Automated Service Request Fulfillment

Owned by Enterprise IT
May 29, 2024

SummitAI Orchestration

 


Automated Service Request enables the Self Service for users and customers by running the pre-configured jobs using the Orchestration.

End User Use Case

Scenario

Employee On-Boarding in an organisation.

Objective

Automating the following actions during Employee On-Boarding using Orchestration Scripts and Workflows:

  • Creating an User in the Active Directory.
  • Creating a Mailbox in Exchange or POP3 or Office 365.
  • Adding an User to the respective Security Groups.
  • Acknowledging the created User with an Email Notification

Roles Required

  • Requester with the Role Template access

Process Flow Diagram

The following process explains the On-boarding of the new Employee in an organization and how the SummitAI Orchestration helps in orchestrating the tasks:

  1. Requester raises an SR using the VM provisioning catalog by specifying all the required details.
  2. The logged SR is collected from the SummitAI Application and sends to the Orchestration Engine for further processing.
  3. The Orchestration Scripts and Workflows are linked with the SR in Orchestration Decision Engine and sends the data to the Orchestration Proxy.
  4. The Orchestration executes the Scripts and Orchestrates the following tasks:
    1. Creating an user in the Active Directory.
    2. Adding the created user to the Security Group.
    3. Creating a Mailbox to the User.
  5. After executing all the Orchestration Scripts and Configuration, the requester receives an email with the all the access details. The logged SR is auto-updated or resolved.

Datacenter Automation or ITPA

Scenario

VM Provisioning to the requester.

Objective

Automating the following actions for provisioning a VM to the requester using Orchestration Scripts and Workflows:

  • Provisioning a VM to an User from the template.
  • Configuring the VM.
  • Connecting the VM to a Domain.
  • Adding Server to the CMDB.
  • Notifying the Requester with access details.

Roles Required

  • Requester 
  • Approver

Process Flow Diagram

The following process explains the VM provisioning to the requester and how the SummitAI Orchestration helps in orchestrating then tasks:

  1. Requester raises an SR using the VM provisioning catalog by specifying all the required details.
  2. The logged SR is collected from the SummitAI Application and sends to the Orchestration Engine for further processing.
  3. The Orchestration Scripts and Workflows are linked with the SR in Orchestration Decision Engine and sends the data to the Orchestration Proxy.
  4. The Orchestration executes the Scripts and Orchestrates the following tasks:
    1. Checking the Capacity
    2. Reserving an IP from the IPAM
    3. Mapping the VM Template
    4. Providing the extra Hard Disk
    5. Adding Server to a Domain
    6. Adding Server to the CMDB
  5. After executing all the Orchestration Scripts and Configuration, the requester receives an email with the VM access details. The logged SR is auto-updated or resolved.

Endpoint Use Case

Scenario

Blocking or Unblocking a website.

Objective

Automating the following actions for Blocking or Unblocking a website using Orchestration Scripts and Workflows:

  • Block a website by collecting the details from the SR such as website name, URL, user name and employee ID.
  • Unblock a website based on the information of the SR.
  • Notifying the Requester with details.

Roles Required

  • Requester 
  • Approver

Process Flow Diagram

The following process explains the Blocking or Un-blocking a website by the requester and how the SummitAI Orchestration helps in orchestrating the tasks:

  1. Requester raises an SR for blocking or unblocking a website.
  2. The logged SR is collected from the SummitAI Application and sends to the Orchestration Engine for further processing.
  3. The Orchestration Scripts and Workflows are linked with the SR in Orchestration Decision Engine and sends the data to the Orchestration Proxy.
  4. The Orchestration executes the Scripts and Orchestrates the following tasks:
    1. Updating the SYMANTEC policy
    2. Blocking or Unblocking the specific website
  5. After executing all the Orchestration Scripts and Configuration, the requester receives an email with the VM access details. The logged SR is auto-updated or resolved.