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Page 1: Session Objectives And Takeaways Our Service Why Use the Portal?
Page 2: 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

Page 3: Session Objectives And Takeaways Our Service Why Use the Portal?

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

Page 4: Session Objectives And Takeaways Our Service Why Use the Portal?

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

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Service Requests by source

Email SRs Portal SRs Total SRs

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Why Use the Portal?

Structured data input

Required questions

Question types

Question Mapping

Knowledge Articles

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Built-in process

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Why use PowerShell to deploy the Service Catalog?

• Wizards

• Speed

• Redeployment

Automation through PowerShell

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Information Gathering

Number of questions

Response data types

Property mapping and Data Warehouse requirements

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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

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Demo

Extending the Service Request class

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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

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Service Catalog DeploymentDeployed via PowerShell

Convert-SO PowerShell script

Convert-RO PowerShell script

Link-SORO PowerShell script

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Demo

Filling out and importing the CSV file

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Backing up and Restoring MPs

ProblemReasonSolutionOutcome

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Best PracticesIconsTitleOne category per management packPeriodically Backup MPsName changes

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Improvements/FeedbackDrop-down list functionality

Page loading

Sub-sites for categories

Page 18: Session Objectives And Takeaways Our Service Why Use the Portal?

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

Page 20: Session Objectives And Takeaways Our Service Why Use the Portal?

Evaluation

Complete your session evaluations today and enter to win prizes daily. Provide your feedback at a CommNet kiosk or log on at www.2013mms.com.Upon submission you will receive instant notification if you have won a prize. Prize pickup is at the Information Desk located in Attendee Services in the Mandalay Bay Foyer. Entry details can be found on the MMS website.

We want to hear from you!

Page 21: Session Objectives And Takeaways Our Service Why Use the Portal?

Resources

http://channel9.msdn.com/Events

Access MMS Online to view session recordings after the event.

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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.

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Appendix

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Extending the Service Request Class

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Filling out the CSV file

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Importing the CSV file through PowerShell

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