BMC Remedy IT Service Managementit.mst.edu/.../it/documents/internal/ITSM_ConceptsGuide.pdf · 4 BMC Remedy IT Service Management Concepts Guide. ... BMC Remedy Approval Server

BMC Remedy IT ServiceManagement Concepts Guide

Supporting

Version 7.6.04 of BMC Remedy Asset ManagementVersion 7.6.04 of BMC Remedy Change ManagementVersion 7.6.04 of BMC Remedy Service Desk

January 2011

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4 BMC Remedy IT Service Management Concepts Guide

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Contents

About this book 9Audience ............................................................................................................................9Related publications .........................................................................................................9

Documentation for products integrated with BMC Remedy ITSM .............11Searching PDF documents ..................................................................................13

Conventions .....................................................................................................................14

Chapter 1 Introducing BMC Remedy ITSM 15ITIL and BMC Remedy ITSM .......................................................................................15User scenarios ..................................................................................................................16

Calbro Services .....................................................................................................16BMC Remedy Asset Management user scenarios ...........................................17BMC Remedy Change Management user scenarios .......................................27BMC Remedy Incident Management user scenarios ......................................35BMC Remedy Problem Management user scenarios .....................................41

Chapter 2 Understanding the core applications 55BMC Remedy ITSM user interfaces .............................................................................55

Consoles ................................................................................................................55Navigating consoles, forms, and modules ......................................................59Using Global search .............................................................................................62Best Practice views ...............................................................................................65Icons used in the interface ..................................................................................65User interface standards for field labels ...........................................................66

BMC Remedy Asset Management ...............................................................................66BMC Remedy Asset Management and BMC Atrium CMDB ......................68About the software lifecycle ...............................................................................69Software license management ............................................................................72Software usage .....................................................................................................75Procurement .........................................................................................................75Contracts ...............................................................................................................76Standard configurations ......................................................................................76Outages ..................................................................................................................76Schedules ...............................................................................................................77

BMC Remedy Change Management ............................................................................77Change management processes .........................................................................78

Contents 5

Approval processes provided out-of-the-box ..................................................80Change calendar ...................................................................................................86Change dashboard ...............................................................................................88Release Management module ............................................................................88

BMC Remedy Service Desk ...........................................................................................97BMC Remedy Incident Management ................................................................98BMC Remedy Problem Management ...............................................................99

Shared BMC Remedy ITSM application concepts ...................................................104People ..................................................................................................................104Support groups ..................................................................................................104Organization .......................................................................................................105Categorization ....................................................................................................105Work information ..............................................................................................105ROI flashboards ..................................................................................................106KPI flashboards ..................................................................................................106

Chapter 3 BMC Remedy ITSM architecture 109Conceptual organization ..............................................................................................111Deployable application structure model ...................................................................112Integration model .........................................................................................................114Foundation design ........................................................................................................114Assignment ....................................................................................................................115Architecture of the Requester console .......................................................................116

Service request framework ...............................................................................117Integration between Requester console and BMC Remedy ChangeManagement .......................................................................................................118Integration between Requester console and BMC Remedy IncidentManagement .......................................................................................................118

Multi-tenancy model ....................................................................................................119Row-level security .............................................................................................119Implementation of multi-tenancy ....................................................................119

BMC Remedy ITSM interfaces ....................................................................................120BMC Remedy Asset Management interfaces .................................................120BMC Remedy Change Management interfaces .............................................121BMC Remedy Incident Management interfaces ............................................121BMC Remedy Problem Management interfaces ...........................................121CAI plug-in interfaces .......................................................................................122

Chapter 4 Preparing to use BMC Remedy IT Service Management 123Compatibility information ...........................................................................................123Internationalization and localization .........................................................................124


Configuring BMC Remedy ITSM applications ........................................................124Licensing model ............................................................................................................125

Application-level licenses .................................................................................125User-level licenses ..............................................................................................126

Permission model .........................................................................................................127Abstractions using roles ....................................................................................127Common permissions .......................................................................................128Predefined permission groups .........................................................................129User access using support groups ...................................................................130Functional roles ..................................................................................................130BMC Remedy Asset Management permissions ............................................131BMC Remedy Change Management permissions ........................................133BMC Remedy Incident Management permissions .......................................133BMC Remedy Problem Management permissions .......................................134Contract management permission model ......................................................134Cost module permission model .......................................................................134Task Management System permissions ..........................................................134CAI plug-in permission model ........................................................................135

Chapter 5 BMC Remedy ITSM plug-ins and modules 137Notification Engine .......................................................................................................137Command Automation Interface ...............................................................................137

CAI plug-in .........................................................................................................138Phases of use with TMS ....................................................................................138

License Engine ...............................................................................................................139Contract Management ..................................................................................................140Cost module ...................................................................................................................140

Costing in BMC Remedy Asset Management ...............................................140Costing in BMC Remedy Change Management ...........................................146Costing in BMC Remedy Incident Management ..........................................146

Task Management System ...........................................................................................146Task Management System and BMC Remedy Incident Management ......147Relation of task statuses to change statuses ...................................................147

Chapter 6 BMC Atrium CMDB 151BMC Remedy Asset Management and BMC Atrium CMDB ................................151Mapping of BMC Remedy Asset Management roles to BMC Atrium CMDBroles .................................................................................................................................152BMC Remedy Change Management and BMC Atrium CMDB ............................152BMC Remedy Incident Management and BMC Atrium CMDB ...........................153Using a sandbox dataset for CI data ..........................................................................153

Contents 7

The role of Company ....................................................................................................154The location structure ...................................................................................................156BMC Atrium Product Catalog and Definitive Media Library ...............................157BMC Atrium Core permissions ..................................................................................157

BMC Atrium CMDB permission model .........................................................158Definitive Media Library permissions ............................................................158

Chapter 7 BMC Remedy Action Request System 159BMC Remedy AR System Assignment Engine ........................................................159BMC Remedy Approval Server ..................................................................................160Development concepts relevant to customizing the BMC Remedy ITSMapplications ....................................................................................................................160

Workflow ............................................................................................................161Active links .........................................................................................................161Filters ...................................................................................................................162Escalations ...........................................................................................................162Field menus .........................................................................................................162Table fields ..........................................................................................................163

Chapter 8 Applications integrated with BMC Remedy ITSM 165BMC Remedy Knowledge Management ...................................................................165BMC Service Level Management ..............................................................................166

BMC Service Level Management and BMC Remedy Asset Management .166BMC Service Level Management and BMC Remedy ChangeManagement .......................................................................................................166BMC Service Level Management and BMC Remedy IncidentManagement .......................................................................................................167

BMC Service Request Management ...........................................................................167BMC Service Management Process Model ...............................................................168BMC Dashboards for BSM and BMC Analytics for BSM ........................................168BMC BladeLogic Client Automation .........................................................................169

Glossary 171


About this bookThis guide provides a conceptual overview of the applications that make up theBMC Remedy IT Service Management (BMC Remedy ITSM) Suite of applications.

