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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
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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/
Evaluation
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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