Pre-Con Education: Building Advanced ITSM Workflows in CA Service Management

Pre-Con Education: Building Advanced ITSM Workflows in CA Service Management

Brian Poissant

IT Service Management

CA Technologies

Engineering – PSA AWS #9228

DO5X102E

@poissanb

#CAWorld

#ITSM

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The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of

warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

For Informational Purposes Only

Terms of this Presentation


Abstract

Learn how to build advanced IT service management (ITSM) process workflows with CA Process Automation (CA PAM). Examples will use flows relevant to common service management processes and integrations.

BrianPoissant

CA Technologies

Engineering


Agenda

SESSION FOCUS

COMPONENTS, SETUP AND CONFIGURATION

RESOURCE REVIEW, AND QUESTION PERIOD

MANAGING ENVIRONMENTS WITH PAM

EXAMPLE WORKFLOW – AUTOMATED INSTANCE MANAGEMENT TECHNIQUES

EXAMPLE WORKFLOW – WALK-THRU OF PINK RELEASE AND DEPLOYMENT OPS

1

2

3

4

5

6


Session Focus

Request to build an on-demand, autonomous “Student Lab” system, for

self-directed student learning

– Student requests e-learning through a Service Catalog, or CA Service Desk Manager (CA SDM)

– System provisions the type of environment requested

– System notifies the student of the connection/credential information for the environment, automatically when available

– Environment is self-monitoring. Automatically shuts down, yet data persists, when CPU <3% for an hour

– Student is notified of shutdown, and provided a link to restart the environment when they are available to continue their study

Scenario


Session Focus

CA PAM provides an extensive library of capabilities for simplifying and automating processes

Amazon Web Service (AWS) has 50+ Services but strategically sells only 2 things:– Compute

– Storage

When consuming temporary compute resources, there is a significant (upwards of 67%) savings for pro-actively and automatically managing low-CPU Student Lab instances.

Why this scenario?


Session Focus

Create EC2, VPC, IAM Instance

Create Cloud Formation Deployment

Stop or Terminate EC2 Instance

Terminate VPC

Create, Update, Delete S3 Bucket (Storage)

Create, Update, Delete RDS Instance (MS SQL)

CA PAM Operators Identified


Session Focus

EC2 – provides differing variations of “compute on demand” resources

AMI – preconfigured hosts/instances of EC2 compute resources

Cloud Formations –a programmatic, automated and dynamic

deployment description of complete AWS environments.

EBS – Elastic Block Store, i.e. persistent storage for EC2.

VPC – Virtual Private Cloud, secured segmentation of networks.

Components of AWS


Session FocusAWS Student Environment

Client

Internet AWS cloud

Corporate

Data Center MS SQL

Instance

S3

VPC

Internet

Gateway

EC2


Components, Setup and Configuration

CA Process Automation Manager 4.3– Load AWSOperators package

– Configure setJarDetailsDataset

– Run changeJarDetails process

CA PAM, Email, AWS Console


Components, Setup and ConfigurationLoading the AWS Operators


Components, Setup and ConfigurationAWS Operators Loaded


Components, Setup and ConfigurationFind and Open changeJarDetails Folder


Components, Setup and ConfigurationOpen the setJarDetailsProcess from AWSOperators>setJarDetailsProcess


Components, Setup and ConfigurationSet the Jar Name, and Jar Location


Components, Setup and ConfigurationAWS Components


Components, Setup and ConfigurationCheck in the changes


Components, Setup and ConfigurationClick on Designer Tab


Components, Setup and ConfigurationSelect New Process Icon


Components, Setup and ConfigurationBe Sure Operators List is Showing


Components, Setup and ConfigurationAdd a AWS->Allocate IP Address Operator, and credentials


Components, Setup and ConfigurationGive the operator an appropriate name


Components, Setup and ConfigurationConnect the Operators


Components, Setup and ConfigurationCheck-in the process


Components, Setup and ConfigurationRun an instance of the process, and select “Yes” when prompted


Components, Setup and ConfigurationRun an instance of the process, and select “Yes” when prompted to watch the


Components, Setup and ConfigurationSuccessful Test Result Shown on AWS Console


Managing Environments With Process Automation

CA PAM Integration can manage– Elastic IP’s

– Elastic Block Store Volumes

– EC2 Instances

How would we use these to automate deployment of student environments?

What has to be done in CA PAM, what should be done in CA PAM, and what should/can be done in AWS.

Using the CA PAM and AWS Operators


Managing Environments With CA PAMProcess Overview for Advanced Integration between CA PAM and AWS

Overview of Phases

1. External Catalog / Student Request

2. Process Automation Deployment

3. Student Uses Environment

4. Student Finished with Environment

5. Process Automation Environment Termination

External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process

Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment

credentials based on details

Deploy SDM HostStudent stops use, CPU <3%

Cloud Watch Stops Instance

Notify student of environment status change, and link to restart

Get Instance Details Student clicks on link, and hibernating host re-starts

Student closes request, request status changes, sends id’s to PAM Env Termination process.