This guide provides information about the following applications in the BMCRemedy ITSM Suite:

The BMC Remedy Asset Management application

The BMC Remedy Change Management application

The BMC Remedy Service Desk application

The applications run on the BMC Remedy Action Request System (BMC RemedyAR System) platform and share a common database. The applications consume datafrom the BMC Atrium Configuration Management Database (BMC Atrium CMDB)application.

AudienceThis guide is intended for anyone who wants to obtain a high-level understanding ofthe BMC Remedy ITSM applications, including IT leaders and BMC Remedy ITSMapplication administrators.

Related publicationsThis section lists the documentation available for BMC Remedy ITSM. It also listsrelevant documents for related solutions and products.

Unless otherwise noted, online documentation is available with the product and onthe Customer Support website at http://www.bmc.com/support.

About this Book 9

http://www.bmc.com/support

Table 1: BMC Remedy ITSM documentation

Title Document provides Audience

BMC Remedy Asset Management

BMC Remedy AssetManagement User Guide

Procedures for using the BMC Remedy Asset Managementapplication; includes new features and overview.

Everyone

BMC Remedy Change Management

BMC Remedy ChangeManagement User Guide

Procedures for using the BMC Remedy ChangeManagement application; includes new features andoverview.

Everyone

BMC Remedy TaskManagement SystemAdministrators Guide

Procedures to configure the Task Management systemmodule.This guide also includes steps to configure seamlessauthentication between BMC Remedy Change Managementand the other components of the BMC Change andConfiguration Management solution.

Administrators

BMC Remedy Service Desk

BMC Remedy Service Desk:Incident Management UserGuide

Procedures for using the BMC Remedy Service Desk:Incident Management application; includes new featuresand overview.

Everyone

BMC Remedy Service Desk:Problem Management UserGuide

Procedures for using the BMC Remedy Service Desk:Problem Management application; includes new featuresand overview.

Everyone

BMC Remedy ITSM (shared documents)

BMC Remedy ITSMConfiguration Quick Start

A reference card to quickly install and configureapplications in the BMC Remedy ITSM Suite.

Administrators

BMC Remedy IT ServiceManagement AdministrationGuide

Procedures for configuring the BMC Remedy IT ServiceManagement applications.

Administrators

BMC Remedy IT ServiceManagement DataManagement AdministratorsGuide

Procedures for using the Data Management tool that is partof BMC Remedy ITSM Suite.

Administrators

BMC Remedy IT ServiceManagement Guide to Multi-Tenancy

Scenarios for implementing multi-tenancy. It also describeshow multi-tenancy is implemented in the BMC AtriumCMDB product and how that implementation relates to multi-tenancy as implemented in the BMC Remedy ITSMapplications.

Everyone

BMC Remedy IT ServiceManagement InstallationGuide

Procedures for installing the BMC Remedy IT ServiceManagement applications and solutions, BMC RemedyService Desk solution (BMC Remedy Incident Managementand BMC Remedy Problem Management), BMC RemedyChange Management, and BMC Remedy Asset Management.

Administrators

Related publications



BMC Remedy IT ServiceManagement NotificationEngine Guide

Description of the major components and process flow of theBMC Remedy IT Service Management Notification Engine.

Administrators

BMC Remedy IT ServiceManagement Release Notes

Information about known issues in each release of BMCRemedy IT Service Management. Also provides a list of newfeatures included with the applications.

Everyone

Help Help for using and configuring BMC Remedy ITSM,available by clicking Help in the product interface.Available from help links after help is installed.

Everyone

Documentation for products integrated with BMC RemedyITSM

This section lists the documentation available for solutions and products related toBMC Remedy ITSM.

Table 2: Related product documentation


BMC Atrium Core

BMC Atrium CMDBAdministrator's Guide

Information about configuring the BMC Atrium CMDBapplication to manage data about your IT environment.

Administrators

BMC Atrium CMDBCommon Data Model Diagram

Hierarchical diagram of all classes in the Common DataModel (CDM), including unique attributes and applicablerelationships.

Administrators

BMC Atrium CMDBNormalization andReconciliation Guide

Information about normalizing data in BMC Atrium CMDBand reconciling CIs from different data providers into asingle production dataset.

Administrators

BMC Atrium CMDB UsersGuide

Information about using BMC Atrium CMDB, includingsearching for and comparing CIs and relationships, relatingCIs, viewing history, and launching federated data.

Users

BMC Atrium Core Conceptsand Planning Guide

Information about BMC Atrium CMDB concepts and bestpractices for planning your BMC Atrium CMDBimplementation.

Executives andadministrators

BMC Atrium CoreDevelopers Reference Guide

Information about creating API programs using C and webservices API functions and data structures.

Administratorsand developers

BMC Atrium Core InstallationGuide

Information about installing and configuring BMC AtriumCore features, including BMC Atrium CMDB, BMC AtriumIntegration Engine, Product Catalog, and BMC AtriumImpact Simulator.

Administrators


About this Book 11


BMC Atrium Core ProductCatalog and DML Guide

Information about configuring the Product Catalog andDML, adding products, and creating aliases for products,manufacturers, and categorizations.

Administrators

BMC BladeLogic Client Automation

BMC BladeLogic ClientAutomation ConfigurationDiscovery Integration forCMDB Getting Started Guide

Instructions about installing, configuring, and administeringthe BMC BladeLogic Client Automation ConfigurationDiscovery Integration for CMDB program.

Administrator

BMC BladeLogic ClientAutomation CMS and TunerUser Guide

Information about administering the Common ManagementServices (CMS) and tuner infrastructure components of BMCBladeLogic Client Automation.

Administrators

BMC Remedy Action Request System

BMC Remedy Action RequestSystem Installation Guide

Procedures for installing BMC Remedy AR System. Administrators

BMC Remedy Action RequestSystem Concepts Guide

Overview of BMC Remedy AR System architecture andfeatures; includes information about add-on products thatextend AR System functionality and a comprehensiveglossary for the entire BMC Remedy AR Systemdocumentation set

Everyone

BMC Remedy Action RequestSystem Configuration Guide

Procedures about configuring AR System servers andclients, localizing, importing and exporting data, andarchiving data.

Administrators

BMC Remedy Action RequestSystem: BMC RemedyApproval Server Guide

Topics on installation and configuration of the ApprovalServer, how to use the Approval Server, and understandingthe approval workflow.

Everyone

BMC Remedy Action RequestSystem: BMC RemedyDistributed Server OptionGuide

Information about implementing a distributed AR Systemserver environment with BMC Remedy Distributed ServerOption (DSO).

Administrators

BMC Remedy Action RequestSystem Database Reference

Contains information about overseeing the interactionbetween the AR System and specific databases. It alsocontains information about changing the structure of ARSystem forms.

Administrators

BMC Remedy Action RequestSystem Form and ApplicationObjects guide

Description of components necessary to build applicationsin BMC Remedy AR System, including applications, fields,forms, and views.

Developers

BMC Remedy Action RequestSystem Integration Guide

Information about creating, customizing, and maintainingintegrations between AR System and external systems.


BMC Remedy Action RequestSystem Workflow ObjectsGuide

Information and procedures for creating, modifying, andmaintaining AR System workflow objects, including activelinks, filters, and escalations.





