Siemens IT Solutions and Services South Africa (Pty) LTD ITSM 7.6.4 Training Manual

BMC Remedy ITSM 7.6.
4 User Training Manual

BMCRemedyITSM7.6.4 UserTrainingManual

Siemens IT Solutions and Services South Africa (Pty) Ltd
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Tableofcontents
LOGGING INTO REMEDY USER VIA THE WEB ......................................................................................................... 5 LOGIN ................................................................................................................................................................................... 5 OVERVIEW OF HOME PAGE BUTTONS (SERVICE DESK) ........................................................................................................ 7 Customising your Home Page ......................................................................................................................................... 7 How to access ITSM modules and applications .............................................................................................................. 9 OVERVIEW OF THE ITSM 7.6 SUITE ........................................................................................................................... 10 APPLICATION ADMINISTRATION CONSOLE .......................................................................................................... 11 RESETTING PASSWORDS ..................................................................................................................................................... 11 WORKING WITH THE OVERVIEW CONSOLE.......................................................................................................... 12 SEARCH OR CREATE RECORDS FROM THE OVERVIEW CONSOLE.......................................................................................... 13 USING THE VIEW BY BUTTON ........................................................................................................................................... 14 INCIDENT MANAGEMENT ........................................................................................................................................... 15 INCIDENT MANAGEMENT PROCESS.......................................................................................................................... 15 INCIDENT MANAGEMENT CONSOLE ........................................................................................................................ 15 KPI TAB ON THE INCIDENT MANAGEMENT CONSOLE ........................................................................................................ 16 OPENING THE INCIDENT REQUEST FORM ............................................................................................................................ 18 Quick Actions................................................................................................................................................................. 18 Submitting an Incident................................................................................................................................................... 19 To create an incident request record using the Best Practice view............................................................................... 20 Adding or modifying a customer profile ........................................................................................................................ 27 First Call Resolution ..................................................................................................................................................... 27 Re-assigning Incidents................................................................................................................................................... 30 Recording Effort and Time Spent on an Incident........................................................................................................... 31 WORKING WITH TASKS ....................................................................................................................................................... 34 Adding tasks using task templates ................................................................................................................................. 34 Creating ad hoc tasks .................................................................................................................................................... 35 Accepting task assignments ........................................................................................................................................... 36 SLM Status..................................................................................................................................................................... 37 USING THE NAVIGATION PANE BUTTONS ............................................................................................................................ 38 View Audit log ............................................................................................................................................................... 38 Financials...................................................................................................................................................................... 38 Categorizations.............................................................................................................................................................. 39 Reminders...................................................................................................................................................................... 40 Email system.................................................................................................................................................................. 40 Paging ........................................................................................................................................................................... 41 Decision Trees ............................................................................................................................................................... 42 Scripting ........................................................................................................................................................................ 42 Siemens IT Solutions and Services South Africa (Pty) Ltd Page2
Impacted Areas.............................................................................................................................................................. 42 Assignment Scripting ..................................................................................................................................................... 42 Advanced Searches ........................................................................................................................................................ 42 RESOLVING AN INCIDENT ................................................................................................................................................... 43 CLOSING AN INCIDENT........................................................................................................................................................ 44 FILTERING RECORDS ..................................................................................................................................................... 45 FILTERING OPTIONS ON THE INCIDENT MANAGEMENT CONSOLE ....................................................................................... 45 SERVICE TARGET TIME RENEGOTIATION ............................................................................................................. 46 HOW TO LOG AN IMACD CALL ................................................................................................................................... 46 ROLES IN CHANGE MANAGEMENT...................................................................................................................................... 48 The Requester ................................................................................................................................................................ 48 The Change Manager .................................................................................................................................................... 49 The Change Coordinator............................................................................................................................................... 49 The Task Implementer ................................................................................................................................................... 49 Change Approvers and the CAB.................................................................................................................................... 49 LIFE CYCLE OF CHANGE MANAGEMENT ............................................................................................................................. 50 THE NORMAL LIFE CYCLE OF A CHANGE REQUEST CONSISTS OF FIVE MAJOR STEPS: ........................................................... 50 STAGES AND APPROVAL PHASES OF A CHANGE REQUEST (STATUSES) ................................................................................ 52 Review Phase................................................................................................................................................................. 52 Business Approval Phase............................................................................................................................................... 52 Implementation Phase ................................................................................................................................................... 53 Close down approval Phase .......................................................................................................................................... 53 Final Review Complete Phase....................................................................................................................................... 53 STATE TRANSITIONS OF CHANGE REQUESTS ........................................................................................................................ 54 Additional status values for change requests ................................................................................................................ 55 CREATING A CHANGE REQUEST ......................................................................................................................................... 55 Change Management Console and its Functional Areas............................................................................................... 56 Initiating a Change Request .......................................................................................................................................... 56 SEND CHANGE FOR APPROVAL ........................................................................................................................................... 61 Approval Phases............................................................................................................................................................ 64 Approving using the Approval Central.......................................................................................................................... 66 Using the Process Flow Status bar to approve requests ............................................................................................... 67 PLANNING AND SCHEDULING ............................................................................................................................................. 68 IMPLEMENTING THE REQUEST ............................................................................................................................................ 72 CLOSING A REQUEST .......................................................................................................................................................... 73 VIEWING THE AUDIT LOG ................................................................................................................................................... 74 USING THE CHANGE CALENDER ......................................................................................................................................... 75 Filtering options on the Incident Management Console................................................................................................ 79 Searching all records..................................................................................................................................................... 79 Save Searches ................................................................................................................................................................ 80 Siemens IT Solutions and Services South Africa (Pty) Ltd Page3
Recall Saved Searches ................................................................................................................................................... 81 Web Reporting ............................................................................................................................................................... 81
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LoggingintoRemedyUserviatheWeb Note: Enteryourusernameandpassword,andthenclickLogin.ThisbringsyoutotheHomePagesee HomePage. YourARSystemusernameandpasswordarespaceandcasesensitive.
