Overview Remedy Tool2

© 2008 IBM CorporationSlide 1

AZOA Overview of the Remedy Tool

Module 1 – Introduction

Module 2 – Remedy tool overview

Module 3 – Navigating the Remedy tool

Module 4 – Working in Remedy

Module 5 – Conclusion

Agenda



Introduction

This course provides an overview of the Remedy tool and its many features.

Utilizing the practical functions of the tool will help you perform day-to-day tasks efficiently.



Course objectives

After completing this course, you should be able to do the following:

Navigate the Remedy tool to access information you need to perform your job functions

Access tool and personal preferences

Identify the primary functions available within Remedy

Use different methods to create and search for records

Create Reminders




Module 2 – Remedy tool overview

Module 3 – Navigating the Remedy tool



Agenda



Module objectives

After completing this module, you should be able to do the following:

Explain some day-to-day changes

Describe components of Remedy, including

- System Console- Request forms- Process Flow Status bar



What kind of day-to-day changes will I see?

Terminology Help Desk is now called Service

Desk.

User Requests are now called Service Requests.

Every event that causes an interruption in services is an Incident. Not all Incidents are tied to an interruption.

User requests and problems (in our old terminology) are now called Incidents.

A Problem is one or more Incidents with an unknown common cause.

All elements of the IT infrastructure are defined as Configuration Items in a Configuration Management Database.

Executive Support is now VIP.

Tool Remedy Tool replaces previous tools

(HelpNow, ManageNow Problem and Change, HP OpenView, and so on).

GSMRT allows reporting and monitoring of service level attainment and trends as well as ad hoc reporting.

White Board is now called Broadcast in Remedy.

Work Info in Remedy is like Add Note in ManageNow and Information Updates in HPOV, and Work Info in Remedy is like Attach a Ticket in TSE/Tivoli Service Desk.

Impact: 1-Extensive/Widespread, 2-Significant/Large, 3-Moderate/Limited, 4-Minor/Localized

Urgency: 1-Critical, 2-High, 3-Medium, 4-Low

Priority: 1-Critical, 2-High, 3-Medium, 4-Low



A common interface

The Remedy tool provides a single, common interface for locating, creating, and changing records related to problems, incidents, changes, releases, knowledge, and assets.



Navigation options

The applications within the Remedy tool have easy navigation and access options. This ease is achieved through the use of the IT Home page and a navigation pane on the left side of the Support Consoles and the main application forms.

IT Home Page Navigation Pane



Support Consoles

Incident Management application



The Overview Console

An additional feature, known as the Overview Console, is available. The Overview Console allows users to see all requests assigned to them, regardless of the type of request (Incident, Problem, Change, or Task).



Remedy forms

Incident Request form

Problem Request form

IMAC Change Request form



Incident Request form

Header section

Relevant Tabs



Problem Request form

Tabs

Header section



IMAC Change Request form

Tabs

Header section



Incident Management Process Flow Status bar



Problem Management Process Flow Status bar



IMAC Change Management Process Flow Status bar




Module 2 – Remedy Tool Overview

Module 3 – Navigating the Remedy Tool



Agenda



Module objectives


Navigate the Remedy tool to access information you need to perform your job functions

Access the tool and personal preferences




Accessing Remedy

To access Remedy applications, you log in to the Remedy tool. A user can access Remedy via the following two methods:

From a workstation

Through a Web browser

The method you will use to access Remedy will depend on the group (or groups) that you belong to, and the role that you play within those groups.

Only the Service Desk uses the workstation. All other users will access Remedy through the Web browser.



Logging in – Using the Web

Resolvers access Remedy via the Web by using a Web address.

1. Open your Internet browser.

2. In the browser’s Address bar, type the Remedy Web address provided by the AZOA Remedy team.

3. Type your User Name and Password; then click Log In.



Logging in – Using the workstation client

2. Type your User Name.

1. Click Start Programs BMC Remedy.

3. Type your Password.

4. Click the OK button.



Remedy Consoles

Click the appropriate Console link to access the tool.



Using the navigation pane

Click the blue twisties to expand or collapse any of the views or functions.

When you select a view or function, either the main window changes or a new window opens.



Setting Personal Preferences – Workstation Client

Users accessing Remedy via the Workstation Client may be allowed to customize the following options:

Automatically maximize the Remedy windows when they open

Control the number of records that display in the Recently Used Lists

Display a confirmation message after a new record has been saved



Maximizing Remedy windows

Setting Personal Preferences – Workstation Client (continued)

1.Click the Maximize BMC Remedy User and Maximize Window check boxes to automatically maximize screens when they open.

2. Click the OK button to save your changes.

With the IT home page displayed, click Tools Options General.




The Recently Used List enables you to return quickly to a form, request, or entry point that you have recently accessed. To use the Recently Used Lists feature:

1. Click File from the menu bar at the top left of your screen.

2. From the displayed menu, select the appropriate Recent option. After you have made your selection, a list of items for that option will display.