BMC Remedy Email EngineGuide

Information about installing and maintaining the BMCRemedy Email Engine.

Administrators

BMC Remedy Knowledge Management

BMC Remedy KnowledgeManagement Users Guide

Information about how to access BMC Remedy KnowledgeManagement from both the web interface and the BMCRemedy AR System interface. It also describes how to authorsolutions, search for solutions, and manage solutions in theworkflow.

Everyone

BMC Service Level Management

BMC Service LevelManagement InstallationGuide

Procedures for installing the BMC Service LevelManagement application.

Administrators

BMC Service LevelManagement Users Guide

Procedures for using the BMC Service Level Managementapplication; includes new features and overview.

Everyone

BMC Service LevelManagement ConfigurationGuide

Procedures for configuring the BMC Service LevelManagement application.

Administrators

BMC Service Management Process Model

BMC Service ManagementProcess Model Best PracticeFlows

Best practice work flow for the BMC Remedy IT ServiceManagement processes that are covered by the BMC ServiceManagement Process Model.

Everyone

BMC Service ManagementProcess Model Release Notes

Procedures for installing and configuring BMC ServiceManagement Process Model. Also describes enhancements,fixes, and known issues for the release.

Administrators

BMC Service ManagementProcess Model Role Mappingto BMC Remedy ITSM Suite

List and description of BMC Service Management ProcessModel roles.

Everyone

BMC Service Request Management

BMC Service RequestManagement Users Guide

Procedures for using the BMC Service Request Managementapplication.

Everyone

BMC Service RequestManagement AdministrationGuide

Procedures for configuring and administering the application. Administrators

Searching PDF documents

If you have Adobe Acrobat version 6.0 or later, you can search for text within all ofthe PDFs that are in the same folder. You do not need to open the files beforerunning your search.


About this Book 13

To upgrade your version of Adobe Acrobat, go to http://www.adobe.com.

To search PDF documents in a specific location

1 Copy the BMC Remedy ITSM PDF files to a folder.

2 Open Adobe Acrobat.

3 Choose Edit => Search

4 In the Search PDF pane, type the word or phrase to search for.

5 Select the All PDF Documents in option and browse to the folder containing thePDF files for BMC Remedy ITSM.

6 Click Search.

7 In the Results window, click a document.

The document opens at the first occurrence of the search term.

8 To navigate to other occurrences of the search term within the document, click alink under the document name. To navigate to occurrences in other documents,click the plus (+) symbol to the left of a document name.

ConventionsThis document uses the following special conventions:

All syntax, operating system terms, and literal examples arepresented in this typeface.

Variable text in path names, system messages, or syntax is displayed in italic text:testsys/instance/fileName

This document uses a symbol to show menu sequences. For example, Actions => Create Test instructs you to choose the Create Test command from the Actionsmenu.

Conventions


http://www.adobe.com

Introducing BMC Remedy ITSMBMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite) provides out-of-the-box IT Information Library (ITIL) service support functionality.

BMC Remedy ITSM streamlines and automates the processes around IT servicedesk, asset management, and change management operations. It also enables you tolink your business services to your IT infrastructure to help you manage the impactof technology changes on business and business changes on technology-in real timeand into the future. In addition, you can understand and optimize the userexperience, balance current and future infrastructure investments, and viewpotential impact on the business using a real-time service model. All this helps youmanage what matters to deliver Business Service Management (BSM).

Each BMC Remedy ITSM application contains the consoles, forms, active links,escalations, flashboards, and so on, needed to execute their basic functions. Theapplications also use several integrated modules and supporting applications thatextend and enhance these basic functions.

ITIL and BMC Remedy ITSMIT Information Library (ITIL) is the foundation for achieving the goals of the BMCRemedy ITSM applications.

ITIL provides the leading set of best practices for service management. It definesimportant business processes and provides a flexible well-designed framework thatcan be tailored to the specific needs of your organization.

ITIL defines a broad set of recommendations that explain effective ways to handlemany aspects of IT support and delivery, including asset and configurationmanagement, change management, release management, incident management, andproblem management.

BMC Remedy ITSM automates standard ITIL processes out of the box. Extensiveconfiguration options enable you to tailor the applications to the needs of yourorganization.

1

Chapter 1 Introducing BMC Remedy ITSM 15

Table 3 on page 16 maps ITIL processes to BMC Remedy ITSM applications.

Table 3: ITIL processes and BMC Remedy ITSM applications

ITIL process BMC Remedy ITSM application

Change management BMC Remedy Change Management

Release management BMC Remedy Change Management

Incident management BMC Remedy Incident Management

Problem management BMC Remedy Problem Management

Service asset and configuration management BMC Remedy Asset Management

ITIL describes best practices at a high level. It provides guidance on steps to take,processes, and workflows. Organizations are then free to implement the work-levelprocedures for daily activities that apply to their requirements. BMC ServiceManagement Process Model (BMC SMPM) illustrates how ITIL processes map towork instructions performed in the BMC Remedy ITSM applications.

Best Practice views of key forms help streamline work to ITIL best practices.

User scenariosThis section describes common BMC Remedy IT Service Management user scenariosthat you encounter as IT support staff. Calbro Services user personas help toillustrate the user scenarios. The typical steps described by these user scenarios arein keeping with BMC best practices as outlined by BMC Service ManagementProcess Model (BMC SMPM).

The user scenarios indicate people that are included with sample data. For each ofthese people, the user name is the person's first name, and the password is password.

The user scenarios do not necessarily refer to specific Calbro Services sample data(for information about Calbro Services, see Calbro Services on page 16). Tofollow the user scenarios, in some instances, you might need to create your ownsample data (for example, bulk inventory CIs). In addition, you might need to grantadditional permissions to certain users.

Calbro Services

In the BMC Remedy ITSM documentation set, a fictional company named CalbroServices helps explain how BMC Remedy ITSM principles and procedures are usedin practice.

User scenarios


Although Calbro Services is a fictional company, it is based on research of actualBMC Software customers. Learning how Calbro Services manages common ITService Management scenarios should prove useful as you use the BMC RemedyITSM applications in your own environment.

Calbro Services, a large, global company, is headquartered in New York City andpublicly traded on the New York Stock Exchange. The company has 27,000employees in 240 offices located in 20 countries. Table 4 on page 17 describes keybusiness services in Calbro Services.

Table 4: Key business services

Service Description

Online banking 500 ATMs in major cities

WWW presence Corporate site and online brokerage services

Discount equity brokerage Online and storefront services

Sales force automation Automated sales activities such as leads, orders, reports,and so on

Customer support Support centers in the United States, Europe, and Asia

Mass marketing World-wide marketing campaigns aimed at makingCalbro Services a household name

BMC Remedy Asset Management user scenarios

This section describe at a high-level common BMC Remedy Asset Management userscenarios that you typically encounter as IT support staff. The Calbro Servicessample data is used to illustrate the user scenarios.

