Service Automation

Activate Services are designed to provide automated processes for adding, updating and removing a Service for a User. While automation is the goal, we understand that this is not always possible. Therefore Activate services can be:

  • Fully Automated
  • Partially Automated
  • Manually Fulfilled

Regardless of the type of automation that a Service implements, it can still participate in the full lifecycle management of a Service Instance for a User.

Service Instance changes (Add/Update or Delete of a Service) for a user can be initiated in a number of different ways:

  • User Request on the Web Portal
  • Manual Role Change 
  • Role Change from a HR Sync
  • User Termination process from HR sync or manually initiated
  • Bulk Action from an Administrator
  • Synchronisation from an external system

Regardless of how the change is initiated, the same automated process is used to update the Service Instance for the user.

Standard Automated Services

Examples

Desktop Software

Simple System Access

Remote Access

Database Access

Standard Automated Services have pre-defined processes that 'know' how to Add, Update and Remove a Service for a user or computer based on an Active Directory Group/Azure AD Group or SCCM collection.
  • Services a specified as either 'User' or 'Computer based'
    • If a Service is Computer based, then the user can select a Computer to use for the Service
  • A Licence type can be easily linked to the Service
    • If an available Licence/Asset is available then it is automatically assigned
    • If the Service is being removed then the License/Asset is released back into the pool
  • The Service can specify one or more Groups that the User or Computer is added or removed from
  • Integration with SCCM means that Activate can notify the computer of any change so that the software is installed/removed immediately rather than waiting for standard poll times

Custom Automated Services

Examples

Mobile Phones

Complex System Access

Remote Access

ID Cards

Custom Automated Services have a customised process that is created to Add, Update or Remove a Service for a user.
  • The Service defines a custom set of additional information that is required
    • For example, the 'Application Role'
    • This information must be present to use the Service
  • A custom web form or Default Access specifies the additional information that is required for the Service
  • A script is created for the Service to use the custom information and well as standard information from Activate to Add/Update or Remove the Service for a user
  • These scripts are very easy to write using Activates builtin API and .NET scripting engine 
    • The length of time required to write a custom script is based on the complexity of the Service and the API of the remote system
    • Custom Services can be created in just a few hours

Manually Provisioned Services

Examples

Mobile Procurement

Non-Automated System Access

Remote Access

Office Equipment

Manually Provisioned Services are those that have not yet been automated and require a manual step via an Activate Internal Queue or a ticket in an ITSM System. They rely on a user either in the Business or within the Service Desk to action a request to Add, Update or Remove a Service from a user. A partially automated system can also be created where one of the previous Service types requires a manual step.
  • Manually provisioning Services can still run the standard or custom Workflows before requiring a manual step
    • For example, a Service may require Software deployed, General Access to the application via an AD Group and then specific rights within the Application that is currently done manually
  • An Activate Internal Queue can be used for Actions that a business user can do that does not have access to the Service Desk product
  • Activate Integrates with many Enterprise Service Desk products 
    • Tickets can be logged into the appropriate Queue within the Service Desk Product
    • Activate then monitors the ticket to check when it is complete
    • Once the ticket is completed, the Activate automated process then continues 
  • Manually provisioned Services are still managed the same way that automated ones are. For example, when a user leaves the organisation, the Service is removed and a manual request is generated to remove the Service. In a traditional ITSM solution, this would have to be manually requested by someone

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Catalogue Items

As part of the overall Activate Service Catalogue, Services are highly customisable to meet your business needs

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Workflow

Standardised Workflows make it simple to create new Services without complex development

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