BMC Remedy ITSM Reference
BMC Remedy ITSM Reference: Establishing Foundation Data in Remedyforce encompasses elements that connect various ITSM aspects within the system. Essentially, it serves as the cornerstone for getting Remedyforce up and running efficiently. At its core, foundation data facilitates incident and self-service record categorization, streamlining routing, data mining, and report generation. This allows for extracting Critical Success Factors and Key Performance Indicators.
Incident and Problem Management: BMC Remedy ITSM Reference
When it comes to Incident and Problem Management, Categories play a crucial role. These classifications help group and track tickets for reporting purposes. Employing category types and parent-child relationships aids in organizing tickets across incident, service request, problem, and change areas. A note of advice: simplicity often trumps complexity when designing categories.
Impact & Urgency and Priority
Impact & Urgency and Priority data are pivotal in determining incident addressing order. Priority assignment, based on escalation rules, relies on these factors. An incident’s priority hinges on its assessed impact and urgency. Urgency reflects the speed of resolution needed, while impact gauges the incident’s extent and potential damage. These factors are pivotal for assignment, reporting, and escalation. It’s wise to thoroughly review your urgency and impact matrix, including guidelines for escalation.
Incident Recording, Matching, and Routing
The incident lifecycle entails recording, matching, and routing. Utilizing tools such as CTI, Chat, and Remote Assistant enhances resolution capabilities. Efficiently matching incidents, routing them, and resolving issues form essential steps in the process.
CTI, Chat and Remote Assistant tools
Change and Release Management for BMC Remedy ITSM Reference
Change and Release Management necessitate prioritization, categorization, and tracking of Change Requests. Prioritization involves planning after thorough testing and implementation plan are complete. Scheduling involves referencing the change calendar for the least disruptive time for implementation without conflict to other changes. Understanding the related Configuration Items’ impact is vital. Visualizing changes on the calendar, recording post-release reviews, and using templates streamline the process.
Prioritize and categorize Change Request
Show impact of the related CI in the Change Request
Configuration Management Foundations Support Remedy ITSM
Creating an IT asset repository provides needed guidance to what is running where and who owns it. For Ticket management Configuration Management provides important upstream and downstream dependencies on infrastructure, applications, and configuration data is paramount. Relating incidents and changes to infrastructure, along with contextual information, ensures a holistic view of the environment.
Configurations in the IT Asset Repository should match what is in production. Therefore, it is important to maintain this system of record, reference.
Agents should reference CMDB explorer, and Improve Configuration Management when handling Incident, Change, and Problem Management Tickets. Managing services’ lifecycles, dependencies, and statuses requires attention. Service Dependency View and SmartViews enhance understanding, while agentless discovery aids in identifying resources.
Service dependency view and smartviews
Managing the lifecycle and status of services
BMC Helix Remedyforce Client Management
Self Service and Request fulfilment in BMC Remedy ITSM Reference
BMC Helix Remedyforce Client Management empowers self-service and request fulfillment. Users can interact with the IT Knowledge Base, request services, and track incidents and requests. Efficient request processing and fulfillment, along with status updates, streamline user engagement.
Open, close and track status of incidents and service requests
Request processing and fulfilment
Knowledge Management to improve BMC Remedy Self Service Experience
Leveraging the Knowledge Base to resolve incidents, managing knowledge articles, and facilitating feedback loops contributes to continuous improvement.
Creating a knowledge article from an incident
Providing feedback on a knowledge article
Reporting and SLA Management to measure and improve BMC Remedy ITSM Reference
Setting priorities drives Service Level Agreements (SLAs) for various incident categories. Beginning with Response and Resolution times is recommended. Access to out-of-the-box reports and real-time dashboards enhances monitoring capabilities.
Availability of out of the box reports
Processes and Workflow Design
Employing Process Builder for workflow automation, utilizing out-of-the-box workflows for services like knowledge centers, and designing streamlined processes contribute to efficiency gains.
Other Resources
- Healthcare IT Remedy to ServiceNow Migration
- Knowledge Management Categorization
- Healthcare IT terms: An essential glossary | CIO
- Security and IT Glossary
ITSMF -IT Service Management Forum- Chicago IL | Groups | LinkedIn