The following user scenarios are provided:

Purchasing software and assigning a license on page 18

Scheduling regular maintenance on a network printer on page 19

Purchasing a laptop for a new employee on page 21

Investigating inaccurate CI data on page 24

Making sure that scheduled changes to CIs do not impact business services onpage 24

User scenarios


Purchasing software and assigning a license

Calbro Services has an enterprise license for Microsoft Office, which gives allemployees access to Microsoft Word, Microsoft Excel, Microsoft Power Point, andMicrosoft Outlook. However, because only a few people require Microsoft Visio, thissoftware is purchased only as required.

Allen Allbrook is the Contract Manager for Calbro Services. He maintains thecontracts for Microsoft products.

Joe Unser, who works in Human Resources, requires a copy of Microsoft Visio. AllenAllbrook, who is also the configuration administrator and software asset manager,orders Microsoft Visio.

Table 5 on page 18 describes the typical steps involved in this user scenario.

Table 5: Purchasing software and assigning a license

Role Actions Explanation

Contract manager On the Contract Management console,the contract manager creates a softwarelicense contract for Microsoft Visio andsets the status to Executed.

Allen Allbrook creates a contract forMicrosoft Visio. Because this contract ismanaged by Backoffice Support, contractusers (such as Bob Baxter) can add licensecertificates as they are purchased.

Configurationadministrator

On the Purchasing console, theconfiguration manager creates apurchase requisition for Microsoft Visio.On the License Certificate tab of theline item, the configurationadministrator selects a Per Instancelicense type and completes therequired fields.The configuration administratorsubmits the purchase requisition forapproval.

Allen Allbrook creates a purchaserequisition for Microsoft Visio. He specifiesdetails about the license certificate. Themanager of the requester is the defaultapprover of the purchase requisition.Note: If Per Instance license types are notavailable, you must enable the Per Instancelicense type, as described in the BMCRemedy IT Service Management AdministrationGuide.

Requester's manager On Approval Central, the requester'smanager selects the purchaserequisition and approves it.

The requesters manager must approve thepurchase requisition.Note: If no manager is assigned to therequester, you should assign a manager inthe People form. For more information, seethe BMC Remedy IT Service ManagementAdministration Guide.

User scenarios



Purchasing agent The purchasing agent creates thepurchase order:On the Purchasing console, thepurchasing agent searches for orders toplace.He views and then places the order.

After the purchase requisition is approved,a purchase order is automatically createdand is ready to be placed with the vendor.If the system is configured to auto-receivesoftware products, the license certificate iscreated when the purchase order is placedon order and is linked to the line item on thepurchase order.Note: To set auto-receive, refer to theConfiguring BMC Remedy AssetManagement section in the BMC Remedy ITService Management Administration Guide.


The configuration administratorreceives the item on the purchase order:On the Receiving console, theconfiguration administrator searchesfor the purchase order and receives aquantity of one.

If the system is not configured to auto-receive software products, Allen Allbrookreceives Microsoft Visio on the purchaseorder. At this time, the license certificate isautomatically created and linked to the lineitem on the purchase order.This action automatically creates a new CI.

Customer The customer installs the software. After Joe Unser installs Microsoft Visio onhis computer, discovery software discoversthe software. During reconciliation, the CI,which previously had a status of Received,is set to a status of Deployed.

Contract manager The contract manager runs a license jobto assign the license:From the Software Asset Managementconsole, the contract manager accessesthe Manage License Jobs console.The contract manager creates a licensejob for the Per instance license type.On the Manage License Jobs console,the contract manager runs the licensejob.

Allen Allbrook runs a license job.If a broad license job is already scheduled torun nightly or upon reconciliation, Allencould skip this step. The license job connectsthe CI to the software license certificate.

Scheduling regular maintenance on a network printer

Calbro Services has a high-speed high-volume network printer on each floor of itsoffices. These printers require maintenance every six months. The configurationadministrator, Allen Allbrook, sets up a maintenance schedule for each of theseprinters.

Note Not all data for this example is included with the sample data. You must create theAsset Maintenance change type template and the network printer CI.

User scenarios


Allen selects a network printer maintenance change template, so that theappropriate change request is started when maintenance is scheduled. Because thisis a pre-approved change, no approval is required, and a technician performs thescheduled work.

After completing the maintenance tasks, the technician changes the status of theschedule to completed.

Note BMC Remedy Asset Management and BMC Remedy Change Management must beinstalled to follow this user scenario.


Table 6: Scheduling regular maintenance



The configuration administrator createsa maintenance schedule for a networkprinter:From the Asset Management console, theconfiguration administrator accessesschedules and creates a newmaintenance schedule.The configuration administrator specifiesthe details of the schedule. He selects achange template for network printermaintenance. To select network printers,he chooses the categorizationHardware => Printer => Network.

Allen Allbrook, the Calbro configurationadministrator, needs IT personnel to performmaintenance every six months on a networkprinter. He sets up a maintenance schedule,selects the change template, and selects thenetwork printers.

Technician The technician completes the changerequest to perform maintenance:That technician receives an alert that achange request is assigned (throughemail, alert, or page).On the Change Management Supportconsole, the technician opens the changerequest. The technician relates an ad hoctask to the change request and moves thechange request through its lifecycle tothe Implementation stage.The technician completes maintenanceand closes the task. The technician thencloses the change request.

When the maintenance schedule comes due,the Asset Maintenance change template isused to create the change request. Thistemplate assigns the change request to thecorrect technician and notifies the technicianto complete the maintenance every six months.The technician completes the change request.For more information, see the BMC RemedyChange Management Users Guide.

User scenarios



Technician The technician indicates thatmaintenance is complete:On the Asset Management console, thetechnician searches for the networkprinter CI and views it.From the CI form, the technician accessesthe schedules and views the networkprinter maintenance schedule.The technician indicates that themaintenance is complete.

The technician indicates that the maintenanceis complete.

Purchasing a laptop for a new employee

Calbro Services ensures that new employees are fully functional on their first day ofemployment. Purchasing a laptop for a new employee is therefore a common taskfor the purchasing agent at Calbro Services. He must create a purchase requisitionand place a purchase order (PO). When the PO is received, BMC Remedy AssetManagement automatically generates a new CI and a change request.

The change coordinator can also create a new employee change request in whichone of the tasks is providing a fully configured laptop to new employees on theirfirst day at Calbro Services.

Note BMC Remedy Asset Management and BMC Remedy Change Management must beinstalled to follow this user scenario. If you cannot find the correct CIs in the Calbrosample data, you must create a laptop CI and add it to the inventory to follow thisuser scenario. For more information about managing CI inventory, especially if youare adding bulk items, see the BMC Remedy Asset Management Users Guide.


User scenarios


Table 7: Purchasing a laptop for a new employee



From the Purchasing console, theconfiguration administrator creates apurchase requisition.The configuration administrator entersthe required details. The configurationadministrator indicates that installationis needed, and chooses the ConfigureNew Computer change template.To make sure there is enoughinventory, the configurationadministrator selects the standardconfiguration, and checks whether thecomputer system is in inventory.The configuration administrator addsthe item to the requisition and submitsthe requisition for approval.

When the configuration administratorcreates the purchase requisition, AllenAllbrook, the manager of the requester, isthe default approver of this purchaserequisition.Using a change template automaticallycreates a change request when the orderedlaptop is received.

Requester's manager On Approval Central, the requester'smanager selects the purchaserequisition and approves it.