Login YoustartRemedybyclickingonthestartbuttonofyourcomputer. ClickontheProgramsoption,selecttheActionRequestSystemvalueandthenyouclickontheBMC RemedyUserIcon. ThisopenstheRemedyUserTool,wherebythelogindetailsaredisplayed.Thetwofieldsdisplayed aretheUsernameandPassword.Fillinbothfieldsandclickontheokbuttontoaccessthesystem.
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1. WhenyouusetheRemedyapplicationforthefirsttime,youwillbepromptedtochangeyour passwordtoonethatsuitsyou. 2. Ontherightuppersideofthescreen,youwillfindthechangepasswordbuttonforfuture purposes. 3. Youneedtofillinyourcurrentpasswordandthenselectanewpassword. 4. Youarerequiredtoconfirmyournewpasswordbyretypinginthenewpassword. 5. Clickonsavetoconfirm 6. Thesystempromptsyouwiththenote:Yourpasswordhasbeenchanged. 7. ClickonOKtodismisstheconfirmationnote. 8. Thesystemopensthehomepage Ontherighthanduppercornerofthescreen,youwillseethelogoutbutton.Itisimportanttologout tofreethefloatinglicenceyouareusing.Ifyoudonotlogout,thelicensewillbeheldforanhour andyouwillpreventanotheruserfromworking. Onthelefthandsideofthehomepagethereistheapplicationslist.
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OverviewofHomePageButtons(ServiceDesk) ThelistofEntrypointsontheHomePagewilldifferwitheachprofileorsetofpermissionsyouhave. 1. ApprovalCentralUsedbyApproversofaChange 2. ApplicationAdministrationConsoleConfigurationdetail 3. ConsolesPrimarylinksfromwhereallotherconsolesyouhavepermissiontowillbeaccessed. OnceyouareloggedintoRemedy,youaremetwiththeHomePage.(Theoutoftheboxlanding pointisaviewofallyourcallsviaaviewoftheOverviewConsole.
YoucancustomiseyourownHomePagewithupto4separatewindowstodisplayanynumberof graphsortables.Thiscanbechangedandupdatedatanytime. CustomisingyourHomePage 1. Clickonthe+button(addcontenttoLayoutbutton)inthetoprighthandcornerofyouHome page
2. ThiswilladdfouradditionalwindowstoyourHomePagelayout.
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3. FromtheShowdropdownbuttonsyoucannowselectthecontenyouwanttoaddtoyour homepage.(Thecontentshowisavailableleoutofthebox,andadditionalviewscanbe generatedbyyouRemedySpecialist)
4. Afterselectingcontentforyoufourdifferentscreens,youcaneditatanytime.Youcanalso removeandaddwindowsatwill.(Fouristhemaximum)
5. PleaseremembertoSAVEyourpreference.Availablealsointhetoprighthadncorner.
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HowtoaccessITSMmodulesandapplications 1. InthelefthandcornerofyourHomePagescreenyoucanmaximiseyouraccesspointmenu byclickingontheApplicationstab.
2. Fromhereyoucanaccessallthemodulesyouhavepermissionto.
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OverviewoftheITSM7.6Suite The BMC ITSM suite consists of five applications that are integrated with one another but can also functionontheirown. Theseare: BMCRemedyAssetManagement BMCRemedyChangeManagement BMCRemedyProblemManagement BMCRemedyIncidentManagement BMCRemedyITServiceLevelManagement BMCRemedyReleaseManagement BMCRemedyServiceRequestManagement These applications help you to manage your IT assets, activities and processes, as well as handle customerrequests. The BMC Remedy Asset Management assist you in tracking and managing your Configuration Items, where the BMC Remedy Change Management assist in implementing, creating and managing your companyschangeitemsandrequests. BMC Remedy Incident Management and BMC Remedy Problem Management (Also known as the Service desk), is used to track and manage any interruptions (Incident Management) in the organization. You use the BMC Remedy Problem management to proactively prevent the occurrence of such incidentsorerrorsandotherproblems.WithBMCRemedyProblemmanagementyoucaninvestigate and determine the actual root cause of the interruption in your organization. You can then initiate actions to correct these problems. With BMC Remedy IT Service Level Management is used to review,enforceandreportonthelevelofserviceofanITorganization. TheapplicationsintheITSMsuiterunsonARSystemServer7.0orhigheranditalsoshareacommon database.
