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package/.claude/skills/general-it-engineering/resources/automation-orchestration.md

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+# Automation and Orchestration
+
+Workflow automation, ServiceNow automation, process automation, IT self-service portals, and orchestration platforms for efficient IT operations.
+
+## Table of Contents
+
+- [Automation Overview](#automation-overview)
+- [Workflow Automation](#workflow-automation)
+- [ServiceNow Automation](#servicenow-automation)
+- [Self-Service Portals](#self-service-portals)
+- [Orchestration Platforms](#orchestration-platforms)
+- [RPA (Robotic Process Automation)](#rpa-robotic-process-automation)
+- [Best Practices](#best-practices)
+
+## Automation Overview
+
+### Purpose
+
+IT automation provides:
+- Reduced manual effort
+- Faster service delivery
+- Consistency and repeatability
+- Fewer human errors
+- 24/7 operations
+- Cost savings
+
+### Automation Spectrum
+
+```
+┌────────────────────────────────────────────────────┐
+│           Automation Maturity Levels               │
+├────────────────────────────────────────────────────┤
+│                                                     │
+│ Level 0: Manual                                    │
+│   - Everything done by humans                      │
+│   - Documentation in Word/Wiki                     │
+│   - High error rate                                │
+│                                                     │
+│ Level 1: Scripted                                  │
+│   - Basic scripts for repetitive tasks             │
+│   - Still requires human to run                    │
+│   - Inconsistent execution                         │
+│                                                     │
+│ Level 2: Automated                                 │
+│   - Scheduled automation                           │
+│   - Event-triggered tasks                          │
+│   - Reduced manual intervention                    │
+│                                                     │
+│ Level 3: Orchestrated                              │
+│   - Complex workflows                              │
+│   - Multi-system coordination                      │
+│   - Approval workflows                             │
+│   - Error handling                                 │
+│                                                     │
+│ Level 4: Self-Healing                              │
+│   - Automatic problem detection                    │
+│   - Automatic remediation                          │
+│   - Learning from patterns                         │
+│   - Minimal human intervention                     │
+│                                                     │
+│ Level 5: Autonomous                                │
+│   - AI-driven decisions                            │
+│   - Predictive automation                          │
+│   - Self-optimization                              │
+│   - Humans monitor, don't operate                  │
+│                                                     │
+└────────────────────────────────────────────────────┘
+```
+
+### Automation Candidates
+
+```yaml
+Best Candidates for Automation:
+
+High Volume Tasks:
+  - Password resets (100+ per day)
+  - User provisioning (50+ per day)
+  - Report generation (daily/weekly)
+
+Repetitive Tasks:
+  - Backup verification
+  - Log rotation
+  - Certificate renewal
+  - Patch deployment
+
+Time-Sensitive Tasks:
+  - Incident response
+  - Service restoration
+  - Failover procedures
+
+Error-Prone Tasks:
+  - Configuration management
+  - Data entry
+  - Multi-step procedures
+
+After-Hours Tasks:
+  - Batch processing
+  - Database maintenance
+  - Backup operations
+```
+
