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ServiceNow Server Provision Training Fulfillment Team Version History Document Version Document Date Prepared / Modified By Comments 1.0 05/23/2014 Al Pacheco Document creation 2.0 5/27/2014 Al Pacheco Added Windows server script

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Page 1: ServiceNow Server Provision Training Fulfillment Teamhuit.harvard.edu/files/huit/files/server_provision_training.pdf · ServiceNow Server Provision Training Fulfillment Team ... server

ServiceNow Server Provision Training Fulfillment Team

Version History

Document Version Document Date Prepared / Modified By

Comments

1.0 05/23/2014 Al Pacheco Document creation

2.0 5/27/2014 Al Pacheco Added Windows server script

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Table of Contents

Purpose ........................................................................................................................................ 3

Training participants .............................................................................................................. 3

ServiceNow Request Catalog Overview ............................................................................ 3

Standard Server Provision Requests ................................................................................. 4 Option 1: Request a Oracle Linux Server ( Linux Admin, DBA, NOC, OPS, ICAPS) ....... 4 Option 1: Fulfill Oracle Linux Server Request (Linux Admin, DBA, NOC, OPS, ICAPS) ................................................................................................................................................................... 9 Option 2: Request a Generic Windows Server (Windows Admin, NOC, OPS, ICAPS)22 Option 2: Fulfill Generic Windows Server (Windows Admin, NOC, OPS, ICAPS) ....... 28

Custom Server Provision Requests ................................................................................. 39 Request Custom Server.................................................................................................................. 39 Fulfill Custom Server Request ..................................................................................................... 41

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Purpose This document will be used to facilitate the training of the server provision fulfillment team. The below training exercises have been created to provide the team with hands-on experience with the new server provision process prior to production go-live.

Training participants There are 2 Standard Server provisioning Exercises and 1 Custom Server provisioning Exercise. You need only complete 1 of the 2 Standard Server Exercise since each is geared towards specific fulfillment team groups, DBA, SOC (Linux/Window), NOC, OPS, and ICAPS.

ServiceNow Request Catalog Overview Server provision requests will be made from the ServiceNow Request Catalog self service portal. Users will access the Server Request form where they will submit their server request. This will generate an Order that will contain 1 or more Request Items (servers). Each Request Item (server) will have associated Tasks.

Order o Has an Order number: EG. ORD0011150 o Has 1 or more Request Items (servers)

Request Item (server) o Has a Request Item number: EG. REQST0011384 o Has all tasks associated to a Request Item (server)

Task o Has a Task number: EG. TASK0012763 o Is tied to a single Request Item (server)

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Standard Server Provision Requests This exercise will focus on Standard Server Provision Requests. Standard HUIT servers are designed to include HUIT server standards and best practices, delivering servers that will meet the majority of server requirements.

Option 1: Request a Oracle Linux Server ( Linux Admin, DBA, NOC, OPS, ICAPS)

Step Action

1 Request a New Server Provision Request by clicking on “Request Catalog” in the “Request Center” application module.

2 Open a Standard Server Provision Request by clicking on “Standard Server Request” under

“HUIT Services”

3 All server provision request must be associated to a “Customer to be billed”. Make a

selection from the dropdown box. Note: Your selection list will differ.

4 In the “Data Classification” dropdown select “Help me choose”.

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After you select “Help me choose” a checklist will appear below. Click the checkbox next to “HUID + an identifying piece of infraction – name, address, phone number, etc.”

“Data Classification” will change from “Help me choose” to “Level 3”.

Then select “Store” for the “Data Access”

5 Provide a “Friendly Name (DNS Name). Name the server <first_name>-<last_name>-

<YYYYMMDD>.cadm.harvard.edu For example

6 Set “Server OS / Function” to “Red Hat Enterprise Linux – Oracle”

7 Set the “Server Size” to “Extra Large”

Your selection will change the value of “CPU and Memory”

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8 Set the “Server Role” to “P-3 Development/POC”

9 “Default Storage” includes storage that is required to provision a RHEL Oracle server

10

Skip “Linux Questions” since you will not be adding any Linux accounts or groups

11 Unlike P-0 Production servers, P-3 Development/POC servers do NOT have a mandatory “Backup Schedule / Retention”. Select “Full every other week with no incremental / differential (15 day retention)” for “Backup Schedule / Retention”.

12 Red Hat Enterprise Linux – Oracle servers require batch scheduling so batch scheduling will

be set to Yes.

