Reduction in data re-entry and data duplication
Summary
The client wished to reduce manual intervention and latency in provisioning virtual Windows servers and virtual Solaris servers, as well as standardize the provisioning process for auditing and compliance purposes. A need was identified for process integration and orchestration of the provisioning process; change request (data gathering), asset management (validation and tracking), deployment of the physical bare metal virtual infrastructure.
Automation has reduced server provisioning time from 60 minutes to 5 minutes.
Challenge: Remove manual data re-entry , and data duplication through integration
This process is labour intensive, with extensive data re-entry into numerous systems that perform various provisioning tasks. It took approximately 60 minutes to provision a server.
Provisioning process:
- Submit request via self service portal built with BMC Remedy AR System. Information is processed manually by the IT department. e.g. IP address range, appropriate physical host, etc.
- Once all data is collected and verified, one of three provisioning activities is initiated to build a server system. During the various stages of the provisioning process, IT personnel update the original Change Request so the process is tracked.
- Once provisioning is completed, the changes to the infrastructure are recorded in the asset management system.
Solution: Integrate and automate the service desk, provisioning tool, and asset system
Provisioning process automated using Enigmatec Run Book Automation as follows:
- Periodically watch the BMC Remedy AR system for new Service Requests (SRM). Verify that the request is of interest to provisioning and that the data is within parameters.
- If SRM is approved, based on data in the SRM, automatically invoke the appropriate provisioning process. Watch the provisioning system during the provisioning process for any error conditions, time-outs, etc.
- Update HP Peregrine Asset Center asset management system with detailed information of the new provisioned system.
- Close SRM ticket and notify interested parties in provisioned system status.
Throughout the provisioning process the SRM was continually updated so that progress could be tracked and measured.
Benefit: Improved service delivery, efficiency, and quality of reporting data
Automation has reduced server provisioning time from 60 minutes to 5 minutes.
Specifically the following benefits have been observed:
- Elimination of incorrectly configured systems
- Drastic reduction in latency and lag previously experienced with manual processing
- Re-allocation of highly skilled personnel to more strategic tasks
- Consistent and reliable data for system tracking and auditing purposes