The requester's manager must approve thepurchase requisition.Note: If no manager is assigned to therequester, you should assign a manager inthe People form. For more information, seethe BMC Remedy IT Service ManagementAdministration Guide.

Purchasing agent The purchasing agent creates thepurchase order:On the Purchasing console, thepurchasing agent searches for orders toplace.The purchasing agent views and thenplaces the order.

After the purchase requisition is approved,a purchase order is automatically createdand is ready to be placed with the vendor.


The configuration administratorreceives the item on the purchase order:On the Receiving console, theconfiguration administrator searchesfor the purchase order and receives aquantity of one.

This action automatically creates a new CI.If your system is properly configured, a newchange request is also created.

Purchasing agent The purchasing agent views the new CI:On the Asset Management console, thepurchasing agent searches for allcomputers with a status of Received.The purchasing agent finds the laptopCI and views the details, including thefinancial details.

The original purchase requisition isautomatically related to this CI.Note: If the purchasing agent does not haveaccess to the Asset Management console, aconfiguration administrator can view the CI.

User scenarios



Change coordinator The change coordinator views thechange request:On the Change Management console,the change coordinator searches for allopen changes. The change coordinatorviews the change request for the newlaptop.

Mary Mann is the change coordinator forCalbro Services. She views all open ChangeRequests in the Manager Console view.For more information about using BMCRemedy Change Management, see the BMCRemedy Change Management Users Guide.

Change coordinator The change coordinator views dates forthe change request and performs riskassessment:On the Change form, the changecoordinator views the calendar.The change coordinator defines therisk level of the change request.

Mary opens the Change Calendar to see ifthere are any conflicting change requests orbusiness events.Although the Risk Level had a predefinedvalue, she can perform Risk Assessment toformalize the Risk Level.This type of change request is pre-approvedand does not require any formal approvals.

Change coordinator The change coordinator creates a taskand schedules the change request:On the Change form, the changecoordinator moves the change requestto the Plan & Schedule stage.The change coordinator relates thechange request to the Install Laptoptask template. The change coordinatorassigns the task to the taskimplementer who is part of CalbrosBackoffice Support Staff.The change manger moves the changerequest to the Scheduled for Reviewstage.The change coordinator specifies thescheduled dates and moves the changerequest to the Implement stage.

Mary creates a task to install or configurethe laptop and assigns the task to the taskimplementer.When the change request reaches theImplement stage, the task moves toAssigned status and the task implementercan start working on the task.

Task implementer After performing each task, the taskimplementer closes the tasks:From the Change ManagementSupport console, the task implementersearches for assigned tasks.After performing the task, the taskimplementer records informationabout performing the task and changesthe status to Closed.

Ian Plyment, the task implementer,completes the task.

User scenarios



Change coordinator The change coordinator completes thechange request:The change coordinator moves thechange request to the Closed stage.The change coordinator enters theperformance rating and the actualdates of the change.

Mary Mann completes and closes thechange request. She enters a performancerating and start and end dates.

Investigating inaccurate CI data

CI data is used by IT personnel throughout Calbro Services. Configurationadministrators use CI data for most tasks. Change coordinators analyze the CIs andtheir relationships before implementing changes. Service Desk personnel use CI datato help resolve incident requests and investigate problems. Accurate CI data isimportant to their work.

Allen Allbrook, a configuration administrator at Calbro Services, thinks that the datafor a computer system might be inaccurate. He wants to view the audit history of theCI, so that he can see all the modifications to this computer system during its history.He can investigate whether the data is no longer accurate by checking the audithistory for the CI.

Typically, Allen accesses data stored in BMC Atrium CMDB from the AssetManagement console. On the Asset Management console, he searches for the CI andviews it. From the CI form, he views the BMC Atrium CMDB audit history.

Making sure that scheduled changes to CIs do not impactbusiness services

The Finance department at Calbro Services processes payroll checks every Thursday.Allen Allbrook, the configuration administrator, wants to make sure that neither thepayroll server nor the payroll printer are taken down for maintenance on Thursdays.He sets two blackout schedules to accomplish thisthese key services are unavailablefor maintenance on any Thursday.

The payroll server is having performance issues and needs more memory. WhenMary Mann, the change coordinator, schedules the change request, she sees that thepayroll server is unavailable on Thursday. To prevent conflicts, she creates anotherunavailable time segment, on Monday instead of Thursday.

The Calbro business process has predefined that this type of change request requiresstandard approvals to move the project forward.

User scenarios


Note BMC Remedy Asset Management and BMC Remedy Change Management must beinstalled to follow this user scenario. If you cannot find the correct CIs in the Calbrosample data, you must create a server CI and add it to the inventory to follow thisuser scenario. For more information about managing CIs, see the BMC RemedyChange Management Users Guide.


Table 8: Scheduling mandatory unavailability for key services



The configuration administratorcreates unavailability blackoutschedules for the payroll server andpayroll printer:On the Asset Management console, theconfiguration administrator searchesfor the server CI.On the CI form, the configurationadministrator opens the blackoutschedule.The configuration administrator adds abusiness time segment. Theconfiguration administrator specifiesthe server CI to be Unavailable. Theconfiguration administrator sets up aweekly recurring duration forThursdays.

Allen specifies that the payroll server andprinter server CIs are unavailable everyThursday because of maintenance. Duringthis blackout, these CIs must not be broughtdown.

Change coordinator The change coordinator creates achange request, using a changetemplate:On the Change Management console,the change coordinator creates a newchange request.On the Change form, the changecoordinator selects the Server HardDrive template. The changecoordinator completes the requiredinformation to finish creating thechange request.

Mary uses a predefined change templatethat supports the business process andaccelerates the change request process. Itprepopulates fields on the change requestwith information.

User scenarios



Change coordinator The change coordinator views dates forthe change request and performs riskassessment:On the Change form, the changecoordinator views the calendar.The change coordinator defines the risklevel of the change request.

Mary opens the Change Calendar to see ifthere are any conflicting change requests orbusiness events.Although the Risk Level had a predefinedvalue, she performs Risk Assessment toformalize the Risk Level.

Change coordinator The change coordinator relates the CIto the change request:On the Change form, the changecoordinator creates a relationship tothe server CI. She specifies theRelationship Type as Upgrades.The change coordinator creates anunavailability relationship.In the Configuration ItemUnavailability dialog box, the changecoordinator specifies the unavailabilitytype (for example, Scheduled Full) andthe scheduled dates.

Mary creates a server CI unavailability thatis related to the change request.

Change coordinator The change coordinator searches foravailable times to schedule the changerequest:On the Change form, the changecoordinator uses the Schedule Assisttool to search for available times. Thechange coordinator views the timeswhen the server CI is unavailable. Thechange coordinator finds the nextavailable time, based on the durationand available start time.The change coordinator creates aschedule time segment.

Mary finds the next available time toupgrade the payroll server. She schedulesthe CI unavailability on Monday to avoidconflicts with the Thursday blackoutschedule.