13 Add your VPN as the tunnel that you will use to administer the server.

14 Leave the “Does this system require access from outside of the Harvard network (other than

VPN)?” set to “No”

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15 The “Subnet selected for this server” will display the subnet that your server will be placed.

16 Unlike P-0 Production servers, P-3 Development/POC servers do NOT have a mandatory

“Server Monitoring” setting. Select “Ping” for “Server Monitoring”

17 Set the “Notification Window” to M-F 8-8.

18 Add yourself as the “primary Client Contact” in the “Contacts and Escalation Section”

19 If a client contact does not exist in ServiceNow then you have the “Option” of adding a new

contact. Add a new secondary client contact by clicking the check box “Add New Secondary Client Contact” and completing the required fields.

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20 You are now finished completing the Standard Server Provision request form. Click on “Submit Request” to submit the server to the Fulfillment team. Note: “Price” may vary.

21 You will be directed to an Order Status page that displays your server Request confirmation.

Be sure to record the Request. Note: Your Order and Request number will differ.

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Option 1: Fulfill Oracle Linux Server Request (Linux Admin, DBA, NOC, OPS, ICAPS)

Step Actor(s) Action

1 SOC After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

Next click on the new SOCPROV task. The “Short description” will include the name of the requested server.

2 SOC Once in the SOCPROV Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for information that may be required to fulfill the server request.

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Perform the first required step by adding the IP Address to the “SP IP Address” field.

Next, Assign the Task to you, and Save click .

NOTE: Now that an IP has been provided, the NOC tasks “Status” are set to Open.

3 NOC NOC can skip to step 5 and begin working on the NOCPROV tasks.

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4 SOC At this point, the SOC admin will complete all required server provision tasks and make any required CI updates. Once the SOC admin completes all required

tasks, set the “Status” to “Closed Complete” and click “Save” .

This completes the server provision Tasks required for the Linux SOC admins.

5 NOC After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: The NOC Task “Status” will remain “Pending” until the SOC admin provides an IP address. If task is still “Pending” wait until your training partner has added the IP address (Step 2) Next click on the new NOCPROV task(s). The “Short description” will include the name of the requested server.

6 NOC Once in the NOCPROV Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for additional information that may be required to fulfill the server request.

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At this point, the NOC admin will complete all required server provision tasks and make any required CI updates. Once the NOC admin completes all required

tasks, set the “Status” to “Closed Complete” and click “Save” .

Repeat the above process for any other NOCPROV tasks. This completes the server provision Tasks required for the NOC admins.

7 OPS After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: The OPS Task “Status” will remain “Pending” until all the SOC and NOC prerequisite Tasks are completed. If task is still “Pending” wait until your training partner has completed their tasks. Next click on the new OPSPROV task(s). The “Short description” will include the name of the requested server.

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8 OPS Once in the OPSPROV Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for additional information that may be required to fulfill the server request.

At this point, the OPS admin will complete all required server provision tasks and make any required CI updates. Once the OPS admin completes all required

tasks, set the “Status” to “Closed Complete” and click “Save” .

Repeat the above process for any other OPSPROV tasks. This completes the server provision Tasks required for the OPS admins.

9 ICAPS After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: ICAPS Tasks will only be generated if there is a web service error or if

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there is a request to add the New client Contact to ServiceNow. If you did NOT request a New Contact with the server request then the below task will NOT exists. Next, click on the new ICAPSPROV task(s). The “Short description” will include the name of the requested server.

10 ICAPS Once in the ICAPSROV Task, follow the instructions in the Description field. NOTE: ICAPS admin will not be creating Slash contact as part of this training. Follow existing ICAPS procedures for adding Contacts to Slash

The ICAPS admin will have to add the New Client Contact if one doesn’t already exist.

Open the Request Item by clicking on the form Icon, , to view the New Client Contact details.

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Then scroll down to the Client Contact section.

To create a new ServiceNow Contact you must Navigate to Incident -> the “Create New”

From the Incident form verify that the Client Contact doesn’t already exist by

clicking on the magnifying glass and perform a User search.

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If the Client Contact already exists then skip this step, otherwise add the new

user by clicking on the “Add/Edit User” icon.

Enter the User information and click “Submit” Once the Client Contact is added, navigate back to the Task and Open the CI for

edit by clicking on the CI form icon .

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Once on the CI form enter the new Client Contact data. In this example, we are adding the “Secondary Client Contact’

Now navigate back to the ICAPS Task. At this point, the ICAPS admin has completed this Task and can now set the

“Status” to “Closed Complete” and click “Save” .

