Automated Service Requests with Microsoft System Center 2012 R2 Ryan AndorferMike Roberts

DCIM-B363

Framing the problem “Whiteboard” Architecture SessionDemo: Building a Self-Service IT PortalLessons Learned

Agenda

Companion Blog Posts Published on the Building Clouds Blog

These posts contain detailed, step-by-step instructions for all of today’s demos.

IT challenges at a growing companyCustomer feedback

No standard process for submitting IT requests.Time to request fulfillment is too long.Request processes aren’t standardized and are error prone.

IT realitiesIncreasing workload.No additional headcount.Need to reduce distraction and focus on higher value tasks.

Framing the problem

The Solution:Self-Service IT Portal

Solution Architecture

SharePoint Request Portal

Windows Azure Pack User Interface

End Users

Service Management Automation

Server

Service Management Automation

Server

Service Management Automation

Server

Scale Unit1-Many

SMA DB

SMA Admins

Monitor Workflow Executions

New End User Request

Monitor SharePoint Lists

PowerShell Script

Authors

Team Foundation

Server

Monitor TFS for new scripts to deploy

Check scripts into source control

Self Service Portal (SSP) Mock Landing PageSharePoint Site

http://sharepoint/url search

Browse PageSite Actions username

Parent > Parent > Current PagePage Title

This Site: site search

LibrariesSite Pages

Shared Documents

Drop Off Library

Custom library

Current PagePage One Page Two

PC Requests Server Requests File Share Requests

Security Requests

Email Requests Database Requests

Select a Self-Service Request Category

SSP: Mock-up Request ListingSharePoint Site

http://sharepoint/url search

Browse PageSite Actions username

Parent > Parent > Current PagePage Title

This Site: site search

LibrariesSite Pages

Shared Documents

Drop Off Library

Custom library

Current PagePage One Page Two

File Share Requests

Request Description

New File Share Request a new file share.

Increase Share Quota

Request additional storage space for your file share.

Delete File Share Request the deletion of an existing file share.

SSP: Mock-up DFS Share RequestSharePoint Site

http://sharepoint/url search

Browse PageSite Actions username

Parent > Parent > Current PagePage Title

This Site: site search

LibrariesSite Pages

Shared Documents

Drop Off Library

Custom library

Current PagePage One Page Two

Request a New File Share

Accounting

Submit

Department:

Share Name: FiscalYearClose

Mike RobertsShare Owner:

Secure Share: text

Ryan Andorfer

Share Members:

Demo: Building a Self-Service IT Portal

Lessons Learned

Lessons Learned – Automation StackLearn PowerShell workflow

Leverage a source control systemChoose a familiar user interface technologyTrack your automation time savings

Lessons Learned – Automation Stack

9 10 11 12 1 2 3 4 50

1000

2000

3000

4000

5000

6000

Example Report – Hours Saved Per Month

Automation can be scaryNibble around the edgesPareto Principle - tackle the “80% case”Approvals can ease anxietyAvoid building “applications”

Lessons Learned – Cultivating a Culture of Automation

Companion Blog Posts Published on the Building Clouds Blog

These posts contain detailed, step-by-step instructions for all of today’s demos.

DCIM-IL2020RR Windows Server 2012 R2 Windows PowerShell Fundamentals

DCIM-B321 Windows Azure Pack: Automation Essentials for Tenant Provisioning

DCIM-B411 Datacenter Integration Using Service Management Automation in Microsoft System 2012 R2 Orchestrator

DCIM-B347 Introduction to Microsoft Azure Automation

DCIM-B334 In-Depth Introduction to Service Management Automation

Related content

Come Visit Us in the Microsoft Solutions Experience!

Look for Datacenter and Infrastructure ManagementTechExpo Level 1 Hall CD

For More InformationWindows Server 2012 R2http://technet.microsoft.com/en-US/evalcenter/dn205286

Windows Server

Microsoft Azure

Microsoft Azurehttp://azure.microsoft.com/en-us/

System Center

System Center 2012 R2http://technet.microsoft.com/en-US/evalcenter/dn205295

Azure PackAzure Packhttp://www.microsoft.com/en-us/server-cloud/products/windows-azure-pack

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