MS TechDays 2011 - Self-Service Private Cloud Management through Integrated Processes with Service Manager 2012
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This document discusses using System Center Service Manager 2012 to enable self-service private cloud management. It provides an overview of IT service management for the cloud and how ITSM can support both business users and datacenter administrators. It demonstrates how Service Manager can be used to define service catalogs, automate request workflows using Orchestrator runbooks, and integrate with other System Center products like Virtual Machine Manager to deploy virtual machines and services. The goal is to provide IT as a service and enable self-service provisioning and management of cloud resources through standardized and automated processes.
MS TechDays 2011 - Self-Service Private Cloud Management through Integrated Processes with Service Manager 2012
- 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
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- 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
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- 42. Thank You! Questions? Maarten Goet System Center MVP, The Netherlands