Information Technology Reference
In-Depth Information
ers are able to submit requests and view the status of those requests using the portal. Figure
1-30 shows the Service Manager 2012 R2 Self-Service Portal.
FIGURE 1-30
Self-Service Portal
When a user submits a request using the self-service website, the request is forwarded to
the Service Manager server where the information submitted through the self-service website
is processed. You can publish Service Manager requests and service offerings to the Self-Ser-
vice Portal. Many organizations use the Self-Service Portal to allow users to submit their own
incident tickets as an alternative to contacting the help desk.
This functionality is only the tip of the iceberg. If you integrate Service Manager with other
System Center products, such as Operations Manager, Orchestrator, and Virtual Machine
Manager, you can offer services that leverage these products through the Self-Service Portal.
For example you could create a service offering that:
1.
Allows users to request and deploy virtual machines through System Center Virtual
Machine Manager, with the details of that request and subsequent deployment all
logged within Service Manager.
2.
Allows users to put SQL Server databases into protection, or perform self-service
recovery by leveraging Service Manager integration with Data Protection Manager and
Orchestrator.
Allows users to trigger Orchestrator runbooks. Since runbooks can be created to per-
form almost any task within your organization's Windows-based infrastructure, you can
provide users with the ability, through the Self-Service Portal, to trigger any task for
which you can build a runbook.
3.
