ITOM Quick Start Guide

Hornbills ITOM offering provides the tools required for you to efficiently manage your computing devices with the following features:

• Device Discovery and Inventory management
• Packaged Job deployment and Scheduling
• Orchestration provided via the use of Runbooks
• Dynamic Package Library, Custom Package Creation

Site integration Service (SIS) Installation

The service is required to be installed on premise and must have access to all devices that you wish to be managed. The role of SIS server service is to monitor the ITOM Job Queue and downloading any Jobs targeted for it. It will also handle the deploying of packages to remote devices and executing the payload.

Minimum requirements

OS: Windows Server 2012, 2012 R2, 2016 or 2019

RAM: 4GB

Free Disk: 10GB

There is a minimal CPU load and will run on virtual as well as physical machines.

Where to Install

You can install the service on any existing Windows computer running one of the supported OS’s. The SIS is not processor intensive and will not require significant disk usage.

We would recommend that the SIS is not installed on a Domain Controller or Desktop OS.

Create a Default SIS Group (Required)

1. Select the Group Drop Down
2. Select +Create Group
3. Enter a name for the group
4. Click Apply

Register a Site Integration Server

SIS Instances are grouped together to provide redundancy and performance benefits, at least one default group must be created.

1. From the ITOM page select Site Integration Services

2. Click Image: 500 pixels button

3. Enter your required details:

   • Name - name used to identify the SIS server to the Hornbill Instance

   • Group - Should be a least one default group, others can be selected via drop down if created previously

4. Click the Create Site Integration Service button

5. The Authorisation Key is displayed, and should be recorded for later use

6. Return to the Site Integration Services list

7. Select the Not Paired filter

HORNBILL HINT: The Authorisation Key is temporary and will expire after 1 hour AND the SIS record is removed and will need recreating.

Download SIS and install on a server

1. From the Site Integration Services list, Click the Download Site Integration Server
2. Locate and Execute the Downloaded executable

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3. Click Install

4. Click Ok to Confirm the Installation

5. Close the Install dialog

6. Open the Services MMC Console

7. Start the EspSisService

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SIS Server Pairing

1. Switch back to the Browser and refresh the page (http://localhost :11117)

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2. Enter the instance ID

3. Enter the Authorization Code recorded earlier

4. Click the Pair with Instance

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Creating admin credentials in Keysafe

1. From the Hornbill Administration page Select System > Security > KeySafe
2. Click the Image: 500 pixelsbutton
3. Select Type as Username + Password

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4. Enter the following Details:

Title: Network Admin

Domain Username (example: DOMAIN\Username or username@domain)

Password

5. Click Create Key

Configuring a Discover Job

1. Navigate to the ITOM Job Queue (Home > ITOM > Job Queue)

2. Click the Create New button and select Discovery Job

3. Enter the following details:

   1. Name: AD Discovery using DCOM

   2. Site Target: [Server] SIS Demo

   3. Protocol: DCOM

   4. Discovery Mode: Active Directory

   5. Container: train1. hornbill.edu

   6. Admin Credentials: Network Admin

   7. Use Default Ping Check Settings

4. Click Create button

Monitor

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Review the Console output locate e and confirm the following:

Enumerating child OU

Scan found X computers for detailed discovery

Performing WMI discovery of X computers

Summary

=======
Successful Discovery
All Computers

The discovery was executed successfully. The results are now being imported.

10:11:26 Discovery import complete. Added:X Updated:X Skipped:X Missing:X Failed:X

Console Output

Review Summary, confirming successful discovery, and noting any failures.

Debug

Note any errors, success here implies that the Discovery process did not fail, and not that all devices where detected and where able to be accessed.

Inventory Viewer

1. Navigate to the ITOM Inventory (Home > ITOM > Inventory Viewer)

2. Select 40x36px

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3. Select All Discovered Devices

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4. Click the Register button

5. Click Yes to confirm

6. Select All Managed Inventory

Inventory Properties

1. Click on the Name of a Managed inventory Item
2. Review the properties

Managed Lists

1. Navigate to (Home > ITOM > Inventory Viewer)
2. From the Show filter Select + Create List
3. Enter a name for the List: Test Servers
4. From the Inventory Viewer select two or more Windows Servers
5. Click the Add to Managed List button

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6. Select the Test Servers list and Click Apply button

Installed Packages

Navigate to (Home > ITOM > Installed Packages)

42x33pxPackage Library

1. Click the Package Library button

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2. Click Install on both the Active Directory Group and User Management packages

3. Click Install on Windows Disk Cleanup

4. Click Close

43x32pxUploading Packages

1. Click the Package Upload button
2. Select the provided package file: Demo.pkg
3. Click Open
4. Repeat for all other provided packages

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IT Automation Job

Single Computer

1. Navigate to (Home > ITOM > Job Queue)
2. Click the Create New button, and select IT Automation
3. Enter Name: Harry Hornbill on Single Computer
4. Click the Installed Packages button
5. Select Training > Demonstration > Harry Hornbill – The Bird, The Legend
6. Click Apply
7. Set Site Target to Server and select an Instance
8. Set Target Device to Inventory and select a Device
9. Set Admin Credentials to Network Admin
10. Click Create

Monitor

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Confirm job executed Successfully

Console Output

Displays the package output as would be displayed if package were manually executed within the cmd console on the target device.

Debug Log

Note any errors, success here implies that the package executed successfully, the output will be dependant on the package being executed.

Multiple Computers

1. Navigate to (Home > ITOM > Job Queue)
2. Click the Create New button, and select IT Automation
3. Enter Name: Harry Hornbill on Multiple Computers
4. Click the Installed Packages button
5. Select Training > Demonstration > Harry Hornbill – The Bird, The Legend
6. Click Apply
7. Set Site Target to Server and select an Instance
8. Set Target Device to Inventory and select a Device
9. Set Admin Credentials to Network Admin
10. Click Create

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11. Click on a Job Name to view the Individual Child Job

12. Click Parent Link in the Summary to Return to Parent Job

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Job Scheduling

Discovery

1. Navigate to (Home > ITOM > Job Scheduling)
2. Click the Create New button, and Select Discovery Schedule
3. Enter the following details:
   • Name: AD Discover
   • Schedule: Run Every Period
   • Every (n) Minutes: 15
   • Description: Scheduled AD Discovery
   • Site Target: Server | SIS Instance
   • Protocol: DCOM
   • Discovery Mode: Active Directory
   • Container: horbnbill.edu
   • Admin Credentials: Network Admin
4. Ensure Next Scheduled Date and Time is set to a couple of minutes in the future
5. Click Enable Schedule
6. Navigate to (Home > ITOM > Job Scheduling)

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7. Wait for the Job schedule Time, and Click on the AD Discovery Job Name

8. Click the Job History

9. Click on the Scheduled AD Discover Name

IT Automation

1. Navigate to (Home > ITOM > Job Scheduling)
2. Click the Create New button, and Select IT Automation Schedule
3. Enter the following Schedule details:
   • Name: Windows Disk Cleanup
   • Schedule: Run daily
4. Ent the following IT Automation Job Settings:
   • Package: private:hornbill > Disk Cleanup > Windows Disk Cleanup
   • Site Target: SIS Server
   • Target Device: List| Test Servers
   • Admin Credentials: Network Admin
   • Reference: Demo Job
   • Set the following Operation Parameters to True:

InternetCacheFiles, Recycle Bin, and Temporary Files

5. Ensure Next Scheduled Date and Time is set to a couple of minutes in the future

6. Click Enable Schedule

7. Navigate to (Home > ITOM > Job Scheduling)

8. Wait for the Job schedule Time, and Click on the Job Name: Windows Disk Cleanup

9. Click Job History

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10. Click on the Job Name: Windows Disk Cleanup (with the highest Job Id)

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11. Review the list of jobs, and confirm that all are successful

