IT Pro Webinar Series: Agile Service Management Automation with Service Manager & Orchestrator
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The document presents an overview of agile service management automation using the Service Manager and Orchestrator, emphasizing the importance of integrating and automating service management to address technological advancements. It discusses the Cireson Decision Engine, which enhances workflow capabilities by enabling dynamic decision-making based on user responses during service requests. The presentation outlines the value of automation, enhanced user experiences, and next steps for adopting these solutions in organizations.
IT Pro Webinar Series: Agile Service Management Automation with Service Manager & Orchestrator
- 1. Agile Service Management Automation: Service Manager & Orchestrator/SMA
- 2. Cireson Presentation Team And ready to start today SETH COUSSENS Practice Lead – Cireson Consulting Services Houston, TX CHRIS ROSS Director of Program Management Houston, TX
- 3. Today’s Agenda System Center 2012 Overview Integrated Service Management Building the Core for Automation User Experiences Enhancing Native Capabilities Value of Automation Orchestrator and SMA Cireson Decision Engine Example and Demo Next Steps
- 4. System Center 2012 R2 + Cireson Virtualize, Deploy & Manage Monitor & Manage Service End to End Service Management Data Protection & Recovery Design, Configure & Deploy Service Manager Integration & Process Automation Orchestrator & SMA IaaS
- 5. INTEGRATED SERVICE MANAGEMENT Service Management Service Management is a customer-focused approach to service delivery which crosses organizational boundaries In the age of cloud computing and the coming age of Internet of Things (IoT), Service Management must be easily extensible, integrated and highly automated in order to continue to meet the needs of the business and respond to technological changes and advances
- 6. Third party management tools Service Catalog Templates Workflows CMDB WorkItems Configuration Items Knowledge Reporting and data warehousingSelf Service Standardization Automation EmailMobile Portal Service Management Foundations Building a strong CMDB
- 7. User Experience Interfaces for enterprise user roles and use cases FULL CONSOLE Targeted to key IT support roles: SCSM Administrators Service Desk Analysts Change Managers Asset Managers SELF-SERVICE PORTAL Targeted primarily to end users and “light” IT users: Incident and service request submission Request approval Knowledge search E-MAIL WORKFLOW Enables productivity when not at the keyboard: Incident and request submission and processing Request approval Service level warnings
- 8. Incident & Service Requests Flexible and extensible foundation for core service management functions TEMPLATED Incident and service request templates out of box. Ability to add custom templates. CONFIGURABLE Configure drop-down menus and text field values to match your process. Add custom properties and fields with visual authoring tool. CONNECTED Connectors synchronize hardware items and other relevant info to Service Manager CMDB. Affected assets can be associated to incidents and problems AUTOMATED Automatic ticket creation via connectors, e-mail and orchestration. Automatically close child incidents related to a problem.
- 9. Enhancing Native Capabilities SharePoint-based End User Portal Analyst / Administrator Console E-mail Assignment & Workflow CommonChallenges Assignment to Individual Analysts Choice of Work Item Type Up-front No Web Console for Analysts Visibility into Analyst Workload & Team Performance Cireson offers a number of solutions to enhance the out-of-box user experience: OOB Experience Cireson Enhancements Analyst Portal Self-Service Portal My Active Work Items Outlook Console Lync Integration Preview Pane Remote Manage Tier Watcher Group Assign Affected User Dashboards Action Log Notify
- 10. Learn PowerShell or practice the phrase “Would you like fries with that?” -Don Jones, PowerShell MVP Blue Collar IT vs. White Collar IT Jeffrey Snover, Windows Server Lead Architect, Distinguished Engineer, Father of PowerShell http://www.youtube.com/watch?v=66cYDdmF9u0#t=64
- 11. Value of Automation Lower costs Reduce time to completion Minimize human error Ensure processes are followed and documented Abstract away high security operations
- 12. Configurable & Controlled Translate business language users understand into IT language. Requests can be tailored capture info required for manual or automated fulfillment Role-based Offerings are delivered based on user’s role in the organization Leverages your investment in Active Directory Enables an intuitive and customized self-service experience Simplified Service catalog designed for easy navigation for less technical users Automate high-frequency repeatable tasks Requests can be approved via web or e-mail Self-Service & Automation Service Request Management
- 13. Automation Compared Orchestrator • 32-bit support • PowerShell execution and PowerShell 2/3 support • Single Management Server • Runbook Auditing • Schedule runbooks • Sequential processing • Visual designer Service Management Automation (SMA) • SMA is a component in the Orchestrator setup • Supports requirements for scale and high availability • Import PS modules and create additional modules and runbooks for existing resources or to connect into 3rd party systems (ticketing system, billing system, etc.) • Check out the BuildingClouds Blog for an Introduction to SMA http://aka.ms/IntroToSMA
- 14. A guided tour: Orchestrator & SMA
- 15. SCSM SCOM SCCM AD CSV/LDAP/SQL (Asset Management Information) – Cireson Add In Exchange Connector (E-Mail) Orchestrator SMA – Cireson Add In VMM SCOM SCCM AD SQL/LDAP Exchange (Admin/ User) Static Files (CSV, XML, TXT, etc.) PowerShell v2/v3 and anything potential via PS2/ PS3 VMM PowerShell v4 and anything potential via PS4 Connecting SCORCH & SMA
- 16. Cireson Decision Engine The Problem: Service Manager lacks built in functionality for dynamic workflows that change based upon questions/decisions that are made at required points in the workflow process. Example: Within your ‘Request Computer’ workflow the question must be asked as to whether the user travels or not in order to determine whether they need a laptop or a desktop machine. If the user does not travel, IT must requisition a desktop and follow a separate setup process than if they do travel, where a laptop would be required.
