Kurt.van.hoecke@inovativ.

be

ITIL

COBIT


MOF

Automation
Standardization
Compliance
Self-service
W
o
r
k

I
t
e
m
s

C
o
n
f
i
g
u
r
a
t
i
o
n

I
t
e
m
s

K
n
o
w
l
e
d
g
e


Configuration
Management
DB
IT Data
Warehouse
Portal
Reports &
Dashboards
E-Mail &
Other Clients
Excel
Service Catalog & Self-Service Portal
Orchestrator / VMM Integration
Release Management
System Center Data Warehouse
Automation
Standardization
Compliance
Self-service
Portal: Role-based Access, Self Service
CMDB

Models / Objects:
Quota, Access, Costs,
Templates, VMs, Services,
Clouds, Runbooks

Request Processing:
Business process WF engine



Service Catalog: Service and Request Offerings
Business Events
Subscriptions
Orchestrator: IT process automation

Run
books
OM
Other IT
Systems
VMM
Connectors
DW
Invoke Monitor
Integration Packs
WI activities
Notifications
Approvals
PRESENTATION
IT Service Offerings
DATA
CMDB enables
standardization
and compliance
Automation
Request Processes
WORKFLOW
Request processes drive automation
Business Process
U
s
e
r

R
o
l
e
s


Service & Request Offerings
Private Cloud
VM
Provisioning
Request
Cloud
Applications
Service
Provisioning
Request Fix
for Service
Users
Access
Requests
Request
Quota
Increase
Revie
w
Runbo
ok
Email
Data and Process Templates
(standardized configurations)
Review Runbook Email
Review Runbook Email
Work Items
(in-progress processes)
CMDB Objects
Review Runbook Email
Self service models and defaults
(Quotas, access tiers, costs)
SLA
Knowledge
Schedule
Cost
Data Sources
(OM, AD, VMM,
SCO, CM)
1. Connectors import
cloud objects & VMM
templates, including
SCO runbooks
Clouds Users Fabric Templates Services
VMs
Runbooks
1
2 3
4
5
2. Admin creates SM
templates to capture
business process and the
role of runbooks within
the process
3. Admin defines models
and defaults to
standardize offerings
4. Admin specifies
interaction with users
create questions and
map to CMDB data
5. Admin configures
access roles to the
offerings
Request Template
CMDB
SCO Runbook
S
C
O

W
e
b

S
e
r
v
i
c
e

1. SCO Connector syncs
Runbook data to CMDB
3. Admin adds to request
template includes RB
activity, added to Service
Catalog
6. SM workflow monitors
RB status
SM Runbook Items
Runbook Activity
2. Admin uses SM task to
create RB activity w/
parameters mapped to
properties
Service Request
4. User creates SR from
request offering
5. Runbook invoked with
user inputs
SCO
Connector
Service Catalog - Request Offering
SCO Runbook
SCO Runbook
SM Runbooks Folder
Invoke
Monitor
1
2
3
4
5
6
Dynamic Request
Form on the Portal
Author
Request
Template
Service Request
Templates defines
business processes
Service Catalog
Portal home
page
Integrated CMDB
Clouds Users Fabric Templates Services
VMs
Runbooks
Role-
based
access
Processes
defined here
drives
automation
Author
Request Offerings
Request Offering maps User Input
to Service Request Template
Author
Service Offerings
Service Offerings is a
collection of requests
Request triggers Workflows,
approvals, notifications as
defined by processes in
templates
System Center Service Manager Portal Source Code
http://scsmservicerequest.codeplex.com/releases/view/46716
Create
Opalis
policy
Runbook
Invoked
Deploy
computer
End User
Change Request
Created
SM Admin SCCM Admin
Authoring
Tool
SCSM
Templates
Request OS
Deploy
SM Admin
Service Catalog & Self-Service Portal
Orchestrator / VMM Integration
Release Management
System Center Data Warehouse
Automation
Standardization
Compliance
Self-service



Release Management



Release Management
Service Catalog & Self-Service Portal
Orchestrator / VMM Integration
Release Management
System Center Data Warehouse
Automation
Standardization
Compliance
Self-service
Data
Warehouse
PowerPivot for Microsoft Excel X86
PowerPivot for Microsoft Excel X64
http://scug.be/blogs/scsm/default.
aspx