Pre-Con Education: Building Basic ITSM Workflows in CA Service Management

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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The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of

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For Informational Purposes Only

Terms of this Presentation


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


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


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


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


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


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


The Enterprise Grade Orchestration Engine “Key to Success”

Process Control &

Resiliency

Security Framework

Enterprise Integration

Architectural Flexibility

& Scalability


• 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


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


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


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


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


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


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


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




https://www.youtube.com/watch?v=iyJy5gx2q84&index=10&list=PLnylOi97j3vZ2J-NcHHPH7IhhswsLNjyW


Q & A


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


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


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)


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX