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blockmine 1.23.4 → 1.25.0

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

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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