MGT332

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

Goals and Objectives

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

Automate and promote remediation

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:

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

Attributes

Service

Model

Self Service

Service

Delivery &

Automation

Deploy

Configure

DC

Admin

Operate

Monitor

Virtual Machine Manager

Operations Manager

App Controller

Service Manager Service Manager

Orchestrator

Configuration Manager

Data Protection Manager

Consumer

Application Management Service Delivery & Automation Infrastructure Management

Business users

Service

Level

Agreement (SLA)

Desktop Service Manager

Operating

Level

Agreement (OLA)

Network team Active Directory team Security team

Network Hardware Vendor

Woodgrove

Underpinning

Contract (UC)

End

to e

nd D

eskt

op S

ervi

ce

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.

Operating level agreement (OLA). An agreement

between one or more internal teams that supports the

requirements set forth in the SLAs.

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

SLA.

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

Challenges Addressed:

• Out of the box HA

• Ability to run on commodity hardware

Configuration Manager Operations Manager Active Directory Virtual Machine Manager

Connector Framework Integration

Hardware inventory, software inventory, software updates

Primary computer owner based on asset-intelligence data

Operations Manager discovered objects

Distributed applications (Service Manager Business Service based on deployed application from VMM service template)

Active Directory data for user, user groups, printers, computers

User contact information, organization, notification addresses

Virtual Machines and Virtual Machine Template configuration items

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.

Third party

management

tools

Service catalog

Templates

Workflows

CMDB

Wo

rk I

tem

s

Co

nfi

gu

rati

on

Ite

ms

Kn

ow

led

ge

Reporting and data warehousing

Reporting

Process Automation

Integration

Email

Mobile

Portal

Release

Management Self-Service Incident

Management IT GRC Operations

Management

Change

Management

DELIVER FLEXIBLE AND

RELIABLE SERVICES

OPTIMIZE AND EXTEND

EXISTING INVESTMENTS

LOWER COSTS AND

IMPROVE PREDICTABILITY

Automation Orchestration Integration

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

Point Create

Incident

Create

Checkpoint Start Maint

Mode

Shut Down

VM

E-mail on

error Update on

success

Return Data Check

Schedule

Monitor

Analyze Automate

Keep tuning you Monitoring and have a LOB

perspective on you daily operation

Analyze you work

Know what takes up your time

Top 3 incidents

Top LOB with problems

Automate you most time consuming

Tasks

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

Goals and Objectives

Attributes

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