System Center ürün bileşenlerinin ITIL v3 süreçleri ile ilişkisini detaylandıran bir sunumdur

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
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