Remedy Tool Introduction

Michigan Administrative Information Services

Service ManagementRemedy Tool Sneak Peek

October 10, 2007

Service Management …Great People Great Process Great Service

Remedy Tool Introduction

Chris Campbell, ISPS, provided Tech Talk participants with a sneak peek at some of the cool tool features in Phase I - Incident and Problem Management

Features discussed were:o Link between Incident Management and Knowledge Management moduleso Creation of Parent/Child relationships between incidentso Availability of templates and routing rules to facilitate creation of incidentso Ability to associate other incidents and known errors to current incidents to

facilitate resolutiono Automatic links to established service requirements (i.e., OLAs/SLAs)o Simplified incident categories with automatic population of fields to save time

when entering incident informationo Ability to divide a problem into individual tasks that can be independently

assigned to multiple Tier 2 staffo Automated notifications to incident owners and assignees


Remedy Tool Introduction (cont’d)

The focus for the demo was on the Phase I components.

o Incident Management

o An introduction to Problem Management

o The touch points for Knowledge Management and Service Level Management

o So without further ado, let’s begin!


Remedy IT Home Page

Upon opening the tool, you are presented with the Remedy Home page

The tool provides a console for each application (i.e., module) in the tool suite


My Console with Assigned Work

The Overview console displays a listing of all your assigned tasks at a glance

Tasks appear in color and which indicates that they have associated OLA or SLA requirements:

o Green indicates compliance with the specific OLA/SLA requirements

o Red indicates non-compliance


Incident Template Dialog Box

The goal is to have templates available for frequently reported incidents to facilitate creation of an incident

o Have the ability to verfiy that you are using the correct template


Classification Page

At the top of every panel there is an orange bar that tracks lifecycle status so you can identify the current lifecycle stage

The assigned classification (i.e., Service Type) along with product categorization drives the routing of the incident/problem throughout the lifecycle

There are currently three service types:o User Service Restoration – assigned when a call is received by the Help Desk related to some type of problem such as slow performance, processing errors, etc.o User Service Request – assigned when a call is received by the Help Desk that is not related to a problem but is simply a request for informationoInfrastructure Event – assigned to

Unicenter events by TIO Operations

When entering customers, have ability to search by empIID or name


Assignment Page

All MAIS staff and customers will be in the system

Can assign an incident to a group, or an individual within a group

Once an assignment has been made, all assignees receive e-mail notification


Select Assignment Group Dialog Box

Currently there are two options:

o MAIS Help Desk

o TIO Operations


Owner Group Options

Listing of Owner Group options


Service Level Management (SLM) Page

If an incident has associated OLA or SLA requirements, you can view status, milestones, escalation details

The SLM Status is displayed in the upper right corner of every page

o Green indicates compliance

o Red indicates non-compliance


Incident Matching Dialog Box

Provides integration between incidents, problems, and known errors

Ability to relate an incident to a problem or known error

For recurring problems, there is one primary incident

o When others enter related incidents, the user creates the association and the system automatically tracks the incidents


Create Incident Dialog Box

Example of Incident Creation options


Known Error Details

Provides details about Known Errors


Relationships Page

System displays related incidents or problems

Ability to relate an incident to a problem or known error


Relationship Page with Status Options

Example of available status options


Resolution Details Page

Displays detailed information about the resolution of an incident or problem

To enter a resolution for an incident or problem, the system requires a status reason to be entered

o The resolution for the parent incident is automatically copied to the child incident record

o As soon as a known error is resolved, the system will notify the owners of any associated incidents

Ability to search for knowledgebase entries from previous incidents and use the results to resolve the current incident


Naming Contest Specifics

The name should:

o Reflect the purpose of the tool

o Be short (less than 30 characters)

o Be easy to remember

Who's are the Judges?

o Bill Wrobleski, Andrea Stevens

Deadline for Submission:

o 5:00 p.m., October 24, 2007

Prize for Winning Submission:

o $25 Gift Card

Documents

Remedy Tool Introduction