CA Cloud Service Management: Using Task Flows

ca Intellicenter
CA Cloud Service Management:
Using Task Flows
Kevin Stewart
CA Technologies
Senior Instructor
MCX05 #CAWorld

CA Communities
2 © 2014 CA. ALL RIGHTS RESERVED.

Technical Publications

Using Service Request Management and
Task Flows

Scenario—Overview
Expand the service request catalog to automate new
employee provisioning within the service desk system.
 Automate the provisioning of IT resources for the
employee, and help ensure that tasks are routed to
all the appropriate managers.
 Create a new employee provisioning request
management workflow.

Session Objectives
After this session, you will be able to:
 Describe how to design an employee
provisioning service request management
workflow.
 Describe the implementation of the employee
workflows and related tasks.

Definition of Service Request Management
By designing a new employee provisioning workflow, you will be able to create
service request workflows as needed to suit your business requirements.
Information Technology Infrastructure Library (ITIL®) defines a service request as a
request for information, advice, or for a standard change or demand for a service or
product.
 The Service Request process includes:
– Logging and routing the request
– Monitoring the request through a task flow
– Delivering the requested service or product
– Closing the request

Standard Request Management Workflow
Service request tickets go through
Acceptance, Fulfillment and
Closure phases.
 The service request ticket starts
with a ticket template and is moved
through the workflow using auto
routes and workflow actions.
 Depending on the phase and status
of the ticket, the analyst can use
the available workflow actions to
move the ticket through the
workflow.
Type Text Here

Employee Provisioning Request Management Workflow
To implement the employee provisioning service request
management workflow, follow these high-level steps:
 Create a service request ticket template for the Request Catalog.
 Create a task flow to fulfill the employee provisioning service
request.
 Create workflow actions to route the service request ticket
through the request management workflow.

Create a Service Request Catalog Item
Employee Provisioning
Creating a service request catalog item affects the highlighted part of the workflow:
Provision a New Employee TT EMP_HR Approval
Source = Web
Reason Code = New Employee
CCTI = Employee >> Provision
Custom Fields =
Employee; Location; Start Date;
Computer; Telephone; Network
Permission = Employee Management
Employee Provisioning AR
Set Fields =
Status = Active
Reason Code = Approval
Phase = EMP_HR Approval
Group = Employee Manager
EMP_HR
Approval
zzEmpProvAppr WA
zzEmpProvRej WA
Close Service Request as
Canceled WA
EMP_HR
Fulfillment
EMP_HR Closure
zzEmpProvFail WA
zzEmpProvSuccess WA
Fulfilled WA
Canceled WA
Submit for HR Prov Appr WA
Provision Employee Task Flow:
Provision Employee Computer and
Telephone Task Group
Provision Employee Network Task

Task Flow to Fulfill a Service Request
Inheritance of Custom Field Values from Parent Ticket to Task Tickets
Custom fields can only be inherited from a parent ticket to a task ticket. First, the
workflow administrator must create the custom field template for the parent.
The parent ticket is
a service request.
Add attributes you want
mapped as custom fields
on the service request.
Set the CCTI to establish a
relationship between the parent
ticket and the task tickets.

Task Flow to Fulfill a Service Request (Continued)
Next, you create a custom fields template for the child task tickets, which
contains the same attributes and CCTI as the parent ticket.
The child ticket
is a task. Add attributes you want mapped
as custom fields on the task.
Set the CCTI to establish a
relationship between the parent
ticket and the task tickets.

Task Flow to Fulfill a Service Request (Continued)
After the requester submits a service request ticket, the analysts assigned the task
tickets begin to fulfill the tasks associated with the parent service request.
Parent Service Request Ticket Task Tickets

Employee Provisioning Tasks
Workflow tasks provide for
the employee provisioning
approval and fulfillment
steps.
EMP_PR Approval
Submit for HR Approval WA
EMP_PR
Approval EMP_PR HR Rejection WA
EMP_PR HR Approval WA
EMP_PR Closure
EMP_PR
Fulfillment
EMP_PR Tasks
EMP_PR Success WA
EMP_PR Failure WA

Relationship Between Tickets and Tasks
To fulfill a service request, one or more
tasks may need to be completed.
– For example, the diagram displays
a set of tasks to complete the
fulfillent of employee
provisioning.
EMP_PR Tasks:
Provision a Computer
Provision a Telephone
Provide Network Access
EMP_PR Approval
Submit for HR Approval WA
EMP_PR
Approval EMP_PR HR Rejection WA
EMP_PR HR Approval WA
EMP_PR Closure
EMP_PR
Fulfillment
EMP_PR Tasks
EMP_PR Success WA
EMP_PR Failure WA

Create a Task Flow to Fulfill the Service Request
Employee Provisioning
Creating a task flow affects the highlighted part of the workflow.
Provision a New Employee TT EMP_HR Approval
Source = Web
Custom Fields =
Employee; Location; Start Date;
Computer; Telephone; Network
Permission = Employee Management
Employee Provisioning AR
Set Fields =
Status = Active
Reason Code = Approval
Phase = EMP_HR Approval
Group = Employee Manager
EMP_HR
Approval
zzEmpProvAppr WA
zzEmpProvRej WA
Canceled WA
EMP_HR
Fulfillment
EMP_HR Closure
zzEmpProvFail WA
zzEmpProvSuccess WA
Fulfilled WA
Canceled WA
Submit for HR Prov Appr WA
Provision Employee Task Flow:
Provision Employee Computer and
Telephone Task Group
Provision Employee Network Task

Task Flow to Fulfill a Service Request
When designing a task flow, tasks can be manually or automatically initiated.
Automatic Generation of Tasks in a Defined Task Flow

Session Summary
You should now be able to do the following:
 Describe how to design an employee
workflow.
 Describe the implementation of the
employee provisioning service request
management workflows and related tasks.

For More Information
Insert appropriate screenshot and text overlay
from following “More Info Graphics” slide here;
Management Cloud
ensure it links to correct page
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz

For Informational Purposes Only
Terms of this Presentation
© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. ITIL® is a Registered Trade Mark of
AXELOS Limited.
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.
Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual
results may vary.

CA Cloud Service Management: Using Task Flows

More Related Content

Similar to CA Cloud Service Management: Using Task Flows

Similar to CA Cloud Service Management: Using Task Flows (20)

More from CA Technologies

More from CA Technologies (20)

Recently uploaded

Recently uploaded (20)

CA Cloud Service Management: Using Task Flows