System Center Ürün Bileşenleri ile ITIL Süreçleri Arasındaki İlişki
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The document provides an overview of how the System Center 2012 suite products support various processes from the Information Technology Infrastructure Library (ITIL) framework. It describes how products like Operations Manager, Virtual Machine Manager, Service Manager, and Orchestrator directly enable or support processes in the six ITIL domains of Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement.
System Center Ürün Bileşenleri ile ITIL Süreçleri Arasındaki İlişki
- 1. Mapping System Center Products to ITIL Shawn LaBelle Solutions Architect Microsoft Corporation
- 2. 1/16/2014 1 Overview of System Center 2012 suite products 2 Agenda Agenda Support of System Center 2012 suite for ITIL 2
- 3. Section 1: Overview of System Center 2012 Suite 1/16/2014 3
- 4. • Monitor server performance, raising alerts when performance counters exceed or fall below specific thresholds • Monitor service, application, server, and network device diagnostic information Monitor heterogeneous environments with computers running Windows, UNIX, and Linux OSs • Monitor services and applications across traditional deployments, as well as private and public clouds • 1/16/2014 Monitor service, application, server, and network device availability • Operations Manager 2012 • View service and application dependency information across multiple locations, including both public and private clouds 4
- 5. Configuration Manager 2012 • • • • • • • • • 1/16/2014 Deploy customized server and client OSs Deploy Microsoft and third-party applications to Configuration Manager clients Deploy software updates for Microsoft OSs and applications, as well as deploy updates to third-party applications Generate an inventory of all hardware devices installed on Configuration Manager clients Generate an inventory of the software configuration of Configuration Manager clients Determine how often specific applications deployed to clients are actually being used, through software metering Determine if the configuration of Configuration Manager clients meets a particular baseline, including application version, update installation, registry key settings, and the presence of specific files Deploy and manage endpoint protection, including anti-malware and firewall configuration, through System Center Endpoint Protection 2012 Improve mobile device management, including management of devices running iOS and Android 5
- 6. Provides Enterprise backup solution • Ensure reliable backup and recovery of Microsoft workloads • Back up third-party applications as long as there's an appropriate Volume Shadow Copy Services (VSS) writer • Provide remote client backup and Hyper-V item-level recovery Manage multiple DPM 2012 servers through a single Operations Manager 2012 console. • Provides comprehensive reporting • 1/16/2014 • • Data Protection Manager 2012 Enables granularity with permissions through RBAC 6
- 7. • Create and manage clouds, services, host groups, and VMs • Manage third-party hypervisors, including Xen and VMware • Perform live physical-to-virtual migrations • Perform live VM migration from one hypervisor to another • Rapidly provision VMs based on templates Leverage intelligent workload placement based on target hypervisor capacity and performance load • Manage virtual network and storage pools • Use the Server Application Virtualization (App-V) feature to simplify deploying server applications by creating a portable server application image • 1/16/2014 Manage VMs across multiple hypervisors • Virtual Machine Manager 2012 • Define multi-tier services that consist of VMs and applications, and then deploy them to the fabric as simply as you would a traditional VM template in earlier versions of VMM 7
- 8. Provides a unified console to manage public clouds and private clouds, as well as cloud-based virtual machines and services • Configure self-service management of applications hosted on both public and private clouds Delegate role-based views and control of your organization's VMM 2012 private cloud services and Windows Azure services • Migrate cloud-based applications between private and public clouds • 1/16/2014 • • App Controller 2012 Provides a web-based self-service portal to spin up cloud-based applications based on a library of templates for services that have predefined configuration values 8
