focus on “services” describing “what you deliver” improve quality and consistency continuous...
TRANSCRIPT
Transforming a global Fortune 100 company with IT Service Management using System Center, Office365, and Microsoft BI
Nathan LasnoskiMicrosoft MVPArchitect, Concurrency
DCIM-B370
We are going to show you how to reimagine ITWe include process + technologyWe will show an example at a global customerWe will show you implementations in Microsoft tools
Welcome!
Hosters and Service ProvidersEnterprise functioning as Service ProvidersConsumers
New "IT" Spaces
Focus on “services” describing “what you deliver”Improve quality and consistencyContinuous improvement in service deliveryProve it… and “show your work”
IT Service Management is about Service
Global Fortune 100 company200,000 users and 30,000 servers4,000 IT staff around the global across 8,000 facilities
Clark BobertDirector and Global Architect
Introducing Johnson Controls
Desire to transform from a technology organization to a service organization
Here’s the core objectives we set forth…
Johnson Controls story
Leveraged Service Manager initially for…Application deployment (over 400,000 service requests)Workstation deployment (over 150,000 service requests)Asset management (over 200,000 assets tracked)Movement into complete IT Service Management approved
History of implementation
Goals
Fix the process.“Adopt clean, proven practices. Don’t do ‘lift and shift’ to just replace a tool with
another tool.”
Focus on services.“Move to executing as a service provider.”
Access Anywhere.“I need to access IT Service Management from anywhere in the world, across
thousands of facilities”
Visibility.“I need to know what I’m delivering, what I
promised, and how I’m executing.”
Configuration Management.“I want one single place that aggregates
my configuration data.”
Automate.“I want to replace manual processes with automated processes that allow my people to get back to serving customers.”
Serve the customer.“Provide a better experience for customers, through self-service, self-help, reduced time to resolve, and better visibility”
Planning
Enterprise Technical TopologyEnd User
Configuration and Asset Data
Incident Change Service Request
KnowledgeService
Onboarding Decision Making
Directors and Executives IT Directors and Executives Analysts and IT Application Owners
Company Store
Problem, RiskRelease
Intune
Orchestrator / SMA
Workstation
Servers
Configuration Manager
Servers
OM / VMM Public Cloud
External, E-Bonding
Overall approach was to use Agile:Organized the project into sprintsDelivered features and demoed at sprint cyclesProvides benefit of rapid feedback, vs. lengthy initial designsInitially used two week sprints, then moved to three week
Agile
Directed Design:Gathered company-wide dataMet with teams to understand usageDefined enterprise framework for ITSM
Visit: http://itilforitpros.com
Process work
From “idea” to “continuous improvement
The service lifecycle
Strategy
Design
TransitionOperations
Continuous Improveme
nt
Onboarding with the Service Design Package (SDP)
Captures service informationGated to manage intakeInitially had backfill for existing
Service Onboarding
Strategy
Design
TransitionOperations
Continuous Improveme
nt
The Result
Demo
Service Design Package
Clark BobertDirector of GI ArchitectureJohnson Controls
Demo
End User, Business Intelligence, and Analyst
Nathan LasnoskiInfrastructure ArchitectConcurrency
Implementation Details
Management ServersDedicated workflow mgmt. serverDedicated console servers with load balancerDedicated mgmt. servers for Orch / SMA
SQLClustering for all componentsAlwaysOn for operations databases
Technical Design TopologyOrchestrator
Runbook Servers
OrchestratorManagement
SM Management Servers
SM Connection Servers
SM Portal
SharePoint / WCS
SM Orchestrator Server
SM ORCH Target Server
Service Manager DBSQL 2012
Datawarehouse DBSQL 2012
Windows Server 201224 – 48 vCPUs, 32 – 192 GB RAM
80 GB OS, 600 GB Data
Windows Server 20124 – 8 vCPUs, 8 – 16 GB RAM
60 GB OS, 1 TB+ Data2-4TB of disk for 1095 days
DR: RTO 24 hours
Windows Server 20122 vCPUs, 8 GB RAM
80 GB OSScale number as
workloads demandRTO: 30 min?
