UP B10 Customer Roundtable: Symantec Workflow Solutionvox.veritas.com/legacyfs/online/veritasdata/UP...

UP B10 Customer Roundtable: Symantec Workflow Solution

Jason Short Sr. Product Manager

SYMANTEC VISION 2013

Speakers

• Arya Bounyavet – Graham

– SAP Integration

• Neil Baird – University of Utah

– CMDB User Sync

• Greg Darden – GlaxoSmithKline

– Software Package Import

• Nick Waldrop - Sparrow Health System

– Enhancement Request Process with Sharepoint

• Rob Moore – Travelport

– VPN Request

Graham Arya Bounyavet – Workflow Specialist

Graham

• Construction company based in Calgary, AB Canada with offices in Canada and the US

• Company Size

– $2.26 Billion in Revenue for 2012

– 1500+ Employees

• Number of End Points

– 3000+

• Symantec Software

– Service Desk

– Workflow

Company Overview

Graham

• 15 month SAP implementation period with a hard deadline of January 1st, 2013

– During the implementation the business realized there was some missing functionality that needed to be addressed

– No ability to approve Subtrade Invoices without users having to go into SAP. SAP is complicated and training would be needed for all Project Managers to familiarize them with the SAP screens when all they need to do is approve or reject an invoice

• Solution

– Use Workflow to interact with SAP using Business Application Programming Interface (BAPI) to retrieve and push back information

Challenge

Graham

SAP Invoice Screen

Graham

Workflow Invoice Approval Form

Graham

SAP Subtrade Invoice Approval Workflow

Graham

• Use BAPIs to retrieve information, add approval/reject comment(s) for auditing, change status and post invoice for processing

• Multiple approvers, multiple approval levels configurable on a per project basis

• Interaction with SAP, Graham Toolbox, and SQL Server applications

Workflow Process - Description

Graham

• ROI details after the project was implemented

– Development of this process allowed for reuse of code and creation of similar processes for the Owner Invoice, Purchase Order, and Purchase Requisition approvals thus cutting down development time for them

– Custom SAP development is very expensive and hiring a SAP developer can range from $100-200 per hour. This was a 4 week project

– Saved over $50,000 + on training and licensing as users don’t have to go into SAP to complete their tasks

Workflow Process - ROI

The Subtrade Invoice Approval workflow allows

operations to manage approvals effectively in an

environment in which they are familiar. They did not

have to learn how to navigate the complex SAP screens

and transaction codes.

Allowing the operations staff to work outside of SAP

saved us thousands of dollars in licensing fees.

Rod Nickle, Systems Manager Graham

Graham

• Workflow is a very flexible tool and can interact with big and complicated applications like SAP

• Important to finalize the requirements and try to not keep adding new functionality/features during development

• It’s really important to have at least one expert who knows the process/system to help build the process

Lessons Learned

Thank you!

Copyright © 2012 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners.

This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied,

are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.

Arya Bounyavet

aryab@graham.ca

University of Utah Neil Baird – Sr. Client Systems Analyst

University of Utah

• Health Care and Education Facility

• Company Size

– Over 90,000 active employees, faculty, staff, and students

– Approximately 600 buildings

– Over 3 billion annual revenue

• Approximately 80,000 workstations

• Symantec Software: Client Management Suite, Service and Asset Management Suite, Deployment Solution, SEP, PGP, App Virtualization, Workflow, NetBackup

Company Overview

University of Utah

• Population and Synchronization of Users in Process Manager With our CMDB

– Active Directory: Source of Truth for User Records

– No Native Method for Pre-Processing/Tweaking of Imported Data, or Ongoing Maintenance Such as Field Normalization in the Process Manager AD Import Tool

– Email Address is not static (in AD and Process Manager)

• Any difference between Primary Email and corresponding SMP user email will cause CMDB lookups to fail

• Changing the Primary Email in Process Manager Will Dis-Associate User From Things Like Incident Templates

Challenge

University of Utah

• Make AD authoritative source for Process Manager via the CMDB

• Only sync new records, updated records

• Enforce standard primary email format for all users

• Make Sync Process Reportable

Objective

University of Utah

• Create a DataClass to Contain (at least) the AD Create and Last Updated Time Stamps