This completes the server provision Tasks required for the ICAPS admins.

11 DBA After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

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NOTE: The DBA Task “Status” will remain “Pending” until server is provisioned. . If task is still “Pending” wait until your training partner has completed their tasks. Next click on the new DBAPROD task. The “Short description” will include the name of the requested server.

12 DBA Once in the DBAPROV Task, follow the instructions in the Description field. In some cases a customer may not have contacted the DBA team prior to requesting a server and they will need to be contacted before DBA provisioning can be started. If the DBA admin is waiting on customer feedback then set the task State back to “Pending” and the “Pending Reason” to “Waiting on Customer”. Set the status back to “Open” when all required customer information is received.

NOTE: View the CI and / or Request Item for additional information that may be required to fulfill the server request.

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At this point, the DBA admin will complete all required server provision tasks and make any required CI updates. Once the DBA admin completes all required

tasks, set the “Status” to “Closed Complete” and click “Save” .

Repeat the above process for any other DBAPROV tasks. This completes the server provision Tasks required for the DBA admins.

Sample Request Form

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Option 2: Request a Generic Windows Server (Windows Admin, NOC, OPS, ICAPS)

Step Action Actor(s)

1 Request a New Server Provision Request by clicking on “Request Catalog” in the “Request Center” application module.

Server Requestor

2 Open a Standard Server Provision Request by clicking on “Standard Server Request” under “HUIT Services”

Server Requestor

3 All server provision request must be associated to a “Customer to be billed”. Make a selection from the dropdown box. Note: Your selection list will differ.

Server Requestor

4 In the “Data Classification” dropdown select “Help me choose”.

After you select “Help me choose” a checklist will appear below. Click the checkbox next to “HUID + an identifying piece of infraction – name, address, phone number, etc.”

Server Requestor

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Verify that the “Data Classification” has changed from “Help me choose” to “Level 3”.

Then select “Transmit” for the “Data Access”

5 Provide a “Friendly Name (DNS Name). Name the server <first_name>-

<last_name>-<YYYYMMDD>.cadm.harvard.edu For example

Server Requestor

6 Set “Server OS / Function” to “Windows Server”

Server Requestor

7 Set “Provide Server Function” to “App Server”

Server Requestor

8 Set “Server Size” to “Extra Large”

Your selection will change the value of “CPU and Memory”

Server Requestor

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9 Set the “Server Role” to “P-0 Production/Training”

Server Requestor

10 “Default Storage” includes storage that is standard on Windows Servers.

Set the “Storage Tier” is set to “Premium”

Server Requestor

11 Leave the “Join server to UNIVERSITY domain” set to “Yes”

Skip “Add the following UNIVERSITY AD “A Accounts” to the Administrator Group”

Server Requestor

12 Select “Yes” to “Add Additional Storage”

Select “Premium” for “Storage Tier”

Select “E: - 100GB” for “Specify additional Storage”

Server Requestor

13 P-0 Production servers have a mandatory “Backup Schedule” and “Backup Retention” and will be set to the following.

Server Requestor

14 Leave the “Will this server require batch scheduling” set to “No”.

Server Requestor

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15 Add your VPN as the tunnel that you will use to administer the server.

Server Requestor

16 Set “Does this system require access from outside of the Harvard network (other than VPN)?” to “Yes”

17 The “Subnet selected for this server” will display the subnet that your server will be placed.

Server Requestor

18 P-0 Production servers require “OS” level monitoring. Please verify that “Server Monitoring” is set to “OS”.

Server Requestor

19 Set the “Notification Window” set to M-F 8-8.

Server Requestor

20 Add yourself as the “primary Client Contact” in the “Contacts and Escalation Section”

Server Requestor

21 If a client contact does not exist in ServiceNow that you have the “Option” of adding a new contact. Add a new secondary client contact by clicking the check box and completing the required fields.

Server Requestor

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22 You are now finished completing the Standard Server Provision request form. Click on “Submit Request” to submit the server to the Fulfillment team. Note: “Price” may vary.

Server Requestor

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23 You will be directed to an Order Status page that displays your server Request confirmation. Be sure to record the Request. Note: Your Order and Request number will differ.

Server Requestor

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Option 2: Fulfill Generic Windows Server (Windows Admin, NOC, OPS, ICAPS)

Step Actor(s) Action

1 SOC After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

Next click on the new SOCPROV task. The “Short description” will include the name of the requested server.

