Task Management Leveraging CMS & CMDB

Task Managementleveraging CMS & CMDBSasha DolgyVice PresidentSwiss Reinsurance Company LtdSubbarao ChagantyPrincipal ConsultantInfosys Ltd

Agenda• Introduction 05 min• Task statistics 05 min• Task Management concept 05 min• Components of Task 05 min• Benefits and challenges 05 min• Roadmap and next steps 05 min• Questions & Answers 10 min 2

Introduction • Swiss Re company overview • ServiceNow history • 2 years+ roadmap of ServiceNow implementation • Incident Management & Problem Management • Knowledge Management • Self Service, Service Catalog & Request Fulfillment • Change, Release Management • IT Asset & Configuration Management • Logistics (non IT) 3

Service Request Tasks (Aug – Oct 2011) 20000 + request related tasks for application roles 6000 + request related tasks for software distribution 90 individual workflows driving the approvals and tasks 4

Event triggered incidents (Aug – Oct 2011) 45000 incidents triggered based on Events Automatically created by Event Management interface Tool Incident resolutions include manual and automated tasks 5

Change related tasks (Aug – Oct 2011) 8000 change and deployment related tasks Triggered through approved Change Requests Manual and automatic Change Tasks exist 6

Tasks !! Process Workflows Task Management Request Fulfillment Event, Incident,Problem ManagementChange Management Task Management is about harmonizing the processes creating tasks 7

Task components • Grant App role Configuration Management System & CMDB • Start Webphere Task Management • Stop Unix Logical• Grant Operation• Revoke + Task• Start Template(s) • App Role• Stop CI • Database Type/Class • Websphere • Unix server • Tasks are basic units of repeatable IT activities • High frequency, repeatable and consistent activities are candidates for automation • ServiceNow workflow consolidation (No of items = No of workflows ?) • Empowering IT Service and Product owners • Service reporting, costing and improvements 8

Task execution This task is called in ITSM Tool to install a new WindowsTask execution call Server WIN2KX1112 Install Task Catalogue CI Type Logical Sequenc Execution Operation e Command/Instruction Windows Server Install 1 install server in rack Windows Server Install 1 server cabling Windows Server Install 2 configure BIOS/iLO Windows Server Install 3 install SR OS build Windows Server Install 4 install OS patches The predefined tasks (by CI Owner) will be executed in predefined sequence 9

Service request task integration Service Catalogue ManagementService OrderableOffering Item Task Management Task Execution Request Fulfillment Logical Operation Manual Task Service Task Task Request Template(s) Automated CI Type/Class Task Service Requests are the most common drivers for tasks 10

Workaround task integrationEvent/Incident/Problem Event Event Event Task Management Task ExecutionKnowledge Management Logical Operation Manual Task Knowledge Task Task Article Template(s) Automated CI Type/Class Task Event/Incident/Problem resolutions require execution of tasks 11

Change task integration Change Management Standard Normal Emergency Change Change Change Task Management Task Execution Logical Operation Manual Task Task TaskDeployment Management Deployment Template(s) Automated CI Type/Class Task Changes and related tasks can be integrated into the framework 12

ServiceNow design constructs Triggers Task Templates Task Execution sc_cat_item Logical sc_req_item Operation Workflows kb_knowledge cmdb_ci task Task Template(s) change Out of box tables Extensions 13

Benefits & challenges • Reporting and metrics providing • Well structured CMS is a primary transparency & reliability of task pre-requisite execution • IT Service and product ownership • Process harmonization and should be defined streamlined task management • Governance around introduction • Higher degree of empowerment of new services and workflows for service owners, product • Tighter integration between managers and application Incident, Change and Request managers Fulfillment related tasks required • Agility towards introducing new tasks and changes to workflows 14

Task management UI snapshots Logical Operation Task Template 15

Generating Task PDF Task Sequence Task 1 Task 2 16

Task Management roadmap • Workarounds defined in Knowledge Knowledge Management Management can initiate Logical Operations (Sep 2012) • Integration with Event Management for incident resolution via Logical Operations Change Management • Standard change and deployment tasks (Sep 2012) • Integration with automation and provisioning tools • Integrate top service requests in terms of frequency Request Fulfillment • Identify manual tasks that can be automated 17

Future !! 18

Your feedback is important to us Please complete the survey form that was left on your chair, and return it to the proctor as you leave Vice President Principal Consultant Sasha Dolgy Subbarao ChagantySwiss Reinsurance Company Ltd Infosys Ltd sasha_dolgy@swissre.com subbarao_chaganty@infosys.com 19

Task Management Leveraging CMS & CMDB

by ServiceNow on Dec 14, 2011

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Task Management Leveraging CMS & CMDB — Presentation Transcript