+## Workflow Automation
+
+### Common Workflows
+
+**User Onboarding Workflow:**
+```yaml
+Trigger: HR system new hire entry
+
+Workflow Steps:
+
+1. Create Active Directory Account:
+   - Username generation (firstname.lastname)
+   - Initial password (random, expires on first login)
+   - Group memberships (based on department/role)
+   - Home directory creation
+
+2. Create Email Account:
+   - Exchange mailbox
+   - Email aliases
+   - Distribution lists
+   - Mobile device policy
+
+3. Provision Access:
+   - Application access (role-based)
+   - Network shares
+   - VPN account
+   - Badge access
+
+4. Order Equipment:
+   - Laptop (based on role)
+   - Monitor, keyboard, mouse
+   - Phone
+   - Shipping address
+
+5. Notify Stakeholders:
+   - Manager: Setup complete, start date confirmation
+   - IT: Equipment shipped
+   - New hire: Welcome email with credentials
+   - Security: Badge ready for pickup
+
+6. Create Tickets:
+   - Workspace setup
+   - Equipment delivery
+   - Orientation scheduling
+
+Duration: 2 hours (vs 1 day manual)
+Error Rate: <1% (vs 15% manual)
+Cost Savings: $50 per user
+```
+
+**Incident Response Workflow:**
+```yaml
+Trigger: Critical alert (P1 incident)
+
+Workflow Steps:
+
+1. Create Incident:
+   - Auto-create ticket in ServiceNow
+   - Set priority to P1
+   - Populate from monitoring data
+
+2. Notify Team:
+   - Page on-call engineer (PagerDuty)
+   - Create Slack channel (#incident-123)
+   - Send SMS to manager
+   - Update status page
+
+3. Gather Data:
+   - Capture logs automatically
+   - Take system snapshots
+   - Document timeline
+   - Record metrics
+
+4. Execute Runbook:
+   - Run diagnostic scripts
+   - Check dependencies
+   - Attempt auto-remediation
+   - Escalate if unsuccessful
+
+5. Communication:
+   - Update status page (every 15 min)
+   - Post updates to Slack
+   - Email stakeholders
+   - Customer notifications
+
+6. Post-Resolution:
+   - Verify service restored
+   - Update ticket
+   - Close status page update
+   - Schedule post-mortem
+
+Duration: 5 minutes to initiate (vs 20 minutes manual)
+```
+
+**Change Management Workflow:**
+```yaml
+Trigger: Change Request submitted
+
+Workflow Steps:
+
+1. Validation:
+   - Check RFC completeness
+   - Verify required fields
+   - Validate change window
+   - Return if incomplete
+
+2. Risk Assessment:
+   - Auto-categorize change type
+   - Check change calendar for conflicts
+   - Review past similar changes
+   - Calculate risk score
+
+3. Approval Routing:
+   - Standard change → Auto-approve
+   - Normal change → Route to CAB
+   - Emergency change → Expedited approval
+   - Track approval status
+
+4. Scheduling:
+   - Reserve change window
+   - Check resource availability
+   - Notify implementation team
+   - Update change calendar
+
+5. Implementation:
+   - Send reminder (T-24 hours)
+   - Update status page
+   - Enable change window
+   - Track progress
+
+6. Verification:
+   - Run smoke tests
+   - Verify monitoring
+   - Confirm success
+   - Update ticket
+
+7. Closure:
+   - Document outcome
+   - Close ticket
+   - Update CMDB
+   - Schedule PIR (if needed)
+
+Approval Time: 2 hours (vs 3 days manual)
+```
+
+## ServiceNow Automation
+
+### ServiceNow Workflow Capabilities
+
+```yaml
+ServiceNow Automation Features:
+
+Flow Designer:
+  - Visual workflow builder
+  - Drag-and-drop actions
+  - Reusable subflows
+  - Error handling
+  - Integration hub
+
+Integration Hub:
+  - Pre-built integrations (1000+)
+  - REST/SOAP APIs
+  - Orchestration
+  - Custom spokes
+
+Automation Engine:
+  - Event-driven automation
+  - Scheduled jobs
+  - Business rules
+  - Script actions
+
+Service Catalog:
+  - Self-service requests
+  - Automated fulfillment
+  - Approval workflows