User scenarios



Change coordinator The change coordinator creates anunavailability blackout schedule to fixthe payroll server:On the Change Management console,the change coordinator searches for theserver CI.From the CI form, the changecoordinator accesses blackoutschedules.The Change coordinator adds abusiness time segment. She specifiesthe server CI to be unavailable on someday other than Thursday (for example,Monday).The change coordinator moves thechange request to the ImplementationApproval phase.

Mary creates a blackout schedule toupgrade the server CI.

Change approver The change approver approves theInstall Hard Drive change request.

Allen Allbrook must approve the change tomove it forward to the Scheduled status.

Task implementer The task implementer performs thetasks:On the Change Management Supportconsole, the task implementer searchesfor assigned tasks.The task implementer performs each ofthe three Upgrade Server Hard Drivetasks and records the work performed.

Task implementers must complete all threetasks successfully before the change requestcan be closed.

Change coordinator The change coordinator completes thechange request:The change coordinator moves thechange request to the Closed stage.The change coordinator enters theperformance rating and the actualdates of the change.

Mary completes and closes the changerequest. She enters the performance ratingand start and end dates.

BMC Remedy Change Management user scenarios

This section describes at a high-level common BMC Remedy Change Managementuser scenarios that you typically encounter as IT support staff. The Calbro Servicessample data is used to illustrate the user scenarios.

The following user scenarios are provided:

Adding laptop memory on page 28

User scenarios


Upgrading server hardware on page 29

Releasing a new software program on page 32

Adding laptop memory

Joe Unser is an employee at Calbro Services. To improve the performance of hislaptop, he needs 3 GB additional memory added. He submits a request to installmemory for his laptop.

The Calbro Services business process has predefined that this type of change requestdoes not require the standard Review and Business Approval processes. Mary Mannis the change coordinator at Calbro Services. Mary schedules and plans the changerequest. Ian Plyment, who is part of Marys Front Office Support team, implementsthe change request.


Table 9: Adding laptop memory


Customer On the Requester console, the customercreates a service request to installhardware.

Joe Unser, the customer, uses the predefinedmenus to select the appropriate item andenter more information. His selection drivesthe predefined process to create the changerequest. This request is a standard changethat is pre-approved and does not requireany formal approvals.Note: If Calbro Services has BMC ServiceRequest Management, the business usercreates the request from BMC ServiceRequest Management, instead of from theRequester console.

Change manager The change manager views the changerequest:On the Change Management console,the change manager searches for allopen changes.The change manager views the InstallHardware change request.

Mary Mann, the change manager, logs inand views all open change requests in theChange Management console. This type ofchange request involves minimal risk. Thisrequest is pre-approved and does notrequire any formal approvals.

Change coordinator The change coordinator schedules thechange request:On the Change form, the changecoordinator specifies the scheduleddates.

Mary Mann schedules the change request.

User scenarios



Change coordinator The change coordinator relates the CIto the change request:On the Change form, the changecoordinator searches for the laptop CIand relates it to the change request.The change coordinator specifies theInstalls relationship type.

The change coordinator relates the CI to thechange. The change coordinator then createsa task to add the laptop memory andassigns the task to the task implementer.

Change coordinator The change coordinator creates tasks:On the Change Management console,the change coordinator searches for allopen change requests and opens thechange request.On the Change form, the changecoordinator moves the change requestto Implementation in Progress.The change coordinator relates theInstall Memory task to the changerequest, and makes sure that it isassigned to the task implementer.

The change coordinator creates a task to addthe laptop memory and assigns the task tothe task implementer (Ian Plyment).

Task implementer The task implementer closes the tasksafter performing them:From the Change Managementconsole, the task implementer searchesfor assigned tasks.After performing the task, the taskimplementer records informationabout performing the task and changesthe status to Closed.

In the Implement stage, the task moves toAssigned status and Ian Plyment, the taskimplementer, can start working on the task.When the Ian finishes the task, he sets itsstatus to Closed.

Change coordinator The change coordinator completes thechange request:The change coordinator moves thechange request to the Closed stage.The change coordinator enters theactual dates of the change.

Mary Mann, the change coordinator, cannow close the change request.

Upgrading server hardware

Calbro Services has discovered that a mission-critical server is almost reachingcapacity. They must replace the current server with a model that has more capacity.Mary Mann, the change coordinator, schedules and plans the change request. IanPlyment, who part of Marys Front Office Support team, then implements the tasksin the change request.

The Calbro business process has predefined that this type of change request requiresstandard approvals to move the project forward.

User scenarios



Table 10: Upgrading server hardware


Change coordinator The change coordinator creates achange request from BMC AtriumImpact Simulator:From the Change Managementconsole, the change manager opensAtrium Impact Simulator.The change coordinator adds CIs to thesimulator and runs the simulator.The change coordinator then relates anew change request to the CI.

Mary Mann, the change coordinator, runs asimulated impact analysis on the CI. Sheverifies what devices and applications in thenetwork would be affected if she takes theserver offline. Mary then creates a changerequest from the Atrium Impact Simulator.The CI is automatically related to the changerequest.

Change coordinator In the Change form, the changecoordinator selects the Install ServerHard Drive template.The change coordinator moves thechange request to the next stage andcompletes the required information.

Mary uses a predefined change templatethat supports the business process andaccelerates the change request process. Itprepopulates fields on the change requestwith information.This change template also includes apredefined Task Group template (UpgradeServer Hard Drive). The Task Grouptemplate contains three predefined TasksTemplates that are individual work items.

Change coordinator The change coordinator schedules thechange request and runs collisiondetection:The change coordinator views thecalendar and checks for possibleconflicts.The change coordinator enters thescheduled dates. The changecoordinator might use the ScheduleAssist tool to search for available times.To check whether other changerequests are scheduled to work on theCI at the same time, the changecoordinator runs Collision Detection.

Mary opens the change calendar to see ifthere are any conflicting change requests orbusiness events. She uses the ScheduleAssist tool to schedule the start and enddates. Mary then determines if this changerequest collides with other changes.

User scenarios



Change coordinatorand change manager

The change coordinator adds taskassignments:On the Change form, the changemanager relates the Upgrade ServerHard Drive task group template to thechange request.The change manager views the detailsof the task. The change manager viewsthe task flow of the task group.The change manager moves the changerequest to the Scheduled For Reviewstage.

Mary adds the task and task assignments.She then views the tasks relates to thechange request and makes adjustments ifneeded. A predefined process is already setup for this type of change, which speeds theplanning and process.Mary sees that Ian Plyment has beenpredefined as the task implementerassigned to work on this change.Mary has additional opportunity to reviewchange plans, schedules, and so on.

Change approver From Approval Central, the changeapprover approves the change request.

If approvers are mapped to any approvalphases, the change approver must approvethe change to move it forward. Otherwise,the change manager can refresh the changerequest to move it to the next status.

Change manager The change manager reviews taskassignments and makes any necessarychanges.The change manager moves the changerequest to the Implement stage.

When the change request reaches theImplement stage, the task moves toAssigned status and the task implementercan start working on the first task.

Task implementer The task implementer completes theBackup System task:From the Change ManagementSupport console, the task implementersearches for assigned tasks. The taskimplementer views the Backup Systemtask, and relates the server CI to the task.After performing the task, the taskimplementer records informationabout performing the task and changesthe status to Closed.