2 SOC Once in the SOCPROV Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for information that may be required to fulfill the server request.

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Perform the first required step by adding the IP Address to the “SP IP Address” field.

Next, Assign the Task to you, and Save the Task.

NOTE: Now that an IP has been provided, the NOC tasks “Status” are set to Open.

3 NOC NOC can skip to step 5 and begin working on the NOCPROV tasks.

4 SOC At this point, the SOC admin will complete all required server provision tasks and make any required CI updates. Once the SOC admin completes all

required tasks, set the “Status” to “Closed Complete” and click “Save” .

NOTE: Windows Server requests have and additional Server Config Validation Task. Open the SOCPRPV Server Config Validation Task and perform the validation and set the Task to “Closed Complete.

This completes the server provision Tasks required for the Windows SOC admins.

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5 NOC After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: The NOC Task “Status” will remain “Pending” until the SOC admin provides an IP address. If task is still “Pending” wait until your training partner has added the IP address (Step 2) Next click on the new NOCPROV task(s). The “Short description” will include the name of the requested server.

6 NOC Once in the NOCPROV Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for additional information that may be required to fulfill the server request.

At this point, the NOC admin will complete all required server provision tasks

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and make any required CI updates. Once the NOC admin completes all

required tasks, set the “Status” to “Closed Complete” and click “Save” .

Repeat the above process for any other NOCPROV tasks. This completes the server provision Tasks required for the NOC admins.

7 OPS After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: The OPS Task “Status” will remain “Pending” until all the SOC and NOC prerequisite Tasks are completed. If task is still “Pending” wait until your training partner has completed their tasks. Next click on the new OPSPROV task(s). The “Short description” will include the name of the requested server.

8 OPS Once in the OPSPROV Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for additional information that may be required to fulfill the server request.

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At this point, the OPS admin will complete all required server provision tasks and make any required CI updates. Once the OPS admin completes all

required tasks, set the “Status” to “Closed Complete” and click “Save” .

Repeat the above process for any other OPSPROV tasks. This completes the server provision Tasks required for the OPS admins.

9 ICAPS After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: ICAPS Tasks will only be generated if there is a web service error or if there is a request to add the New client Contact to ServiceNow. If you did NOT request a New Contact with the server request then the below task will NOT exists.

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Next click on the new ICAPSPROV task(s). The “Short description” will include the name of the requested server.

10 ICAPS Once in the ICAPSROV Task, follow the instructions in the Description field.

The ICAPS admin will have to add the New Client Contact if one doesn’t already exist. NOTE: ICAPS admin will not be creating Slash contact as part of this training. Follow existing ICAPS procedures for adding Contacts to Slash

Open the Request Item by clicking on the form Icon, , to view the New Client Contact details.

Then scroll down to the Client Contact section.

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To create a new ServiceNow Contact you must Navigate to Incident -> the “Create New”

From the Incident form verify that the Client Contact doesn’t already exist by

clicking on the magnifying glass and perform a User search.

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If the Client Contact already exists then skip this step otherwise add the new

user by clicking on the “Add/Edit User” icon.

Enter the User information and click “Submit” Once the Client Contact is added, navigate back to the Task and Open the CI

for edit by clicking on the CI form icon .

Once on the CI form enter the new Client Contact data. In this example, we are adding the “Secondary Client Contact’

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Now navigate back to the ICAPS Task. At this point, the ICAPS admin has completed this Task and can now set the

“Status” to “Closed Complete” and click “Save” .

This completes the server provision Tasks required for the ICAPS admins.

Sample Request Form

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Custom Server Provision Requests This training will focus on Custom Server Provision Requests. Custom HUIT servers are for server requests that cannot be fulfilled by a Standard Server Request. In addition to virtual server configuration options, Custom Servers can be requested for physical UCS blades, physical non-UCS blades, Appliances, etc.

Request Custom Server Step Action

1 Request a New Custom Server Provision Request by clicking on “Request Catalog” in the “Request Center” application module.

2 Open a Custom Server Provision Request by clicking on “Standard Server Request” under

“HUIT Services”

3 The Custom Server Request form has many more configuration options than the Standard

Server Request form. You can select Virtual servers, UCS Blades, or Otter server types (Physical Server (Non USC Blade), Appliance, Co-location). Submit a server request for one or more of these server types.

4 Once you are finished completing the Custom Server Provision request form. Click on “Submit Request” to submit your request.

