self-service automation deep dive
TRANSCRIPT
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SELF-SERVICE AUTOMATION DEEP DIVEBrett Moffett, Solution Architect, Cireson
Mat Barnier, Director, Systemology
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YOUR PRESENTERS
Mat has been in IT for 25 years and gained experience from a range of areas, including pure Engineering to Management.
Mat established one of Australia's largest ITSM practices with over 150 staff operating in over eight offices in three countries across Asia Pacific.
He is recognised in the Service Management industry as the ‘father’ of ITSM and highly respected by his peers in the industry.
Systemology is Australia's ONLY premium level partner.
Brett is responsible for technical customer and partner enablement in Australia.
Beginning his career in service desk environments, he comes to Cireson with over 20 years in the IT industry.
Given his experience, Brett is all too aware of the many challenges with IT Support and associated ITSM tools.
Nowadays Brett’s passion lies in promoting the System Center platform as the leading solution for on premise, service provider and Microsoft Azure environments.
@Moff25 [email protected]
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AGENDA
• Benefits of Automation
• Automation beyond IT: Facilities, Telecom, HR and Finance
• Understanding Automation Return on Investment
• Tools: SMA Connector, Orchestrator, Native SCSM, Cireson
• Automating Service Catalog Security
• Automating Reporting
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STANDARDIZE SERVICE DELIVERY
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DELIVERING A SERVICE END-TO-END
Request offeringsService offering
Templates
The service catalog
Step 1: Create Service Offering
Step 4:Create Request Offering
Step 2: Create service request template
Step 5:Publish Request Offering
Step 3:Publish Service Offering
Step 6:Add Request Offerings to Service Offerings
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ACTIVITIES
Review Activity
In ProgressOn-Hold
Manual Activity
Runbook Activity
CompletedFailed
CancelledSubmittedNew
Activity Status
PendingIn Progress
On HoldCompleted
FailedCancelled
Re-RunSkipped
Activities ..
Work Item (Change, Service Request)
Closed
Activity Status Activities
RA – Review ActivityMA – Manual ActivityDA – Dependent ActivityPA – Parallel ActivitySA – Sequential ActivityRB – Runbook ActivityXX – Your own
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AUTOMATION BENEFITS – WHY AUTOMATE?
• Costs Saving
• Fast, Accurate, No rework or forgotten tasks
• Retain Tacit Knowledge
• Staff
• Challenges - Staff
• Repeatable & Dependable
• Expand for Error Handling
• Calls, email & paperwork reduction
• Right information at first touch to the right person
• Supports Maslow Process (Unconsciously Competent)
• Auditability
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BEYOND IT – SCALING OUT
• Wide and Shallow
• Looks to end users like a full catalogue and encourages them to come back
• Covering a lot of ground and departments
• Not many Questions (Description + Attachment)
• Build the “Shop Front”
• Narrow and deep
• Users may not see what they want and leave, hard to encourage them back
• Small amount of offerings
• Deeply defined and automated
This example uses IT OperationsWould be displayed only to IT operational staffCould contain Request Offerings such as
Virtual Machine RequestDatabase Instance RequestRequest additional VM Resource AllocationTrigger Change Request as appropriate
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AUTOMATING BEYOND IT
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BEYOND IT – SCALING OUT AND GROUPING
• Shop Front Model
• Department Style Model
works well
• Segregates Ownership
• Management Pack
Maintenance in groups
• Drive Requests straight to
the team that will deal
with them
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ROI CONSIDERATIONS - PEOPLE
• Eliminate Double Handling and handoffs
• Assign to the correct team/people from first logging
• You can measure this now
• Get the right information at the point of the request
• Use Questions
• Stops the calling back phone tag to get information
• Control choices
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ROI CONSIDERATIONS – BUILDING OUT
• Drive a basic process initially build it out over time
• Add an Approval
• Add task allocation with manual tasks
• Pick your targets to Automate
• Most requested to get biggest bang for the buck
• Highest risks in manual handling errors
• Automation to covert the tacit or specialized knowledge,
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ROI CONSIDERATIONS – CONSISTENCY & BUILD
• Define a standard “Default” process one or two steps, Approve & Do for example
• Bulk Build using a spreadsheet to build the catalog, gain feedback and do the loads
• Tools are available, scripts etc
• Define Standardized Automation Activities and re-use, modular design of automations and call each for larger tasks
• Add user to AD
• Add user to AD Group
• Add User to Application etc
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AUTOMATE - LATERAL THINKING
• I want descriptions and details all carried
to the Activities for approvals say
• I want Changes Initiated after I have
approved a Request for an Enhancement
or other defined task and I want them
linked to the Request (DA)
• I want dynamic approvers placed in
Review Activities depending on the
Service owner or CI impacted.
• I want the process altered depending on
the questions answered with additional
tasks and who they are allocated to.
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REPORTING REQUESTS LIKE THE PORTAL
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TOOLS
Brett will talk about the tools but to cheat we can use a common Orchestration calling a PowerShell and pass it the script name.
– Orchestrator add in (Charles Joy) that supports 64 Bit PowerShell
– SMLets Service manager Commandlets Library
– We can then bulk build our catalog with Script placements creating Templates
– Develop the scripts at our leisure to replace the default script
– Simplified SCSM Templates and common design, immensely scalable with ready to go placeholders
– There is nothing you cant do in PowerShell – learn it
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ASSUMPTIONSThis is a Deep Dive session.
• Familiar with SCSM & Cireson Products
• Familiar with Orchestrator and PowerShell
Deep Dive
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AUTOMATION OPTIONS
System Center Orchestrator Service Management Automation (SMA)
Native to System Center 2012
GUI Interface
PowerShell V2 native support
Little to no prerequisites
Many pre created Integration packs
Native to System Center 2012 R2
NO GUI Interface
PowerShell V3 based (Workflows)
Many prerequisites (WAP)
No pre created code. All PowerShell
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SHOULD I USE AUTOMATION OR ORCHESTRATOR?
If you already have System Center 2012 installed, and you do not plan to install Windows Azure Pack, use Orchestrator.
If you are planning to use the Windows Azure Pack, use Automation, and then you can continue to leverage your System Center 2012 installation (if one exists).
https://technet.microsoft.com/en-US/library/dn469258.aspx
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EXAMPLENEW USER ON-BOARDING
New AD Account
New Exchange Account
New Office 365 Subscription
New Security Pass
New Office Key
New RSA Security Fob
New User Induction Documents
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DEMODynamic Service Provisioning – “Corporate Application Access”
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WHAT’S IT WORTH?
This Quarter have processed 66 New User requests
15 minutes saved per request
990 Minutes saved this quarter
@ $45per Hour that is a $742.50 saving
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WHAT’S IT WORTH?
This Quarter have processed 265 Corporate Application Access Requests
45 minutes saved per request
70,225 Minutes saved this quarter
@ $45per Hour that is a $8,943.75 saving
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WHAT’S IT WORTH?
Projected forward savings: $38,745pa
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