12. Click on the Name of any Job entry in the list and review the Details

13. To return to the parent Click the link shown in the Summary section

Runbooks

Create a Runbook Process

1. 21x20pxFrom the ITOM page, select Runbooks
2. Click the button
3. Enter a Name

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Build a Runbook Process

1. Select the connection line between the Start and End nodes
2. Right click on the selected line and select “Add node between connected nodes”

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3. Select IT Automation

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4. Hover over the IT Automation node, and click on the Settings icon

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5. Enter Run Harry as the Display name

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6. Click the Add Package button

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7. Select Harry Hornbill

8. Confirm the Run Operation is set to Show Harry

9. Set Target Machine type to Machine, and select a Computer

10. 26x23pxClick Save draft button

30x25pxPublish a Runbook Process

1. Click the Publishing Manager button

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2. Click the Publish button

3. Click Runbooks from the breadcrumbs at the top of the page

Manually Execute a Runbook Process

1. Locate the Runbook Entry on the Runbooks list
2. 17x17pxClick the Invoke action button
3. Click Invoke

Schedule a Runbook Process

1. Navigate to (Home > ITOM > Job Scheduling)

2. Click the Create New button, and Select Runbook Schedule

3. Enter the following Schedule details:

   1. Name: Harry Hornbill

   2. Schedule: Run Once

   3. Runbook: Run Harry

   4. Set the following Operation Parameters to True:

4. Click Enable Schedule

5. Navigate to (Home > ITOM > Job Scheduling)

6. Wait for the Job schedule Time, and Click on the Job Name: Harry Hornbill

7. Click Job History

8. Confirm the Status of the Job

Service Manager Interaction

Runbook Process

1. Navigate to (Home >  Applications > Hornbill Service Manager > Business Processes)
2. Locate EXAMPLE Hornbill Incident Process and click the Copy Process action button
3. Enter the name Demo Business Process, and click Apply
4. Select the Connector between the Start and Set Status to New nodes
5. Right Click and Select Runbook Process
6. Double click on the new node
7. Select Run Harry from the Runbook drop down
8. Click Save
9. Publish the Business Process ** Needs work ***
10. Assign the new process to an Incident ** Needs work ***
11. Raise an Incident

IT Automation

1. Navigate to (Home >  Applications > Hornbill Service Manager > Business Processes)
2. Locate Demo Business Process and click the link under Workflow
3. Right Click the Runbook Process node, and select Delete
4. Add a new node by dragging the Arrow underneath the Start node to a blank area and releasing
5. Select IT Automation
6. Double click on the new node
7. Select Run Package as Demonstration > Harry Hornbill ...
8. Click Apply
9. Set Target Machine type to Machine, and select a Computer
10. Connect the New IT Automation node to the Set status to New node
11. Click Save
12. Publish the Business Process ** Needs work ***
13. Raise an Incident

Package Creator

Create a Simple Package

1. 23x22pxFrom the ITOM page select Package Creator

2. Click button

3. Enter a Package name: TCP Utilities

4. Set Target OS to Windows Universal

5. Click Add Operation button

6. Enter the following details:

   1. Operation: Ping

   2. Description: Ping a device using the parameters -n, host

   3. Command Type: Run Command

   4. Command: cmd /c ping.exe

   5. Timeout(secs): 60

   6. Options/Args: -n {param.count} {param.host}

7. Click Add Parameter button

8. Set the following attributes:

   1. Required

   2. Number

   3. Parameter Name: count

   4. Default value: 3

   5. Hint: Number of echo requests to send.

9. Click Add Parameter button

10. Set the following attributes:

    1. Required

    2. string

    3. Parameter Name: host

    4. Hint: Target device hostname.

11. Click Apply

12. Click Baseline button

13. Select Version 1 via the Drop Down Adjacent to the Baseline button

14. Click Package and Install drop down, and select Package and Install

15. Navigate to (Home > ITOM > Job Queue)

16. Click Create New button, and select IT Automation Job

17. Select Run Package: private:{instance-name} > General Purpose > TCP Utilities (Version 1)

18. Click Apply

19. Enter the following details:

    1. Name: Ping Computer

    2. Run Operation: ping

    3. Site Target: Server | <SIS Server>

    4. Target Machine: Inventory |<target computer>

    5. Admin Credentials

20. Click Create

Windows Installer Package

1. 23x22pxFrom the ITOM page select Package Creator
2. Click button
3. Enter a Package name: Software Installer
4. 25x20pxSet Target OS to Windows Universal
5. Click Upload File button
6. Select the following file:

