Learning Request Management

2. Empowering Business through Automation with
CONTINUOUS SERVICE
AUTOMIC Request Management
Ralf Paschen, Sr. Director ww Product & Solutions Marketing

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Reality check for the business
2
The business requested execution of IT services using self-service,
but…
They still had to wait days
instead of hours
The expected cost
reduction never happened

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• IT requested an orchestrator and a self-service portal, but…
Reality check for IT
3
Sheer complexity stopped the handling of complex services
Several automation tools were used instead of having one
Uber-Orchestrator tool to cover all the others
Too many orchestration tools were used without integrating
other tools, e.g., ITSM
Self-service portals were used without automation, but with
ticket handling instead
Self-service portals were promising, but were not integrated
with other tools
Cloud Management suites promised too much and delivered
only simple services
Cloud Management suites had a ‘rip and replace’ strategy
which did not work well in best-of-breed environments
A rich set of enterprise automation capabilities was required,
but this was not available in RBA or CLM tools

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Demo AUTOMIC Request Management
4

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What‘s new in RM v3.1?
+ UX Improvements & General Enhancements
• Look & Feel according to the Automic™ UI Guidelines
• UX improvements within the (BPMN2) Process Designer
• New master/detail template allows the implementation of more sophisticated
Requests / Services
+ Compatibility & Supportability
• Established compatibility with Oracle 11g and 12c database
• JBOSS Application Server supported (6.x)
+ Service Catalog & Portal Page
• Categorization for Services / Requests
• New landing page for requesting Services

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UX Improvements & General Enhancements

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Compatibility & Supportability

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Service Catalog & Portal Page

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Use Case Employee Onboarding
9

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IT departments faces several challenges during
employee onboarding …
10
Complex process
Business applications/ERP require customized user access model
Hand-offs based on Excel and eMails
SaaS applications (Concur, Salesforce.com) are seen as
black-box and hard to automate
Many business departments involved (HR, Finance, Facilities, …)

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… which result into
11
Same data inserted into multiple systems
No standardized process with no clarity on
roles and responsibilities
Hard to keep track of progress
Inefficient task hand-offs

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• The employee cannot be productive on day one if not later
the first week
• Companies fail to satisfy compliance audit when trying to
produce comprehensive reports for user accesses to
enterprise applications
• Due to uncomplete distribution lists, additional costly audit
efforts may be generated, which can reach out customers
when related to risk of bribery exposure
Some business consequences
12

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• Define and execute business and IT workflow
• Offer service portal for business end-users
• Automation of all IT tasks
• Real-time monitoring of current process state
• Full traceability of all activities
How Automic helps
13

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Demo scenario
14

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HR-Team fills out a form with details of the new employee. The
request is forwarded to the Hiring Manager.

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The Hiring Manager gets notified. The request is completed and
approved.

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An automated process is started. A change ticket is created
and waits for the IT-Approval.

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The IT-Team gets notified and approves the change in the ITSM
system.

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After approval all provisioning tasks are executed
automatically.
Automated
notifications
Accounting
HR

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Demo Employee OnBoarding
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Benefits
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Structured and consistent process
No data inconsistency
Ability to execute
Automated hand-offs
Full traceability and audit trail
Duration reduced from days to hours