learning request management

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 servicesSeveral 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

notificationsAccounting

HR

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Demo Employee OnBoarding

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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