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Automation – two (primary) types at Dell
• Workload Automation – Batch processing, rich scheduling (BMC Control-M) – 15K jobs per day
• Orchestration/Automation Workflows – Tying tools together. System Center Orchestrator.
Why Automate?
• No one receives job satisfaction from pushing the same button every day (redundant tasks). Give our team more exciting tasks.
• We will never have more staff to maintain our environment than we do today, regardless of company performance.
• If three years from now, we are still manually doing the same operational tasks as we are today, we have failed.
How automation can help you
Work order automation
Access management automation
Incident automation
Change management automation
Provisioning automation
Solution enabler for your team
Manual process automation
Automation operation support
Data integration automation
Jobs scheduling automation
Automation consultant and
coaching
Yesterday….
L3
L2
L1
• Work Escalated INC, work with L2 to create KB• Design Infrastructure improvements• Collaborate with other teams
• Work escalated INC, create KB• Identify trends and escalate.• Implement CRQ• Work SRM
• Work INC, according to KB• Implement CRQ• Work SRM
• Incidents• SRM• CRQ
Desired State - Automation of Operational Tasks
L3
L2
L1
VirtualEngineer
• Gather trends from L2 and L1, and work to automate. (Based on KBs)
• Design Infrastructure improvements• Collaborate with other teams
• Handle incident exceptions, create new KBs• Review problem management and/or top SRM Requests,
partner with L3 to automate
• Handle exceptions that are not automated• Identify trends and escalate.
• Perform automated INC/SRM request automation
• Incidents• SRM• CRQ
Mo
ve the o
peratio
nal w
ork
Automate the operational work
Move operational tasks toward Virtual Engineer
• The more tasks we can transition to Virtual Engineer, the more technical tasks can be moved toward L2 and L1.
• Labor cost savings by moving more tasks from L3->L2 and L2->L1
• Faster Resolution, Improved End-User Experience
Engagement Process
Engagement Options
Partnership
• You prioritize
• You do 90% of the work
• We provide governance, L3 Consultation
• We release to production
Full Service
• Our Business Analyst
• Our team Builds Automation Integration Packs
• *manage shared runbooks
• Custom Build
• Agile Process, with Prioritization
Engagement process details
Intake Portal (SharePoint)
TFS - Story
Standards
• Runbook Standards
– Admin Accounts
– Ports
– Error Handling and logging
• Integration Standards
– ITSM (SRM, Change and INC)
– Custom integration packs
• Reporting Standards
• Monitoring Standards
Standards – Automated Incident Resolution
Automated Incident Resolution Standards
Measuring Automation
Measuring Automation – SRM 1
SRM Request Created
Request Assigned
24 h 48 h 72 h 96 h IT SLA
IT Work Start
IT Work Complete
1 hr
SRM Complete
64 h End User Experience Time
1 hr IT Time
Measuring Automation - SRM 2
SRM Request Created
Request Assigned
3 min 4 min 5 min 6 min IT SLA
Automation Start
Automation Complete
SRM Complete
6 min End User Experience Time
1.3 min IT Time
IT Improvement: 58.7 min (99.978%)End User Improvement: 3834 min (99.998%)
Measuring Automation - IPMS– Audit Script
IPMS Notification
12 h 24 hr 36 h 48 hIT SLA
Request Assigned
Audit Start Audit Compete
40 h process time
3 h IT Time
IPMS Workflow
2 days
Request Completed
Measuring Automation - IPMS– Audit Script
IPMS Notification
3 min 4 min 5 min 6 minIT SLA
Request Assigned
Audit StartAudit
Compete
5.5 min process time
2 min IT Time
2 days
Request Completed
IT Improvement: 178 min (99.989%)End User Improvement: 2394.5 min (99.997%)
Crunching the Numbers…
IT Time
Process Time
Before (min)
180
2400
After (min)
2
5.5
Percent Improvement
99.989
99.998
Time Reduction
178
2394.5
Iterations Per Year
1000
1000
Total Savings (min)
178000
2394500
Total Savings (hour)
2,966.67
39,908.33
Employee Hours/year 2080
Cost of L1 Employee/year $70,000
Potential Employee Savings/year 1+
Bonus!
Crunching the Numbers…BONUS!
IT Time
Process Time
Before (min)
180
2400
After (min)
2
5.5
Percent Improvement
99.989
99.998
Time Reduction
178
2394.5
Iterations Per Year
5000
5000
Total Savings (min)
890,000
11,972,500
Total Savings (hour)
14,833
199,541
Employee Hours/year 2080
Cost of L1 Employee/year $70,000
Potential Employee Savings/year 7+
Measuring
Type Value
IT Time Savings
User Experience Improvement
Value-Add (stuff we never had time to do, but can now do because of automation)
R
Lifecycle
• Treat a runbook as an application in your environment.
– Process owner
– Quarterly Reviews
– Measure Value
– Monitor and react to runbook failure
Some examples
