The document outlines a presentation on self-service automation in IT service management by Brett Moffett and Mat Barnier, focusing on benefits like cost savings, efficiency, and improved service delivery. It discusses tools such as Orchestrator and Service Management Automation and emphasizes automating processes across various departments beyond IT. Key considerations for automation include eliminating double handling, defining standard processes, and utilizing PowerShell for scalability.

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SELF-SERVICEAUTOMATION DEEP DIVE
Brett Moffett, Solution Architect, Cireson
Mat Barnier, Director, Systemology

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YOUR PRESENTERS
Mat has been in IT for 25 years and gained experience from a
range of areas, including pure Engineering to Management.
Mat established one of Australia's largest ITSM practices with
over 150 staff operating in over eight offices in three countries
across Asia Pacific.
He is recognised in the Service Management industry as the
‘father’ of ITSM and highly respected by his peers in the
industry.
Systemology is Australia's ONLY premium level partner.
Brett is responsible for technical customer and partner
enablement in Australia.
Beginning his career in service desk environments, he comes to
Cireson with over 20 years in the IT industry.
Given his experience, Brett is all too aware of the many
challenges with IT Support and associated ITSM tools.
Nowadays Brett’s passion lies in promoting the System Center
platform as the leading solution for on premise, service provider
and Microsoft Azure environments.
@Moff25 Brett.Moffett@Cireson.com

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AGENDA
• Benefits of Automation
• Automation beyond IT: Facilities, Telecom, HR and Finance
• Understanding Automation Return on Investment
• Tools: SMA Connector, Orchestrator, Native SCSM, Cireson
• Automating Service Catalog Security
• Automating Reporting

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STANDARDIZE SERVICE DELIVERY

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DELIVERINGA SERVICE END-TO-END
Request offeringsService offering
Templates
The service catalog
Step 1:
Create
Service
Offering
Step 4:
Create
Request
Offering
Step 2:
Create
service
request
template
Step 5:
Publish
Request
Offering
Step 3:
Publish
Service
Offering
Step 6:
Add Request
Offerings to
Service Offerings

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ACTIVITIES
Review Activity
In Progress
On-Hold
Manual
Activity
Runbook
Activity
Completed
Failed
Cancelled
SubmittedNew
Activity Status
Pending
In Progress
On Hold
Completed
Failed
Cancelled
Re-Run
Skipped
Activities ..
Work Item (Change, Service Request)
Closed
Activity Status Activities
RA – Review Activity
MA – Manual Activity
DA – Dependent Activity
PA – Parallel Activity
SA – Sequential Activity
RB – Runbook Activity
XX – Your own

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AUTOMATIONBENEFITS– WHY AUTOMATE?
• Costs Saving
• Fast, Accurate, No rework or
forgotten tasks
• Retain Tacit Knowledge
• Staff
• Challenges - Staff
• Repeatable & Dependable
• Expand for Error Handling
• Calls, email & paperwork reduction
• Right information at first touch to the right
person
• Supports Maslow Process (Unconsciously
Competent)
• Auditability

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BEYONDIT – SCALINGOUT
• Wide and Shallow
• Looks to end users like a full catalogue and
encourages them to come back
• Covering a lot of ground and departments
• Not many Questions (Description +
Attachment)
• Build the “Shop Front”
• Narrow and deep
• Users may not see what they want and leave,
hard to encourage them back
• Small amount of offerings
• Deeply defined and automated
This example uses IT Operations
Would be displayed only to IT operational staff
Could contain Request Offerings such as
Virtual Machine Request
Database Instance Request
Request additional VM Resource Allocation
Trigger Change Request as appropriate

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AUTOMATINGBEYOND IT

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BEYONDIT – SCALINGOUTAND GROUPING
• Shop Front Model
• Department Style Model
works well
• Segregates Ownership
• Management Pack
Maintenance in groups
• Drive Requests straight to
the team that will deal
with them

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ROICONSIDERATIONS- PEOPLE
• Eliminate Double Handling and handoffs
• Assign to the correct team/people
from first logging
• You can measure this now
• Get the right information at the point of
the request
• Use Questions
• Stops the calling back phone tag to
get information
• Control choices

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ROICONSIDERATIONS– BUILDINGOUT
• Drive a basic process initially build it out over time
• Add an Approval
• Add task allocation with manual tasks
• Pick your targets to Automate
• Most requested to get biggest bang for the buck
• Highest risks in manual handling errors
• Automation to covert the tacit or specialized knowledge,

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ROICONSIDERATIONS– CONSISTENCY& BUILD
• Define a standard “Default” process
one or two steps, Approve & Do for
example
• Bulk Build using a spreadsheet to
build the catalog, gain feedback and
do the loads
• Tools are available, scripts etc
• Define Standardized Automation
Activities and re-use, modular design
of automations and call each for
larger tasks
• Add user to AD
• Add user to AD Group
• Add User to Application etc

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AUTOMATE - LATERALTHINKING
• I want descriptions and details all carried
to the Activities for approvals say
• I want Changes Initiated after I have
approved a Request for an Enhancement
or other defined task and I want them
linked to the Request (DA)
• I want dynamic approvers placed in
Review Activities depending on the
Service owner or CI impacted.
• I want the process altered depending on
the questions answered with additional
tasks and who they are allocated to.

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REPORTING REQUESTS LIKE THE PORTAL

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TOOLS
 Brett will talk about the tools but to cheat we can use a common Orchestration calling a
PowerShell and pass it the script name.
– Orchestrator add in (Charles Joy) that supports 64 Bit PowerShell
– SMLets Service manager Commandlets Library
– We can then bulk build our catalog with Script placements creating Templates
– Develop the scripts at our leisure to replace the default script
– Simplified SCSM Templates and common design, immensely scalable with ready to go
placeholders
– There is nothing you cant do in PowerShell – learn it

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ASSUMPTIONS
This is a Deep Dive session.
• Familiar with SCSM & Cireson Products
• Familiar with Orchestrator and PowerShell
Deep Dive

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AUTOMATION OPTIONS
System Center Orchestrator Service Management Automation (SMA)
 Native to System Center 2012
 GUI Interface
 PowerShell V2 native support
 Little to no prerequisites
 Many pre created Integration
packs
 Native to System Center 2012 R2
 NO GUI Interface
 PowerShell V3 based (Workflows)
 Many prerequisites (WAP)
 No pre created code. All
PowerShell

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SHOULDI USE AUTOMATIONOR
ORCHESTRATOR?
 If you already have System Center 2012 installed, and you do not plan to
install Windows Azure Pack, use Orchestrator.
 If you are planning to use the Windows Azure Pack, use Automation, and then
you can continue to leverage your System Center 2012 installation (if one
exists).
https://technet.microsoft.com/en-US/library/dn469258.aspx

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EXAMPLE
NEWUSERON-BOARDING
 New AD Account
 New Exchange Account
 New Office 365 Subscription
 New Security Pass
 New Office Key
 New RSA Security Fob
 New User Induction Documents

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DEMO
Dynamic Service Provisioning – “Corporate Application Access”

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WHAT’S IT WORTH?
This Quarter have processed 66 New User requests
15 minutes saved per request
990 Minutes saved this quarter
@ $45per Hour that is a $742.50 saving

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WHAT’S IT WORTH?
This Quarter have processed 265 Corporate
Application Access Requests
45 minutes saved per request
70,225 Minutes saved this quarter
@ $45per Hour that is a $8,943.75 saving

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WHAT’S IT WORTH?
Projected forward savings: $38,745pa

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INNOVATE 15
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