IT Admins are responding to incidents on a day-to-day basis, but management wants to shift to service monitoring. The biggest mismatch there is the maturity level and misconception that technology will fix the GAP. We know that’s not true! Walter Eikenboom shows you how to get from component monitoring to LOB application monitoring with Microsoft System Center Operations Manager 2012 and changing the operational paradigm to a private cloud service connecting System Center Orchestrator and System Center Service Manager 2012, creating processes to get your infrastructure to a private cloud. Stop fighting fire and start building your cloud today!

2. MGT332

4. Goals and Objectives
Stop following incidents • when incident control you life within IT you need to step back and start
prioritizing.
If you know what you did the last month you can see where you need to invest to
Register and analyze •
make you life easier.
Describe your tasks • Fixing incidents is only one step in the solution, creating knowledge of the stuff
step by step you learned is the second.
Take your time to • Analyzing you daily and weekly task so you can automate your top 10 task by creating
Automate time for the really cool project you never had time to do before!
Make it part of your DNA • If you run into repetitive tasks, not only in the incident process, start the cycle over and
over again.

6. Every incident Run from Need a clone
is really incident to of the IT
important incident Admin
Almost no Automate No time for
first or Knowledge
is knowing and promote infrastructure
second tier remediation improvement
incident who knows
steps projects
fixes

7. After an IT service has been successfully deployed, ensuring that it operates to meet business needs and
expectations becomes the top priority. This is the focus of the Operate Phase, which depends on four primary
endeavors:

9. Facilitate your IT admins with time and knowledge to change their roll to Private Cloud
administrators
Don’t let the process work you, let the process work for you!
Use System Center 2012 capacity to leverage your ambition
People Process Technology

11. Attributes

12. Configure
App Controller Orchestrator
Deploy
Virtual Machine Manager
Service Service Operations Manager
Model Delivery &
Self Service Automation Configuration Manager
Data Protection Manager
DC
Consumer
Admin
Service Manager Service Manager
Monitor
Operate
Application Management Service Delivery & Automation Infrastructure Management

13. Service level agreement (SLA). A written agreement Woodgrove
documenting required levels of service. The SLA is Business users
agreed upon by the service provider and the consumer,
or by the service provider and a partner provider. SLAs Service
should list the metrics and measures that define Level
Agreement (SLA)
success for both the service provider and the consumer.
Operating level agreement (OLA). An agreement Desktop Service Manager
End to end Desktop Service
between one or more internal teams that supports the
requirements set forth in the SLAs. Operating
Level
Agreement (OLA)
Underpinning contract (UC). A legally binding
contract in place of or in addition to an SLA. This type
of contract is with a partner service provider
responsible for building service deliverables for the Network team Active Directory team Security team
SLA.
Network Hardware Vendor
Underpinning
Contract (UC)

14. Provides the following services:
• Console access
• Alert notifications
• Connectors to other mgmt systems
• Health aggregation
Introduces the following customer
challenges:
• Performance and scalability bottleneck
• High end hardware required
• High availability requires clustering

15. Challenges Addressed:
• Out of the box HA
• Ability to run on commodity hardware

17. Connector Framework Integration
Configuration Manager Operations Manager Active Directory Virtual Machine Manager
Hardware inventory, Operations Manager Active Directory data for Virtual Machines and
software inventory, discovered objects user, user groups, Virtual Machine
software updates printers, computers Template configuration
Distributed applications
items
Primary computer owner (Service Manager User contact
based on asset- Business Service based information,
intelligence data on deployed application organization, notification
from VMM service addresses
template)
Service Manager connectors facilitate System Center and Exchange connectivity for CI data and notifications.
Orchestrator integration packs facilitate automating activities across System Center, LOB, and third-party management tools.

18. Release Change Self-Service Operations Incident IT GRC
Management Management Management Management
Mobile Email Portal
Reporting Reporting and data
warehousing
Service catalog Templates
CMDB
Process
Automation
Knowledge
Work Items
Configuration
Items
Workflows
Third party
Integration management
tools

23. OPTIMIZE AND EXTEND DELIVER FLEXIBLE AND LOWER COSTS AND
EXISTING INVESTMENTS RELIABLE SERVICES IMPROVE PREDICTABILITY
Integration Orchestration Automation
  
  

24. Automation Concepts
Activities Runbooks Databus Standard Activities
Intelligent tasks that System-level Used to publish A rich set of out-of-
perform defined workflows that and consume box activities
actions execute a series of information as a
linked activities runbook executes
Get Server ID Get Data Create Recovery
Run .Net from DPM Sources Point
Script Create Create Start Maint Shut Down
Invoke Web Send e-mail
Incident Checkpoint Mode VM
Services
Query Compare
Database Values
E-mail on Update on
error success
Return Data Check
Schedule

26. Keep tuning you Monitoring and have a LOB
perspective on you daily operation
Monitor
Automate you most time consuming
Tasks
Analyze you work
Know what takes up your time
Top 3 incidents
Top LOB with problems
Automate Analyze

27. Goals and Objectives
Stop following incidents • when incident control you life within IT you need to step back and start
prioritizing.
If you know what you did the last month you can see where you need to invest to
Register and analyze •
make you life easier.
Describe your tasks • Fixing incidents is only one step in the solution, creating knowledge of the stuff
step by step you learned is the second.
Take your time to • Analyzing you daily and weekly task so you can automate your top 10 task by creating
Automate time for the really cool project you never had time to do before!
Make it part of your DNA • If you run into repetitive tasks, not only in the incident process, start the cycle over and
over again.

28. Attributes

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