Solution Prerequisites

University of Utah

• Use Active Directory Connector to Populate active Users into the CMDB (map create and update timestamps into dataclass)

Solution Prerequisites

University of Utah

Workflow Process – Screenshot

University of Utah

• An entry is made into a reporting table for each run

• Sync modes:

– Full: all CMDB users are synchronized

– Incremental: all users with an AD create date or last updated date (in custom dataclass) greater than the most recent Process Manager user sync date are synchronized

University of Utah

• For each record:

– Searches for Process Manager user by primary email

– If not found, creates a new user

– If create fails, searches for user by email, GUID, AD login, employee ID

– If user is found, performs update

– Errors on records are recorded in a reporting table

University of Utah

• Project is compiled into an executable, and run on a schedule from an SMP task (on any computer)

University of Utah

• Each entry contains start/end times, count of records synched, updated and created as well as a count of any errors

• Drilling down into each row will display details of any encountered errors

Workflow Process - Reporting

University of Utah

• Any source can be used for users (not just Active Directory)

• Data can be normalized/pre-processed before sync

• Allows for incremental/delta synchronization

• Maintains lookup key(s) between Process Manager and CMDB

• Provides detailed control of data mapping

• Can off-load some of the work by running on an external server

• Reporting allows for record by record troubleshooting as well as process performance and trending evaluations

Workflow Process - Benefits

This process syncs users.

I like that.

Neil Baird, University of Utah Information Technology Services

Thank you!

Neil Baird

Neil.Baird@hsc.utah.edu

GlaxoSmithKline Software Import Workflow Greg Darden – Consultant

GlaxoSmithKline

• Pharmaceuticals, Vaccines, Consumer Healthcare

• £26 billion revenue, 100,000 employees, 115+ countries

• Managed scope (PCs): 110,000 devices, 78 countries, 164 sites

Company and Environment Overview

GlaxoSmithKline

• Client Management Suite

• Asset Management Suite

• Endpoint Protection

• Endpoint Encryption

• Critical Server Protection

Symantec Software In Use

GlaxoSmithKline

• 2.3 million touches per year

• 30,000 PC builds per year

• 500,000 user initiated install/uninstalls per year

• 50 new software releases per month

• 4,700 software releases in catalog

Service Volume

GlaxoSmithKline

• Automate

• Standardize

• Integrate

• Ensure Accuracy

• Ensure Efficiency

Challenge

GlaxoSmithKline Workflow Process

GlaxoSmithKline

• Stage files from QA

• Call custom workflow web service for data inputs

• Validate input

• Parse data

• Create software release

• Notify (Rollup and Exceptions) – Email and Remedy

GlaxoSmithKline

Benefits

• Initial import of 4,700 releases: 1,200 hours saved

• Ongoing releases: 160 hours saved per year

• Faster site conversions, as no need to resend content

• Service outage minimized

The implementation of the software import workflow

has given us a standard, streamlined and completely

automated process for software distribution, which

translates to quality and consistent results, as well as

much reduced manual effort required for site

migration and ongoing service provisioning.

Eileen Ching, Director User Computing Services Change Implementation & Support GlaxoSmithKline

GlaxoSmithKline

• Workflow and web services programming expertise are vital

– We collaborated with ITS Partners

• Spend adequate time up front scoping

• Minimize complexity

• Phase in capabilities and testing

• Maintain team continuity

• Document in detail and define publishing process

Lessons Learned

Thank you!

Greg Darden

Greg.t.darden@gsk.com The views and opinions expressed in this presentation are those of the author and do not necessarily reflect the official position of GSK.

Sparrow Health System Nick Waldrop – Service Support Analyst

• Health Care Industry

• Four Hospital Health System

Sparrow Main – Lansing, Michigan

Sparrow Clinton – St. Johns, Michigan

Sparrow Ionia – Ionia, Michigan

Sparrow St. Lawrence – Lansing, Michigan

• Licensed Beds: 667

• Serving the Community for more than 116 years

• Over 8,000 Caregivers & Providers

Sparrow – Company Overview

• Awards - 2012

– Information Week – Top 500 Companies • Ranked 1st in the Healthcare Industry Category

• 16th Overall Amongst all Industries on the Top 500 List

– Computer World’s Premier 100 IT People

in 2013 • Thomas A. Bres, Sparrow’s Vice President and Chief

Information Officer received this lifetime achievement award

• 5000+ Endpoints

• ITMS Suite, Netback up, PGP

Company Overview

• Optimization requests overwhelming other operational work. Build process into the system that has not been defined.