+  - Catalog items
+```
+
+### ServiceNow Flow Example
+
+```yaml
+Flow: Software Installation Request
+
+Trigger: User submits catalog item "Install Software"
+
+Steps:
+
+1. Check License Availability:
+   Action: Query CMDB
+   If available:
+     - Proceed
+   Else:
+     - Send approval to manager (for purchase)
+     - Wait for approval
+
+2. Verify User Eligibility:
+   Action: Check user role and department
+   If eligible:
+     - Proceed
+   Else:
+     - Reject request
+     - Notify user
+
+3. Create Fulfillment Tasks:
+   Action: Create tasks
+   Tasks:
+     - Download software installer
+     - Deploy to user's machine
+     - Verify installation
+     - Update license count
+
+4. Deploy Software:
+   Action: Integration with SCCM
+   Command: Deploy package to user's machine
+   Wait for completion
+
+5. Verify Installation:
+   Action: Query SCCM
+   Check: Software installed successfully
+
+6. Update Records:
+   Action: Update CMDB
+   Changes:
+     - Increment license count
+     - Record installation
+     - Update user profile
+
+7. Notify User:
+   Action: Send email
+   Message: "Software installed successfully"
+   Include: Quick start guide
+
+8. Close Request:
+   Action: Update ticket
+   Status: Resolved
+   Resolution: Software installed
+
+Average Duration: 15 minutes (vs 2 days manual)
+```
+
+## Self-Service Portals
+
+### Portal Capabilities
+
+```yaml
+Self-Service Portal Features:
+
+Service Catalog:
+  - Browse available services
+  - Submit requests
+  - Track request status
+  - Approval workflows
+
+Knowledge Base:
+  - Search articles
+  - How-to guides
+  - FAQs
+  - Video tutorials
+
+Incident Management:
+  - Report issues
+  - Track tickets
+  - Chat with support
+  - View status
+
+Account Management:
+  - Password reset (no help desk)
+  - Update profile
+  - Request access
+  - View permissions
+
+Dashboards:
+  - Service status
+  - My tickets
+  - My requests
+  - Announcements
+```
+
+### Self-Service Examples
+
+**Password Reset:**
+```yaml
+Self-Service Password Reset:
+
+User Experience:
+  1. Click "Forgot Password" on login page
+  2. Enter username or email
+  3. Choose verification method:
+     - Email code
+     - SMS code
+     - Security questions
+  4. Receive verification code
+  5. Enter code
+  6. Set new password
+  7. Password reset confirmation
+
+Backend Automation:
+  - Generate secure code
+  - Send via email/SMS
+  - Validate code
+  - Update Active Directory
+  - Sync to other systems
+  - Log action
+  - Send confirmation
+
+Benefits:
+  - 24/7 availability
+  - Instant resolution
+  - No help desk needed
+  - Reduced support costs: $25 per reset
+
+Adoption:
+  - 95% of password resets via self-service
+  - 500+ resets per month automated
+  - $12,500 monthly savings
+```
+
+**Vacation Responder:**
+```yaml
+Self-Service Vacation Setup:
+
+User Experience:
+  1. Navigate to "Out of Office" portal
+  2. Enter dates (from/to)
+  3. Enter auto-reply message
+  4. Select options:
+     - Forward emails to colleague
+     - Block calendar
+     - Update Slack status
+  5. Submit
+  6. Confirmation
+
+Backend Automation:
+  - Update Exchange auto-reply
+  - Set email forwarding rules
+  - Block calendar
+  - Update Slack/Teams status
+  - Create reminder to disable
+  - Notify manager
+
+Duration: 2 minutes (vs 10 minutes calling help desk)
+```
+
+## Orchestration Platforms
+
+### Orchestration Tools
+
+**Ansible:**
+```yaml
+Use Cases:
+  - Configuration management
+  - Application deployment
+  - Infrastructure provisioning
+  - Orchestration
+
+Example Playbook:
+---
+- name: Deploy Web Application
+  hosts: webservers
+  tasks:
+    - name: Install Apache
+      yum:
+        name: httpd
+        state: present
+