5 You will be directed to an Order Status page that displays your server Request confirmation.

Be sure to record the Request. Note: Your Order and Request number will differ.

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Fulfill Custom Server Request Step Actor(s) Action

1 ICAPS After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: On submit, there will be only one task created and it will be assigned to ICAPS. ICAPS will review the custom request and, if necessary, make changes, and approve the request. Once approved, a SOC task will be generated and all the remaining tasks will be manually created by the fulfillment team as needed. TRAINING NOTE: If you are not paired with an ICAPS Admin then provide the instructor with the request item number that you recorded when submitting the server request. Next, click on the new ICAPSPROV task. The “Short description” will include the name of the requested server.

2 ICAPS Once in the ICAPSROV Task, follow the instructions in the Description field.

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The ICAPS admins will need to create a Slash Asset and a Server CI. First, from the ICAPS Task, open the Request Item by clicking on the form Icon,

, to view the New Client Contact details.

Then scroll down to the “Friendly Name (DNS Name)” field.

Record the server name. Now you need to navigate to the TEST instance of Slash to manually create an asset. Navigate to: https://ccbtest.huit.harvard.edu/slash/ Click on “Assets” and then “Add…”

Enter all required data.

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Then save and record the “Asset ID” NOTE: You will need to search for the newly created asset to get the “Asset ID”.

3 ICAPS Now, you will create the Server CI. Navigate to “HUIT Config” -> “HUIT Server”. Click on “New” to create a Server CI.

Now enter all the required CI attributes. IMPORTANT: Be sure to enter the correct “Asset ID” since this will be used to push CI updates from Slash.

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Once done, click “Submit” and return to the ICAPS Task. Now the ICAPS Admin will have to associate the Server CI to the Request Item from within the ICAPS Task.

Once done, set the Task “Status” to “Closed Complete” and click “Save” .

At this point, the Custom Server workflow will generate a SOC task to begin provisioning the server. This completes the server provision Tasks required for the ICAPS admins.

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4 SOC After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

NOTE: If you do not see a SOCPROV task then wait until your training partner has completed their task. If you do NOT have a training partner then provide the instructor with the request item number that you recorded when submitting you server request. Next click on the new SOCPROV task. The “Short description” will include the name of the requested server.

5 SOC Once in the SOCPROV Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for information that may be required to fulfill the server request.

Custom Server provisioning does not have any workflow automation so the SOC Admin will have to manually generate new Tasks for SOC, OPS, NOC, DBA, ICAPS, etc.

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Generate a new Task for the NOC to open ACL’s for customer VPN to allow SSH access. First, from the SOC Task, open the Request Item by clicking on the form Icon,

, to view the New Client Contact details.

Once in the Request Item, scroll down to the “Catalog Tasks” section and click “New”.

Once in the New Task form, enter the “Configuration Item”.

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Then enter the remaining Task information the NOC will need to open ACL’s

for customer VPN to allow SSH access. When done, click “Submit” You will now see a new Task associated to this Request Item.

Now, return to the SOCPROV task and complete the remaining SOC provisioning tasks. When completed, set the task to “Closed Complete”. This completes the server provision Tasks required for the SOC admins.

6 NOC, OPS, DBA

TRAINIG NOTE: This example task is assigned to the NOC but the process is the same for OPS, DBA. After a Server Provision Request is submitted you will see new Tasks in “My Group Work”. Click on “My Group Work” to see new Tasks assigned to your Group.

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Next click on the new task. The “Short description” will include the name of the requested server.

Once in the Task, follow the instructions in the Description field. NOTE: View the CI and / or Request Item for information that may be required to fulfill the server request.

Custom Server provisioning does not have any workflow automation so the Admin will have to manually generate new Tasks for SOC, OPS, NOC, DBA, ICAPS, etc. Generate a new Task for the NOC to open ACL’s for customer VPN to allow SSH access.

First, from your Task, open the Request Item by clicking on the form Icon, , to view the New Client Contact details.

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Once in the Request Item, scroll down to the “Catalog Tasks” section and click “New”.

Once in the New Task form, enter the “Configuration Item”.

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Then enter the remaining Task information the NOC will need to open ACL’s

for customer VPN to allow SSH access. When done, click “Submit” You will now see a new Task associated to this Request Item.

Now, return to the your task and complete the remaining provisioning tasks. When completed, set the task to “Closed Complete”. This completes the server provision Tasks