Stop following incidents

Register and analyze

Describe your tasks

step by step

Make it part of your DNA

• If you know what you did the last month you can see where you need to invest to

make you life easier.

• when incident control you life within IT you need to step back and start

prioritizing.

• Fixing incidents is only one step in the solution, creating knowledge of the stuff

you learned is the second.

• Analyzing you daily and weekly task so you can automate your top 10 task by creating

time for the really cool project you never had time to do before!

• If you run into repetitive tasks, not only in the incident process, start the cycle over and

over again.

Take your time to

Automate

Every incident is really

important

Almost no first or

second tier incident

fixes

Knowledge is knowing who knows

Run from incident to

incident

Need a clone of the IT Admin

Automateand promoteremediation

steps

No time for infrastructure improvement

projects

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:

• Service level agreement (SLA)• A written agreement documenting required levels of service. The SLA is agreed upon by the service

provider and the consumer, or by the service provider and a partner provider. SLAs should list the metrics and measures that define success for both the service provider and the consumer.

• Service level objective (SLO)• SLO’s are agreed as a means of measuring the performance of the Service Provider. SLO’s are

specific measurable characteristics of the SLA such as availability, throughput, frequency, response time, or quality.

• Operating level agreement (OLA)• An agreement between one or more internal teams that supports the requirements set forth in the

SLAs.

• Underpinning contract (UC)

Facilitate your IT admins with time and knowledge to change the operation and start automating!!

Don’t let the process work you, let the process work for you!

Use System Center 2012 SP1 capabilities to leverage your ambition

People Process Technology

Virtual Machine Manager

Operations Manager

Configuration Manager

Data Protection Manager

Windows Azure Pack for Windows Server

X X

Co

nsi

sten

t U

X(C

onso

le, W

eb

, Share

Po

int, e

tc.)

supporting countries.

• http://www.microsoft.com/en-us/server-cloud/system-center/global-service-monitor.aspx

• http://technet.microsoft.com/library/jj860368.aspx

• http://systemcenterdynamics.wordpress.com/2012/07/16/global-service-monitor-on-opsmgr-2012/

3rd Party

Management

Tools

Service Catalog Templates

Workflows

CMDB

Wo

rk Ite

ms

Co

nfig

ura

tio

n

Item

s

Kn

ow

led

ge

Reporting and data warehouse

Self Service

Standardization

Automation

EmailMobile Portal

Service manager service delivery

Active Directory

Service

Manager

Configuration

Manager

Virtual

Machine

Manager

Operations

Manager

Active

Directory

Co

nn

ect

or

Co

nn

ecto

r

ExchangeConnector

SharePoint

Service manager integration

Operations Manager

Service Manager

Configuration Manager

DW Staging & Config DW Repository DW Data Mart

OM DW Data Mart

CM DW Data Mart SQL Reporting Services

DW Analysis Services

OM CI Connector

CM C

onn

ecto

r

Transform

Extract SM

Extract DW

Load

Process

Embed reports in

Microsoft SharePoint,

Microsoft Excel,

a file share, or any

intranet/internet site

capable

of displaying an Excel-

based document

Microsoft Excel Pivot

Tables integrate into

Service Manager Data

Warehouse Data mart

and take advantage of

Excel capabilities to

format and

present data

One page operations report

Warnings

EventsAlerts

PROACTIVE AND REACTIVE

OPERATIONSRELEASE MANAGEMENTSERVICE-LEVEL AGREEMENTS

Automation to drive business needs

Drive a consistent service-

delivery experience

Embed support rules and

measurements into the

workflow and activities for

work items

Ensure changes to the

organization are effectively

managed and released to

minimize the impact and

duration of the disruption to

normal business

Streamline IT operational

processes and activities

Consistent delivery

Greater productivity

Support compliance

Facilitate the rapid

remediation of errors related

to IT assets and enable

dynamic self-healing

infrastructure, applications,

and services

Automation Concepts

Activities

Intelligent tasks that perform defined actions

Runbooks

System-level workflows that execute a series of linked activities

Databus

Used to publish and consume information as a runbook executes

Standard Activities

A rich set of out-of-box activities

Invoke Web

Services

Compare

Values

Send e-mail

Query

Database

Run .Net

Script

Get Server ID

from DPM

Get Data

Sources

Create Recovery

PointCreate

Incident

Create

CheckpointStart Maint

Mode

Shut Down

VM

E-mail on

errorUpdate on

success

Return Data Check

Schedule

Service

Manager

Configuration

Manager

Virtual

Machine

Manager

Service

Manager

Orchestrator

Co

nn

ect

or

Operations

Manager

Service

Manager Data

Warehouse

Exchange

Active

Directory

Third party

mgmt tools

Orchestrator integration

Make it a process

Monitor

AnalyzeAutomate

Stop following incidents

Register and analyze

Describe your tasks

step by step

Make it part of your DNA

• If you know what you did the last month you can see where you need to invest to

make you life easier.

• when incident control you life within IT you need to step back and start

prioritizing.

• Fixing incidents is only one step in the solution, creating knowledge of the stuff

you learned is the second.

• Analyzing you daily and weekly task so you can automate your top 10 task by creating

time for the really cool project you never had time to do before!

• If you run into repetitive tasks, not only in the incident process, start the cycle over and

over again.

Take your time to

Automate

http://aka.ms/WS2012R2

http://aka.ms/SC2012R2

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www.microsoft.com/learning http://channel9.msdn.com/Events/TechEd

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