+    - name: Copy application files
+      copy:
+        src: /app/
+        dest: /var/www/html/
+
+    - name: Start Apache
+      service:
+        name: httpd
+        state: started
+        enabled: yes
+
+    - name: Configure firewall
+      firewall:
+        service: http
+        permanent: yes
+        state: enabled
+```
+
+**Jenkins:**
+```yaml
+Use Cases:
+  - CI/CD pipelines
+  - Build automation
+  - Testing automation
+  - Deployment orchestration
+
+Example Pipeline:
+pipeline {
+    agent any
+    stages {
+        stage('Build') {
+            steps {
+                sh 'npm install'
+                sh 'npm run build'
+            }
+        }
+        stage('Test') {
+            steps {
+                sh 'npm test'
+                sh 'npm run lint'
+            }
+        }
+        stage('Deploy') {
+            steps {
+                sh 'ansible-playbook deploy.yml'
+            }
+        }
+    }
+    post {
+        success {
+            mail to: 'team@company.com',
+                 subject: "Build ${env.BUILD_NUMBER} succeeded"
+        }
+        failure {
+            mail to: 'team@company.com',
+                 subject: "Build ${env.BUILD_NUMBER} failed"
+        }
+    }
+}
+```
+
+**Rundeck:**
+```yaml
+Use Cases:
+  - Runbook automation
+  - Scheduled jobs
+  - Self-service operations
+  - Disaster recovery
+
+Example Job:
+name: Database Backup
+schedule: '0 2 * * *'  # 2 AM daily
+steps:
+  - exec: /scripts/backup-db.sh
+  - exec: /scripts/verify-backup.sh
+  - exec: /scripts/upload-to-s3.sh
+notifications:
+  on-success:
+    email: dba@company.com
+  on-failure:
+    email: dba@company.com
+    page: oncall-dba
+```
+
+## RPA (Robotic Process Automation)
+
+### RPA Use Cases
+
+```yaml
+IT Operations RPA:
+
+License Compliance Checking:
+  Process:
+    1. Log into software asset management tool
+    2. Export license usage report
+    3. Compare to procurement system
+    4. Identify discrepancies
+    5. Generate compliance report
+    6. Email to manager
+
+  Frequency: Monthly
+  Manual Time: 4 hours
+  Automated Time: 15 minutes
+  Savings: 3.75 hours per month
+
+User Access Review:
+  Process:
+    1. Log into Active Directory
+    2. Export user list with permissions
+    3. Cross-reference with HR system (active employees)
+    4. Identify orphan accounts
+    5. Create report
+    6. Create tickets for access removal
+
+  Frequency: Quarterly
+  Manual Time: 8 hours
+  Automated Time: 30 minutes
+  Savings: 7.5 hours per quarter
+
+Invoice Processing:
+  Process:
+    1. Read PDF invoices from email
+    2. Extract vendor, amount, PO number
+    3. Validate against purchase orders
+    4. Update accounting system
+    5. Route for approval
+    6. File in document management
+
+  Frequency: Daily (50 invoices)
+  Manual Time: 10 minutes each (500 min/day)
+  Automated Time: 1 minute each (50 min/day)
+  Savings: 450 minutes per day
+```
+
+### RPA Tools
+
+```yaml
+Popular RPA Platforms:
+
+UiPath:
+  - Visual workflow designer
+  - Desktop and web automation
+  - AI-powered document processing
+  - Orchestrator (centralized management)
+
+Automation Anywhere:
+  - Cloud-native platform
+  - IQ Bot (intelligent automation)
+  - Bot insights (analytics)
+  - Control room (management)
+
+Blue Prism:
+  - Enterprise RPA platform
+  - Object-based development
+  - Control room
+  - Strong security and governance
+```
+
+## Best Practices
+
+### 1. Start Small, Scale Gradually
+
+```yaml
+Automation Roadmap:
+
+Phase 1 (Months 1-3):
+  - Identify top 10 automation candidates
+  - Automate password resets
+  - Automate user provisioning
+  - Quick wins, high impact
+
+Phase 2 (Months 4-6):
+  - Expand to service catalog
+  - Incident response automation
