Pre-Con Ed: Building Basic Workflows in CA Service Management

Pre-Con Ed: Building Basic Workflows
in CA Service Management
Darren Arcangel – Sr. Principal Services Architect
Gary Eisenhuth – Sr. Services Architect – CA Technologies
AMX32E
AGILE MANAGEMENT

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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

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

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

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

Functional Architecture Example
Request Fulfillment Process

Functional Architecture Example
Request Fulfillment Procedure

How Process Automation is used in
Service Management

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.

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.

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.

Service Desk Process Automation Connectors
 Install and configure under the Connectors tab
Obtained from the CA Support site

Service Desk Process Automation Connectors
 CA Process Automation Connectors
for CA products
 Provides Predefined Operators for
Service Desk
Service Desk Custom Operators

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

Service Desk Process Automation Content
 $NX_ROOTsamplesCA_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)

Service Desk Content
Service Desk Content Folder Structure in CA Process Automation

Service Catalog Approval Workflow
OOTB Approval Workflow example using CA Process Automation
Submitted Approval Done
Pending Approval
Approved
1 to N levels of Approval

Service Catalog Fulfillment Workflow Types
Simple, Complex and Service Desk
Pending Fulfillment
Service Desk
Ticket Opened
Asset Inventory
Procurement
Fulfillment
Completed

Recommended Sessions
SESSION # TITLE DATE/TIME
AMX19S
Case Study: Going from Zero to 100 in ITSM Without a Seat Belt
at Michigan State University
11/16/2016 at 12:45 pm
AMX11S
Case Study: Integrating Service Management Processes to
Improve Systems Stability and Reduce Outages and Downtime
11/16/2016 at 1:45 pm
AMT114S
Get With the xFlow – CA Service Management Customers Tell
Their Stories About the New xFlow User Experience
11/16/2016 at 3:00 pm

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

Questions?

Thank you.
Stay connected at communities.ca.com

Pre-Con Ed: Building Basic Workflows in CA Service Management

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Editor's Notes