Using ITSM Self-service Portal for orchestration.
When we talk about automation or orchestration, there are two possibilities start the process. End to end automation where systems talking to each other without any human intervention (for ex: CLIP, Auto-heal, etc.,) and automation using self-service where, a user will enter the data manually or in general will kick start the orchestration process.
The second method or the self-service mode is mainly used in Non-IT functions (like initial HR formalities such as creating accounts, profiles etc.,) or in some complex IT situations (like holding of backup jobs on emergency reboot etc.,). How do you deal with self-service in such situations?
Most of the orchestration tools have in-built self-service mechanisms. Like HP OO central for HP Operation Orchestration, where the user can fill in the required inputs related to a particular workflow and can kick start the automation workflow. You can use service manager or any third party custom portal such as SCOOSP, if you are using System Center Orchestrator. Not only for enterprise class tools have, have lightweight tools like Ayehu Eyeshare also comes up with very nice self-service portals. The question is should we use this feature?
Before answering the question, let’s think from a user perspective. Let’s assume I am an HR executive and I don’t like IT technology much. I have a ticketing tool for tracking the requests assigned to me, I have an in house application for my leave management, and I have another custom build application for doing XYZ. And over that you are now giving me another self-service portal (HP OO Central or whatever) for another set of tasks. Yes, it do helps me a lot by automating all these activities, but its bit irritating to keep a track of all these self-service portals and to understand that, I am not a techie like you guys. J
This is where we should think of consolidating all the self-service portals in one place. Whether it’s in your in house tool or in the ITSM platform, it doesn’t matter.
Service-Now as ITSM tool
If you have Service-Now as ITSM tool, then nothing much to think. You can start creating the self-service forms or service catalogs in less than 10 mints. This can be used across the organization. The best part is you don’t need to keep track of external database. SN will allow you to create Tables, store data in those tables, create user interface (forms and service catalogs) to insert data to the table, connect multiple tables and link data between tables, and create reports from the data, call an orchestrator workflow and many more. Even for end users, they just need to keep track of only one tool/portal. Other than self-service portal, service now is capable of doing lot more stuffs, whether it is creating a service map of your infrastructure or a simple work plan roaster. The Orchestrator engine which is tightly coupled with the suite also has some good inbuilt content packs and the provision to add out of the box contents.
DevSecOps
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