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Expand the service request catalog to automate new employee provisioning within the service desk system. Automate the provisioning of IT resources for the employee, and help ensure that tasks are routed to all the appropriate managers. Create a new employee provisioning request management workflow. For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
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ca Intellicenter
CA Cloud Service Management: Using Task Flows
Kevin Stewart
MCX05 #CAWorld
CA Technologies Senior Instructor
2 © 2014 CA. ALL RIGHTS RESERVED.
CA Communities
3 © 2014 CA. ALL RIGHTS RESERVED.
Technical Publications
Using Service Request Management and Task Flows
5 © 2014 CA. ALL RIGHTS RESERVED.
Scenario—Overview
Expand the service request catalog to automate new employee provisioning within the service desk system. Automate the provisioning of IT resources for the
employee, and help ensure that tasks are routed to all the appropriate managers.
Create a new employee provisioning request management workflow.
6 © 2014 CA. ALL RIGHTS RESERVED.
Session Objectives
After this session, you will be able to:
Describe how to design an employee provisioning service request management workflow.
Describe the implementation of the employee provisioning service request management workflows and related tasks.
7 © 2014 CA. ALL RIGHTS RESERVED.
By designing a new employee provisioning workflow, you will be able to create service request workflows as needed to suit your business requirements.
Definition of Service Request Management
Information Technology Infrastructure Library (ITIL®) defines a service request as a request for information, advice, or for a standard change or demand for a service or product.
The Service Request process includes: – Logging and routing the request
– Monitoring the request through a task flow
– Delivering the requested service or product
– Closing the request
8 © 2014 CA. ALL RIGHTS RESERVED.
Standard Request Management Workflow
Service request tickets go through Acceptance, Fulfillment and Closure phases.
The service request ticket starts with a ticket template and is moved through the workflow using auto routes and workflow actions.
Depending on the phase and status of the ticket, the analyst can use the available workflow actions to move the ticket through the workflow.
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9 © 2014 CA. ALL RIGHTS RESERVED.
Employee Provisioning Request Management Workflow
To implement the employee provisioning service request
management workflow, follow these high-level steps:
Create a service request ticket template for the Request Catalog.
Create a task flow to fulfill the employee provisioning service
request.
Create workflow actions to route the service request ticket
through the request management workflow.
10 © 2014 CA. ALL RIGHTS RESERVED.
Create a Service Request Catalog Item Employee Provisioning
Creating a service request catalog item affects the highlighted part of the workflow:
EMP_HR Approval Provision a New Employee TT Source = Web Reason Code = New Employee CCTI = Employee >> Provision Custom Fields = Employee; Location; Start Date;
Computer; Telephone; Network Permission = Employee Management
Employee Provisioning AR Reason Code = New Employee Set Fields = Status = Active Reason Code = Approval Phase = EMP_HR Approval Group = Employee Manager CCTI = Employee >> Provision
EMP_HR Approval
zzEmpProvAppr WA
zzEmpProvRej WA
EMP_HR Fulfillment
EMP_HR Closure
zzEmpProvFail WA
zzEmpProvSuccess WA
Close Service Request as Fulfilled WA
Close Service Request as Canceled WA
Close Service Request as Canceled WA
Submit for HR Prov Appr WA
Provision Employee Task Flow: Provision Employee Computer and Telephone Task Group Provision Employee Network Task
11 © 2014 CA. ALL RIGHTS RESERVED.
Task Flow to Fulfill a Service Request Inheritance of Custom Field Values from Parent Ticket to Task Tickets
Custom fields can only be inherited from a parent ticket to a task ticket. First, the workflow administrator must create the custom field template for the parent.
The parent ticket is a service request.
Add attributes you want mapped as custom fields on the service request.
Set the CCTI to establish a relationship between the parent ticket and the task tickets.
12 © 2014 CA. ALL RIGHTS RESERVED.
Task Flow to Fulfill a Service Request (Continued) Inheritance of Custom Field Values from Parent Ticket to Task Tickets
Next, you create a custom fields template for the child task tickets, which contains the same attributes and CCTI as the parent ticket.
The child ticket is a task. Add attributes you want mapped
as custom fields on the task.
Set the CCTI to establish a relationship between the parent ticket and the task tickets.
13 © 2014 CA. ALL RIGHTS RESERVED.
Task Flow to Fulfill a Service Request (Continued)
Inheritance of Custom Field Values from Parent Ticket to Task Tickets
After the requester submits a service request ticket, the analysts assigned the task tickets begin to fulfill the tasks associated with the parent service request.
Parent Service Request Ticket Task Tickets
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Employee Provisioning Tasks
Workflow tasks provide for the employee provisioning approval and fulfillment steps.
EMP_PR Closure
EMP_PR Fulfillment
EMP_PR HR Approval WA
EMP_PR Approval
EMP_PR Approval EMP_PR HR Rejection WA
Submit for HR Approval WA
EMP_PR Tasks
EMP_PR Success WA
EMP_PR Failure WA
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Relationship Between Tickets and Tasks
To fulfill a service request, one or more tasks may need to be completed.
– For example, the diagram displays a set of tasks to complete the fulfillent of employee provisioning.
EMP_PR Tasks: Provision a Computer Provision a Telephone
Provide Network Access
EMP_PR Closure
EMP_PR Fulfillment
EMP_PR HR Approval WA
EMP_PR Approval
EMP_PR Approval EMP_PR HR Rejection WA
Submit for HR Approval WA
EMP_PR Tasks
EMP_PR Success WA
EMP_PR Failure WA
16 © 2014 CA. ALL RIGHTS RESERVED.
Create a Task Flow to Fulfill the Service Request Employee Provisioning
Creating a task flow affects the highlighted part of the workflow.
EMP_HR Approval Provision a New Employee TT Source = Web Reason Code = New Employee CCTI = Employee >> Provision Custom Fields = Employee; Location; Start Date;
Computer; Telephone; Network Permission = Employee Management
Employee Provisioning AR Reason Code = New Employee Set Fields = Status = Active Reason Code = Approval Phase = EMP_HR Approval Group = Employee Manager CCTI = Employee >> Provision
EMP_HR Approval
zzEmpProvAppr WA
zzEmpProvRej WA
EMP_HR Fulfillment
EMP_HR Closure
zzEmpProvFail WA
zzEmpProvSuccess WA
Close Service Request as Fulfilled WA
Close Service Request as Canceled WA
Close Service Request as Canceled WA
Submit for HR Prov Appr WA
Provision Employee Task Flow: Provision Employee Computer and Telephone Task Group Provision Employee Network Task
17 © 2014 CA. ALL RIGHTS RESERVED.
Task Flow to Fulfill a Service Request
When designing a task flow, tasks can be manually or automatically initiated.
Automatic Generation of Tasks in a Defined Task Flow
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Session Summary
You should now be able to do the following:
Describe how to design an employee provisioning service request management workflow.
Describe the implementation of the employee provisioning service request management workflows and related tasks.
19 © 2014 CA. ALL RIGHTS RESERVED.
For More Information
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz
Insert appropriate screenshot and text overlay from following “More Info Graphics” slide here;
ensure it links to correct page Management Cloud
20 © 2014 CA. ALL RIGHTS RESERVED.
For Informational Purposes Only
© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. ITIL® is a Registered Trade Mark of AXELOS Limited.
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
Terms of this Presentation