{"id":965,"date":"2015-01-15T10:00:00","date_gmt":"2015-01-15T09:00:00","guid":{"rendered":"http:\/\/blogs.encamina.com\/mascrm\/?p=965"},"modified":"2015-03-28T15:16:26","modified_gmt":"2015-03-28T14:16:26","slug":"system-center","status":"publish","type":"post","link":"https:\/\/blogs.encamina.com\/mascrm\/2015\/01\/15\/system-center\/","title":{"rendered":"Integraci\u00f3n entre Microsoft Dynamics CRM y System Center"},"content":{"rendered":"<p><a href=\"http:\/\/www.microsoft.com\/es-es\/server-cloud\/products\/system-center-2012-r2\/explore.aspx\" target=\"_blank\">Microsoft System Center<\/a> es un producto que permite <strong>automatizar tareas<\/strong> propias de la gesti\u00f3n de las <strong>infraestructuras, servicios de TI y aplicaciones<\/strong>. Y <a href=\"http:\/\/www.microsoft.com\/es-es\/dynamics\/crm-customer-care.aspx\" target=\"_blank\">Microsoft Dynamics CRM<\/a> es una soluci\u00f3n ampliamente utilizada como <strong>sistema de gesti\u00f3n de incidencias<\/strong> en <strong>Departamentos de Soporte de TI<\/strong>.<\/p>\n<p><div id=\"attachment_967\" style=\"width: 160px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-967\" class=\"size-thumbnail wp-image-967\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/SystemCenter1-150x150.png\" alt=\"System Center\" width=\"150\" height=\"150\" \/><p id=\"caption-attachment-967\" class=\"wp-caption-text\">System Center<\/p><\/div><\/p>\n<p>Este art\u00edculo describe c\u00f3mo la <strong>integraci\u00f3n entre ambos sistemas<\/strong> puede ayudar a automatizar muchas de las tareas de soporte en el \u00e1mbito de TI desde el sistema CRM a trav\u00e9s de la integraci\u00f3n entre ambos sistemas. <!--more--><\/p>\n<h1>Automatizaci\u00f3n de tareas en System Center<\/h1>\n<p>Adem\u00e1s de ser una extraordinaria herramienta de monitorizaci\u00f3n, Microsoft System Center permite, gracias a los <a href=\"https:\/\/technet.microsoft.com\/en-us\/library\/hh295851.aspx\" target=\"_blank\">Orquestator Integration Packs<\/a>,\u00a0automatizar multitud de tareas desde la gesti\u00f3n de infraestructura propia de un fabricante (HP, IBM, VMWare, &#8230;) hasta llamadas a <a href=\"http:\/\/blogs.technet.com\/b\/orchestrator\/archive\/2014\/03\/27\/authoring-sma-runbooks-in-the-powershell-ise.aspx\" target=\"_blank\">PowerShell <\/a>capaces de implementar\u00a0<em>casi<\/em> cualquier requerimiento a nivel de sistemas\u00a0(Office 365, Azure, SharePoint, Active Directory, Exchange&#8230;).<\/p>\n<p>En este art\u00edculo nos centraremos en las tareas relacionados con la gesti\u00f3n de usuarios:<\/p>\n<ul>\n<li><strong>Active Directory<\/strong>: crear, actualizar o deshabilitar\u00a0usuarios; agregar o quitar usuarios a\/de grupos, resetear passwords, o desbloquear usuarios.<\/li>\n<li><strong>Exchange<\/strong>: crear, actualizar habilitar\u00a0o deshabilitar buzones.<\/li>\n<\/ul>\n<h1>Gesti\u00f3n de incidencias en CRM<\/h1>\n<p>Por lo que a Dynamics CRM respecta\u00a0lo que se pretende es que los T\u00e9cnicos de Soporte, el primer nivel del Servicio de Soporte, utilicen <strong>una sola herramienta<\/strong> de Back Office, Dynamics CRM, y evite escalar las tareas que se pueden automatizar v\u00eda System Center, a un segundo nivel de soporte m\u00e1s &#8216;t\u00e9cnico\/especializado&#8217; (el propio Departamento de TI por ejemplo).<\/p>\n<h1>Integraci\u00f3n entre CRM y System Center<\/h1>\n<p>Para conseguir este escenario lo que se requiere,\u00a0t\u00e9cnicamente hablando\u00a0es:<\/p>\n<ol>\n<li>Tener creadas las\u00a0<strong>actividades<\/strong> para la gesti\u00f3n de usuarios como <a href=\"https:\/\/www.youtube.com\/watch?v=sosP3PtPDzY\" target=\"_blank\">Runbooks<\/a>\u00a0en System Center (directamente con los &#8216;integration packs&#8217; o bien a trav\u00e9s de Powershells).<\/li>\n<li>La <strong>integraci\u00f3n entre ambos sistemas<\/strong> con los t\u00e9cnicas y protocolos que ambos sistemas ofrecen: <a href=\"https:\/\/msdn.microsoft.com\/en-us\/library\/gg328264.aspx\" target=\"_blank\">custom actions<\/a> en CRM utilizadas en <a href=\"https:\/\/msdn.microsoft.com\/en-us\/library\/gg334463.aspx\" target=\"_blank\">di\u00e1logos<\/a> personalizados, llamando al <a href=\"https:\/\/msdn.microsoft.com\/en-us\/library\/hh921685.aspx\" target=\"_blank\">Web Service<\/a>\u00a0expuesto por System Center.<\/li>\n<\/ol>\n<h1>Asistente guiado<\/h1>\n<p>Como resultado de esta soluci\u00f3n, los T\u00e9cnicos de Soporte, usuarios del sistema CRM,\u00a0disponen de un asistente que les permite seleccionar la actividad a realizar e introducir los datos requeridos para cada acci\u00f3n en concreto.