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Self-Service Arrives for Workload Automation – and Saves the Day

It’s close to 11 p.m. on the last day of the quarter in a large corporation. IT gets an urgent request to postpone a closing of the books process because there’s a large order stuck in the CRM system.

This means that the order won’t hit the books and be recorded as a booking.  The customer won’t get her order, the salesperson won’t get paid, and finance will show a missing number.

This generates an urgent call to the team that manages the workload automation platform: Hold the closing workflow!  Stop the presses!

The admins have to get to their console to find the job and pause it.  Not a huge deal, except there are thousands of jobs to be run and hundreds of business people calling on a regular basis, at all kind of hours.

Some customers have created help desks for their workload automation teams or they may even off-shore the call center to serve these kinds of requests.

No more.  Introducing self-service for workload automation.

With Cisco Tidal Enterprise Scheduler (TES) 6.1, our customers can now use the powerful, award-winning self-service portal and service catalog that Cisco that acquired with newScale – rebranded as the Cisco Workplace Portal.  You can read about some of the other Cisco TES 6.1 innovations in my previous blog here or this blog post from my colleague, Wayne.

The self-service portal empowers business users of Cisco TES with the ability to interact with their scheduled processes in a “safe & sane” manner without requiring IT involvement and or any technical knowledge.  See below for an example screenshot.
 

In my prior example, a finance person could have postponed processing without having to go to IT. They simply open a web browser and make the request through the portal. If they have the right authorization, they can do it themselves.

This self-service interface is designed for the business user that wants to control job runs that have been authorized for him/her, including commands such as:

  •  Launch activities
  •  Re-run
  •  Cancel
  •  Hold
  •  Resume

Self-service for workload automation can offer many benefits to the business:

  • Provide a cost-effective means to extend service levels and add more coverage without additional labor costs
  • Empower the user without waiting for IT teams
  • Ensure controlled access, only for authorized activities
  • Track and control all activities and actions at a detailed level

So it’s actually much more than just a portal.  The system is secure, with control and auditing so that IT can select which users can access their jobs and log the activities those users execute against their jobs.

To close out my example… at the end of the quarter, the customer gets her order, the salesperson gets paid, and finance gets the right bookings.  And IT is the hero.

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