Ian Plyment, the task implementer, opensthe first task in the task group, relates theserver CI to it, and then completes the task.

Task implementer The task implementer completes theUninstall Hard Drive task:From the Change ManagementSupport console, the task implementersearches for assigned tasks. The taskimplementer views the Uninstall HardDrive task, and relates the server CI tothe task.After performing the task, the taskimplementer records informationabout performing the task and changesthe status to Closed.

Ian opens the second task, relates the serverCI to it, and then completes the task.

User scenarios



Task implementer The task implementer completes theInstall Hard Drive task:From the Change ManagementSupport console, the task implementersearches for assigned tasks. He viewsthe Install Hard Drive task, and relatesthe server CI to the task.After performing the task, the taskimplementer records informationabout performing the task and changesthe status to Closed.

Ian opens the third task, relates the serverCI to it, and then completes the task.When the last task is closed, the status of theUpgrade Server Hard Drive task groupchanges to Closed.

Change coordinator The change coordinator completes thechange request:The change coordinator moves thechange request to the Closed stage.The change coordinator enters theactual dates of the change.

Mary completes and closes the changerequest.

Releasing a new software program

Allen Allbrook, the release coordinator, has created a request to release a newversion of the payroll service.

This release is composed of two work items to be rolled out during the Deploymentmilestone:

Install a new server.Allen creates a change request to include in the release manifest.

Train the users on the new payroll service.Since this work item is not a change request that needs to be completed by theChange Management team, Allen instead creates an Activity as part of the manifest.

Mary Mann is the change coordinator.

Depending on how your application administrator has configured phases and exitcriteria, the activity and change must be completed in the Deployment milestonebefore the release request can be closed.


User scenarios


Table 11: Releasing a new software program


Releasecoordinator

From the Release Management console,the release coordinator creates a releaserequest.

Allen creates a new request to add a newPayroll Service and would like it bySeptember 1, 2009. Release starts at the Initiatemilestone. The service will be released inmultiple phases.

Releasecoordinator

On the Release form, the releasecoordinator creates a new change requestand assigns it to the change coordinator.The release coordinator relates the InstallServer task to the change request.On the Release form, the releasecoordinator assigns the activity to theDeployment milestone.The release coordinator can see thechange request listed on the manifest ofthe release.

Allen creates a change request to install thepayroll service on a new server as part of therelease manifest.

Releasecoordinator

On the Release form, the releasecoordinator creates a new activity.The release coordinator assigns thisactivity to the Deployment milestone.The release coordinator can see theactivity listed on the manifest of therelease.

Allen creates an activity to train employees onthe new payroll service as part of the releasemanifest. He assigns the activity to FrancieStafford.

Releasecoordinator

To check whether other change requestsare scheduled to work on the same CI,the release coordinator runs collisiondetection.The release coordinator sets thescheduled, actual, and deployment startand end dates for the release. The releasecoordinator uses the Schedule Assist toolto search for available time segments.The release coordinator moves therequest to the Initiate Approval milestone.

Allen schedules the change request. He thenruns the Collision Detection tool to see if thereare any conflicting change requests.

Releaseapprover

On the Approval Central console, therelease approver approves the request toinitiate the release.

If approvers are mapped to any approvalphases, the release approver must approve therelease to move it forward. Otherwise, therelease coordinator refreshes the releaserequest to move it to the next status.

Releasecoordinator

The release coordinator moves therelease to the Planning milestone.

User scenarios



Releasecoordinator

The release coordinator reviews thecalendar:The release coordinator sets the requeststatus to In Progress.The release coordinator views thecalendar and makes sure that the releaserequests are shown in the calendar.On the Release form, the releasecoordinator adjusts the scheduled startand end dates.

Allen opens the change calendar to see if thereare any conflicting releases, change requests,or business events.

Activity assignee On the Release Management console, theactivity assignee views assigned activity.

Activity is routed to the Francie Stafford, theactivity assignee.

Activity assignee On the Activity form, the activityassignee attaches the training plan towork information.

Francie schedules a training session on how touse the new payroll application.

Activity assignee On the Activity form, the activityassignee creates tasks and assigns themto task implementers.

Francie creates tasks to assign the trainers totrain Calbro users in Boston, Tokyo, and so on.

Activity assignee On the Activity form, the activityassignee verifies assignments, addsfinancial information, and schedules thestart and end dates.

Francie adds financial and schedulinginformation to the activity.

Releasecoordinator

The release coordinator overseesbuilding the controlled environmentbefore the release goes into production.On the Release form, the releasecoordinator moves the release request tothe Build milestone.

Allen oversees assembly of CIs needed tocreate the new payroll service.

Releasecoordinator

The release coordinator moves therelease request to the Test milestone.

Allen oversees the testing of the new service,to make sure that the CIs, IT service, orprocess meets the specifications andrequirements.

Releasecoordinator

The release coordinator moves therelease request to the Deploymentmilestone.

Phased deployment of the new service can start.

Changecoordinator

The change coordinator opens thechange request and moves it to theImplement stage.The change coordinator relates tasks tothe change requests and assigns the tasksto the task implementer.

In the Deployment milestone, Mary Mann, thechange coordinator, moves the change requestthrough its stages.

User scenarios



Taskimplementer

The task implementer closes each taskwhen it is completed:From the Change Management Supportconsole, the task implementer searchesfor assigned tasks.After performing the task, the taskimplementer records information aboutperforming the task and changes thestatus to Closed.

In the Deployment milestone, the task movesto Assigned status and Ian Plyment, the taskimplementer, can start installing the server.Ian completes the task.

Changecoordinator

The change coordinator completes thechange request.The change coordinator opens thechange request and moves it to theCompleted status.

Mary completes the change request to installthe server.

Activity assignee The activity assignee performs activities:On the Release Management console, theactivity assignee opens the activity andviews the status of the assigned tasks.After all training tasks are finished, theactivity assignee changes the status ofthe activity to Completed.

In the Deployment milestone, the trainers canstart training users at different Calbro locations.A training task has its own independentlifecycle and continues on its own path, but alltasks must be finished in order for the activityto be completed.

Releasecoordinator

The release coordinator completes therelease:On the Release form, the releasecoordinator moves the release request tothe Close Down milestone.

Allen completes and closes the release request.

BMC Remedy Incident Management user scenarios

This section describe at a high-level common BMC Remedy Incident Managementuser scenarios that you typically encounter as IT support staff. The Calbro Servicessample data is used to illustrate the user scenarios.

The following incident management scenarios are described:

Incident request resolutionfirst call resolution on page 36

Incident request resolutionassignment to specialist on page 37

Incident request resolutionemergency change request on page 39

User scenarios


Incident request resolutionfirst call resolution

This user scenario describes how to resolve an incident request on the first call.

Francie Stafford is a service desk analyst who works on the Calbro Services servicedesk. She receives a call from Joe Unser, a Calbro Services benefits agents whocannot access one of his key applications, because he is locked out of his useraccount. Francie creates an incident request, resolves the incident for Joe, and thencloses the incident request.

