Creating a ‘Self Service First’ Mentality at Target

Presentation from JNUC 2018, the world's largest rally of Apple IT administrators.

Session:
Creating a ‘Self Service First’ Mentality at Target

Presented by:
Chris Driscoll, Target
Noah Anderson, Target

View all session slides, recordings and more at https://www.jamf.com/events/jamf-nation-user-conference/2018/.

Transcript

1. View Slide

2. Chris Driscoll
   EDGE Engineer / Target Corporation
   
   chris.driscoll@target.com / Slack: @cdriscoll
   Noah Anderson
   EDGE Engineer / Target Corporation
   
   noah.anderson@target.com / Slack: @NoahRJ
   

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3. Creating a Self Service First
   Mentality at Target
   Presentation agenda:
   
   • How to extend Self Service from software to hardware
   
   • Use Self Service as the front end to other applications /
   workflows
   
   • Simplify the user experience, reduce support, improve TCO
   

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4. 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018
   Incidents Machines
   

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5. 3%
   70%
   16%
   11%
   Leaders
   Creative
   Technology
   Other 12%
   36%
   5%
   24%
   6%
   30%
   40%
   2%
   4%
   2%
   7%
   62%
   90%
   32%
   48%
   Machine Deployment Demographics
   

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6. 0%
   25%
   50%
   75%
   100%
   December 2014
   February 2015
   April 2015
   June 2015
   August 2015
   October 2015
   December 2015
   February 2016
   April 2016
   June 2016
   July 2016
   September 2016
   November 2016
   January 2017
   March 2017
   May 2017
   July 2017
   September 2017
   November 2017
   January 2018
   March 2018
   May 2018
   July 2018
   Call Center Hi Tech
   Support Resolution Success
   

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7. How do you continue to improve the experience…
   while maintaining exponential growth…
   without additional support…
   and without a budget request?
   

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8. Self Service First
   Principles
   • Simplify the experience
   
   • Try harder
   
   • Maintain cost-advantage
   

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9. Self Service First
   Concept
   • Self Service Policy
   
   • Trigger a script
   
   • Take action
   

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10. Self Service First
    Examples
    • Software
    
    • Hardware
    
    • Rights
    

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11. Self Service First
    Licensed Software
    • Complete setup / approval / troubleshooting
    
    • Message software details / cost / etc
    
    • Always include a ‘More Info…’
    

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12. Total Cost
    Purchase
    
    Warranty
    
    Repair / Support
    
    Resale
    SAVES
    19.3%
    SAVES
    15.4%
    Hardware Requests
    

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13. Hardware Requests
    Accessories?
    44%
    38% 28%
    

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14. Virtual Vending Machine
    

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15. #Set ServiceNow Catalog API configs
    URL="servicenow.company.com?key=KEY"
    Username=$(/usr/bin/stat -f%Su /dev/console)
    Serial=$(ioreg -c IOPlatformExpertDevice -d 2 | awk -F\" '/IOPlatformSerialNumber/{print $
    (NF-1)}')
    Peripheral_Requested="Apple Magic Keyboard"
    #Begin prompting user for accessory order
    Selections=($("${CocoaDialog}" #CocoaDialog prompt includes keyboard info, price, and order
    options, including remote ship and HQ pickup locations))
    Button=${Selections[0]}
    #Identify which button was selected and take action
    if [[ $Button == "Cancel" ]]; then
    echo "User selected Cancel"
    exit 1
    elif [[ $Button == "More" ]]; then
    echo "User selected More Info..."
    open https://www.apple.com/shop/product/MLA22LL/A/magic-keyboard-us-english
    exit 0
    else
    echo "User selected Order"
    fi
    #Code Walkthrough
    

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16. #If Order was selected, every other element in the array is the Location
    Location=${Selections[@]:1}
    echo "Location selected: $Location"
    #Create a CocoaDialog progress bar so the user knows we're doing something in the background.
    rm -f /tmp/hpipe
    mkfifo /tmp/hpipe
    "$CocoaDialog" progressbar --indeterminate --title "Virtual Vending Machine" --text "Submitting your request..." < /tmp/
    hpipe &
    exec 3<> /tmp/hpipe
    #Submit to ServiceNow via Catalog API; capture output
    APIResponse=($(curl -X POST $URL -H 'Authorization: Bearer '$Bearer_Token -H 'Content-Type: application/json' -d
    "{"requested_for\": \"$Username\","location\": \"$Location\","computer_name\": \"$Serial\""peripheral_requested\":
    \"$Peripheral_Requested\"}"))
    RequestNumber=$(echo $APIResponse | cut -d \" -f 8)
    #Exit CocoaDialog progress bar
    exec 3>&-
    rm -f /tmp/hpipe
    #Verify if API submit was successful
    RTMreturned=$(echo $RequestNumber | cut -c 1-3)
    if [[ $RTMreturned != "RTM" ]]; then
    echo "API Failure - RTM number not returned"
    "${CocoaDialog}" #CocoaDialog prompt that indicates failure to submit and next steps for troubleshooting
    exit 1
    else
    echo "Request Number: $RequestNumber"
    "$CocoaDialog" #Prompt that indicates success, the request number, and next steps for pickup or shipping details
    fi
    #Code Walkthrough 2: Electric Boogaloo
    

