pre-con ed: building basic workflows in ca service management

Pre-Con Ed: Building Basic Workflows in CA Service Management Darren Arcangel – Sr. Principal Services ArchitectGary Eisenhuth – Sr. Services Architect – CA Technologies

AMX32E

AGILE MANAGEMENT

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For Informational Purposes Only

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The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type

of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

Terms of this Presentation


Agenda

DEFINING YOUR WORKFLOW REQUIREMENTS

FUNCTIONAL ARCHITECTURE

SERVICE DESK CHANGE MANAGEMENT WORKFLOW

GETTING STARTED WITH OOTB WORKFLOWS

SERVICE CATALOG APPROVAL WORKFLOW PROCESSES

SERVICE CATALOG FULFILLMENT WORKFLOW TYPES

1

2

3

4

5

6


Defining your Automation Requirements

Review of approval processes

Review of fulfillment processes

What artifacts exist?

Do you have well defined process flow diagrams?

Does your Service Management system have the data to support your process requirements?

What are your current pain points in your process?

Defining requirements before starting is a best practice


Taking an Agile Approach

Allows you to prototype the process and get immediate feedback

Using the OOTB CA processes helps to “quick start” an implementation

Design workshops help to get everyone involved and on the same page


Functional Architecture

CA Service Management supports the following ITIL processes:– Incident, Problem, Change, and Knowledge Management

– Service Asset and Configuration Management

– Service Catalog Management and Request Fulfillment

Integrations:– Inputs / Outputs

– Triggers

– User Stories / Cross-functional Use Cases

The Processes Behind the Workflow


Functional Architecture ExampleRequest Fulfillment Process


Functional Architecture ExampleRequest Fulfillment Procedure


How Process Automation is used in Service Management


Configuration of the CA Service Catalog – CA Process Automation Integration

The configuration between CA Service Catalog and CA Process Automation is done from the following interface. The OOTB process content is also loaded from this interface.


CA Service Catalog Pre-Built Content

Process Automation Pre-Built content is loaded from CA Service Catalog into CA Process Automation. You can use these processes as a starting point to build your own processes for your Service Management deployments.


Process Automation Datasets

Global Datasets provided with the pre-defined content allow you to get started by updating information related to your environment.

The Global Datasets contain information for login credentials, hostnames, URL application links, etc.


Service Desk Process Automation Connectors

Install and configure under the Connectors tab

Obtained from the CA Support site


Service Desk Process Automation Connectors

CA Process Automation Connectors for CA products

Provides Predefined Operators for Service Desk

Service Desk Custom Operators


Service Desk Options Manager Integration

Required parameters are the CA Enterprise Entitlements Manager Host, CA Process Automation server and Port, CA Process Automation Administrator User ID and Password

After you configure Options Manager the Service Desk services must recycled for changes to take effect


Service Desk Process Automation Content

$NX_ROOT\samples\CA_PAM_Workflows

The Process Definitions that are provided with the Content Pack for ITIL for CA SDM

You will need to import these process definitions into CA Process Automation

Sample Processes Include– Order PC Workflow

– Problem Analysis Workflow

– Change Management Workflow

Pre-defined Process Automation Content is provided with CA Service Desk Manager (CA SDM)


Service Desk Content Service Desk Content Folder Structure in CA Process Automation


Service Catalog Approval WorkflowOOTB Approval Workflow example using CA Process Automation

Submitted Approval Done

Pending ApprovalApproved 1 to N levels of Approval


Service Catalog Fulfillment Workflow TypesSimple, Complex and Service Desk

Pending Fulfillment

Service Desk Ticket Opened

Asset Inventory Procurement

Fulfillment Completed


Recommended Sessions

SESSION # TITLE DATE/TIME

AMX19SCase Study: Going from Zero to 100 in ITSM Without a Seat Belt

at Michigan State University11/16/2016 at 12:45 pm

AMX11SCase Study: Integrating Service Management Processes to

Improve Systems Stability and Reduce Outages and Downtime11/16/2016 at 1:45 pm

AMT114SGet With the xFlow – CA Service Management Customers Tell

Their Stories About the New xFlow User Experience11/16/2016 at 3:00 pm


Must See Demos

Service Desk and Support Analyst xFlow Experience

Software and

Hardware Asset Management

Request

Management and Self-service

Management

Insights –

Reporting and

Dashboards


Questions?


Thank you.

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