Detailed information about the individual actions mentioned in this user scenarioare described in the BMC Remedy Service Desk: Incident Management Users Guide.


Table 12: Incident resolutionfirst call resolution


Customer The customer contacts the service desk. Joe needs to have one of his user accountsunlocked, and calls the service desk to openan incident request.

Service desk analyst On the Incident console, the servicedesk analyst registers the incidentrequest record.

Francie Stafford receives Joes call and,using the BMC Remedy IncidentManagement Best Practice view, creates anew incident request record. If an applicabletemplate is available, Francie can select thetemplate, which should contain instructionsfor resolving the incident.

User scenarios



Service desk analyst On the Incident form, the service deskanalyst uses Incident Matching to finda solution.Incident Matching can find recordsfrom:

Solution records created in BMCRemedy Problem Management

Solution records created in BMCRemedy Knowledge Management

Similar problem investigations andknown errors created in BMCRemedy Problem Management

Similar incident requests

From the matching record, the servicedesk analyst determines how to unlockthe account.

A template is not available. However, usingIncident Matching, Francie is able to unlockJoes account while he is on the phone.Although by default Incident Matchinglooks for open incident request, Francieextended the search to looked for closedincident requests.

Service desk analystand Service deskcustomer

The service desk analyst works withthe customer to determine that theincident request can be closed.On the Incident form, the service deskanalyst closes the incident request.

While Joe is still on the phone, Francie askshim to confirm that his account is unlockedand that he can log in to his system. Joeconfirms this, so Francie updates theresolution field on the incident request toindicate this. Francie closes the incidentrequest record.

Incident request resolutionassignment to specialist

This user scenario describes how to resolve an incident request by assigning it to aspecialist.

Francie Stafford receives a call from Joe Unser, who cannot send documents to hislocal printer. Francie creates an incident request, but cannot resolve it herself. Theincident request is automatically assigned to a specialist, Ian Plyment, who acceptsthe assignment and restores Joes printer connection. Ian then closes the incidentrequest.

Detailed information about the individual actions mentioned in this user scenarioare described in the BMC Remedy Service Desk: Incident Management User Guide.


User scenarios


Table 13: Incident resolution with assignment to specialist


Service deskcustomer

The customer contacts the help desk Joe cannot send documents to his localprinter and calls the help desk for assistance.

Service desk analyst On the Incident console, the servicedesk analyst registers an incidentrequest record.When the service desk analyst savesthe record, the incident request isassigned to the assignment groupspecified in the template.

Francie Stafford receives Joes call and,using the BMC Remedy IncidentManagement best practice view, creates anew incident request record from theapplicable template.

Specialist The specialist accepts the assignment:From the Incident console, thespecialist searches for incident requeststhat are assigned to his support group,but which are not assigned to anindividual.The specialist opens an incidentrequest and assigns it to himself.

Ian Plyment is a specialist who works forthe support group to which Joes incidentrequest is assigned. From the Incidentconsole, Ian runs a defined search for allopen, unassigned incident requests for hissupport group. Joes incident request is oneof the records that the search finds. Ianopens the record and accepts the assignment.

Specialist On the Incident form, the specialistuses Incident Matching to resolve theincident.Any matching incidents, probleminvestigations, known errors, andsolutions appear in the tabs at thebottom half of the dialog box.The specialist selects a solution andresolves the incident by relating it tothe solution.This copies the solution from thematching record to the Resolution fieldof the incident request record.

Ian uses the Incident Matching feature todetermine the cause of Joes incident andresolves it by restoring Joes printerconnection.

Specialist The specialist completes the incidentrequest. On the Incident form, thespecialist resolves the incident andindicates that customer follow-up isrequired.

Ian is unable to contact Joe directly todetermine that his printing service issuccessfully restored, so he completes theincident request by moving the status toResolved with a status reason of CustomerFollow-Up Required. BMC Remedy IncidentManagement sends Joe an email asking himto contact the Service Desk to confirm thatthe incident is resolved. If Joe does notrespond within a specific period of time,which is configurable for each installation,the auto close rule moves the incidentrequests status to Closed.

User scenarios


Incident request resolutionemergency change request

This user scenario describes how to resolve an incident request with an emergencychange request.

Joe Unser, a Calbro Services benefits agent, cannot access the local area network. Hecontacts the Calbro Service desk, and Francie Stafford, a service desk analyst, createsan incident request.

The incident request is assigned to Ian Plyment, a specialist in the support groupassigned to Joes company. Ian determines that Joes data port is broken, and anemergency change is required to restore Joes service.

Ian contacts Allen Allbrook, the owner of the service, to let him know that anemergency change is required. Allen assesses the risk and authorizes Ian to performthe work.

Ian then replaces Joes data port and documents his actions in the incident request.Ian verifies with Joe that he can now access the local area network.

Ian closes the incident request and notifies Mary Mann, the change coordinator, ofthe emergency change so she can register the change. This ensures everyone can seewhat was changed, should the emergency change cause other incidents to occur. Italso ensures that BMC Atrium CMDB is updated.

Note BMC Remedy Incident Management and BMC Remedy Change Management mustbe installed to follow this user scenario.Detailed information about the individual actions mentioned in this user scenarioare described in the BMC Remedy Service Desk: Incident Management User Guide andthe BMC Remedy Change Management User Guide.


Table 14: Resolving an incident request with an emergency change


Service desk customer The customer contacts the service desk. Joe cannot access the local area network.

User scenarios



Service desk analyst On the Incident console, the service deskanalyst registers the incident requestrecord.The analyst uses Incident Matching tosearch for a solution.When the specialist does not find asolution, the specialist completes theincident request registration and savesthe record.The incident request is assigned to anassignment group as specified in thetemplate.

Francie Stafford receives Joes call and,using the BMC Remedy IncidentManagement Best Practice view, createsa new incident request record from theapplicable template.

Specialist The specialist accepts the assignment:On the Incident console, the specialistsearches for incident requests that areassigned to his support group, but not toan individual.The specialist opens the customer'sincident request and assigns it to himself.In the work details, the specialistspecifies that the incident request isbeing handled according to theemergency change protocol.

Ian Plyment is a specialist working forthe support group that supports Joescompany. Ian searches for all open,unassigned incident requests for hissupport group. Joes incident request isone of the records found by the search.Ian opens the record and accepts theassignment.Ian investigates Joes incident requestand determines that his data port isbroken. The fix requires an emergencychange. Ian contacts Allen Allbrook, theowner of the affected service, to tell himthis incident request requires anemergency change. Ian also notes this inthe Work Detail tab of the incidentrequest.Allen analyzes the risk and impact of theemergency change request and thenauthorizes Ian to implement theemergency change.

Specialist The specialist implements the changeand records all work in the incidentrequest. The specialist contacts thecustomer to verify that the affectedservice has been restored. The specialistcloses the incident request.

After the change is implemented andverified, Ian closes the incident requestand asks Mary Mann, the changecoordinator, to register a change for thisemergency change. This ensureseveryone can see what was changed, incase the emergency change causesincidents to occur. This also makes sureAllen, the service owner, is informedand BMC Atrium CMDB is updated.

User scenarios



Change coordinator The change coordinator