pre-con education: building basic itsm workflows in ca service management
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Pre-Con Education: Building Basic ITSM Workflows in CA Service Management
Ramy Hassanein
IT Service Management
CA Technologies
Sr Principal Consultant Pre-SalesDO5X96E
@MrRamyRamy
#CAWorld
#ITSM
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© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 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.
For Informational Purposes Only
Terms of this Presentation
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Abstract
Learn how to build basic ITSM process workflows. Examples will use flows relevant to common service management processes.
Ramy Hassanein
CA Technologies
Sr. Principal Consultant Pre-Sales
4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Agenda
INTRODUCTIONS
VOICE OF THE CUSTOMERS
CA PROCESS AUTOMATION SOLUTION W/ SERVICE MANAGEMENT OVERVIEW
USE CASE SUCCESS STORIES
Q&A
1
2
3
4
5
Voice of the Customers
CA Process Automation (CA PA)Solution Overview
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Integrating: • People• Process• Technology
To drive streamlined, repeatable and automated processes across an enterprise.
To achieve consistent results in processes and data.
CA Process AutomationDriving Automation Across the Organization
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Why Automate?
IT Goals:
• Reduce Risk
• Improve Quality
• Reduce Cost
• Reduce the Time to Value
How…
1. Repeatability
2. Consistency (Process and Data)
Predictability
Which Leads to Optimization
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CA Process Automation Use Cases
Incident & Problem
Request
Change
Configuration
Examples…
1. Self-service and task support to
initiate and interact (approvals,
decisions, etc.) with automated
processes
2. In-flight process correction to
handle unknown edge conditions
and resulting in quicker time
to production
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CA Process Automation: Universal Orchestration
MF UNIX/Linux Windows Physical
VirtualX86, AIX, Solaris
CA Process Automation
PlatformSupport
NetworkOperations
Configuration Management
Job Scheduling
Change Management
Server Provisioning
Help Desk
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The Enterprise Grade Orchestration Engine “Key to Success”
Process Control &
Resiliency
Security Framework
Enterprise Integration
Architectural Flexibility
& Scalability
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• Full Stack Provisioning
• Request to Fulfillment
• OS, Application, Network, Security, etc.
• Application Operations/Management
• DevOps/Release Management
• Provisioning/De-provisioning
• People and Infrastructure
• Service Management ITIL Methodology
• Event & Incident Management
• Lifecycle – Diagnostics, Remediation, Validation
• Auto-Ticketing
• Ticket/Event Synchronization
• Self-service IT fulfillment
• Disaster Recovery
CA Process Automation Common Use Cases
ITIL is a registered trademark of AXELOS
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SNMP Trap is triggered in NMS
Look up Asset SLA & Criticality
Failed
Service Transition – TodayIncident & Problem Management scenario
1Alert is validated through manual testing
3
4
Validate that service has been restored
11
Data Center Ops notifies NOC server has been fixed
10
Check Change Mgmt for current or recent change activity
7
Alert is assigned to Data Center Ops for repair
8
Create Trouble Ticket
6Escalate Ticket / Alert based on SLA and Asset Importance
5
Data Center Ops fixes the server issue
9
Update ticket information and notify call center 12
Alert received at NOC
2
Close Incident & Notify End User
13
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15 min 30 min 45 min 60 min
Start
ManualProcess
Triage Remediation
Validation & Closure
Previously manual process of triage, information gathering and documentation has been completely automated.
Common remediation workflow are documented within and performed by CA PA
CA PA orchestrates retesting procedures to ensure remediation achieved. Once success is validated, documentation and closure process completes in fully automated fashion.
Busy NOC personnel reactively manage issues based on priority, however, high priority alerts may sit in queue if operators are working other issues.
Remediation handled remotely by Data Center operations personnel.
First available NOC operator receives email notification from DC Ops. Must familiarize themselves with issue and then perform validation testing and incident closure.
AutomatedProcess
Service Transition – TomorrowManual vs. Automated Response Timelines
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CA Process Automation in ActionCA Customer: Real World Example 1
Large International Financial Company:
Seeking to Reduce costs associated with manual resolution of service requests:
• Currently handle an average of 20,000 Same Day Requests each per month.
• Seeking to reduce the number of manual (SDRS), by automating the process.
