2-1 Remember the Help Desk with AFCU - Jared Flanders, Final

HPE AmericasITSM Summit

Jared FlandersSystems Monitoring Engineer, AFCUExploring New Frontiers in ITSM

Remember the Help Desk!- SAW and OO automation -

Jared [email protected] Monitoring Engineer

Bachelors in Computer Science from WSUIT Certificate from OWATCITIL v3 certifiedHPE AIS, MS and CompTIA certsCurrent positon for 6 yearsResponsible for:

Discovery, Monitoring and ITSM Tools

Discussion Topics• AFCU Business Overview• Why AFCU chose Service Anywhere• Implementation base• Our past year experience

– Operations Orchestration automation• Questions

America First Credit Union• A member-owned, not-for-profit cooperative financial

institution.– Federal charter. Regulated by the National Credit Union Administration (NCUA)

• Founded 1939• 7th largest credit union in membership in the US

– ~736,218 members

• 115 full-service branches in Utah and Nevada• Operations Center in Ogden, Utah• ~2500 employees• ~130 IT employees

Monitoring Discovery

Help Desk (ITSM)

Operations Bridge

Notification

Sitescope (11.24)

SitescopeSitescope

BPM (9.24)(Business Process Monitoring)

BPM Anywhere (SaaS)

SitescopeNetwork Node Manager (10.0)

UCMDB/UD (10.22)

Connect-it (9.6)

xMatters (SaaS)

BSM/OMi (9.24) RTSM

Operations Manager (9.0)

(Windows)

OperationsOrchestration

Service Anywhere (SaaS)

AFCU emailxMatters App, Voice, SMS, email

OMWAgent

OMWAgent

OMWAgent

OMW agents deployed to branch servers

SNMP TrapInput

UCMDB Probe – DatacenterUCMDB Probe – HA and DR

SCCMActive DirectoryVcenterQualysDNS Zone TrnsfersWeb jetadmin

DMZ

Datacenter

HA and DR

Multiple Drops

DatacenterMultiple Branch Servers

Both Monitor and Discovery

(Event Browser)(Dashboards)

(Event Browser) UCMDB Browser (4)(Application Mapping)

HR data from ADEvents via eMail

LDAP (including Authentication)

RequestIncidentChangeESSMultiple HDs

xMattersAgent

xMattersAgent

Event FlowCI Discovery

Data Import

Event Flow and CI Discovery

Events – BPM Flows attached to application models sync’ed from UD OBP

Our ITSM Journey• HP OpenView Service Desk• Migrated to HP Service Manager• Upgraded SM 7.11, 9.20, 9.21, 9.30

– We wanted to get out of the SM upgrade cycles.– 2013 we began to look at SaaS solutions

Why AFCU chose Service Anywhere• Satisfied with Security• Licensing model – concurrent and named• HPE product – one company to “own” integrations

– UCMDB, Connect-it, BSM and OO • Big Data features intriguing• Live Support intriguing• Proof Of Concept, showed us how to use “Offerings” in

place of “Templates”.• SaaS means we stay current and I don’t do updates• Met Targeted Base Functionality

Targeted Base FunctionalityHelp Desk• Inbound Calls• Lync calls• Inbound emails• Logged by technicians• Typical Help Desk use

case

Computer Operations• Logged by technicians• Notification to Main Frame

Programmers• Building Knowledge

DBA• Lightweight Change

Process• Used more as an Audit trail

of what has changed in the world of the DBA’s than a enterprise change process

Integrations• UCMDB• Connect-IT• xMatters / Notifications

IT Support• Tier 2 support• Incidents assigned to group.

Lead assigns to assignee• Typical use case

Security

Implementation Timeline• Comparisons 2014• SAW POC Summer/Fall 2014 – contract negotiation• Had to wait for holiday season and year-end accounting • Dec/Jan – building out integrations

– SAML-SSO / Connect-it / UCMDB / Operations Orchestration / AFCU email

• Tried to duplicate Templates – Didn’t work• Deeper look at “Live Support” and “Offerings”• Building processes – “Offerings”• Decided to NOT migrate data and start new• Feb 25, 2015 100% on SAW (~8 weeks go-live)

– Help Desk / IT Support (Tier 2) / Connect-it / UCMDB

• Mar 2015 Computer Operations 100% on SAW• Mar SAW update

What have we done since Go-Live? (1/4)

• DBA “change” migration from SM to SAW• Understanding and adjusting to Big Data

– Tweaking - Categories / Services / Knowledge

• >200 knowledge articles added

DBA• Lightweight Change

Process• Used more as an Audit

trail of what has changed in the world of the DBA’s than a enterprise change process

UCMDB

ATM SharePoint

Server Query

Web Jetadmin

What have we done since Go-Live? (2/4)• ATM and Printer info added to UCMDB and pushed to SAW• CI detection in Description field as part of process

