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Empowering Business through Automation with
CONTINUOUS SERVICE
AUTOMIC Request Management
Ralf Paschen, Sr. Director ww Pr...
© Automic. All rights reserved.
Reality check for the business
2
The business requested execution of IT services using sel...
© Automic. All rights reserved.
• IT requested an orchestrator and a self-service portal, but…
Reality check for IT
3
Shee...
© Automic. All rights reserved.
Demo AUTOMIC Request Management
4
© Automic. All rights reserved.
What‘s new in RM v3.1?
+ UX Improvements & General Enhancements
• Look & Feel according to...
© Automic. All rights reserved.
UX Improvements & General Enhancements
© Automic. All rights reserved.
Compatibility & Supportability
© Automic. All rights reserved.
Service Catalog & Portal Page
© Automic. All rights reserved.
Use Case Employee Onboarding
9
© Automic. All rights reserved.
IT departments faces several challenges during
employee onboarding …
10
Complex process
Bu...
© Automic. All rights reserved.
… which result into
11
Same data inserted into multiple systems
No standardized process wi...
© Automic. All rights reserved.
• The employee cannot be productive on day one if not later
the first week
• Companies fai...
© Automic. All rights reserved.
• Define and execute business and IT workflow
• Offer service portal for business end-user...
© Automic. All rights reserved.
Demo scenario
14
© Automic. All rights reserved.15
HR-Team fills out a form with details of the new employee. The
request is forwarded to t...
© Automic. All rights reserved.16
The Hiring Manager gets notified. The request is completed and
approved.
© Automic. All rights reserved.17
An automated process is started. A change ticket is created
and waits for the IT-Approva...
© Automic. All rights reserved.18
The IT-Team gets notified and approves the change in the ITSM
system.
© Automic. All rights reserved.19
After approval all provisioning tasks are executed
automatically.
Automated
notification...
© Automic. All rights reserved.
Demo Employee OnBoarding
20
© Automic. All rights reserved.
Benefits
21
Structured and consistent process
No data inconsistency
Ability to execute
Aut...
Learning Request Management
Learning Request Management
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Learning Request Management

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Learning Request Management

  1. 1. Empowering Business through Automation with CONTINUOUS SERVICE AUTOMIC Request Management Ralf Paschen, Sr. Director ww Product & Solutions Marketing
  2. 2. © Automic. All rights reserved. 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
  3. 3. © Automic. All rights reserved. • 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
  4. 4. © Automic. All rights reserved. Demo AUTOMIC Request Management 4
  5. 5. © Automic. All rights reserved. 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
  6. 6. © Automic. All rights reserved. UX Improvements & General Enhancements
  7. 7. © Automic. All rights reserved. Compatibility & Supportability
  8. 8. © Automic. All rights reserved. Service Catalog & Portal Page
  9. 9. © Automic. All rights reserved. Use Case Employee Onboarding 9
  10. 10. © Automic. All rights reserved. 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, …)
  11. 11. © Automic. All rights reserved. … 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
  12. 12. © Automic. All rights reserved. • 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
  13. 13. © Automic. All rights reserved. • 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
  14. 14. © Automic. All rights reserved. Demo scenario 14
  15. 15. © Automic. All rights reserved.15 HR-Team fills out a form with details of the new employee. The request is forwarded to the Hiring Manager.
  16. 16. © Automic. All rights reserved.16 The Hiring Manager gets notified. The request is completed and approved.
  17. 17. © Automic. All rights reserved.17 An automated process is started. A change ticket is created and waits for the IT-Approval.
  18. 18. © Automic. All rights reserved.18 The IT-Team gets notified and approves the change in the ITSM system.
  19. 19. © Automic. All rights reserved.19 After approval all provisioning tasks are executed automatically. Automated notifications Accounting HR
  20. 20. © Automic. All rights reserved. Demo Employee OnBoarding 20
  21. 21. © Automic. All rights reserved. Benefits 21 Structured and consistent process No data inconsistency Ability to execute Automated hand-offs Full traceability and audit trail Duration reduced from days to hours

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