• Each manual request cost $19. ($4.56 Million / Year)
Expected reduction in manual SDRS of 50% or $3,000,000 / year in savings
"By the way, we had some stats today that you might find interesting. We've integrated [CA Process Automation] with CFEngine to allow the build teams to self service some of their activity (installing monitoring software, configuring DNS and that sort of thing). We've had 39,000 requests so far that the CFEngine team calculated would have taken 30 minutes each to complete and has saved 9 man years. That's not bad at all!"
- VP IT, Same Large Financial Company, June 2015
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Customer submits order request via email to IT for new production environment
Example of Service Operations – TodayService Request Provisioning Workflow
IT Project Manager reviews request, confirms info and creates a Provisioning Ticket to schedule
Server Ops provisions new VM’s & loads hardened OS config via CMS
Project Manager notifies Customer that order is complete and closes Provisioning Ticket
IT Project Manager confirms order information and validates request
Network & Security Ops allocate IP address subnet and provision/configure firewall & VPN access
EMS/NMS team configures monitoring; NOC personnel test server and notifies Project Manager of ‘success’ or ‘failure’
App/DB Team provisions DBMS and App Environment
Customer’s production system is up and ready for use
(Failure)
Storage Team provisions required disk capacity from existing array and adds into backup systems and schedules daily routine
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7 days 14 days 21 days 28 daysStart
Manual process causes delays in communication between groups.
Data Center Ops waits for Server, Network, Storage & App assignments from other overloaded groups.
Notifications to Provisioning teams delay iteration in workflow from group to group. Manual service configuration takes place as groups have time (orders often lost / delayed). Testing of final solution
performed by IT Project Mgr. Often provisioning errors cause re-provisioning of servers and/or services.
Service Request process immediately initiates and begins provisioning process for new product environment. CA PAM orchestrates provisioning actions with corresponding systems for network, security, server, storage and application installation and configuration via CMS.
Once new production network, VM’s, server, storage & app software installed & configured, CA PAM performs automated testing process to validate system availability. CA PAM then registers new product system and component devices & services with Enterprise Monitoring & Management systems.
As soon as service provisioning has been completed, CA PAM performs automated testing for the new production environment and notifies IT Project Mgr that the solution is available to release to the customer.
ManualProcess
AutomatedProcess
Order submission
ProvisioningValidation & Closure
Service Operations – TomorrowTying it Together with Automation
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Process Automation in ActionCA Customer Example
Global Entertainment Company:
Drive improved ability to provision and deploy new systems:
• Manual provisioning allowed for provisioning of two machines per hour (max).
• Implementation of CA Process Automation now allows provisioning seven machines per
hour with an associated reduction in required full time employees.
• Provisioning is now automatically scheduled as soon as service desk ticket is opened.
350% improvement in deployment capabilities with an associated reduction in errors
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Helpful Content
https://communities.ca.com/community/ca-service-management
https://communities.ca.com/community/ca-service-
management/content?filterID=contentstatus[published]~category[ca-service-desk]
https://www.youtube.com/watch?v=5DP-fEaTbSA
https://www.youtube.com/watch?v=iyJy5gx2q84&index=10&list=PLnylOi97j3vZ2J-
NcHHPH7IhhswsLNjyW
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Q & A
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Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X102EBuilding Advanced ITSM Workflows in CA Service
Management
11/17/2015 at 10:30 am
Breakers D
DO5X104E Effective Change/Configuration Management with CA
Service Management
11/17/2015 at 1:00 pm
Breakers E
DO5T30T Make the Most of your ITIL and CA Service Management
Investment with Out-of-the-Box Content
11/18/2015 at 12:15 pm
Theater 5 (Tech Talk)
DO5X163S Appriss Supercharges ITSM Efficiency with Process
Automation to Save Lives
11/18/2015 at 2:00 pm
Breakers L
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Must-See Demos
ITSM Designed for Humans
CA Service Management
Theater 5
Let Analysts Help People
CA Service Desk Manager
Theater 5
Make IT Simple with ITSM
CA Service Catalog & Unified Self-service
Theater 5
Dashboards for Better ITSM
Xtraction for CA Service Management
Theater 5
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Follow On Conversations At…
Smart Bar
CA Service Management
Theater 5
Tech Talks
Make the Most of Out-of-the-Box Content
Theater 5 (Tech Talk)
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For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15
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