#Innovate151

SELF-SERVICE AUTOMATION DEEP DIVEBrett Moffett, Solution Architect, Cireson

Mat Barnier, Director, Systemology

#Innovate152

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 Brett.Moffett@Cireson.com

#Innovate153

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

#Innovate154

STANDARDIZE SERVICE DELIVERY

#Innovate155

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

#Innovate156

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

#Innovate157

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

#Innovate158

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

#Innovate159

AUTOMATING BEYOND IT

#Innovate1510

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

#Innovate1511

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

#Innovate1512

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,

#Innovate1513

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

#Innovate1514

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.

#Innovate1516

REPORTING REQUESTS LIKE THE PORTAL

#Innovate1517

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

#Innovate1518

ASSUMPTIONSThis is a Deep Dive session.

• Familiar with SCSM & Cireson Products

• Familiar with Orchestrator and PowerShell

Deep Dive

#Innovate1519

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

#Innovate1520

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

#Innovate1522

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

#Innovate152323

DEMODynamic Service Provisioning – “Corporate Application Access”

#Innovate1524

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

#Innovate1525

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

#Innovate1526

WHAT’S IT WORTH?

Projected forward savings: $38,745pa

#Innovate1527

INNOVATE 15BROUGHT TO YOU BY