<\/p>\n<p>Y cuyo resultado es la <strong>ejecuci\u00f3n inmediata<\/strong> de una actividad que, de otra forma, requerir\u00eda no solo la intervenci\u00f3n de un T\u00e9cnico Especializado de segundo nivel (i.e: un Administrador de Sistemas), sino un aplazamiento en la resoluci\u00f3n de la incidencia.<\/p>\n<p><div id=\"attachment_968\" style=\"width: 645px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-968\" class=\"wp-image-968 size-full\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC1.png\" alt=\"Asistente System Center\" width=\"635\" height=\"702\" srcset=\"https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC1.png 635w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC1-271x300.png 271w\" sizes=\"auto, (max-width: 635px) 100vw, 635px\" \/><p id=\"caption-attachment-968\" class=\"wp-caption-text\">Asistente System Center<\/p><\/div><\/p>\n<p><div id=\"attachment_969\" style=\"width: 645px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-969\" class=\"wp-image-969 size-full\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC2.png\" alt=\"Cambio de password\" width=\"635\" height=\"702\" srcset=\"https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC2.png 635w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC2-271x300.png 271w\" sizes=\"auto, (max-width: 635px) 100vw, 635px\" \/><p id=\"caption-attachment-969\" class=\"wp-caption-text\">Cambio de password<\/p><\/div><\/p>\n<p><div id=\"attachment_970\" style=\"width: 645px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-970\" class=\"wp-image-970 size-full\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC3.png\" alt=\"Confirmaci\u00f3n de cambio de password\" width=\"635\" height=\"702\" srcset=\"https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC3.png 635w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/10\/DialogSC3-271x300.png 271w\" sizes=\"auto, (max-width: 635px) 100vw, 635px\" \/><p id=\"caption-attachment-970\" class=\"wp-caption-text\">Confirmaci\u00f3n de cambio de password<\/p><\/div><\/p>\n<h1>Conclusiones<\/h1>\n<p>Como resultado, los T\u00e9cnicos de Soporte de primer nivel ejecutan estas actividades especializadas, propias del segundo nivel, de forma autom\u00e1tica y sin la necesidad de su intervenci\u00f3n, pudiendo hacer una <strong>resoluci\u00f3n instant\u00e1nea<\/strong> de la incidencia y mejorando notablemente tanto la <strong>calidad del servicio<\/strong> prestado como la <strong>productividad<\/strong> de la organizaci\u00f3n.<\/p>\n<p>Esta soluci\u00f3n no solo puede ser \u00fatil a un Departamento de Soporte sino que puede ser puesta a disposici\u00f3n de, por ejemplo,\u00a0un <strong>Departamento de Recursos Humanos<\/strong> para que, sin intervenci\u00f3n siquiera del Departamento de Soporte, realice de forma aut\u00f3noma las tareas de sistemas requeridas para dar de alta un nuevo empleado en los sistemas de informaci\u00f3n de la organizaci\u00f3n.<\/p>\n<p><div id=\"attachment_973\" style=\"width: 645px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" aria-describedby=\"caption-attachment-973\" class=\"wp-image-973 size-full\" src=\"http:\/\/blogs.encamina.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/01\/DialogSC5.png\" alt=\"Aprovisionamiento completo de un usuario\" width=\"635\" height=\"860\" srcset=\"https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/01\/DialogSC5.png 635w, https:\/\/encaminablogs.wpenginepowered.com\/mascrm\/wp-content\/uploads\/sites\/10\/2015\/01\/DialogSC5-222x300.png 222w\" sizes=\"auto, (max-width: 635px) 100vw, 635px\" \/><p id=\"caption-attachment-973\" class=\"wp-caption-text\">Aprovisionamiento completo de un usuario<\/p><\/div><\/p>\n<p>&nbsp;<\/p>\n<!-- AddThis Advanced Settings generic via filter on the_content --><!-- AddThis Share Buttons generic via filter on the_content -->","protected":false},"excerpt":{"rendered":"<p>Microsoft System Center es un producto que permite automatizar tareas propias de la gesti\u00f3n de las infraestructuras, servicios de TI y aplicaciones. Y Microsoft Dynamics CRM es una soluci\u00f3n ampliamente utilizada como sistema de gesti\u00f3n de incidencias en Departamentos de &hellip; <a href=\"https:\/\/blogs.encamina.com\/mascrm\/2015\/01\/15\/system-center\/\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><!-- AddThis Advanced Settings generic via filter on get_the_excerpt --><!-- AddThis Share Buttons generic via filter on get_the_excerpt --><\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[6,91,87,38,88,78],"tags":[],"class_list":["post-965","post","type-post","status-publish","format-standard","hentry","category-automatizacion","category-consultancy","category-desing","category-integration","category-service","category-xrm"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.2.1 (Yoast SEO v28.3) - 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