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© Copyright 2015 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
America First Credit Union - SAWJared Flanders Systems Monitoring Engineer, America First Credit UnionTorrey Jones Principal Consultant – Business Intelligence & ITSM, Greenlight Group
HP IT Service Management Summit 2015Seattle, Washington
September 22-24, 2015
The “Magic” of ITSM Continues
Torrey [email protected]: @glg_tpjPrincipal Consultant – Business Intelligence & ITSM
Jared [email protected] Monitor Engineer
Bachelors in Computer Science from WSUIT Certificate from OWATCITIL v3 certifiedHP AIS, MS and CompTIA certsCurrent positon for 5 yearsResponsible for:
Discovery, Monitoring and ITSM Tools
Don’t let the Muggles get you down.- Ron Wesley
I can’t come back. I don’t know how it works! Good-bye, folks! - The Wizard of Oz
• Dec 2014 - AFCU began SAW implementation • Feb 2015 - Go Live SAW (~8 weeks)
• Request Management• Incident Management
• ITSM Summit Orlando - Apr 2015• June 2015 - HP Discover 2015
America First Credit UnionHP Service Anywhere
Our “Magical Journey” continues…
I am a wizard, not a baboon brandishing a stick.- Seamus Finnegan writing lines, Harry Potter
Discussion Topics• AFCU Business Overview• Targeted Functionality• Migration Timeline• Some struggles• Loving it• Sept Release• Future• Questions
I thought you knew what you signed up for!Yeah, I thought so too. - Harry Potter / Ron Weasley
America First Credit Union• A member-owned, not-for-profit cooperative financial institution.
• Federal charted. Regulated by the National Credit Union Administration (NCUA)
• Founded 1939 • 7th largest credit union in membership in the US
• ~685,000 members
• 112 full-service branches in Utah and Nevada• Operations Center in Ogden, Utah• ~2,400 employees.• ~130 IT employees• I am a department of one!
I don’t want to be a good man, I want to be a Great One. – Oscar, Oz the Great and Powerful
It’s always best to start at the beginning – and all you do
is follow the Yellow Brick Road. – Glinda, The Wizard of Oz
Sitescope HA and DR
Sitescope DMZ
BSM/OMi
BPM
Operations Manager (Windows)
xMatters
Service Anywhere
uCMDB
Sitescope Datacenter
xMattersIntegration
OMW agents deployed to branch servers and some other servers
(Event Browser)
Network Node ManagerSNMP TRAP Input OMW
AgentOMWAgent
Data CenterMultiple Branch Servers
UCMDB Probe - Datacenter UCMDB Probe – HA and DR
RTSMMonitoring Automation
Connect-it
uCMDB Browser(Application Mapping)
Monitoring Discovery
Help Desk (ITSM)
Notification
Operations Bridge
OMWAgent
Both Monitor and Discovery
(Event Browser)(Dashboards)
Data Import
BPM AnywhereMultiple Drops
AFCU email
SCCMActive DirectoryVcenterQualysDNS Zone TransfersWeb Jetadmin
(11.24)
(9.24)
(10.0)
(10.20)(4)
(9.24)
(9.0)
Operations Orchestration
(9.6)
(SaaS)
LDAP(including Authentication)
Events – BPM Flows attached to application models sync’ed from UD
CI Discovery
Event Flow
Event Flow and CI Discovery
HR data from Active Directory
11 in-house servers will reduce to 2
(SaaS)
(On-premise)xMatters
(SaaS)
Targeted FunctionalityHelp Desk• Inbound Calls• Lync• Inbound emails• Logged by
technicians• Typical Help Desk
use case
Computer Operations• Inbound Calls• Logged by technicians• Typical Help Desk use
case
DBA• Lightweight Change
Process• Used more as a
history of what has changed in the world of the DBA’s than an enterprise change process
Integrations• Universal Discovery• Connect-IT• xMatters / Notifications• Automation / HP OO
Put ‘em together and what have you got? Bibbidi-bobbidi-boo. – Fairy Godmother
IT Support• Tier 2 support• Incidents assigned to group.
Lead assigns to assignee• Typical use case
• Kate, a Help Desk Lead, was moving and asked to stay on as a 20 hour employee and work remote from home.
• Kate assigned to SAW administration, training and HD liaison. • I am in charge of discovery and moving data into SAW through integrations.
Migration Timeline
China Girl– What’s going on here?Finley– I’m not sure, I sneezed the plan away.
– The Great and Powerful Oz
Jan –base integrations processes UCMDB connect-it email (no xMatters)
Feb –Help Desk / IT Support 100% migrated to Request Connect-IT scenarios
March – SAW update April – ITSM Summit Orlando
May – AFCU Kate gone for ~4 months, new HP SaaS CSMJune – Clone Prod to make 2nd DevSAW updateJuly – GLG person left company
Aug – AFCU signed contract with xMatters OnDemandSept – SAW updateITSM Summit
• ~8 week go-live (mid Dec to mid Feb)• Summer we caused ourselves some confusion.• We are back in the go now.
