You own and automation tool and now what?

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Matthew McCormick
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1 You own and automation tool and now what? Processes, Management, Automation Value Rafael Greg

2 Rafael Astrana Greg Ramsey rastrana ramseyg SCM, ITIL, MSCA Enterprise Mobility MVP 17 years Experience 18 years Experience American smoked beef Brazilian BBQ

3 Automation You own an automation tool and now what? Processes, Management, Automation Value

4 You own an automation tool and now what? Automation, What is it? Why we automate? Automation approach Challenges Setting up goals Prioritization

5 You own an automation tool and now what? Building the team Getting your customer engagement Reporting Challenges Show the savings Leveraging Resources Automation Governance

6 What is automation? Definitions Business Process Automation Related to BU s not dependent of a tool or technology IT Process Automation Automation of IT Processes E.g. Account Management Workload Automation Partial processes automation, task oriented. E.g. Auto Service Restart Job Scheduling Sequence of tasks started based on time scheduling Automation Server Automation Server Provisioning and configuration compliance enforcement Client Automation Client Provisioning, application and configuration compliance Script Automation Specific technology/task ad hoc scripting, used in silos, not scheduled used on demand Cloud Automation Cloud Solutions Provisioning and Maintenance Application Release Release of applications across environment Network Automation Network device configuration and version control Source: Gartner Survey Analysis: The Realities, Opportunities and Challenges of I&O Automation G

7 Value and Focus (mis)alignment Multiple companies believe Business Process Automation (BPA) and Workload Automation (WA) will bring more benefits, but these are not the top areas on maturity. Few Reasons: o o o Solid Technology Mature Processes We are automating our things not the rest of the company Some Consequences o Knowledge Centralization o Failed Organizational Communication o Ownership - Silos Source: Gartner Survey Analysis: The Realities, Opportunities and Challenges of I&O Automation G

Where are we focusing? Business Process Automation Related to BU s not dependent of a tool or technology IT Process Automation Automation of IT Processes E.g. Account Management Workload Automation Partial processes automation, task oriented.

8 Where are we focusing? Business Process Automation Related to BU s not dependent of a tool or technology IT Process Automation Automation of IT Processes E.g. Account Management Workload Automation Partial processes automation, task oriented. E.g. Auto Service Restart Job Scheduling Sequence of tasks started based on time scheduling Automation Server Automation Server Provisioning and configuration compliance enforcement Client Automation Client Provisioning, application and configuration compliance Script Automation Specific technology/task ad hoc scripting, used in silos, not scheduled used on demand Cloud Automation Cloud Solutions Provisioning and Maintenance Application Release Release of applications across environment Network Automation Network device configuration and version control Source: Gartner Survey Analysis: The Realities, Opportunities and Challenges of I&O Automation G

9 What is automation? Automagically Myths Any automation that I need will be created and be applied correctly with process documentation Automation will reduce my operations teams Automation will come with good standards I ll have visibility of all automation benefits and savings by just clicking on reports tab Automation will improve collaboration in my company Automation Reality The automations needed will require a good processes documentation and review Automation will make your team more efficient, everybody is already overloaded today Automation will replicate your bad standards too, if you don t review it. Good reports require good data, needs planning, strategy understands and goal definition If you push collaboration it will happen

10 Why we automate? Source: Gartner How to Avoid the Five Most-Common IT Automation Pitfalls G

11 Side effects Identify and cover application and/or processes gaps Clandestine processes identification Processes documentation Teams motivation

12 We need to go deeper How deep you can see automation? Automation is a service for a limited number of customers Proactively reach out to customers Understand customer pain points and provide a automation solution Help to drive automation mindset across company Plan in advance Be Agile We had a silo automation approach, where we automate a couple of processes for certain spaces overlooking key areas like manufacturing, sales and customer support We decided to expand our workload automation footprint to do that we had to understand what are our customer challenges. The need of our customers define the existence of our tools, not the other way around. Going forward understanding Business Requirements is imperative Design solutions with benefits in mind Help to change the mindset about automation Needs + Solution + Agility = Success!

13 Implementation approach Automation as part of I&O culture Upper management support Automation is part of IT strategy IT processes solutions instead of tasks Multiple teams collaboration Re-usable components Governance model (WIP)

14 Challenges Source: Gartner How to Avoid the Five Most-Common IT Automation Pitfalls G

15 Challenges How to drive more efficiency, cost reduction, risk mitigation at the same time? Change from partial bolt-on automations to IT Process Automation (ITPA) Look at the process not at pieces that can be automated Standardize as much as possible to enable automation to be designed, developed and executed with lower risks and at a lower cost. Source: Gartner Survey Analysis: The Realities, Opportunities and Challenges of I&O Automation G Source: Gartner Six Steps to Move IT Process Automation From Basics to Best Practices G

16 Challenges - WordCloud Source: Gartner How to Avoid the Five Most-Common IT Automation Pitfalls G

17 Team Focus Do you have an automation team? Why does your automation team exist? Who s your sponsor? Is automation a priority? Goals identification Incident/Request resolution Number of processes Saving hours Saving value How can I measure it? ITSM reports Custom logging reports

18 Prioritization I want automate.. I want automate.. I want automate.. I want automate.. I want automate.. I want automate.. Automation team Intakes I want automate.. I want automate.. I want automate.. I want automate.. I want automate.. I want automate..

19 Intake Prioritization Is the intake aligned with strategy? What is the intake benefit? Are these numbers real? Is that really needed? Systems Interlocks Application lifecycle Sustain the solution Integrations required

20 Building the team What resources do I need to have a good team? Salesperson Company knowledge Company relationship Project manager/scrum Master Project/team leading Customer expectation control Developers Coding knowledge mixed levels Operational knowledge

21 Building team processes Have a well defined intake process Prioritize according to your goals Get your team aligned with intakes process and goals Communicate your team existence Start simple and get complex later (low hanging fruit) Report, recognize and celebrate wins

22 Customer Engagement Be receptive (outside of the box intakes) Crazy ideas may bring huge benefits Small actions with enormous volume In a perfect world scenarios They are the processes owners and not you Be smart on identifying gaps on stories Identify standard actions Customer partnership is essential Recognize customer for valuable intakes

23 Reporting Challenges Automation reporting is challenging What is your goal? How can I report automation benefits? Quality? Quantity? Were the expected results delivered? Does your tool provide all reporting information that you need? Logging standards activities

24 Report Type Customer Experience o Based on how long your customer used to wait for some specific service request Hours and FTE savings o o Based on number of hours saved Based on number of IT/Business hours saved Volume o How many incidents/service requests were resolved

25 Our Results Demo Some reports and results

26 Automation Governance Automation Governance Phase 1 Assessment Phase 2 Mitigation and control Plan Phase 3 Implementation of Automation Lifecycle Automation identification Action plan creation Track automation execution Automation type Owner / Users Benefit Risk / Impact Execution frequency Processes Documentation Report Mitigation plan for high risk and impact automations Identification of potential replacements Ownership definition: Should it be converted and moved or should it stay with the creator? Report Execution Control Performance Documentation Reporting Change control Impact review Interlocks (Applications / Teams) Decomission Plan

27 And Then

PINK ELEPHANT THOUGHT LEADERSHIP WHITE PAPER. Identifying & Implementing Quick Wins

PINK ELEPHANT THOUGHT LEADERSHIP WHITE PAPER Identifying & Implementing Quick Wins Executive Summary One of the goals of IT Service Management (ITSM) is to identify and implement improvement opportunities