- 9. • Service Manager 2012 • • • • • • • • • • • 1/16/2014 Provides an integrated platform for automating IT service management best practices, such as those found in Microsoft Operations Framework (MOF) and Information Technology Infrastructure Library (ITIL) Provides built-in processes for incident, problem, change, configuration, and release management, as well as request fulfilment Populates a useable Configuration Management Data Base (CMDB) automatically from Active Directory, ConfigMgr, OpsMgr and other sources Automatically populate a service desk job with diagnostic and configuration information Track job resolution against differing service level agreements (SLAs) to determine if your service desk is meeting its targets Leverage SQL Server Reporting Services (SSRS) and Analytic Services to generate sophisticated reports on the problems resolved by the IT service desk Track specific unit costs for storage, network, and compute resources in private cloud scenarios Integrate with Operations Manager to automatically log service desk jobs and notify the appropriate staff when Operations Manager raises an alert Configure service request types to be processed after approval is given by appropriate personnel Integrate with Configuration Manager to allow self-service software deployment and monitoring for baseline compliance Integrate with VMM to allow sophisticated self-service VM deployment Utilize Service Catalog and with self-service request functionality through a web-based portal 9
- 10. Orchestrator 2012 Provides orchestration, integration, and automation of IT processes through the creation of runbooks • Automate and integrate System Center suite • Drag-and-drop interface for building automation sequences without the complexity of creating elaborate scripts • Provides integration packs (collections of discrete tasks for products Orchestrator can integrate) • Provided for the creation of integration packs by customers and third party vendors • 1/16/2014 • Direct integration with Service Manager provides leveraging of runbooks within Service Manager capabilities 10
- 11. Section 2: ITIL support from the System Center 2012 Suite 1/16/2014 11
- 12. ITIL Edition 2011 Components Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Strategy Management for IT Services Design Coordination Transition Planning and Support Event Management The 7 Step Improvement Process Service Portfolio Management Service Catalog Management Change Management Incident Management Financial Management for IT Services Service Level Management Service Asset and Config Management Request Fulfilment Demand Management Availability Management Release & Deployment Management Problem Management Business Relationship Management Capacity Management Service Validation and Testing Access Management IT Service Continuity Management Change Evaluation Service Desk Information Security Management Knowledge Management Technical Management IT Operations Management Supplier Management Application Management 1/16/2014 Governance Processes Operational Processes Functions 12
- 13. ITIL Processes Strategy Mgt for IT Services Service Portfolio Management Financial Management Demand Management Business Relationship Mgt Seven-Step Improvement Process Event Management Request Fulfillment Incident Management Problem Management Access Management Design Coordination Service Catalog Management Capacity Management Availability Management Service Level Management Information Security Management IT Service Continuity Management Supplier Management Transition Planning and Support Change Management Service Asset and Configuration Mgt Validation and Testing Management Release and Deployment Management Evaluation Management Service Knowledge Management
- 14. Service Strategy Strategy Management for IT Services Define and maintain perspective, position, pl ans and patterns for services 1/16/2014 Supports: • Suite provides metrics, data and reporting for decision making 14
- 15. Service Strategy Business Relationship Management Provide links between the service provide and customers at the strategic and tactical levels 1/16/2014 Supports: • Suite provides metrics, data and reporting for discussions with customers and awareness of current state of services 15
- 16. Service Strategy Financial Management Manage budgeting, accountin g, and charging requirements Direct: • Service Manager/VMM: Provides cloud chargeback and tracking capabilities Supports: • Suite provides metrics, data and reporting for financial decision making 1/16/2014 16
- 17. Service Strategy Demand Management Understanding demand and influencing it Direct: • Service Manager/VMM: provides cloud charge-back capabilities to manage demand Supports: • Suite provides metrics, data and reporting for decision making 1/16/2014 17
- 18. Service Strategy Service Portfolio Management Decide on a strategy to serve customers, and to develop the service provider's offerings and capabilities 1/16/2014 Supports: • Suite provides metrics, data and reporting for decision making 18
- 19. Service Design Service Catalog Management Provide a single, consistent source of information on all of the agreed services 1/16/2014 Direct: • Service Manager: provides a web-based service catalog directly supporting self-service request fulfilment • Orchestrator: automates request fulfilment within Service Catalog 19