Struggles – Locations/Depts• Human Resources is “owner” of data
• Data is transferred to Active Directory• We use HP Connect-it to pull data from AD into SAW• Special Characters are a challenge for import to SAW• We have a campus that the location is called “Ops Center”. IT
Support needs “Ops Center” plus “Department” to locate contacts.
• Location Based Live Support – we have work to do• Contact information is pulled from AD• ATM information is imported from a Sharepoint page• PC information is imported from SCCM• Printer information is imported from Web Jetadmin
What do you mean? He said. “Do you wish me good morning, or mean that it is a good morning whether I want it or not; or that you feel good this morning; or that it is a morning to be good on?”
– Gandalf to Bilbo, The Hobbit
Struggles – Exporting ReportsWords are, in my not-so-humble opinion, our most inexhaustible source of magic. Capable of both inflicting injury, and remedying it.
– Dumbledore
Columns in SAW:*ID *Created Time *Description *Solution *Category*Opened By *Owner *Help Desk Group *PC Name *Requested By*Contacted By *Completion Code *Reassigned to IT Support *Reassigned to HDS *Created Time
Missing in export:*Description *Solution
Dashboards are good and meet our reporting requirements – mostly! Some manual intervention required
Gandalf - “What can you see?”Frodo - “Nothing… there’s nothing. Wait…”
Struggles – Email delivery delay• Three times in two weeks email notifications failed
• Aug 18, Aug 27 and Aug 31, 2015• Two out of three times AFCU notified HP SAW of the problem. The third
time HP notified AFCU while I was typing an email to HP.• Hours to recovery• Emails were delayed – not lost• HP did explain root cause and their response to fix.
Lovin’ itI love you like a Hobbit loves second breakfast
• BIG DATA• Information being presented all the time – suggestions, solutions, knowledge, CI’s…
• Live Support• Being able to open, work on, escalate, and/or close a ticket all in one place
• Views• Comparing and working on mass groups of tickets
• Dashboards• Easier / Cleaner interface• Easier administration• Easy onboarding a new Help Desk agent
Lovin’ it – LIVE SUPPORT!
Real names tell you the story of the things they belong to. – Treebeard, Two Towers
• A contact phones in – enter their name and their location and contact information is shown.• Their recent requests are shown. Scroll down and you can see more past requests.• There name is also entering into the request.
• The HD agents will enter the description of the problem and “Suggested Solutions”, “Recent Incidents” and “Offerings” will be presented
• The agent needs to enter all the required fields and “Category” is a required field. When the agent clicks on the drop down for Category, suggested categories are presented at the top of the list.
Lovin’ it – LIVE SUPPORT!
Wit beyond measure is a man’s greatest treasure– Rowena Ravenclaw, Harry Potter
Someone else always has to carry on the story– Bilbo, Two Towers
• Click on the “Suggested Solutions” and knowledge articles and related requests will be presented.• Highlight through the suggestions. If you find one you like, you can “Copy Solution” into the ticket
Lovin’ it – LIVE SUPPORT!
Dorothy- Now which way do we go?Scarecrow- Pardon me, this way is a very nice way.
Lovin’ it – LIVE SUPPORT!• Escalation can be done in the same window.
• Change the Assignee Group and Save• All attachments are kept with the ticket.
Lovin’ it – Requests/Views!
1. Five Favorite views can be saved on the bar2. Sarah belongs to two groups – she likes a view with all active Requests assigned to her.3. Views can be modified4. Can work with or edit highlighted tickets – Save, Discard, Edit.
China Girl– Why don’t you just use this?Finley– It’s got a knife.
– The Great and Powerful Oz
Well done, Tinker, your machine works beautifully!– Glinda, The Great and Powerful Oz
Lovin’ it – Dashboards!
Even with eyes protected by the green spectacles, Dorothy and her friends were at first dazzled by the brilliancy of the wonderful City. – The Wonderful Wizard of Oz
Lovin’ it!
• Easier / Cleaner interface• Easier administration• Easy onboarding a new Help Desk agent
September Release and moving forward
There’s Emerald City. …It’s beautiful, isn’t it? Just like I knew it would be. He really must be a wonderful Wizard to live in a City like that! – Dorothy, The Wonderful Wizard of Oz
• Data Segmentation• We have other Help Desks waiting to join in – Mortgage, Accounting,
Operations, others.
• Multiple requests in one form• Firewall requests – many Ports open for one IP (each port is a separate
request for us)
• UCMDB improvements• SACM – identifying CI’s how we want them.
• xMatters• Employee Self Service• Automation
Jared [email protected]
Torrey [email protected]: @glg_tpj
Thank you for listening!Let’s go Make Some Magic!
Going so soon? I wouldn’t hear of it. Why my little party’s just beginning. - The Wicked Witch of the West
