End-to-end scenario using the ITSM Automation run book
This topic describes the end-to-end user scenario that can be implemented by using the ITSM Automation run book. The ITSM Automation run book helps automate the change management lifecycle for any endpoint management system.
The following figure shows the end-to-end change scenario by using the ITSM Automation run book:
Stage | Description |
|---|---|
1. | From an endpoint management system, a datacenter operator initiates a job, which requires a change request for tracking the job. |
2. | The endpoint management system retrieves a list of templates and mappings required for creating a change request. TrueSight Orchestration returns the templates and the mappings required for creating a change |
3. | The datacenter operator selects the template and the values for the change impact, urgency, and so on. The operator also enters data in the required fields in the endpoint management system and submits the request. |
4. | TrueSight Orchestration receives the change template, impact, urgency and so on information from the endpoint manager. |
5. | TrueSight Orchestration creates a change request, an associated task with the change request, and attaches the configuration items (CIs) in BMC Remedy ITSM. |
6. | Change is approved as per the approval process configured in BMC Remedy ITSM. |
7. | TrueSight Orchestration updates the change status in BMC Remedy ITSM. |
8. | The endpoint manager polls for the updated status of the change request via TrueSight Orchestration. |
9. | After the change is approved and based on the scheduled date and time in the change ticket, the endpoint management system executes the job. |
10. | After the job is complete, the endpoint management system marks the change as complete via TrueSight Orchestration. |
11. | TrueSight Orchestration updates the change ticket in BMC Remedy ITSM. |
Where to go from here
To install the ITSM Automation run book, see Installing-the-ITSM-Automation-runbook.