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Automate incident management in a few minutes. Best of MMS 2013. …or how to make your incidents fun . Anders Bengtsson – Microsoft – Principal Extra Premium Premier Super Proffessional Expert of the Experts. Jonny Andersson - Advania. Service Manager 2012. Service Catalog
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Automate incident management in a few minutes Best of MMS 2013 …or how to make your incidents fun. Anders Bengtsson – Microsoft – Principal Extra Premium Premier Super Proffessional Expert of the Experts. Jonny Andersson - Advania
Service Manager 2012 Service Catalog Reports Email / Mobile / Client Self Service Solutions Compliance & Risk Service Request Release Problem Incident Change Standard Process Automation Configuration Management Data Base Process Workflow Forms Workflows Knowledge Work Items Configuration Items Reporting & Data Warehouse Integration across Stack
Incident Resolution Time 10 min 10 min 10 + 10 = 20
Incident Resolution Time x 100 10 min 10 min 10 + (10 x 100) = 1010 1010 / 60 = 16,8h 16,8 * 6 = 100,8h / h
Incident Quality Incident Tasks Manual Automation ???? Full Automation
”Normal” Incident Incident Manual Workflow
Semi-Automated Incident #1 (Task) Task Incident Semi-Automated Workflow #1
Semi-Automated Incident #2 (Template) Template Incident Semi-Automated Workflow #2 RunBook #1 RunBook #2 RunBook #3
Operations Manager ! Alert Connector Template AutomatedIncident #1 (SCOM) Incident Failed to resolve Incident. Automated Workflow #1 RunBook
AutomatedIncident #2 (Self Service) Failed to fix computer. Incident Automated Workflow #2 RunBook
Automate Incidents… …to save time for yourselfbutmostimportantly for yourcustomer. …to improvequality. …to ensurecorrectreport data. …to finallymove from 80% time in support to 80% time in development. Business Value Added Application Development Support and Operations ITSilos IT Budget Infrastructure and Facilities IT Budget IaaS IT Budget