Windows Server 20128 vCPUs, 16 GB RAM
60 GB OSScale as workload demands
RTO: 15 min
Windows Server 20124 vCPUs, 8 – 16 GB RAM
60 GB OSDR: RTO 24 hours
Windows Server 20124 – 8 vCPUs, 8 - 16 GB RAM
60 GB OS80-100 concurrent sessions/server
DR: RTO 30 minutes
Windows Server 20124 vCPUs, 16 GB RAM
First is failover for PrimaryScale as workloads demand
RTO: Globally Coninuously Available?
Windows Server 20124 vCPUs, 16 GB RAM
60 GB OSRTO: Not clear
Windows Server 20124 vCPUs, 16 GB RAM
First is failover for PrimaryScale as workloads demand
RTO: Globally Coninuously Available?
Windows Server 20122 vCPUs, 8 GB RAM
80 GB OSScale number as
workloads demandRTO: 30 min?
Service Manager DBSQL 2012
Windows Server 201224 – 48 vCPUs, 32 – 192 GB RAM
80 GB OS, 600 GB Data
Windows Server 20128 vCPUs, 16 GB RAM
60 GB OSScale as workload demands
RTO: 15 min
Windows Server 20128 vCPUs, 16 GB RAM
60 GB OSScale as workload demands
RTO: 15 min
Active DirectorySCOM, SCCM,Other Systems
Workflows:Disable most out-of-box SCSM workflowsOrchestrator / SMA and form logic for routing, notifications
Console:Use a web console for global availability (Cireson / GridPro)Apply SCSM 2012 R2 UR2Watch “SCSM Performance and Scale from MMS 2013”
Tips on scalability
The platform:CMDB + Analysis Services tabular model + PowerViewAlwaysOn Secondaries protect the production environment
Using it:Write the query first, then bring it into the designerSet a refresh rate of X minutes
More:Check out the “Configuring PowerView in a Tabular Model” blog
More about PowerView and PowerBI
Branded, customized SharePoint environmentSharePoint front-end to third party or OOB portalSynchronized SharePoint lists and librariesOut of box
Portal Options
Demo
Simple Portal Experience
Nathan LasnoskiInfrastructure ArchitectConcurrency
Web ConsoleVisual studio load testing suiteDefined expected response times
Work Item ProcessingLoad test script and Remedy integrationDefined work item processing and integration times
How we load tested
Demo
Load testing examples
Nathan LasnoskiInfrastructure ArchitectConcurrency
Validation against functional specification
User Acceptance Testing
Functional Requirements
Functional Specification
Use Case and Test
Onboarding
Matrix of process and technical responsibilities
ResponsibilityAssigned engineer or process resourceOrganized Center of Excellence
Defined operational matrix
Internal MarketingProfessional videoWalked through project processSocialized the project to various business groups
Internal Marketing and Training
Service contentServices are articulated and cleaned up
RoutingClassification, Type, Item (CTI)Support groupsRoutes
Onboarding Data Normalization
User contentBuilt connector to provisioning system + ADCleanup of user information
Request offeringsBasicWorkflowAutomation
Onboarding Data Normalization
TrainingRecorded trainingUser guidesIn person training on per-group basis
Internal Marketing and Training
Team by TeamGlobal Infrastructure teamsEnterprise organizationBusiness units
Go-Live
Questions
Come Visit Us in the Microsoft Solutions Experience!
Look for Datacenter and Infrastructure ManagementTechExpo Level 1 Hall CD
For More InformationWindows Server 2012 R2http://technet.microsoft.com/en-US/evalcenter/dn205286
Windows Server
Microsoft Azure
Microsoft Azurehttp://azure.microsoft.com/en-us/
System Center
System Center 2012 R2http://technet.microsoft.com/en-US/evalcenter/dn205295
Azure PackAzure Packhttp://www.microsoft.com/en-us/server-cloud/products/windows-azure-pack
Resources
Learning
Microsoft Certification & Training Resources
www.microsoft.com/learning
msdn
Resources for Developers
http://microsoft.com/msdn
TechNet
Resources for IT Professionals
http://microsoft.com/technet
Sessions on Demand
http://channel9.msdn.com/Events/TechEd
Complete an evaluation and enter to win!
Evaluate this session
Scan this QR code to evaluate this session.
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.