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Self-Service Portal
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Lesson objectives
Self-Service Architecture
Analyst Portal
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Self-Service Architecture
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Architecture
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Technology Layers
Custom Portal
(Cannot Host SM Webparts)
Prerequisites
Service Manager
Custom Data Base Installation
Webparts
Customization
SM
Web Parts Options:
Custom Add/Remove
Frontend Web Parts
Build New Frontend
Custom
Web Parts Build New Portal
SM Can be hosted on
Web Parts Data Access
SharePoint
SM Portal
Frontend
SharePoint
ASP.NET 3.0
IIS 7.0 Role
Windows Server 2008 & R2
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Service Account
Must be Local Admin on Portal, SM MS, and SQL
Server
Must have System Admin Rights on SQL Server
Use SDK Service Account When Installing the
Portal
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IIS Settings
Set AppPool Account to Service Account
Used in Setup
Enable Windows Authentication and Disable
Anonymous Authentication
Configure Portal Settings
Will Provide How-To Blog in Near Future
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Enabled Scenarios
View global announcements
Search and view knowledge articles
Create incidents and change requests (IR &
CR)
View request status
IR, CR, SSSP
Password Reset (using FIM 2010)
Software provisioning (using ConfigMgr
‘07)
With or without approvals
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Enabling Technologies
ASP.NET
IIS
SM SDK Infra
CMDB
SCCM Connector
Active-X control for getting machine name
Portal binaries packaged in Setup.MSI
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Components of SCSM Portals
Client side
Browser
Active-X
Administrator UI
Server side
InProc SDK
Service Account
IIS
CMDB
Additional topics of interest
Creating SSSP “Software catalog”
Approval process for SSSP
Data flow and information exchange
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Portal Internals – Part I
The ASP.NET portal will connect to Service manager DB via the in-process
SM server.
Portal is designed for distributed environments
The Data Access server is in running in the local IIS process hence it uses
the windows identity of Principal object in the HttpRequest.
Since the application pool of the ASP.NET portal application will be
configured to use a specific SM user identity we will be connecting to SM
as this user.
IIS
SM Portal
SvcMgr
SM Server Create/Update
Create/Update Instances
Instances Query
Query Results
Results Instance
Instance Properties
Properties
DB
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Portal Internals – Part II
SSSP pulls SCCM Package data from SvcMgr DB
That data comes via the CM Connector
Those packages are exposed in the Portal section of the Admin UI
A “Software Catalog” is created by the Administrator
Done by associating packages with a deployment process and CR templates
That catalog is displayed to the user
A user comes to the Portal
Active-X gets the machine name
The user selects an application from the available list
A workflow process kicks-off based on the deployment process
SM initiates the software distribution process and tracks status
Software gets deployed by ConfigMgr agent and user gets the application
IIS SSP
SSP
Deployment
Deployment WMI
SM Portal Workflow
Workflow Prov
SvcMg
SM Server Create/Update
Create/Update Instances
Query
Query Results
Instances
Results Instance
Instance Properties
Properties r DB
ConfigMgr
ConfigMgr ‘07
‘07
SM DAS SP1/R2
SP1/R2
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Software Requests
Purpose:
To allow users to request software via web.
To automate approvals and routing of software
requests.
Limitations:
Only one program may be executed from a package.
Software offered is not scoped to Duplication
Template user groups/roles.
If a “New Change Request” workflow applies a template, it will
overwrite the template used by the software deployment process.
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Scenario: Automating End-user Software Request
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Supported Topologies
Any Combination of Portal, SM Management
Server, SMDB (SQL), and SM Console
Multiple IIS Servers Under a Network Load
Balancer, with Each Node Hosting the Portal.
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SharePoint Configuration
• Install Portal on SharePoint Server
• Copy Over Web Parts
• Add Files to GAC
• Edit Web.config file
• Create Pages
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Modifying
You can remove Reset Password and
Request Software Links
Change Company Graphics in the Self-
Service Portal
Web parts can be shown in SharePoint
Self Service Portal cannot be modified or
change except for the things listed above,
eg. Adding fields or buttons
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Password Reset Link
This is only a link to an existing Password Reset Webpage
Configuring Password Reset Link
Navigate to \inetpub\wwwroot\\System Center Service
Manager
Open:
Portal\EndUser\Home.aspx
Portal\EndUser\MasterPages\ServiceManagerPortal.master
Portal\EndUser\MasterPages\ServiceManagerCommandsMaster.master
Make the addition below in green
<SM_WebParts:HomePageTasks ID="HomePageTasksWebPart"
runat="server" Title=" " ResetPasswordUrl=”http://<link to password
reset URL>”/>
Save Changes
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SM Console Settings
Configuring Portal Settings
Configuration Manager Software Deployment
Configuration
Site Server Name: Best practice is to use the central
site server.
Site Code: central site server site code.
End User Portal Contact IT Settings
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Home Page Image – End User Portal
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Home Page Image – Analyst Portal
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Certificates
Portal by default uses port 443 which requires a
server certificate.
If you are not creating a domain certificate (I.e.
Lab Environment), use the following steps to
resolve the certificate error:
In IIS Manager, create a Self-Signed Certificate
Export the certificate to an accessible location
Open the MMC console on the client machine, and
add the certificate snap-in
Import the newly created certificate to the “Trusted
Root Certification Authorities” directory.
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Self-Service End User
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Self-Service Portal
Enabling the end-user
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Self Service Portal
The self-service portal allows end users to
perform the following functions
Submit new incidents
View announcements
View and search knowledge base articles
Reset their password (requires Microsoft®
Forefront Identity Manager)
Self-service software provisioning (requires
System Center Configuration Manager 2007)
Contact support by e-mail, phone, or chat
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Announcements
Purpose:
To reduce duplicate requests caused by problems with
the same root cause.
To keep end users informed about current and future IT
plans, events, issues, etc…
Created by Administrators Using the Service
Manager Console.
Visible in both the End User and Analyst Portals.
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Knowledge
Purpose:
To allow end users to solve their own problems using SM
knowledge base.
Created by members of the “Author” and “Administrator”
roles using SM Console.
Appear in the portal only if they are published.
Top 10, based on analyst rankings, are shown on the home
page.
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Self-Service Analyst
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Analyst Portal
Purpose:
Enable Change Request and Activity users to
update work items without requiring SM
console.
User Can:
Approve/Deny Review Activities.
Mark Manual Activities as Completed/Failed.
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Self-Service Analyst
In addition, the IT Analyst can perform the
administrative procedures on the self-
service portal:
View, edit, and delete announcements
View, edit, and delete top bar links
Change the company logo on the Web pages
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Self Service Portal
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Demonstration
Service Manager
Self-Service Portal
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Service Manager Self-service
Portal Review Questions
Which two personas does the Self-service
Portal target against?
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Hands on Lab
Service Manager
Self-Service Portal
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Summary
Understanding SSP Architecture
IIS
Web Certificate
Integration to SCCM
End-user
Submit Incident & Changes
Password Reset
Analyst
Approve Changes / Activities
Edit IT Announcements
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© 2008 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.
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