Collect id’s from Request PAM terminates each id Get Instance Details

Update Request with id’s

Update Request with termination date/time for each id


Managing Environments With CA PAMDeploy CA SDM Host


Managing Environments With CA PAMNew Process – Create_Student_Lab


First OperatorDeploy an CA SDM Instance

Overview of Phases







Deploy SDM instance Deploy Catalog instance Get Instance Details Notify student w/ environment











Managing Environments With CA PAMDetails of Launch_SDM_Instance Operator


Managing Environments With CA PAMDeploy a Catalog instance

Overview of Phases







Deploy SDM instance Deploy Catalog instance Get Instance Details Notify student w/ environment











Managing Environments With CA PAMDetails of Catalog Launch_Catalog_Instance Operator


Managing Environments With CA PAMGet instance details

Overview of Phases


















Managing Environments With CA PAM

Save & run the Create_Student_Lab process thus far to get a list of parameters returned from each operator

Click down into the parameters to find the instance-id returned for both the CA SDM Instance, and the Catalog Instance

Right-click on the parameter to expand and copy its “addressable link”

Double-click to zoom in on the parameter value

How to reference parameter values between operators


Managing Environments With CA PAMObtaining the return value of a parameter from another operator


Managing Environments With CA PAMObtain the Expression for Reference


Managing Environments With CA PAMHierarchical references to Operation Results data

Process.Launch_SDM_Instance.InstanceDetails[0].Instance_Id


Managing Environments With CA PAMAdd a Get_SDM_Details operator to our process


Managing Environments With CA PAMPaste the expression into another operators parameter



Managing Environments With CA PAMRepeat the process to make the Get_Catalog_Details operator

Process.Launch_Catalog_Instance.InstanceDetails[0].Instance_Id


Managing Environments With CA PAMRepeat the process to make the Get_Catalog_Details operator



Managing Environments With CA PAMNotify student of lab environment status

Overview of Phases


















Managing Environments With CA PAMEmail the link based on Instance_Id to the Student



Managing Environments With CA PAMDisconnect the Get_[SDM&Catalog]_Details operators


Managing Environments With CA PAMAdd a Send_Email Operator


Managing Environments With CA PAMPopulate the Send_Email Operator parameters


Managing Environments With CA PAM

While having your AWS Console open to the EC2 Details page, launch your CA PAM process

Check-in the CA PAM process, and run it.

How could we re-design the process to execute more efficiently?

Where/how could we add some “fail-safes” to the process?

Try out the new process


Managing Environments With CA PAMImproved Create_Student_Lab CA PAM process


Managing Environments With CA PAMUpdate Request with Instance-Id’s

Overview of Phases


















Managing Environments With CA PAMImproved Create_Student_Lab CA PAM process


Managing Environments With CA PAMAdd an operator for updating Catalog Request


Managing Environments With CA PAMStudent stops use, CPU <10%

Overview of Phases


















Managing Environments With CA PAMAWS Cloud Watch


Managing Environments With CA PAMBuild the Alarm


Managing Environments With CA PAMAWS Cloud Watch Dashboards


Managing Environments With CA PAMCreate CloudWatch alarm


Managing Environments With CA PAMCloud Watch issues STOP based on low CPU

Overview of Phases


















Managing Environments With CA PAMNotification of STOP to process owner



Overview of Phases


















Managing Environments With CA PAMOption #1- Polling through CA PAM



Overview of Phases


















Managing Environments With CA PAMEmail Automation via CA PAM



Overview of Phases


















Managing Environments With CA PAMMethods for closing the loop


Q & A


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5X104E Effective Change/Configuration Management with CA

Service Management

11/17/2015 at 1:00 pm

Breakers E

DO5T30T Make the Most of your ITIL and CA Service Management

Investment with Out-of-the-Box Content

11/18/2015 at 12:15 pm

Theater 5 (Tech Talk)

DO5X163S Appriss Supercharges ITSM Efficiency with Process

Automation to Save Lives

11/18/2015 at 2:00 pm

Breakers L


Must-See Demos

ITSM Designed for Humans

CA Service Management

Theater 5

Let Analysts Help People

CA Service Desk Manager

Theater 5

Make IT Simple with ITSM

CA Service Catalog & Unified Self-service

Theater 5

Dashboards for Better ITSM

Xtraction for CA Service Management

Theater 5


Follow On Conversations At…

Smart Bar

CA Service Management

Theater 5

Tech Talks

Make the Most of Out-of-the-Box Content

Theater 5 (Tech Talk)


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

http://bit.ly/1wbjjqX

Pre-Con Education: Building Advanced ITSM Workflows in CA Service Management

Technology

Transcript of Pre-Con Education: Building Advanced ITSM Workflows in CA Service Management