the power of self service service manager
DESCRIPTION
This presentation is from a Microsoft Technology Road show i Norway, where the focus was on Automation in System Center. The presentation contains examples on how to start automation on simple Service RequestsTRANSCRIPT
MTUG.NOBest of all it’s Free
The Power of LoveSelf-Service
What is Self-Service
Get-Alias | Where {$.name –eq «Self-Service}
CommandType Name--------------------Self-Service SelfService
Get-help SelfService – Online –Detailed description
«Self service is the practice of serving oneself, usually when purchasing items and services..»
Self-Service
Get-SelfService| where ($.Companyvision –like «SelfService»| Format-Table
Company Name ModuleName TypeIKEA SelfService FurnitureStatoil SelfService GassResturant SelfService BuffetNorwegian SelfService Check-inBank SelfService TransactionsGrocery store SelfService Food
Why Self-Service?
• Save Cost• Manage larger environments
• Automate delivery• More efficient process
• Standarize Configurations• Lower delivery time• Reporting• Minimize manual input and mistakes
IT Service Management
«So what you are saying is that we can use Self-Service in IT for
all of our requests? Automated?»Nice show me what I need!
SluttbrukerPortal
Automatiserings Platform
ProsessService
ManagementVerktøy
IT Service Management
SCSM SSPor
3Part Portal
Service Request Module
Orchestrator 2012 R2
SMA
Service Manager 2012 R2
• Workflow Engine• Notificaton• CMDB• Reporting• Asset Management
• Manuell Activity• Review Activity• Paralell Activity
• User Input• Service Management
• Integration• Workflow• Automation
Service Manager 2012 R2 CMDB
Service Manager 2012 R2 CMDB
Service Manager 2012 R2 CMDB
Service Manager 2012 R2
Group Single User
Portal
Activities
Automation
IT Process Automation
System Center Orchestrator• Graphical Management
Service Management Automation• Powershell Management
Powershell Authoring
Graphical Authoring
Powershell Engine
UI Runbook Engine
Process Automation
Interoperability
SMA Orchestrator
IT Process Automation
System Center Orchestrator SMA System Center Orchestrator
OpenView Operations
HP Service Manager SoftwareMake your IT service desk enterprise strength
Service Manager
Power of Webservice
Web Service (REST based API)
Corporate Applications
Let’s Go Live!
Tittel: Enterprise Administrator
• Leader of IT department
• IT processes, Data Center
Virksomhet:
• Users: 400
• Machines: 300+
• Serveres: 50
System Center:
• Configuration Manager
• Operation Manager
• Orchestrator
• Service Manager
Service Desk Operations 5 (+)
Company A
Company A Report Operations
Scenario 1: Change User Information
User Information• User change names• New mobile number• New Addresse• Etc...
Challenges:• Logging hours on manual work• Contact the person to approve the
configuration• Not that effective
Estimated time:A week: 1-2 Hours
A year: 12-18 Days
Other Systems need to be updated:• AD• Service Manager• Exchange• Lync• HR?
Scenario 1: Workflow
RequestUpdate user information
ApproveControl the new info
Automation
Exchange
SCSMActive Directory
HR
Complete
Email User
Email Approver
Service Request Created
Activity Created
Email User Service Request Complete
Scenario 1: Change User Information
DEMO..
Scenario 2: Fileshare Permissions
Group Membership:Active Directory GroupsGroup nesting
Challenges:Right person to approveAdd user to a group in Active Directory
Estimated time:A week: 1-2 Hours
A year:
8-12 Dager
Scenario 2: Workflow
Request Fileshare Permission
ApprovalApprove access to fileshare
Automation
Complete
Email User
Email Approver
Service Request Created
Activity Created
Email User Service Request Complete
Add User to AD group
Scenario 2: Request Fileshare Access
DEMO..
Scenario 3: Request New OS Installation
Information:The right machine?When to deploy?Where is the machine?
Challenges:• What is the right computer• Person to perform the installation• Is the machine online?
Estimated time:A week 2 Hours
A year
12 Days
Scenario 3: Workflow
RequestLocal Administrator
ApproveLocal Administrator
AutomationAdd user to local Administrators
Complete
Email User
Email Approver
Service Request Created
Activity Created
Email User Service Request Complete
Scenario 3: Request New OS Installation
DEMO..
Return of Investment
Request Fileshare Access
Change User Information
Request Local Administrator 12 Days
12-18 Days
8-12 Days
Totalt: 32-42 DaysTotalt: 8 Hours * 700 NKR = 5600 NKR
42 Hours * 700NKR = 235 200 NKR
Example Automations
• Client OS Installation• New server Installation• New Database Installation• Application Installation• Remote Access• New Company User• New Shared Mailbox• File share Access• Generate Reports• Access to Corporate Application• Request new Entrance Card• Request New Hardware Asset• Computer Rights• Administrator Access• Etc….
Be creative, invest in Automation.
Return of Investment
Return of Investment
Thank you!