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by Kirsten M. Olesen

Employee Self Service(automate)

Agenda

ØShort presentation of me and my company

ØTool & history of similar tools

ØThe technical side (infrastructure)

ØWhy Self Service (automate)

ØOur self service items

ØNumbers

ØShort example

ØWhat next

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Me and my company

ØME:- My employment in DONG Energy started in 2001 (former Energy E2)- Lotus Domino, Notes & support- AD & Exchange administration- Onsite support processes - Since 2011 working with our internal Self Service Solution

ØMy Company:- DONG Energy (2006) is becoming (06.November 2017)- Produce and distribute heat & electricity- Build wind farms- Danish company, operates in Europe, Asia, North America - Approx. 6.500 employees

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History – Self Service Solutions

2007: First version (tool = ?)+ Order PC & software distribution+ Access (limited edition)

2010: Second version (tool = Biztalk!)+ Order ADSL (DK)+ Order mobile phone + local admin rights (form)+ Substitute for approver (holidays & absence)

2011: Third version (tool = Biztalk!)+ Integration to SAP+ Owner handling (handling of AD groups & lists)+ Order forms (NemId)

2015 (June) Fourth and present version (ServiceNow)Ø1-1 to old solution ….. Almost J

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The technical side - integrations

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Why self service (automate)

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Ø Help the End User to complete a request

Ø If all information is handed over> easier to execute> possibility to automate

Ø Same way every time

Ø Comply to our IT Security Policy and Hardware Policy

Ø When it make sense and not necessary 100%

Ø Remove trivial tasks

Ø Time for other tasks, projects and support

Level of automation

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Access to personal mail box (retired users)

IT Onsite Tool

Mobile phones & tables

Software

Laptops incl. image & software

100%0-10 % 50%

Office 365 Licenses

New AD Group

Access SKAT (NemID)

NemID Administration

Access Virk.dk (NemID)

Reminder Service(audit)

Create ADMIN Account (AD)

AD groupsowner handling

Local Admin Rights (laptops)

Change ownerof AD groups

New AD Group

Change AD group

New Broadband (DK)

Access to restricted Areas

New Virtual ServersAdd disks to server

New File ShareVarious hardware

Modify server RAM/CPU

New sFTP

Numbers

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0

10.000

20.000

30.000

40.000

50.000

60.000

Access to AD groups

Owner handle groups

Software Mobile devices

Hardware

Top 5

Top 5

010.00020.00030.00040.00050.00060.00070.00080.000

40 75 140 (pt.)

2015 2016 2017

Services (items)

Services (items)

• Software, laptops & mobile phones not incl.

• 80%: 100% automated

ADMIN user is created in AD:- Correct attributes- Correct OU- No rights

Example

Working tasks 2017

ØMeta data (file share)

ØIT services (IT-IT & BU)

ØNew Integrations in 2017 :HP Service ManagerHP uCMDBIODW (oracle database)

Ø100 % Automation of the creation of (2018):- File share- Virtual servers - AD groups

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