This presentation is from a Microsoft Technology Road show i Norway, where the focus was on Automation in System Center. The presentation contains examples on how to start automation on simple Service Requests

1. MTUG.NO
Best of all it’s Free

2. The Power of LoveSelf-Service

3. Who am I?
Knallert.no
Email: Fredrik.Knalstad@Crayon.com
Twitter: @Theknall

5. What is Self-Service
Get-Alias | Where {$.name –eq «Self-Service}
CommandType Name
--------------------
Self-Service SelfService
Get-help SelfService – Online –Detailed description
«Self service is the practice of serving oneself,
usually when purchasing items and services..»

6. Self-Service
Get-SelfService| where ($.Companyvision –like «SelfService»| Format-Table
Company Name ModuleName Type
IKEA SelfService Furniture
Statoil SelfService Gass
Resturant SelfService Buffet
Norwegian SelfService Check-in
Bank SelfService Transactions
Grocery store SelfService Food

7. Why Self-Service?
• Save Cost
• Manage larger environments
• Automate delivery
• More efficient process
• Standarize Configurations
• Lower delivery time
• Reporting
• Minimize manual input and mistakes

8. IT Service Management
«So what you are saying is
that we can use Self-Service in IT for
all of our requests? Automated?»
Nice show me
what I need!

9. Sluttbruker
Portal
Automatiserings
Platform
Prosess
IT Service Management
Service
Management
Verktøy
SCSM SSP
or
3Part Portal
Service Request
Module
Orchestrator
2012 R2
SMA
Service
Manager
2012 R2
• Workflow Engine
• Notificaton
• CMDB
• Reporting
• Asset Management
• Manuell Activity
• Review Activity
• Paralell Activity
• User Input
• Service Management
• Integration
• Workflow
• Automation

10. Service Manager 2012 R2 CMDB

11. Service Manager 2012 R2 CMDB

12. Service Manager 2012 R2 CMDB

13. Service Manager 2012 R2
Group Single User
Portal
Activities
Automation

14. IT Process Automation
System Center Orchestrator
• Graphical Management
Service Management Automation
• Powershell Management
SMA Orchestrator
Powershell
Authoring
Graphical
Authoring
Powershell
Engine
UI Runbook
Engine
Interoperability
Process Automation

15. IT Process Automation
System Center Orchestrator SMA System Center Orchestrator

16. HP Service Manager Software
Make your IT service desk enterprise strength
OpenView Operations
Service Manager

17. Power of Webservice
Web Service
(REST based API)
Corporate Applications

18. Let’s Go Live!

19. Company A
Tittel: Enterprise Administrator
• Leader of IT department
• IT processes, Data Center
Virksomhet:
• Users: 400
• Machines: 300+
• Serveres: 50
System Center:
• Configuration Manager
• Operation Manager
• Orchestrator
• Service Manager
Service Desk Operations 5 (+)

20. Company A Report Operations

21. Scenario 1: Change User Information
User Information
• User change names
• New mobile number
• New Addresse
• Etc...
Challenges:
• Logging hours on manual work
• Contact the person to approve the
configuration
• Not that effective
Estimated time:
A week: 1-2 Hours
A year: 12-18 Days
Other Systems need to be updated:
• AD
• Service Manager
• Exchange
• Lync
• HR?

22. Scenario 1: Workflow
Request
Update user information
Approve
Control the new info
Automation
Exchange
SCSM
Active Directory
HR
Complete
Email User
Email Approver
Service Request
Created
Activity Created
Email User Service Request
Complete

23. Scenario 1: Change User Information
DEMO..

24. Scenario 2: Fileshare Permissions
Group Membership:
Active Directory Groups
Group nesting
Challenges:
Right person to approve
Add user to a group in Active Directory
Estimated time:
A week: 1-2 Hours
A year:
8-12 Dager

25. Scenario 2: Workflow
Request
Fileshare Permission
Approval
Approve access to fileshare
Automation
Complete
Email User
Email Approver
Service Request
Created
Activity Created
Email User Service Request
Complete
Add User to AD group

26. Scenario 2: Request Fileshare Access
DEMO..

27. Scenario 3: Request New OS Installation
Information:
The right machine?
When to deploy?
Where is the machine?
Challenges:
• What is the right computer
• Person to perform the installation
• Is the machine online?
Estimated time:
A week 2 Hours
A year
12 Days

28. Scenario 3: Workflow
Request
Local Administrator
Approve
Local Administrator
Automation Add user to local
Administrators
Complete
Email User
Email Approver
Service Request
Created
Activity Created
Email User Service Request
Complete

29. Scenario 3: Request New OS Installation
DEMO..

30. Return of Investment
Change User Information
Request Fileshare Access
12-18 Days
8-12 Days
Request Local Administrator 12 Days
Totalt: 32-42 Days
Totalt: 8 Hours * 700 NKR = 5600 NKR
42 Hours * 700NKR = 235 200 NKR

31. Example Automations
• Client OS Installation
• New server Installation
• New Database Installation
• Application Installation
• Remote Access
• New Company User
• New Shared Mailbox
• File share Access
• Generate Reports
• Access to Corporate Application
• Request new Entrance Card
• Request New Hardware Asset
• Computer Rights
• Administrator Access
• Etc….
Be creative, invest in Automation.

32. Return of Investment

33. Return of Investment

34. Thank you! 