– Separate incidents from new feature request.

– Communicate status with business.

– Many similar requests.

Challenge

SYMANTEC VISION 2013 43

Workflow Process – Access

Workflow Process – Add Details

Workflow Process – Search for Existing Requests

Workflow Process – Add or Create?

Workflow Process – SharePoint List

• The log-in component can do group-based security, no need for a separate component/model.

• Establish the business process before starting any development.

• SharePoint integration components replace the existing data in the field when they update.

• UseVARIABLENAME in mapping definition.

• Add process reference to external system.

Lessons Learned

Thank you!

Nick Waldrop

Nick.Waldrop@Sparrow.org

Travelport Robert Moore – Sr. Manager, Corporate System Architecture

Travelport

• Global Distribution System / Travel Information Provider

• Company Size

– 2 billion revenue (2012)

– 3,500 employees in 70 countries

– 1,100 contractors (+/-) both offshore and local

• Total Systems under Management

– 6,500 Laptops / Desktops (65 / 35 mix)

– 8,000 Server (70 /30 mix Windows to Linux)

• Symantec Software

– TMS

• Altiris 6

• Helpdesk 6

• 7.5 SMP Beta

– SEP

Leading provider of critical transaction processing solutions to companies operating in the global travel industry

Travelport

• Certificates required to access our infrastructure

– Users spread across the world over all time zones

– Our teams have no direct knowledge of end users or their needs

– Too may users / requests to process individually

• Old Process was entirely manual

– Would take hours if not days for approval (no weekends)

– Approval process was manual

– No involvement from user manager

– All certificates were the same cert (no specialization)

Self Service / Quick service portal for Certificate Delivery (2-factor Authentication)

Travelport Sandbox Certificate

Travelport Cert By Proxy

Travelport Alternate Access Certificate

Travelport 3-Day Certificate

Travelport Certificate Creation Web Service

Travelport

• Average time used by end user/worker

– 30 minutes actual work time (end user and worker)

– 1,332 requests over 12 month period

• 39,960 minutes (666 hours)

16.65 Man-Weeks for certificates

Per Year

Travelport

Since September 08, 2008

6,303 Certificates Issued

Helpdesk worker time spent:

0 hours

Travelport

• Identify all the certificate types needed

– Sandbox

– Contractor

– 3-Day Temp certificate

– Field Services

– Alternate Access

• Create individual secured processes to limit access to authenticated users

• Create Authenticated Web Service to Create Certificates

• Provide and Include documentation for each cert type

• Log all requests and results to current help desk for audit

It removes the admin burden from my

staff and puts it on the individual

managers – where it should be.

Gary Lowes, Sr. Director

Travelport

• Make it modular – you never know if you will need to add more functions to it later

• Make the process as user friendly as possible – simplicity makes users WANT to use it

• Get as many of the requirements up front so you can deliver a complete product at the outset

Lessons Learned

Travelport Take the Training!

Thank you!

Rob Moore

rob.moore@travelport.com

Be a Part of the New Community Introducing Endpoint Management Sponsored Groups

www.symantec.com/connect/endpoint-management

The Endpoint Management Teams Wants Your Input Join the Customer Feedback Group

Benefits

– Help shape the direction and design of future product versions

– Be included in drawings for Amazon.com, iTunes certificates, etc.

Participation

– Respond to short (10 min. or less) product direction surveys (monthly average)

– Occasionally asked to speak with a Product Manager or Designer to review designs, development priorities, etc.

To Enroll

– Give your business card or contact information to the presenter on your way out

– Or, email human_factors@symantec.com

Thank you!

Jason Short

Sr Product Manager

jason_short@symantec.com

UP B10 Customer Roundtable: Symantec Workflow Solutionvox.veritas.com/legacyfs/online/veritasdata/UP...

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