+  - Basic self-service portal
+
+Phase 3 (Months 7-12):
+  - Advanced workflows
+  - Cross-system orchestration
+  - Self-healing capabilities
+
+Phase 4 (Year 2+):
+  - AI-driven automation
+  - Predictive automation
+  - Autonomous operations
+```
+
+### 2. Measure ROI
+
+```yaml
+Automation ROI Metrics:
+
+Time Savings:
+  Before: 10 hours per week (manual password resets)
+  After: 0.5 hours per week (exceptions only)
+  Savings: 9.5 hours per week
+  Annual: 494 hours
+  Value: $24,700 (at $50/hour)
+
+Error Reduction:
+  Before: 15% error rate (manual provisioning)
+  After: 1% error rate (automated)
+  Errors Prevented: 70 per year
+  Rework Cost: $100 per error
+  Savings: $7,000 per year
+
+Faster Service Delivery:
+  Before: 2 days (manual user setup)
+  After: 2 hours (automated)
+  Improvement: 16x faster
+  User Satisfaction: 4.8/5.0 (up from 3.2)
+
+Total Annual ROI: $31,700
+Investment: $15,000 (tooling + setup)
+Payback: 6 months
+```
+
+### 3. Include Error Handling
+
+```yaml
+Robust Automation Design:
+
+Error Handling:
+  - Try/catch blocks
+  - Retry logic (with backoff)
+  - Fallback procedures
+  - Human escalation
+
+Example:
+try:
+    create_user_account(username)
+except DuplicateUserError:
+    log_error("User already exists")
+    notify_admin()
+except ADConnectionError:
+    retry(max_attempts=3, delay=5)
+    if still_failing:
+        create_manual_ticket()
+        alert_oncall()
+except Exception as e:
+    log_error(e)
+    rollback_changes()
+    escalate_to_human()
+```
+
+### 4. Maintain Documentation
+
+```yaml
+Automation Documentation:
+
+For Each Automation:
+  - Purpose and scope
+  - Trigger conditions
+  - Step-by-step process
+  - Dependencies
+  - Error handling
+  - Rollback procedures
+  - Maintenance notes
+  - Change history
+
+Repository:
+  - Central location (Wiki/Confluence)
+  - Version control (Git)
+  - Runbook format
+  - Search optimization
+```
+
+### 5. Monitor and Optimize
+
+```yaml
+Automation Monitoring:
+
+Metrics to Track:
+  - Execution success rate
+  - Execution time
+  - Error rate
+  - Usage volume
+  - User satisfaction
+
+Review Schedule:
+  - Daily: Check for failures
+  - Weekly: Performance trends
+  - Monthly: Optimization opportunities
+  - Quarterly: ROI review
+
+Continuous Improvement:
+  - Identify bottlenecks
+  - Optimize slow steps
+  - Expand automation scope
+  - Update based on feedback
+```
+
+### 6. Security and Compliance
+
+```yaml
+Automation Security:
+
+Credentials:
+  - Use service accounts (not personal)
+  - Credential vaults (not hardcoded)
+  - Rotate credentials regularly
+  - Least privilege access
+
+Audit:
+  - Log all automation actions
+  - Track who triggered automation
+  - Retention for compliance
+  - Audit trail for SOX/HIPAA
+
+Approval Workflows:
+  - Require approval for sensitive actions
+  - Multi-level approvals
+  - Segregation of duties
+  - Change control
+```
+
+### 7. User Adoption
+
+```yaml
+Drive Self-Service Adoption:
+
+Communication:
+  - Launch announcement
+  - Regular reminders
+  - Success stories
+  - Training sessions
+
+Incentives:
+  - Faster resolution
+  - 24/7 availability
+  - No waiting
+  - Gamification (for internal tools)
+
+Support:
+  - Clear instructions
+  - Video tutorials
+  - Chatbot assistance
+  - Fallback to human support
+
+Metrics:
+  - Self-service adoption rate: 35% → 65%
+  - User satisfaction: 4.2/5.0
+  - Help desk ticket reduction: 40%
+```
+
+---
+
+**Related Resources:**
+- [service-management.md](service-management.md) - Service request automation
+- [help-desk-operations.md](help-desk-operations.md) - Self-service portals
+- [incident-service-management.md](incident-service-management.md) - Incident automation