Join the experts at Cireson to realize the power of automation with System Center Service Manager & Orchestrator. This webinar will cover key insights and tips for utilizing these powerful platforms in ways that best serve the analyst and IT department through automation and beyond. AGENDA -Put the power of automation into the hands of those who need it most, the analyst -Remove the common barriers to dynamic process workflows -Demystify the Service Catalog with common requests that go the extra mile -Easily provide instant gratification to end users and IT operations alike -Ask the experts your questions during Q & A

1. Agile Service Management
Automation: Service Manager &
Orchestrator/SMA

2. Cireson Presentation Team
And ready to start today
SETH COUSSENS
Practice Lead – Cireson
Consulting Services
Houston, TX
CHRIS ROSS
Director of Program
Management
Houston, TX

3. Today’s Agenda
 System Center 2012 Overview
 Integrated Service Management
 Building the Core for Automation
 User Experiences
 Enhancing Native Capabilities
 Value of Automation
 Orchestrator and SMA
 Cireson Decision Engine Example and Demo
 Next Steps

4. System Center 2012 R2 + Cireson
Virtualize, Deploy
& Manage
Monitor & Manage
Service End to End
Service Management
Data Protection
& Recovery
Design, Configure
& Deploy
Service Manager
Integration &
Process Automation
Orchestrator & SMA
IaaS

5. INTEGRATED SERVICE MANAGEMENT
Service
Management
Service Management is a
customer-focused approach
to service delivery which
crosses organizational
boundaries
In the age of cloud
computing and the coming
age of Internet of Things
(IoT), Service Management
must be easily extensible,
integrated and highly
automated in order to
continue to meet the needs
of the business and respond
to technological changes
and advances

6. Third party
management
tools
Service Catalog Templates
Workflows
CMDB
WorkItems
Configuration
Items
Knowledge
Reporting and data
warehousingSelf Service
Standardization
Automation
EmailMobile Portal
Service Management Foundations
Building a strong CMDB

7. User Experience
Interfaces for enterprise user roles and use cases
FULL CONSOLE
Targeted to key IT
support roles:
SCSM Administrators
Service Desk
Analysts
Change Managers
Asset Managers
SELF-SERVICE PORTAL
Targeted primarily to end
users and “light” IT users:
Incident and service
request submission
Request approval
Knowledge search
E-MAIL WORKFLOW
Enables productivity when
not at the keyboard:
Incident and request
submission and
processing
Request approval
Service level warnings

8. Incident & Service Requests
Flexible and extensible foundation for core service management functions
TEMPLATED
Incident and service
request templates
out of box.
Ability to add custom
templates.
CONFIGURABLE
Configure drop-down
menus and text field
values to match your
process.
Add custom
properties and fields
with visual authoring
tool.
CONNECTED
Connectors synchronize
hardware items and other
relevant info to Service
Manager CMDB.
Affected assets can be
associated to incidents and
problems
AUTOMATED
Automatic ticket
creation via
connectors, e-mail
and orchestration.
Automatically close
child incidents
related to a problem.

9. Enhancing Native Capabilities
SharePoint-based End User Portal
Analyst / Administrator Console
E-mail Assignment & Workflow
CommonChallenges
Assignment to Individual Analysts
Choice of Work Item Type Up-front
No Web Console for Analysts
Visibility into Analyst Workload &
Team Performance
Cireson offers a number of solutions to
enhance the out-of-box user experience:
OOB Experience Cireson Enhancements
Analyst Portal
Self-Service Portal
My Active Work Items
Outlook Console
Lync Integration Preview Pane
Remote Manage
Tier Watcher
Group Assign
Affected User
Dashboards Action Log Notify

10. Learn PowerShell or practice the phrase “Would you
like fries with that?”
-Don Jones, PowerShell MVP
Blue Collar IT vs. White Collar IT
Jeffrey Snover, Windows Server Lead Architect, Distinguished Engineer, Father of PowerShell
http://www.youtube.com/watch?v=66cYDdmF9u0#t=64

11. Value of Automation
Lower costs
Reduce time to completion
Minimize human error
Ensure processes are followed and documented
Abstract away high security operations

