ITRP Workflow transfer Test 2 Production

automator-logo

Business case

Workflows can become complex when considering different stakeholders. Customers usually want to have intuitive Self Service forms. IT teams aim to streamline their activities. Manual and time consuming tasks are low hanging fruits to gain efficiency to free up time for the customer or other more important things.

When it comes to ITRP workflows the transfer from the “itrp.qa” environment to the production environment (“itrp.com”) is manual. Most people know that finding tiny mistakes during a manual transfer can be time consuming and annoying.

tw-Test2Production

What does one ITRP based workflow usually contain?

In a more advanced form it contains the following components:

  • a Request template
  • linked to a Change template
  • linked to task templates
  • Request-, Change- and Task templates linked to UI extensions

How people approach ITRP workflow configuration:

Everything is developed / configured in the Test environment (“qa”). Components like UI extensions are getting tested during development and at the end of the cycle a couple of test cases are entered to ensure that the whole process works.

Everything is tested and works fine.

Now, the “manual” transfer starts…

and a couple of annoying and sometimes time consuming difficulties. Services, Service Instances deviate between test and production. Teams are not defined. SLA’s need to be created, modified, and the list goes on.

How does the automator help?

The automator’s latest feature lets you transfer selected workflows from production to test and from test to production. That way the environments don’t deviate that much over time. In ITRP language the automator transfers selected Request templates, Change templates and dependencies like Task templates, UI extensions etc.

Intelligence of the automator:
Before a workflow can be transferred the automator analyses the source and target environment. Whenever costs are involved (i. e. ITRP users with a role), contracts (i. e. SLA’s), or IT people could be confused (e. g. teams that do not exist in the production environment) the automator simply creates a manual “to do list” before the automated transfer can be performed. As all required dependencies are transferred additional testing in the target environment is not really necessary, it’s just to gain more confidence.

Test2Production.png

Goal reached

ITRP developers/configurators save time and can therefore spend more time with customers or refining other workflows.

List of most wanted ITRP integrations @ https://www.itrp.com/integrations

All the best

k.konwalin@techwork.at

 

 

 

Advertisements

Advanced trusts

automator-logo

Business case

Some ITRP customers run the premium ITSM application on-premise for different reasons. The implementation partner and the support Organization of ITRP have their accounts in the cloud.

The question is how to pass ITRP related requests to the implementation partner and the support Organization of ITRP?

Automator – advanced trusts

techwork faced the same situation with the itrp.at setup and its customers. The challenge we faced was to pass requests/tasks from an itrp.at customer account to our itrp.com cloud account as flawless as within ITRP (trusts). Hiding the complexity for our customers was of course an additional important factor.

APA-IT_-_techwork_-_ITRP_support_structure__Lucidchart

Standard packages

The automator packages that are needed for this are developed in a generic way. You can just plug in the 2 automator packages

  • Sync – cloud to onpremise
  • Sync – onpremise to cloud

and experience it working in less than an hour.

k.konwalin@techwork.at

 

 

 

 

Surveys in ITRP | Option 2 Survey Monkey

automator-logo

In the context of surveys we provide 3 different options:

Survey application Anonymous results? Approach
automator Service Form No Survey result is saved in the custom data field of the linked request. Read more.
SurveyMonkey Yes The automator collects at a configured time the results and stores the aggregated results in a specific ITRP record.
Google forms Yes Similar to SurveyMonkey.

The process

survey-monkey-workflow1

Design:  is done in SurveyMonkey. Surveys are already beautifully designed and you can use a wide range of components.

Connect:  SurveyMonkey and the automator need to be connected. Whenever the automator triggers a survey the link to the SurveyMonkey form is sent out to the customer/end-user.

Get responses: People provide feedback. Details are stored in Survey Monkey. You can start using SurveyMonkey analytics.

Collect: The automator collects already aggregated results periodically based on your insight needs.

Gain insights:  The techwork ITRP_reporting solution automatically provides normalized ready to use SQL fields and tables including the collected feedback/survey data. You can instantly use the data in PowerBI, Excel or other Reporting and Business Intelligence solutions.

k.konwalin@techwork.at