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17. View Slide

18. Virtual Vending Machine - Feedback
    0
    300
    600
    900
    1200
    1500
    1800
    2100
    January February March April May June July August
    

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19. Hardware Request - What’s next?
    

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20. Self Service First
    Rights Request
    • Instructions on the internal wiki
    
    • Request in MyAccess or ServiceNow
    
    • Fulfillment in Self Service
    

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21. Self Service First
    USB Rights
    • One Self Service policy
    
    • Triggers a script that reviews Jamf Pro and
    ServiceNow
    
    • Prompt the user accordingly
    

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22. USB Rights - Jamf Pro config
    Set up two new fields
    • Authorized for USB
    
    • USB Grant Date
    

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23. setVariables() {
    jssURL=""
    jssUser=""
    jssPass=""
    Auth_Key=""
    Bearer_Token=""
    Username=$(/usr/bin/stat -f%Su /dev/console)
    UserInJSS
    }
    UserInJSS() {
    #Validate user is associated with a machine in Jamf Pro
    UserRecordInJSS=$(/usr/bin/curl -s -u $jssUser:$jssPass $jssURL/JSSResource/users/name/$Username -H "Accept: application/xml" | /usr/
    bin/xpath '/user/full_name/text()' 2>/dev/null)
    if [ "$UserRecordInJSS" != "" ]; then
    echo "$Username / $UserRecordInJSS exists in Jamf Pro"
    #Check on status of rights request
    pullUserUSBRequestInJSS
    else
    echo $Username "does not exist in JSS"
    /usr/local/bin/jamf recon -endUsername $Username &
    echo $Username "now associated with the machine in Jamf Pro"
    #Assume no USB Rights have been requested via Self Service so routing user to next step in request process
    submitUSBRequestInSN
    fi
    }
    pullUserUSBRequestInJSS() {
    #Validate if user already has USB Rights Request / Fulfillment from the EA field we've previously written to
    UserUSBRequestInJSS=$(/usr/bin/curl -s -u $jssUser:$jssPass $jssURL/JSSResource/users/name/$Username -H "Accept: application/xml" | /
    usr/bin/xpath '/user/extension_attributes/extension_attribute[id = "3"]/value/text()' 2>/dev/null)
    RTMvTSK=$(echo $UserUSBRequestInJSS | cut -c 1-3)
    if [[ $RTMvTSK = "RTM" ]]; then
    echo $UserUSBRequestInJSS "- request was made but not fulfilled"
    lookupUSBRequestInSN
    elif [[ $RTMvTSK = "TSK" ]]; then
    echo $UserUSBRequestInJSS "- request was fulfilled"
    #user potentially re-requesting USB Rights
    reRequestUSBRights
    fi
    }
    #Code Walkthrough
    

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24. lookupUSBRequestInSN() {
    RTMStatus=$(curl -s -X GET -H "Authorization: Bearer ${Bearer_Token}" "https://servicenow.company.com/
    service_catalog_entries/v1/requested_item/$UserUSBRequestInJSS"?key=${Auth_Key} -H 'Cache-Control: no-cache' -H 'Content-
    Type: application/json' | tr , "\n" | sed -n -e 's/^.*stage//p' | cut -d '"' -f3)
    RTMState=$(curl -s -X GET -H "Authorization: Bearer ${Bearer_Token}" "https://servicenow.company.com/
    service_catalog_entries/v1/requested_item/$UserUSBRequestInJSS"?key=${Auth_Key} -H 'Cache-Control: no-cache' -H 'Content-
    Type: application/json' | tr , "\n" | sed -n -e 's/^.*state//p' | cut -d '"' -f3)
    echo "API return status of the requested item $UserUSBRequestInJSS is $RTMStatus, $RTMState"
    case ${RTMStatus}_${RTMState} in
    "Request Cancelled"_"Closed Incomplete") RTMState="Request: Rejected
    Your USB Rights Request ($UserUSBRequestInJSS) was rejected by your approving manger. If you believe it was rejected in
    error, please submit another request below." ;;
    "Waiting for Approval"_"Work in Progress") RTMState="Request: Waiting for Approval
    Your USB Rights Request ($UserUSBRequestInJSS) has still not been approved by your manager. Please follow up with them and
    ask to approve the pending request." ;;
    "Fulfillment"_"Work in Progress") RTMState="Request: Awaiting Fulfillment
    Your USB Rights Request ($UserUSBRequestInJSS) has been approved and is waiting for our backend system to process. If
    rights have not been granted within a half hour, please contact your IT helpdesk with your RTM# for followup." ;;
    "Completed"_"Closed Complete") RTMState="Request: Completed
    Your USB Rights Request ($UserUSBRequestInJSS) has been approved and fulfilled. If you still do not have USB rights on
    your machine, please restart and try again. If you continue to have issues, please contact your IT helpdesk with your RTM#
    for followup." ;;
    *) RTMState="Something went wrong with the ServiceNow process - please contact your IT helpdesk with your RTM#
    ($UserUSBRequestInJSS) for followup." ;;
    esac
    }
    #Code Walkthrough
    