3. From the displayed list, click the form or request that you want to open. It will immediately be opened on your screen.




1. Click the arrows in the Number of Items in Recently Used List field to increase or decrease the number of records displayed.


With the IT home page displayed, click Tools Options General.

Modifying the Recently Used List option




Confirmation pop-up option

1. Select the After Creating a New Request check box.


With the IT home page displayed, click Tools Options Confirmation.



Additional preferences

There are several settings you can use within Remedy to set up both the Client and Web tools to make your work easier.



Additional preferences (continued)

1. Click Select Status Values. The Select Status Values window opens.

2. Select the desired search criteria.

3. Click the OK button.

Filtering your assigned work



Additional preferences (continued)

1. Click the Application Preferences link.

The Application Preferences window opens with four tabs for Incident Management, Change Management, Problem Management, and Asset Management.

Additional application preferences

3. Click the Save button.

2. Click the desired tab and populate the desired fields.



Accessing Other Applications

1. Click the Other Applications link to expand the list of applications.



Overview of the Support Consoles

Support Consoles act as the primary information point for users in Remedy.



Navigation Pane

My Console

Assigned Work table

Details and Tasks tabs Work Info

Quick Actions

Title BarCommon Console elements



Modifying Assigned Work table display

1. Left mouse click and drag…

2. ...and drop.

Green column divider bar








Agenda



Module objectives


Create new records

Search for information

Print a record

Create a Reminder



Creating a record: Method 1 – Create button

1. Click the Create button.

The Select Request Type dialog box displays.



Creating a record: Method 1 – Create button (continued)

2. Click the arrow and select the desired Request Type.

3. Click the Select button.



Creating a record: Method 2 – New Incident option

1. Click the New Incident option from the General Functions menu.

A new window opens with a blank Incident Record.



Creating a record: Method 2 – New Problem option

1. Click the New Problem option from the General Functions menu.

A new window opens with a blank Problem Record.



Creating a record: Method 3 – New IMAC option

1. Click the New IMAC option from the General Functions menu.

A new window opens with a blank Change Record.



Search functionality

Remedy allows you to search for information in a variety of ways:

Support Console

- Using groups

- Navigation pane links

- Search criteria

- Free-form search criteria Overview Console



Support Console - Using groups

Select My Groups Show All

Show Unassigned

All My Groups Show All

Show Unassigned



Support Console - Navigation pane links

Use the Search links in the left navigation pane.



Support Console - Navigation pane links (continued)



Support Console – Using Search Criteria section

Use the Search criteria fields.Each console has specific search criteria fields.



Support Console – Using Search Criteria section

Use the Search criteria fields.Each console has specific search criteria fields.

Use Advanced Search to create free-form search parameters.



Overview Console

1. Click the Search button.

2. Click the drop-down menu and select the desired Request Type.

3. Click the Select button.



Printing a record

2. Click the arrow in the Quick Actions field and select Print.

1. Click the record that you want to print.

3. Click the Execute button.



Reminders

Reminders enable users to create notes for themselves and others. When creating a Reminder, you can specify its distribution to individuals or groups. Reminders will be sent by e-mail.

You can create generic Reminders, or you can create Reminders that are associated with a specific request.

Reminders are accessed from the navigation pane of the Support Console.

When you open the Reminders window from the Support Console Reminder quick link, you can view all Reminders that you have created.

1. Click the Reminders option under General Functions.



Creating a Reminder

Notify (Required) Individual or Group

Recipient (Required)

Network Login – System Generated

Time (Required) By default, the current date and time

1. Click the Create Reminder tab.

2. Click Save to save your reminder.

Subject (Required) The topic for the Reminder








Agenda



Summary

During this course, we described several features and functions of the Remedy tool that allow you to accomplish daily activities.

The applications within Remedy have easy navigation and access options.

Application-specific consoles optimize the workspace and allow you to view key request data without opening the request.

A variety of forms available within the Remedy tool enable the capture and visibility of key data elements.

The Process Flow Status bar is available in the Incident Management and Problem Management Consoles and is also used by the IMAC Coordinator to help move Incidents and Problems through the life cycle.

Remedy enables you to perform such activities as creating records, locating existing records, working with or updating records, assigning work, and communicating through Reminders.



Overview of Remedy – Additional resources

For more information, view the AZOA Training Web Site.



Conclusion

This concludes the AZOA Overview of the Remedy Tool course.

You should now be able to do the following: Navigate the Remedy tool to access information you

need to perform your job functions

Access tool and personal preferences


Use different methods to create and search for records

Create Reminders



Trademarks

IBM, the IBM logo, and ibm.com are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol (® or ™), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published.

Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at www.ibm.com/legal/copytrade.shtml.

AZL, Allianz of America, Inc., and FFIC (Fireman’s Fund Insurance Company) are registered trademarks of Allianz Group of North America in the United States, other countries, or both.

Other company, product, or service names may be trademarks or service marks of others.

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Overview Remedy Tool2