- 20. Service Design Capacity Management Match and manage the capacity of IT to agreed business Demands Direct: • • • • • OpsMgr: Monitors capacity levels VMM: Increase/decrease VM capacity quickly Orchestrator – can monitor alerts and orchestrate capacity modifications via rest of Suite (e.g., Alert triggers Orchestrator to generate and configure an additional VM with SC Suite: VMM – ConfigMgr – DPM - OpsMgr) ConfigMgr: Software metering and inventory provide capacity data and the ability to deploy capacity App Controller: Provides self-service user cloud capacity modifications Supports: • 1/16/2014 Suite provides metrics, data and reporting for decision making 20
- 21. Service Design Availability Management Ensure that availability targets in all areas are measured and Achieved Direct: • • • • • OpsMgr: Monitors availability levels VMM: Provides availability alternatives with quick VM generation Orchestrator – can monitor availability alerts and orchestrate capacity modifications via rest of Suite (e.g., Alert triggers Orchestrator to generate and configure an additional VM with SC Suite: VMM – ConfigMgr – DPM OpsMgr) App Controller: Provides self-service user cloud capacity modifications to address availability needs DPM: Provides backup/recovery options Supports: • 1/16/2014 Suite provides metrics, data and reporting for decision making 21
- 22. Service Design Design Coordination Supports: • Suite provides metrics, data and reporting for decision making in management of coordination Provide and maintain a single point of coordination and control for all activities and processes 1/16/2014 22
- 23. Service Design Service Level Management Agrees, documents, a nd monitors appropriate IT service targets with the business 1/16/2014 Direct: • • Service Manager: provides SLA definition and monitoring against targets set for incident resolution and request fulfillment OpsMgr: Monitors availability levels for SLAs Supports: • Suite provides metrics, data and reporting for decision making, negotiations, and monitoring of service levels 23
- 24. Service Design Information Security Management Align IT security with business security and ensure that information security is effectively managed 1/16/2014 Direct: • End-point protection: provided anti-malware and firewall configuration Supports: • • Suite provides standard role-based access for all components Suite provides monitoring, management of devices, metrics, data and reporting for security activities 24
- 25. Service Design IT Service Continuity Management Manage and maintain the appropriate ongoing recovery capability Direct: • • • • Supports: • 1/16/2014 OpsMgr: Monitors availability levels for ITSCM-level events DPM: Provides backup/recovery options VMM: Provides management of multiple VM platforms for ITSCM planning and execution alternatives Orchestrator – can monitor availability alerts and orchestrate failover activities Suite provides device management, metrics, data and reporting for planning and execution of ITSCM plans 25
- 26. Service Design Supplier Management Supports: • Suite provides metrics, data and reporting for planning and decision making Ensure that suppliers and their services are managed to support IT service targets 1/16/2014 26
- 27. Service Transition Transition Planning and Support Supports: • Suite provides metrics, data and reporting for planning and decision making Provide overall planning for service transitions and to coordinate resources required 1/16/2014 27
- 28. Service Transition Change Management Ensures that changes are recorded, evaluated, a uthorized, prioritized, planned, tested, imple mented, documented and reviewed in a controlled manner Direct: • • Service Manager: Provides an IT Service Management (ITSM) platform built upon the good practices articulated within ITIL and MOF. This includes templates, forms, workflows and notifications to enable change management process activities. Service Manager is fully integrated into change management enabling features of the remaining suite (e.g., software delivery and updating in ConfigMgr) Orchestrator – can be used to automate activities defined and controlled within Service Manager Supports: • 1/16/2014 Suite provides device management, metrics, data and reporting for planning, decision-making and execution of 28
- 29. Service Transition Service Asset and Configuration Management Provide accurate information and control across all assets and relationships that make up an organization’s infrastructure 1/16/2014 Direct: • • • • Service Manager: provides a Configuration Management Data Base (CMDB) automatically imported from ConfigMgr, OpsMgr and Active Directory – and other possible data sources OpsMgr: provides data for the Service Manager CMDB ConfigMgr: - Provides data for the Service Manager CMDB - Provides known-state inventory and device management - Provides baseline compliance monitoring and reporting Orchestrator: – provides method to import other data sources into the CMDB 29