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25. reRequestUSBRights() {
    #Look up expiration date of previous request from the other previously set EA field
    USBExpirationDate=$(/usr/bin/curl -s -u $jssUser:$jssPass $jssURL/JSSResource/users/name/$Username -H "Accept:
    application/xml" | /usr/bin/xpath '/user/extension_attributes/extension_attribute[id = "4"]/value/text()' 2>/dev/null)
    echo "Expiration Date: $USBExpirationDate"
    DaysTilExpiration=$(expr 365 - $(expr $(expr $(date '+%s') - $(date -j -f '%Y-%m-%d' $USBExpirationDate '+%s')) /
    86400))
    echo "Days til expiration: $DaysTilExpiration"
    if [[ $DaysTilExpiration -lt 0 ]]; then
    echo "User's previous USB Rights have expired"
    #JH prompt showing that USB rights have expired and asking if user would like to re-request rights or get more info on
    the process
    else
    echo "User still has active USB Rights"
    #JH prompt showing # of days left in USB rights and asking if user would like to re-request rights or get more info on
    the process
    fi
    }
    submitUSBRequestInSN() {
    #Submit to ServiceNow via Catalog API
    #Capture API response
    APIResponse=($(curl -X POST ${ServiceNowAPIURL}?key=${Auth_Key} -H 'Authorization: Bearer '$Bearer_Token -H 'Content-
    Type: application/json' -d "{
    \"recipient\": \"$Username\",
    \"notes\": \"$Notes\"
    }"))
    RequestNumber=$(echo $APIResponse | cut -d \" -f 8)
    verifySNResponse
    }
    #Code Walkthrough
    

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26. verifySNResponse () {
    #Verify if API submit was successful
    RTMreturned=$(echo $RequestNumber | cut -c 1-3)
    if [[ $RTMreturned != "RTM" ]]; then
    #Report back via JH prompt that something went wrong in the submission process and to try again/
    raise a manual request
    else
    echo "Request Number: $RequestNumber"
    updateJamfPro
    fi
    }
    updateJamfPro() {
    #Update the user record in Jamf Pro with the RTM value so they can query it later
    echo "Sending PUT to add RTM to Jamf Pro "
    curl -X PUT -u $jssUser:$jssPass $jssURL/JSSResource/users/name/$Username -H "Content-Type:
    application/xml" -d "'$Username'3
    id>Authorized for USBString'$RequestNumber'
    extension_attribute>"
    fi
    notifyUser
    }
    notifyUser() {
    #JamfHelper prompt that includes the submitted RTM# and instructions to follow up with a manager for
    approval
    }
    #Code Walkthrough
    

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27. ##### MAIN #####
    echo "Start"
    setVariables
    echo "End"
    #Code Walkthrough
    

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28. View Slide

29. USB Rights - Feedback
    0
    300
    600
    900
    7/13/2018
    7/16/2018
    7/18/2018
    7/20/2018
    7/23/2018
    7/25/2018
    7/27/2018
    7/31/2018
    8/2/2018
    8/5/2018
    8/7/2018
    8/9/2018
    8/13/2018
    8/15/2018
    8/17/2018
    8/19/2018
    8/21/2018
    8/23/2018
    8/25/2018
    8/27/2018
    8/29/2018
    8/31/2018
    9/4/2018
    9/6/2018
    9/10/2018
    9/12/2018
    9/14/2018
    

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30. Summary
    Self Service First
    • Simplify the experience
    
    • Try harder
    
    • Maintain cost-advantage
    2008 2010 2012 2014 2016 2018
    

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31. https://git.io/fASWc
    

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32. © JAMF Software, LL
    THANK YOU!
    

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