Microsoft Office Tutorials and References
In Depth Information
Service request automation
The portal is built as another site in SharePoint 2010 that contains pre-packaged web parts
and takes advantage of Silverlight to display content. For our purposes in these exercises,
it might be helpful to think of the Self-Service Portal as an interface to enable automation
for Office 365 administrators. This portal provides access to the Configuration
Management Database (CMDB) inside Service Manager. This is a website for end users to generate
requests or review status of requests that have not been completed. The Self-Service Portal
is used for many types of requests, some that are related to Office 365 and some that are
not. Figure 8-13 shows an example of a fully populated Self-Service Portal. This example is
used to demonstrate an organization that has completed many service offerings.
Figure 8-13 Service Manager Self-Service Portal catalog view with services.
Service request automation
Next, you will create a new Office 365 account using service request processes. You start
the processes by entering data in the Self-Service Portal form. The connector of System
Center 2012 Service Manager enables direct access to the runbooks of System Center
Orchestrator and extends the automation beyond the reach of any typical service
management solutions. Figure 8-14 shows the workflow to create automation between the
SelfService Portal, Service Manager, and Orchestrator. The Orchestrator connector syncs the
runbook data to the Configuration Manager Database (CMD) inside Service Manager. The
Orchestrator runbook activities and their properties are mapped to the properties in the
Service Manager request templates. The request templates are added to the service
offerings so end users can make a service request from the portal.
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