Self Service in the Enterprise Patrik Sundqvist

Agenda  Self Service  Challenges  Tools  Walkthrough: Automated Request Fulfillment  Demo

Service Delivery and Automation Key Value Enablers Microsoft Confidential4 STANDARDIZATION SELF SERVICE AUTOMATION Compliance with policies Increased reliability Simplicity of choice Reduced costs Increased customer satisfaction Nothing lost in translation Faster time to delivery Minimize human error Reduced costs

Security Challenges Audit Approval Automation Cost effective Transparency

Tools System Center Service Manager 2012 System Center Orchestrator

 Drag-n-drop designer  Integration Packs  Proxy  Delegation  Monitor/Scheduled/Initiated  Automation

System Center Service Manager 2012  IT Service Management Processes  Dynamic CMDB  Connectors  AD, CM, VMM, OM, CSV  Self Service Portal  Auditing  Reporting  DW

Process: Automated Request Fulfillment  Automation  Runbooks  Service Catalogue  Templates  Request/Service Offerings  UI  Self Service Portal  Role Based Access 9

Automation ACTIVITIESRUNBOOKSDATABUSDESIGNER Units of execution that perform defined actions System level workflows that execute a series of linked activities Publish and consume data between activities as a Runbook runs Drag, drop, and configure Visio-like authoring Return Data Check Schedule

Service Catalogue  Your collection of standardized services (offerings)  Request offering  Defines the fulfillment process (via service request or incident template)  Defines input required by the fulfillment process  Service offering  Groups request offerings  Describes SLA and cost  Role based access to services  Users create service requests or incidents  Multi-language support 11

UI - Self Service Portal  SharePoint Foundation 2010 or higher  Service Catalog Scoped to User Roles  Customizable  Dynamic Forms  Input Validation (no coding required) 12

Demo Custom Cloud Process Walkthrough of intelligent cloud provisioning “Scenario: We want to provide IT with self service so they can request a new VM in a standardized and controlled way.”

Re-capture Microsoft Confidential14 IMPORTBUILDPUBLISH 123 INVOKE MONITOR 56 CREATE 4 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

Bblogs.litware.se #gridpatrik

UTVÄRDERING  Fyll i utvärderingen så att vi kan bli ännu bättre till nästa gång!  Antigen via länken du fick med din biljett eller vid någon av datorerna i TrueSec:s monter  Tävla samtidigt om en HP Elitepad 900 (Vinnaren presenteras i Utställarfoajén direkt efter sista sessionen). KVÄLLSMINGEL  Best of MMS avslutas med ett gigantiskt mingel på närliggande Dubliner direkt efter dagens sista session!  Microsoft och LabCenter bjuder på god öl och ett unikt tillfälle för experter, branschkollegor och eventdeltagare att mingla tillsammans.  Vi ses väl där?