1. HPE Americas
ITSM Summit
Jared Flanders
Systems Monitoring Engineer, AFCU
Exploring New Frontiers in ITSM
Remember the Help Desk!
- SAW and OO automation -

2. Jared Flanders
jflanders@americafirst.com
Systems Monitoring Engineer
Bachelors in Computer Science from WSU
IT Certificate from OWATC
ITIL v3 certified
HPE AIS, MS and CompTIA certs
Current positon for 6 years
Responsible for:
Discovery, Monitoring and ITSM Tools

3. Discussion Topics
• AFCU Business Overview
• Why AFCU chose Service Anywhere
• Implementation base
• Our past year experience
– Operations Orchestration automation
• Questions

4. America First Credit Union
• A member-owned, not-for-profit cooperative financial
institution.
– Federal charter. Regulated by the National Credit Union Administration (NCUA)
• Founded 1939
• 7th largest credit union in membership in the US
– ~736,218 members
• 115 full-service branches in Utah and Nevada
• Operations Center in Ogden, Utah
• ~2500 employees
• ~130 IT employees

5. Monitoring Discovery
Help Desk (ITSM)
Operations Bridge
Notification
Sitescope (11.24)
Sitescope
Sitescope
BPM (9.24)
(Business Process Monitoring)
BPM Anywhere (SaaS)
Sitescope
Network Node Manager (10.0)
UCMDB/UD (10.22)
Connect-it (9.6)
xMatters (SaaS)
BSM/OMi (9.24) RTSM
Operations Manager (9.0)
(Windows)
Operations
Orchestration
Service Anywhere (SaaS)
AFCU email
xMatters App,
Voice, SMS, email
OMW
Agent
OMW
Agent
OMW
Agent
OMW agents
deployed to
branch servers
SNMP Trap
Input
UCMDB Probe – Datacenter
UCMDB Probe – HA and DR
SCCM
Active Directory
Vcenter
Qualys
DNS Zone Trnsfers
Web jetadmin
DMZ
Datacenter
HA and DR
Multiple Drops
Datacenter
Multiple Branch Servers
Both Monitor and Discovery
(Event Browser)
(Dashboards)
(Event Browser)
UCMDB Browser (4)
(Application Mapping)
HR data from AD
Events via eMail
LDAP
(including Authentication)
Request
Incident
Change
ESS
Multiple HDs
xMatters
Agent
xMatters
Agent
Event Flow
CI Discovery
Data Import
Event Flow and
CI Discovery
Events – BPM Flows
attached to application
models sync’ed from UD
OBP

6. Our ITSM Journey
• HP OpenView Service Desk
• Migrated to HP Service Manager
• Upgraded SM 7.11, 9.20, 9.21, 9.30
– We wanted to get out of the SM upgrade cycles.
– 2013 we began to look at SaaS solutions

7. Why AFCU chose Service Anywhere
• Satisfied with Security
• Licensing model – concurrent and named
• HPE product – one company to “own” integrations
– UCMDB, Connect-it, BSM and OO
• Big Data features intriguing
• Live Support intriguing
• Proof Of Concept, showed us how to use “Offerings” in
place of “Templates”.
• SaaS means we stay current and I don’t do updates
• Met Targeted Base Functionality

8. Targeted Base Functionality
Help Desk
• Inbound Calls
• Lync calls
• Inbound emails
• Logged by technicians
• Typical Help Desk use
case
Computer Operations
• Logged by technicians
• Notification to Main Frame
Programmers
• Building Knowledge
DBA
• Lightweight Change
Process
• Used more as an Audit trail
of what has changed in the
world of the DBA’s than a
enterprise change process
Integrations
• UCMDB
• Connect-IT
• xMatters / Notifications
IT Support
• Tier 2 support
• Incidents assigned to group.
Lead assigns to assignee
• Typical use case
Security

9. Implementation Timeline
• Comparisons 2014
• SAW POC Summer/Fall 2014 – contract negotiation
• Had to wait for holiday season and year-end accounting
• Dec/Jan – building out integrations
– SAML-SSO / Connect-it / UCMDB / Operations Orchestration / AFCU email
• Tried to duplicate Templates – Didn’t work
• Deeper look at “Live Support” and “Offerings”
• Building processes – “Offerings”
• Decided to NOT migrate data and start new
• Feb 25, 2015 100% on SAW (~8 weeks go-live)
– Help Desk / IT Support (Tier 2) / Connect-it / UCMDB
• Mar 2015 Computer Operations 100% on SAW
• Mar SAW update

10. What have we done since Go-Live? (1/4)
• DBA “change” migration from SM to SAW
• Understanding and adjusting to Big Data
– Tweaking - Categories / Services / Knowledge
• >200 knowledge articles added
DBA
• Lightweight Change
Process
• Used more as an Audit
trail of what has
changed in the world of
the DBA’s than a
enterprise change
process

11. UCMDB
ATM SharePoint
Server Query
Web Jetadmin
What have we done since Go-Live? (2/4)
• ATM and Printer info added to UCMDB and pushed to SAW
• CI detection in Description field as part of process
“ATM HAFB 9”
“Data Center Color”
Info Stored
Alias created
CI Detection
“Tcd900bran019-1”
The Material may not be

