Post on 23-Jan-2018
Pre-Con Ed: Building Basic Workflows in CA Service Management Darren Arcangel – Sr. Principal Services ArchitectGary Eisenhuth – Sr. Services Architect – CA Technologies
AMX32E
AGILE MANAGEMENT
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For Informational Purposes Only
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Terms of this Presentation
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Agenda
DEFINING YOUR WORKFLOW REQUIREMENTS
FUNCTIONAL ARCHITECTURE
SERVICE DESK CHANGE MANAGEMENT WORKFLOW
GETTING STARTED WITH OOTB WORKFLOWS
SERVICE CATALOG APPROVAL WORKFLOW PROCESSES
SERVICE CATALOG FULFILLMENT WORKFLOW TYPES
1
2
3
4
5
6
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Defining your Automation Requirements
Review of approval processes
Review of fulfillment processes
What artifacts exist?
Do you have well defined process flow diagrams?
Does your Service Management system have the data to support your process requirements?
What are your current pain points in your process?
Defining requirements before starting is a best practice
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Taking an Agile Approach
Allows you to prototype the process and get immediate feedback
Using the OOTB CA processes helps to “quick start” an implementation
Design workshops help to get everyone involved and on the same page
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Functional Architecture
CA Service Management supports the following ITIL processes:– Incident, Problem, Change, and Knowledge Management
– Service Asset and Configuration Management
– Service Catalog Management and Request Fulfillment
Integrations:– Inputs / Outputs
– Triggers
– User Stories / Cross-functional Use Cases
The Processes Behind the Workflow
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Functional Architecture ExampleRequest Fulfillment Process
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Functional Architecture ExampleRequest Fulfillment Procedure
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How Process Automation is used in Service Management
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Configuration of the CA Service Catalog – CA Process Automation Integration
The configuration between CA Service Catalog and CA Process Automation is done from the following interface. The OOTB process content is also loaded from this interface.
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CA Service Catalog Pre-Built Content
Process Automation Pre-Built content is loaded from CA Service Catalog into CA Process Automation. You can use these processes as a starting point to build your own processes for your Service Management deployments.
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Process Automation Datasets
Global Datasets provided with the pre-defined content allow you to get started by updating information related to your environment.
The Global Datasets contain information for login credentials, hostnames, URL application links, etc.
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Service Desk Process Automation Connectors
Install and configure under the Connectors tab
Obtained from the CA Support site
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Service Desk Process Automation Connectors
CA Process Automation Connectors for CA products
Provides Predefined Operators for Service Desk
Service Desk Custom Operators
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Service Desk Options Manager Integration
Required parameters are the CA Enterprise Entitlements Manager Host, CA Process Automation server and Port, CA Process Automation Administrator User ID and Password
After you configure Options Manager the Service Desk services must recycled for changes to take effect
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Service Desk Process Automation Content
$NX_ROOT\samples\CA_PAM_Workflows
The Process Definitions that are provided with the Content Pack for ITIL for CA SDM
You will need to import these process definitions into CA Process Automation
Sample Processes Include– Order PC Workflow
– Problem Analysis Workflow
– Change Management Workflow
Pre-defined Process Automation Content is provided with CA Service Desk Manager (CA SDM)
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Service Desk Content Service Desk Content Folder Structure in CA Process Automation
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Service Catalog Approval WorkflowOOTB Approval Workflow example using CA Process Automation
Submitted Approval Done
Pending ApprovalApproved 1 to N levels of Approval
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Service Catalog Fulfillment Workflow TypesSimple, Complex and Service Desk
Pending Fulfillment
Service Desk Ticket Opened
Asset Inventory Procurement
Fulfillment Completed
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Recommended Sessions
SESSION # TITLE DATE/TIME
AMX19SCase Study: Going from Zero to 100 in ITSM Without a Seat Belt
at Michigan State University11/16/2016 at 12:45 pm
AMX11SCase Study: Integrating Service Management Processes to
Improve Systems Stability and Reduce Outages and Downtime11/16/2016 at 1:45 pm
AMT114SGet With the xFlow – CA Service Management Customers Tell
Their Stories About the New xFlow User Experience11/16/2016 at 3:00 pm
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Must See Demos
Service Desk and Support Analyst xFlow Experience
Software and
Hardware Asset Management
Request
Management and Self-service
Management
Insights –
Reporting and
Dashboards