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2. Module 4: Creating a Service Request in System Center 2012 R2: Service Manager Andrew McMurray Technical Evangelist – Windows Infrastructure Microsoft Corporation
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3. Building a comprehensive service catalog
System Center Marketing
5/22/2018
Building a comprehensive service catalog
Service offerings
Request offerings
Service request templates
IT service that is being delivered
Create request offerings for services that IT will deploy
IT enables business unit users to request in the Service Catalog
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

4. Delivering a service end-to-end
System Center Marketing
5/22/2018
Delivering a service end-to-end
Service offering
Request offerings
Work item used to identify and classify standard IT services
Offering created by IT service provider that consumers request using the service catalog
Contains one or more request offerings
Based on a template
Templates
Minimize data entry by providing default values
The service catalog
Standardize processes
Step 6:
Add Request Offerings to Service Offerings
Step 1: Create Service Offering
Step 2: Create service request template
Step 3:
Publish Service Offering
Step 4:
Create Request Offering
Step 5:
Publish Request Offering
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

5. System Center Marketing
5/22/2018
Service offering
Work item used to identify and classify standard IT services
Contains one or more request offerings
Service Offerings create a catalog item that categorizes and helps surface request offerings
Provides consistent delivery of service-related details including
Knowledge articles
Service level agreement information
Cost and chargeback–related information
Step 1:
Task - Create Service Offering
Step 2:
Show General Page
Step 3:
Show Detailed
Information Page
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

6. System Center Marketing
5/22/2018
Templates
Minimize data entry by providing default values
Standardizes processes
Ensures compliance
Standardizes data capture
Can be used to create or update any object. Request offerings are based on templates
Step 1:
SM Console
Step 2:
Task - Create Template
Step 3:
Service Request Template Form
Step 4:
Manual Activity Form
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

7. System Center Marketing
5/22/2018
Request offerings
Offering created by IT service provider that consumers request using the service catalog
Based on a template
Creates a service request or incident
Defines user prompts for data input
Free text entry
List
Query-based list for selection of CMDB objects
Other types of input
Defines mapping of user responses to properties of the service request or incident being created
Step 1:
Task - Create Request Offering
Step 2:
Show General Page
Step 3:
Show User prompts
Page
Step 4:
Show Configure prompts
Page
Step 5:
Show Publish
Page
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

8. Service catalog and the deployed service
System Center Marketing
5/22/2018
Service catalog and the deployed service
When all the components come together: a service offering with one or more request offerings based on templates, the service catalog is ready. IT then provisions it in the self-service portal
A deployed service that empowers users to make requests in a controlled environment, based on their role, through a simple easy-to-use portal
Step 6:
Add Request Offerings to Service Offerings
Step 1: Create Service Offering
Step 2: Create service request template
Step 3:
Publish Service Offering
Step 4:
Create Request Offering
Step 5:
Publish Request Offering
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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.

9. Demo Creating a Service Request Tech Ready 15 5/22/2018
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, 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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11. 5/22/2018 1:17 AM
© 2012 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.
© 2010 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.