session objectives and takeaways our service why use the portal?

Automating Service Request Catalogs with System Center – Service ManagerAndrew BartonIT Service EngineerMicrosoft

Mickey GoussetPrincipal ConsultantInfront Consulting Group

SD-B301

Session Objectives And TakeawaysSession Objectives:• Demonstrate how to deploy Service Catalogs using PowerShell and Excel

• Explain how to restore Service Catalog data during disaster-recovery scenario

Takeaways:• Knowledge on how to deploy the Service Catalog through PowerShell and why it’s

preferred

Our ServiceCloud and Datacenter Monitoring org withinWindows Server and System CenterProviding Monitoring and Management services for teams across Microsoft

Incident Request Volume• 2,500 Incident Requests per day• 8 Operations Manager environments• 7,000 computers

Service Request Volume• Average of 135 new Service Requests per day • 25 Portal-generated Service Requests per day• 110 E-mail-generated Service Requests per day• 15,000 Users

1/1/

2013

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2013

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3

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3

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3

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3

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2013

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3

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0

100

200

300

400

500

600

700

Service Requests by source

Email SRs Portal SRs Total SRs

Why Use the Portal?

Structured data input

Required questions

Question types

Question Mapping

Knowledge Articles

Built-in process

Why use PowerShell to deploy the Service Catalog?

• Wizards

• Speed

• Redeployment

Automation through PowerShell

Information Gathering

Number of questions

Response data types

Property mapping and Data Warehouse requirements

Extending the Service Request class

Why extend the Service Request class?

Number of properties and their types

1 13

8

28

19

1

# of custom data typesAttachmentIntegerDatesBoolCustom EnumsStrings

Demo

Extending the Service Request class

Preparing the service catalog for import

PowerShell question type

Property typeScript looks for

String “Text “

DateTime “Date“

list “MP Enum List“

inlinelist “SimpleList”

inlinelist “Simple List”

integer “Integer”

Boolean “True False”

Boolean “Check Box”

FileAttachment “Attachement”

FileAttachment “Attachment”

integer “number”

Input data into CSV fileCSV files define all basic components of the service catalog:• Category• Service offering• Request offering• Descriptions• Questions• Answers• Question type• Icons• Mapping

Service Catalog DeploymentDeployed via PowerShell

Convert-SO PowerShell script

Convert-RO PowerShell script

Link-SORO PowerShell script

Demo

Filling out and importing the CSV file

Backing up and Restoring MPs

ProblemReasonSolutionOutcome

Best PracticesIconsTitleOne category per management packPeriodically Backup MPsName changes

Improvements/FeedbackDrop-down list functionality

Page loading

Sub-sites for categories

In Review: Session Objectives And Takeaways

Session Objective(s): • Demonstrate how to deploy Service Catalogs using PowerShell and Excel

• Show how to restore Service Catalog data during disaster-recovery scenario

Takeaways• Knowledge on how to deploy the Service Catalog through PowerShell and why it’s

preferred

Related ContentSMLets download

http://smlets.codeplex.com/

Blog postings:http://blogs.technet.com/b/wincat/archive/2013/03/04/automating-service-manager-service-request-catalog-deployment-through-powershell-and-csv-files.aspx

http://blogs.technet.com/b/wincat/

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© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.

Appendix

Extending the Service Request Class

Filling out the CSV file

Importing the CSV file through PowerShell