12. Configurable &
Controlled
Translate business language users
understand into IT language.
Requests can be tailored capture
info required for manual or
automated fulfillment
Role-based
Offerings are delivered based
on user’s role in the organization
Leverages your investment in
Active Directory
Enables an intuitive and
customized self-service experience
Simplified
Service catalog designed for
easy navigation for less
technical users
Automate high-frequency
repeatable tasks
Requests can be approved via
web or e-mail
Self-Service & Automation
Service Request Management

13. Automation Compared
Orchestrator
• 32-bit support
• PowerShell execution and PowerShell
2/3 support
• Single Management Server
• Runbook Auditing
• Schedule runbooks
• Sequential processing
• Visual designer
Service Management Automation (SMA)
• SMA is a component in the Orchestrator
setup
• Supports requirements for scale and
high availability
• Import PS modules and create additional
modules and runbooks for existing
resources or to connect into 3rd party
systems (ticketing system, billing
system, etc.)
• Check out the BuildingClouds Blog for
an Introduction to SMA
http://aka.ms/IntroToSMA

14. A guided tour: Orchestrator & SMA

15. SCSM
SCOM SCCM AD
CSV/LDAP/SQL
(Asset Management
Information) –
Cireson Add In
Exchange Connector
(E-Mail)
Orchestrator
SMA – Cireson Add
In
VMM
SCOM SCCM AD SQL/LDAP
Exchange (Admin/
User)
Static Files (CSV,
XML, TXT, etc.)
PowerShell v2/v3
and anything
potential via PS2/
PS3
VMM
PowerShell v4 and
anything potential
via PS4
Connecting SCORCH & SMA

16. Cireson Decision Engine
The Problem:
 Service Manager lacks built in functionality for dynamic workflows that change
based upon questions/decisions that are made at required points in the workflow
process.
Example:
 Within your ‘Request Computer’ workflow the question must be asked as to
whether the user travels or not in order to determine whether they need a laptop or
a desktop machine. If the user does not travel, IT must requisition a desktop and
follow a separate setup process than if they do travel, where a laptop would be
required.

17. Cireson Decision Engine
Solution:
 The Cireson Decision engine allows you to use a manual activity within a workflow
as a branching decision activity based upon a ‘yes’ or ‘no’ answer to the question
posed at that point in the workflow.
Before After

18. Cireson Decision Engine
How It Works
 The solution is comprised of three customized components
 Custom extension to Manual Activity class
 Custom PowerShell workflow run by Orchestrator on Manual Activity updates
 User created Sequential Activity templates

19. Cireson Decision Engine
How It Works (cont)
 Process
 User creates a set of SA templates that use a specific naming convention to identify
the workflow they pertain to and the stage in the process where they should be applied
 User then creates a regular SR workflow that contains the root SA template where
they require a decision
 Once the workflow hits that stage in the process, the Analyst can answer the question
posed by the activity as ‘yes’ or ‘no’
 Based on that response the corresponding SA template containing the new set of
activities will be appended to the existing SA

20. Cireson Decision Engine
Pros
 Provides decision functionality
 Can be added to and expanded by the user without PS/Scorch skills
 Very low overhead
 Can be easily removed if necessary without issues
Cons
 No ability to answer the question through Cireson Portal (Yet!)
 Activity must be active for the workflow to run and work against it, so if the Analyst
completes the activity when setting the decision it will not work (custom class will
solve this problem)
 User customizable template design can become complicated/confusing for large
workflows with large numbers of decisions

21. DECISION ENGINE
DEMO

22. Next Steps
Summary
 Service Management must cross Organizational Boundaries and be
highly automated
 Agile automation is required for operational success
 Agile Service Management is the result of the above
Summary & Call to Action

23. Next Steps
Call to Action
 Learn more on Orchestrator and SMA with Microsoft Virtual Academy
 Reach out to your Cireson Account Executive or your preferred partner
(SI/LAR) to obtain the Cireson Decision Engine for your own use! P.S. It’s Free!
 Learn more about the Cireson SMA Connector here:
http://cireson.com/apps/sma-connector/
 Learn more about how Cireson uses Microsoft Azure to host our Service
Manager Environment: https://vimeo.com/120201818
Summary & Call to Action

24. Questions?