- 30. Service Transition Validation and Testing Management Provide objective evidence that the new/changed service supports business requirements Direct: • • Supports: • • • 1/16/2014 VMM: Provides for management of a virtual testing environment – both private and public cloud Orchestrator – provides testing-process automation capabilities OpsMgr: provides monitoring capabilities within the lab environment ConfigMgr: provides device management capabilities within a lab environment Suite provides metrics, data and reporting for validation and testing 30
- 31. Service Transition Release and Deployment Management Assemble and position all aspects of services into production and establish effective use Direct: • • Supports: • 1/16/2014 ConfigMgr: provides deployment capability for server and client OSs, as well as applications and updates to Configuration Manager clients. Also provides known-state inventory for release planning. Orchestrator – provides process automation capabilities for complex deployments Suite provides monitoring, metrics, data and reporting for planning and execution of release and deployment plans 31
- 32. Service Transition Evaluation Management Ensure that a service will be useful, and continue to be relevant by establishing metrics and measurement techniques 1/16/2014 Supports: • Suite provides device management, monitoring, metrics, data and reporting for Evaluation Management activities 32
- 33. Service Operation Event Management Detect and analyze events and determine the appropriate process for dealing with them 1/16/2014 Direct: • OpsMgr: provides monitoring and alerting capability for service, application, server, and network device availability on computers running Windows, UNIX, and Linux OSs • Orchestrator: can monitor availability alerts and orchestrate response activities to take action 33
- 34. Service Operation Request Fulfilment Enable users to be aware of, request and receive standard services; assist with general information, complaint s and comments 1/16/2014 Direct: • • Service Manager: provides for direct service request creation capability from the Service Manager console as well as self-service request fulfilment via a web-based portal tied to a Service Catalog Orchestrator: provides automation enablement for service requests 34
- 35. Service Operation Access Management Provide rights for users to access a service or group of services, while preventing access to non-authorized users 1/16/2014 Direct: • Orchestrator: provides automation capabilities to perform Access Management tasks Supports: • • Suite provides standard role-based access controls for all components Suite provides monitoring, management of devices, metrics, data and reporting to enable Access Management activities 35
- 36. Service Operation Incident Management Restore normal service as quickly as possible, and minimize the adverse impact on business operations Direct: • • Service Manager: Provides an IT Service Management (ITSM) platform built upon the good practices articulated within ITIL and MOF. This includes templates, forms, workflows and notifications to enable Incident Management process activities. Orchestrator – can be used to automate incident activities defined and controlled within Service Manager Supports: • 1/16/2014 Suite provides CMDB population of Service Manager to support relationship identification and documentation for Incident Management activities. 36
- 37. Service Operation Problem Management Diagnose causes of incidents, determine and implement resolution. Also proactively prevent problems Direct: • • Supports: • 1/16/2014 Service Manager: Provides an IT Service Management (ITSM) platform built upon the good practices articulated within ITIL and MOF. This includes templates, forms, workflows and notifications to enable Problem Management process activities. Orchestrator – can be used to automate Problem resolution activities Suite provides CMDB population of Service Manager to support relationship identification and documentation for Problem Management activities. 37
- 38. Continual Service Improvement Seven Step Improvement Model Define and manage the steps needed to identify, define, gather, process, analyze, present and implement improvements 1/16/2014 Supports: • Suite provides management, metrics, data and reporting for planning and execution of Continual Service Improvement Activities 38
- 39. ITIL Functions Service Desk Direct: • Technical Management Service Manager: Provides an IT Service Management (ITSM) platform built upon the good practices articulated within ITIL and MOF. This includes templates, forms, workflows and notifications to enable Service Desk activities. Orchestrator – can be used to automate both Service Desk Request Fulfilment activities, as well as many repetitive Management Function activities IT Operations Management Application Management 1/16/2014 • Supports: • Full System Center Suite provides monitoring and management tooling, metrics, data and reporting for all ITIL Functions 39
- 40. Contact Shawn LaBelle Architect Shawnlab@Microsoft.com © 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or 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 THIS PRESENTATION
Editor's Notes
- #2: These are the ITIL v3 processes.