ca cloud service management: using task flows

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


Technical Publications

Using Service Request Management and Task Flows


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.


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.


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


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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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.


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


Submit for HR Prov Appr WA

Provision Employee Task Flow: Provision Employee Computer and Telephone Task Group Provision Employee Network Task


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.


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.


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


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


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


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



Submit for HR Prov Appr WA

Provision Employee Task Flow: Provision Employee Computer and Telephone Task Group Provision Employee Network Task


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


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.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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ensure it links to correct page Management Cloud






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

ca cloud service management: using task flows

Technology

service request workflows

service request process

requested service

employee location

employee provision emp

new employee ccti

service desk system

employee manager ccti