C:\ Documents\ITOM\Packages\Demo.msi

7. Click on Package Info

8. Click Add Operation button

9. Enter the following details:

   1. Operation: Install

   2. Description: Install Windows application

   3. Command Type: Windows Installer

   4. Package: Demo.msi

   5. Action: Install Software

10. Click Add

11. Click Add Operation button

12. Enter the following details:

    1. Operation: Uninstall

    2. Description: Uninstall Windows application

    3. Command Type: Windows Installer

    4. Package: Demo.msi

    5. Action: Uninstall Software

13. Click Add

14. Click Baseline button

15. Select Version 1 via the Drop Down Adjacent to the Baseline button

16. Click Package and Install drop down, and select Package and Install

Execute Installation Job

1. Navigate to (Home > ITOM > Job Queue)
2. Click Create New button, and select IT Automation Job
3. Select Package:

private:{instance-name} > General Purpose > Software Installer (Version 1)

4. Click Apply

5. Enter the following details:

   1. Name: Software Installation

   2. Run Operation: Install

   3. Site Target: Server | <SIS Server>

   4. Target Machine: Inventory |<target computer>

   5. Admin Credentials: <relevant KeySafe entry>

6. Click Create

7. Verify that the following software exists on the target:

Name: Generic Business Application

Publisher: Acme Software Ltd

Execute Uninstallation Job

1. Navigate to (Home > ITOM > Job Queue)
2. Click Create New button, and select IT Automation Job
3. Select Package:

private:{instance-name} > General Purpose > Software Installer (Version 1)

4. Click Apply

5. Enter the following details:

   1. Name: Software Uninstallation

   2. Run Operation:UniInstall

   3. Site Target: Server | <SIS Server>

   4. Target Machine: Inventory |<target computer>

   5. Admin Credentials: <relevant KeySafe entry>

6. Click Create

7. Verify that the following the software no longer exists on the target:

Name: Generic Business Application

Publisher: Acme Software Ltd

Windows Executable

1. 23x22pxFrom the ITOM page select Package Creator
2. Click button
3. Enter a Package name: Windows Executable
4. Set Target OS to Windows Universal
5. Click Upload File button
6. Select the following file:

C:\ Documents\ITOM\Packages\ShowHarry.exe

7. Click on Package Info

8. Click Add Operation button

9. Enter the following details:

   1. Operation: Show Harry

   2. Description: Windows Executable - Show Harry.exe

   3. Command Type: Windows Executable

   4. Run File: ShowHarry.exe

10. Click Add

11. Click Baseline button

12. Select Version 1 via the Drop Down Adjacent to the Baseline button

13. Click Package and Install drop down, and select Package and Install

Execute Windows Executable Job

1. Navigate to (Home > ITOM > Job Queue)

2. Click Create New button, and select IT Automation Job

3. Select Run Package: private:{instance-name} > General Purpose > Windows Executable (Version 1)

4. Click Apply

5. Enter the following details:

   1. Name: Windows Executable

   2. Run Operation: Show Harry

   3. Site Target: Server | <SIS Server>

   4. Target Machine: Inventory |<target computer>

   5. Admin Credentials

6. Click Create

Site Integration Server

Rename server

==

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Appendix A

Required User Rights

Add these two rights to be able to Run AS

Missing privilege: Replace a process-level token. (SeAssignPrimaryTokenPrivilege)
Missing privilege: Act as part of the operating system. (SeTcbPrivilege)

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