is available
New Service Request the deployment of an standard (pre-configured) service into a
(from template) cloud using a VMM service template and configuration
Request deployment of a Request the deployment of a new service
New Service
Request Access Request access to a cloud, virtual machine or service (essentially add user
to AD group)
Request update to Request configuration change or update for an existing VM, Service or
service/VM/cloud Cloud
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

15. System Center 2012
supporting the customer
Service Catalog
Self-service Portal
– Request New Virtual Machine
– Request access to existing cloud based resources
– Request extension for virtual machines and services
– Request configuration change
Workflow automation
Approvals and Notifications
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

16. Service Manager enables Self Service
Reports &
Dashboards
E-Mail &
Portal Other Clients
Excel
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

17. Creating a Service Request
 SCSM 2012 Service Request Portal allows user to select
what they need from a Catalog, indicates cost, expected
time to delivery and agreed SLA
– Administrators or privileged users will always be able to
create virtual machines and services outside of the Service
Request functionality
 All new virtual machines will be discovered by SCOM
and appear in the SCSM console after synchronisation
 A report can be used to list the services and virtual
machines for which there is no corresponding change
request
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

18. Approval
The administrator can vary the approval process
according to a wide range of different parameters,
examples include:
– Who is making the request
– The cloud or environment into which it is to be
deployed
– The virtual machine or service template that is being
used
Standard requests with minimal business impact
can be delegated to line manager or automatically
approved
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

19. Deployment
 For virtual machines, the service request will capture all
of the information necessary for deployment
 For services, administrators or privileged users will
customize service configuration prior to deployment
– The service request will outline what is needed “I want the
CRM system in the marketing cloud, the hours of operation
are… “
– The administrator will determine the configuration settings,
number of servers that should be initially deployed (or can
scale to) etc.
 Further approval may be required other types of request
– Deployment may also be authorized to occur on a specific
date or time
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

20. Providing IT as a Service
Self-service capability for the consumer
Standardization in terms of the services available
to consumers
Using automation wherever possible to reduce
costs, improve efficiency and ensure consistency
ITSM for the Private Cloud Fabric
Governance, Risk and Compliance (GRC)
…All of which drive Service Level Agreements (SLA)
and the level of service that can be provided to the
consumer
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

22. 22

23. 23

29. Service Catalog demonstration
Request a service
DEMONSTRATION
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

30. System Center 2012
supporting the service provider
Service Catalog Definition
Workflow automation
Integrated CMDB
Service Level Management
Change and Release Management
Integrated Incident Ticketing
Datacenter Reporting
Governance, Risk and Compliance (*)
(*) via GRC Management Pack (downloadable solution accelerator)
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

31. Providing IT as a Service
Need to understand the business processes
– Who is able to make the request
– What information is needed for each request and how
it is used
– How the request is approved and who is involved in the
processes
– What happens once the request is approved
Capture the manual components of this process in
a SCSM Service Request Template
Create System Center Orchestrator 2012 run books
to support the elements of the processes that can
be automated
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

32. DW Portal: Role-based Access, Self Service
PRESENTATION
Service Catalog: Service and Request Offerings
IT Service Offerings
CMDB
Models / Objects: Request Processing:
DATA
Quota, Access, Costs, Business Business process WF engine Notifications
Templates, VMs, Events
CMDB enables
Services, Clouds, Subscriptions Request Processes
WI activities Approvals
standardisation
Runbooks Monitor Invoke
and compliance
WORKFLOW
Orchestrator: IT process drive automation
Request processes
Connectors automationAutomation Run
books
Integration Packs
Other IT
OM VMM Systems
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

33. CMDB enables standardization
Service & Request Offerings 1. Connectors import
4 VMM cloud objects,
VMM templates and
SLA Private Cloud Applications Users SCO runbooks
Knowledge VM Service Access 2. SM templates
Provisioning Provisioning Requests capture business
Schedule
process and the role
Request Fix for Request Quota
Request Cloud of runbooks within
5 Cost Service Increase
the process
User Roles
Business Process 3. Models and
defaults standardise
2 Data and Process Templates
3 Self service models and offerings
(standardised configurations) defaults 4. Specify interaction
Review Runbook Email with users – create
(Quotas, access tiers, costs) questions and map to
Review Runbook Email Work Items
CMDB data
Review Runbook Email Review Runbook Email
5. Configure access
roles to the offerings
1 CMDB Objects
Data Sources
(OM, AD, VMM,
Runbooks Clouds Templates Services VMs Fabric Users SCO, CM)
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

34. Workflow: Request Processes Drive Automation
Service Catalog - Request Offering 1. SCO Connector syncs
Runbook data to CMDB
2. Create Runbook
activity with parameters
mapped to properties
3. Create request
3 template which includes
CMDB 4 Runbook activity and is
added to Service Catalog
Request Template
4. User creates SR from
Service Request 5 request offering
5. Runbook invoked
Invoke with user inputs
SCO Web Service
6. SM workflow
monitors RB status
Monitor
SM Runbooks Folder
Runbook Activity SM Runbook Items 6
SCO Runbook
2 SCO SCO Runbook
Connector SCO Runbook
1
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

35. Service Request Templates Request Offering maps User
Service Offerings is a collection of
defines business processes Input to Service Request
requests
Template
Author Author Author
Request Template Request Offerings Service Offerings
Processes defined Dynamic Service
here drives Request Form Catalog Portal
automation on the Portal home page
Request triggers Workflows, Role-based
approvals, notifications as defined access
by processes in templates
Integrated CMDB
Runbooks Clouds Templates Services VMs Fabric Users
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

36. Scenario: automated Self Service requests
Import Configure Request Service Runbook Service
Runbooks Request Service Request Invoked Request
Offering Created Completed
SM Admin End User
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

37. Service Catalog demonstration
Defining a request
DEMONSTRATION
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

38. Managing Data
• Reduce downtime, lower time to resolution
Center Services • Improve reliability
• Make it easier to manage compliance and risk
• Provide Service within agreed SLA
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

39. System Center 2012
an altogether better solution
 When an issue is detected on VM Host Server (either platform)
– SCOM automatically creates an alert
 SCSM automatically creates an Incident in response to this alert
– SCO runs a standard set of diagnostics and automatically updates the
incident with those results
– Helpdesk analyst notified by email and takes ownership of the incident
– Investigates / determines that a change needs to be made to the host
 Creates Change Request in SCSM
– Approver(s) receive notification
– Review and approve change request through SCSM Portal
– SCO executes Runbook, suspends monitoring, arranges for fix to be
applied and reinstates monitoring once system ready
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

40. Summary
System Center 2012 makes a compelling
integrated solution for Cloud Management
– Able to support differing business needs and
requirements
– Provide powerful features and functionality which
support the needs of the consumer as well as the
service provider
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

41. Enroll in Microsoft Virtual Acadamy today
Why Enroll, other than it being free?
The MVA helps improve your IT skill set and advance your career with a free, easy to access
training portal that allows you to learn at your own pace, focusing on Microsoft
technologies.
What Do I get for enrolment?
► Free training to make you become the Cloud-Hero in my Organization
► Help mastering your Training Path and get the recognition
► Connect with other IT Pros and discuss The Cloud
Where do I Enrol?
www.microsoftvirtualacademy.com
Then tell us what you think. TellTheDean@microsoft.com
Self-Service Private Cloud management with System Center Service Manager 2012
INFRASTRUCTURE, ADVANCED // Maarten Goet // System Center MVP, The Netherlands

42. Thank You! Questions?
Maarten Goet
System Center MVP, The Netherlands