“ATM HAFB 9”

“Data Center Color”

Info StoredAlias created

CI Detection

“Tcd900bran019-1”

The Material may not be

What have we done since Go-Live? (3/4)• Data Segmentation / ESS – ground work for other groups

to join SAW– HR, Mortgage, Operations, Facilities, Programming, Web Services…– Knowledge– automation

Cash Machine OO Automation (4/4)• Purchased new models• Cash machine service requests – 50 per week• Help Desk had no visibility / permissions• Branches starting to call tier 2 directly

Cash Machine OO Automation (identify)• Tier 2 tech willing to help with automation process• API to identify CI data on servers and collect into UCMDB

– 1 branch server (115 branches)– Multiple cash machines per branch– Various configurations– Naming standards (Tcd900bran019-1)

Cash Machine OO Automation (format)• Worked with Help Desk on how they would like to see

and use information• Queried Server• Worked in UCMDB to format data Help Desk required

– Aliases created (Tcd900bran019-1 = CM019-1)• Populate data into SAW SACM – CI detection

Cash Machine OO Automation (flow)• Studied Tier 2 trouble shooting steps• “white board automation flow”

Cash Machine OO Automation• Operations Orchestration workflow


Cash Machine OO Automation (drill down)


• SAW – cash machine offeringCash Machine OO Automation (input/output)

OO Task Complete: getStatus executed Successfully.This indicates the Device Controller is functioning properly.OO Task Complete: getStatus responded correctly.Parsing of getStatus results complete.Controller: 1: $-500: #-91 |2: $-1000: #-225 |3: $-2000: #-143 |4: $-2000: #-141 |5: $-5000: #-184 |6: $-5000: #-187 |7: $-10000: #-7 |8: $-10000: #-0

OO Task Complete: getInventory executed Successfully.Parsing of getInventory results complete.InventoryInfo: 1: $-500: #-91 |2: $-1000: #-225 |3: $-2000: #-284 |4: $-5000: #-371 |5: $-10000: #-7

OO Task Succeeded: Compare Totals Match.All Counts Match

Cash Machine Controller$5 91 91 Match$10 225 225 Match$20 284 143, 141 Match$50 371 184, 187 Match$100 7 7, 0 Match

Controller : $5 : #91 | $10 : #225 | $20 : #143, 141 | $50 : #184, 187 | $100 : #7, 0 |Cash Machine : $5 : #91 | $10 : #225 | $20 : #284 | $50 : #371 | $100 : #7 |

OO Task Failed: getStatus failed to execute.This indicates the Device Controller is not responding.OO Remediation: Issue 'Device Controller Restart'Remediation step will wait 120 seconds, then OO will try againOO Task Complete: getStatus executed Successfully.This indicates the Device Controller is functioning properly.OO Task Complete: getStatus responded correctly.Parsing of getStatus results complete.Controller: 51268: $-10000: #-422 |41255: $-5000: #-600 |31269: $-2000: #-1600 |21254: $-1000: #-1000 |11267: $-500: #-1000 |01253: $-100: #-1501

OO Task Complete: getInventory executed Successfully.Parsing of getInventory results complete.InventoryInfo: 1: $-100: #-1501 |2: $-500: #-1000 |3: $-1000: #-1000 |4: $-2000: #-1600 |5: $-5000: #-600 |6: $-10000: #-422

OO Task Succeeded: Compare Totals Match.All Counts Match

Cash Machine Controller$1 1501 1501 Match$5 1000 1000 Match$10 1000 1000 Match$20 1600 1600 Match$50 600 600 Match$100 422 422 Match

Controller : $1 : #1501 | $5 : #1000 | $10 : #1000 | $20 : #1600 | $50 : #600 | $100 : #422 |Cash Machine : $1 : #1501 | $5 : #1000 | $10 : #1000 | $20 : #1600 | $50 : #600 | $100 : #422 |


Jared [email protected]

Thank you for listening!

You are Awesome!

Questions

The Material may not be reproduced or distributed, in whole or in part, without prior written permission of HPE Software and America First Credit Union

Remember the Service Desk

Speaker: Jared Flanders, America’s First Credit UnionQuestion:Identify the "reason" below that does NOT apply to why American First Credit Union chose Service Anywhere.A. Satisfaction with Security

B. Licensing Model was the same using Concurrent and Named.

C. HPE Product – one company to 'own' integrations (UCMDB, Connect-IT, BSM, and OO)

D. BIG Data features intriguing

E. SaaS means in order to stay current you will need to 'continue' upgrading (similar to Service Manager process) using AFCU resources.

Answer:E: SaaS means in order to stay current you will need to 'continue' upgrading (similar to Service Manager process) using AFCU resources.


Thank you Jared


2-1 Remember the Help Desk with AFCU - Jared Flanders, Final

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