SMAX - OO Integration (Change Management & Service Request Management) 1.0

Service Management enables you to import content from Operations Orchestration using the On-Premise Bridge. You can then execute the imported flows as an automatic task in a record. Service Management also provides asymmetric encryption to protect sensitive data when performing the integration.

The integration of Operations Orchestration with Service Management provides the ability to define detailed task plan workflows that coordinate repeatable work and execute automation business rules that can result in actions ranging from sending notifications, to updating records and invoking external processes. Operations Orchestration extends the automation of a task plan to include run-book flows that execute on-premise. In this manner, you can automate actions such as patch deployments, application execution management, system resets, user password resets, and so on. It includes out-of-the-box scenarios, as well as an automation flow creation editor to define custom flows.

The integration is designed to enable codeless configuration to select the proper on-premise Operations Orchestration flows to execute within a task plan in Service Management. You can map Service Management data quickly as parameters to use in the flows. Execution and status are tracked within the Service Management task plan so that the on-premise automation integrates seamlessly into the broader context of the task plan.

Two primary use-cases for the integration are in Change Management and Service Request Management:

• In Change Management, it is common to define change models with automation task plans that invoke Operations Orchestration for patch deployment, server upgrades, and application management.
• In Service Request Management, it is common to define catalog offerings with automation task plans that invoke Operations Orchestration for new computer request configurations and self-service password resets.