BMC Software recently delivered a webinar on the benefits of providing self service capabilities to users in their workload automation environment. A recording of the event can be found at http://go.bmc.com/forms/WBNR_ThinkAuto_CTM_SelfServ_Feb19
At the end of the webinar a number of questions were asked and answered, but there were questions that were left unanswered. Below is a transcript of those questions along with answers. You can also access the Control-M Self Service web page at http://www.bmc.com/products/control-m-self-service/control-m-self-service.html to research and find out more about Control-M Self Service.
Q. How do you protect the business flow with Self service? Didn't see any example of self service implementation with Batch Flows.
A. Self Service is designed to display business flows and also allows interaction with those flows assuming permissions allow. The initial view in Self Service is of the service view and a double click on any service will open up a tab showing the jobs that are part of that service. These are the views that were seen in the presentation.
Q. What is the difference between Control-M self service and BMC's service request module
A. While the concept of what these solutions provide is similar, they provide it for different disciplines. Self Service is specifically built for the workload automation discipline and BMC Service Request Management is for the ITSM space.
Q. Can the SelfService View exclude BIM services? We only want to see Folders/SMartFolders/Jobs.
A. Not exactly. The closest you can get to this request in the Self Service web view is to change to the list view and then sort on the BIM column. This will sort the services into 2 sections, one showing BIM services and the other showing services that are not related to BIM. Permissions and service naming conventions can be structured to prevent users/groups from seeing certain services (whether those services are BIM related or not).
Q. Can the Mobile App filter on the job state? For example: Only Executing, or Only Successful .
A. The default view sorts jobs based upon job state and you can search on job state to see only jobs that match your search criteria.
Q. I'm discussing self service with our Audit dept. Is there a unique audit report of all Self Service submissions.
A. Actions taken in Self Service are audited and can be reported on, but they are not identifiable as to where they can from (installed GUI or Self Service interface).
Q. How difficult is it to run reports on continuous issues by client if they are using self-service?
A. Actions taken in Self Service are audited and can be included in the reports generated from the Control-M Reporting Facility. The Self Service interface itself does not contain the Control-M Reporting Facility. You can have jobs that are ordered/run via Self Service that generate Control-M reports.
Q. Who builds the work flow? is that user controlled also?
A. The flow of jobs is built the same way you build your jobs today. If these flows are BIM flows you will see these in Self Service (assuming permissions allow). There is also a service definition interface in the EM GUI that allows users to write rules allowing additional services (not related to BIM) to be seen via Self Service.
Q. Why can't bmc make it exactly like the EM GUI
A. Self Service was not designed to replace the EM GUI. It was specifically built with the needs of occasional or light users in mind. The EM GUI is still the interface of choice for those that interact with workloads on a regular basis.
Q. What about the jobs that are not part of BIM? We have 5000+ jobs executing but only 1500-2000 are part of BIM
A. You can use the services definition feature in the EM GUI to define additional services that can be seen in the Self Service interface.
Q. We tried to use self-service and found it difficult to control users in submitting service requests to their favorite technician, which in turn caused one technician to receive an unproportionate amount of the workload.
A. Please contact me as I don’t understand this issue.
Q. We only use Control-M/EM security. Do we need to switch Control-M security on to be able to manage user’s access within Self Service?
A. No, EM security alone can handle permissions related to Self Service.
Q. DO you find that clients actually find Self Service useful? We have found that in our environment they thought the product would be more advanced or close to the fat client
A. Yes, clients find it very useful. The capabilities of Self Service and its interface were never meant to replace the installed EM GUI client. Self Service is meant to provide an easy to use interface for users that need (or want) an interface that would let them view and take a limited set of actions without requiring an installation or any appreciable amount of training.
Q. We are power users that use the Enterprise Manager GUI. Can we also view our jobs using the mobile app without selfservice or just use the mobile app as an extension of the EM GUI?
A. No, the mobile app requires Self Service.
Q. It's been my understanding that Self Service was only available for EM jobs. Is that still the case.
A. Self Service connects to components in the EM environment. Any jobs you have that are viewable in your EM are able to be viewed through Self Service.