12. What have we done since Go-Live? (3/4)
• Data Segmentation / ESS – ground work for other groups
to join SAW
– HR, Mortgage, Operations, Facilities, Programming, Web Services…
– Knowledge
– automation

13. Cash Machine OO Automation (4/4)
• Purchased new models
• Cash machine service requests – 50 per week
• Help Desk had no visibility / permissions
• Branches starting to call tier 2 directly

14. Cash Machine OO Automation (identify)
• Tier 2 tech willing to help with automation process
• API to identify CI data on servers and collect into UCMDB
– 1 branch server (115 branches)
– Multiple cash machines per branch
– Various configurations
– Naming standards (Tcd900bran019-1)

15. Cash Machine OO Automation (format)
• Worked with Help Desk on how they would like to see
and use information
• Queried Server
• Worked in UCMDB to format data Help Desk required
– Aliases created (Tcd900bran019-1 = CM019-1)
• Populate data into SAW SACM – CI detection

16. Cash Machine OO Automation (flow)
• Studied Tier 2 trouble shooting steps
• “white board automation flow”

17. Cash Machine OO Automation
• Operations Orchestration workflow
The Material may not be

18. Cash Machine OO Automation (drill down)
The Material may not be

19. • SAW – cash machine offering
Cash Machine OO Automation (input/output)
OO Task Complete: getStatus executed Successfully.
This indicates the Device Controller is functioning properly.
OO Task Complete: getStatus responded correctly.
Parsing of getStatus results complete.
Controller: 1: $-500: #-91 |2: $-1000: #-225 |3: $-2000: #-143 |4: $-2000: #-141 |5:
$-5000: #-184 |6: $-5000: #-187 |7: $-10000: #-7 |8: $-10000: #-0
OO Task Complete: getInventory executed Successfully.
Parsing of getInventory results complete.
InventoryInfo: 1: $-500: #-91 |2: $-1000: #-225 |3: $-2000: #-284 |4: $-5000: #-371
|5: $-10000: #-7
OO Task Succeeded: Compare Totals Match.
All Counts Match
Cash Machine Controller
$5 91 91 Match
$10 225 225 Match
$20 284 143, 141 Match
$50 371 184, 187 Match
$100 7 7, 0 Match
Controller : $5 : #91 | $10 : #225 | $20 : #143, 141 | $50 : #184, 187 | $100 : #7, 0 |
Cash Machine : $5 : #91 | $10 : #225 | $20 : #284 | $50 : #371 | $100 : #7 |
OO Task Failed: getStatus failed to execute.
This indicates the Device Controller is not responding.
OO Remediation: Issue 'Device Controller Restart'
Remediation step will wait 120 seconds, then OO will try again
OO Task Complete: getStatus executed Successfully.
This indicates the Device Controller is functioning properly.
OO Task Complete: getStatus responded correctly.
Parsing of getStatus results complete.
Controller: 51268: $-10000: #-422 |41255: $-5000: #-600 |31269: $-2000: #-1600 |21254: $-
1000: #-1000 |11267: $-500: #-1000 |01253: $-100: #-1501
OO Task Complete: getInventory executed Successfully.
Parsing of getInventory results complete.
InventoryInfo: 1: $-100: #-1501 |2: $-500: #-1000 |3: $-1000: #-1000 |4: $-2000: #-1600 |5: $-
5000: #-600 |6: $-10000: #-422
OO Task Succeeded: Compare Totals Match.
All Counts Match
Cash Machine Controller
$1 1501 1501 Match
$5 1000 1000 Match
$10 1000 1000 Match
$20 1600 1600 Match
$50 600 600 Match
$100 422 422 Match
Controller : $1 : #1501 | $5 : #1000 | $10 : #1000 | $20 : #1600 | $50 : #600 | $100 : #422 |
Cash Machine : $1 : #1501 | $5 : #1000 | $10 : #1000 | $20 : #1600 | $50 : #600 | $100 : #422 |
The Material may not be

20. Jared Flanders
jflanders@americafirst.com
Thank you for
listening!
You are
Awesome!

21. Questions
The Material may not be reproduced or distributed, in whole or in part, without prior written permission of HPE Software and America First Credit Union

22. Remember the Service Desk
Speaker: Jared Flanders, America’s First Credit Union
Question:
Identify the "reason" below that does NOT apply to why American First Credit Union chose Service
Anywhere.
A. Satisfaction with Security
B. Licensing Model was the same using Concurrent and Named.
C. HPE Product – one company to 'own' integrations (UCMDB, Connect-IT, BSM, and OO)
D. BIG Data features intriguing
E. SaaS means in order to stay current you will need to 'continue' upgrading (similar to Service Manager
process) using AFCU resources.
Answer:
E: SaaS means in order to stay current you will need to 'continue' upgrading (similar to Service
Manager process) using AFCU resources.
The Material may not be reproduced or distributed, in whole or in part, without prior written permission of HPE Software and America First Credit Union

23. Thank you Jared
The Material may not be reproduced or distributed, in whole or in part, without prior written permission of HPE Software and America First Credit Union