- 17. Cireson Decision Engine Solution: The Cireson Decision engine allows you to use a manual activity within a workflow as a branching decision activity based upon a ‘yes’ or ‘no’ answer to the question posed at that point in the workflow. Before After
- 18. Cireson Decision Engine How It Works The solution is comprised of three customized components Custom extension to Manual Activity class Custom PowerShell workflow run by Orchestrator on Manual Activity updates User created Sequential Activity templates
- 19. Cireson Decision Engine How It Works (cont) Process User creates a set of SA templates that use a specific naming convention to identify the workflow they pertain to and the stage in the process where they should be applied User then creates a regular SR workflow that contains the root SA template where they require a decision Once the workflow hits that stage in the process, the Analyst can answer the question posed by the activity as ‘yes’ or ‘no’ Based on that response the corresponding SA template containing the new set of activities will be appended to the existing SA
- 20. Cireson Decision Engine Pros Provides decision functionality Can be added to and expanded by the user without PS/Scorch skills Very low overhead Can be easily removed if necessary without issues Cons No ability to answer the question through Cireson Portal (Yet!) Activity must be active for the workflow to run and work against it, so if the Analyst completes the activity when setting the decision it will not work (custom class will solve this problem) User customizable template design can become complicated/confusing for large workflows with large numbers of decisions
- 22. Next Steps Summary Service Management must cross Organizational Boundaries and be highly automated Agile automation is required for operational success Agile Service Management is the result of the above Summary & Call to Action
- 23. Next Steps Call to Action Learn more on Orchestrator and SMA with Microsoft Virtual Academy Reach out to your Cireson Account Executive or your preferred partner (SI/LAR) to obtain the Cireson Decision Engine for your own use! P.S. It’s Free! Learn more about the Cireson SMA Connector here: http://cireson.com/apps/sma-connector/ Learn more about how Cireson uses Microsoft Azure to host our Service Manager Environment: https://vimeo.com/120201818 Summary & Call to Action
- 24. Questions?
Editor's Notes
- #5: Script: <click> The Microsoft System Center 2012 is the provides the functionality for all aspects of the Service Management lifecycle <click> Configuration Manager delivers …. Virtual Machine Manages enables…. Operations Manager provides… and Data Protection Manager enables… <click> Orchestrator and SMA provide behind the scenes are the glue providing a underlying layer of component integration and automation of background and user-facing processes. <click> while Service Manager provides deep capabilities to implement enterprise Service Management <click> and since no tool is perfect (including System Center), System Center Alliance partners like Cireson bring advanced capabilities, such as a BYOD-friendly web and self-service experience, as well as enterprise Asset Management capabilities. <click> At the fabric layer, Microsoft Hyper-V and Azure IaaS provide the foundation for highly stable and scalable hosting of the System Center management platform.
- #7: CMDB is the Microsoft SQL Server database that contains the Service Manager configuration items (CIs) from the IT enterprise and work items, such as incidents, change requests and the configuration for the product itself. The CMDB also holds other Service Center products & MS products such as Configuration Manager or AD when integrated via the connectors. The CMDB is the foundation of any service management / asset management (SM/AM) strategy, and the quality of the CMDB is a key indicator of future success in implementing SM/AM successfully. Self Service - 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. Standardization - 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). Automation - 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.