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ApplicationAdministrationConsole ResettingPasswords
1. OpentheApplicationAdministrationConsole,andusetheCustomTab. 2. ClickonPeople,ResetPasswordstoopenthePasswordConsole. 3. Starttheresettingprocessbytypinganewpasswordandfollowingtheonscreenprompts.
Pleasenotethatinordertochangeanotheruserspassword,youwouldneedtheSECURITY permissionaddedtoyourpeopleprofile.
WorkingwiththeOverviewconsole The Overview console is the primary interface for support staff. It provides quick access to the information you need and to the procedures that you perform most often. Please note that all the functionality of the Overview Console is NOT available from the view on your IT Home Page. This is just a view of the Overview Console. In order to access all the functionality, go to Foundation Elements,andthenOverviewConsole.
Navigationpane AssignedWork area Providesdisplayfilters,linkstofunctionality. The Assigned Work table lists different types of records. The types of records thatyoucanselectdependontheBMCRemedyapplicationsthatareinstalled. Eachtypeofrecordisidentifiedbyaspecificprefix: CRQ TAS INC PBI PKE SDB PR Identifieschangerequests. Identifiestasks. Identifiesincidents. Identifiesproblems. Identifiesknownerrors. Identifiessolutiondatabaseentries. Identifiespurchaserequisitions.
RefreshButton
RLM Identifiesreleaserequests Afteryoucreateormodifyarecord,clicktheRefreshbuttontoseethelatest

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changesintheAssignedWorktable. SearchorCreaterecordsfromtheOverviewconsole FromtheOverviewconsole,youcancreateorsearchrecordsfromthevariousITSMapplications installedonyoursystem.Thetypesofrecordsyoucancreateorsearchdependontheapplications youhaveinstalled.
1. ToSearch/CreateontheOverviewConsole,ClickontheSearchforTickethyperlinkorthe Createbutton. 2. TheSelectRequestTypedialogboxappears. 3. FromtheRequestTypelist,selectthetypeofrecordforwhichyouwanttosearch/create. 4. ClickSelect. 5. Asearchformappropriatetothetypeofrecordforwhichyouaresearchingappears. 6. EntersearchcriterianeededtosearchtherecordontheopenedITSMmoduleform. YoucanalsousetheViewByandCompanyfieldsatthetopoptheOverviewConsoletofilterthe callsyouseeinyouroverviewconsole.(ByhavingtheCompanyfieldblank,thatwillshowALLthe companiescalls)
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UsingtheViewbybutton Viewby field TheconsoleviewfieldspopulatetheAssignedworkarea: All Submittedby Me AssignedtoMe Assignedtomy selectedgroups Showsalltherecords Showsallthecallsthatwereloggedbyyou. Allthecallswhereyouaretheassignee Allthecallsassignedtoyourselectedsupport groups(youcanfiltertoviewonly1outofyour4 groupsforexample) AssignedtoAll MyGroups Showsallthecallsassignedtoallthesupportgroups youbelongto
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IncidentManagement
IncidentManagementProcess
IncidentManagementConsole
FunctionalAreas: NavigationPaneQuickoverviewontheIncidentcounts,DefinedSearchesandfunctionality IncidentConsoleareaShow,FilterByandadditionalfilterstofiltertheresultsintheIncidentsTable IncidentsTableRequestsassignedtoyou IncidentDetailandTasksDetailofthehighlightedrequest
NavigationalPane: IncidentCountsUnopened,Unassigned,Unacknowledgedand Functions: Breached DefinedsearchesYoucanrunaseriesofpredefinedsearches NewIncidentCreateanewincidentrequestrecord SearchIncidentSearchthedatabaseforcurrentincidentrequest records MyProfileVieworedityourprofile ApplicationPreferencesSetyourapplicationpreferencesand application options. RemindersViewandcreatereminders ReportsCreateandruncustomreports,aswellasoutofthebox Crystalreports,oranyotherreportsthatwasdevelopedforyour company ManageCIsSearchforinformationaboutspecificCItypesandgives youaccesstotheCIrecords. ManageInventoryAccesstheManageInventoryformofBMC RemedyAssetManagement. KPIsHereyoucanviewor KPITabontheIncidentManagementConsole
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Click the KPIs link under the Functions Menu to select and to view the incident management flashboards.Inthenavigationalareayoucanselect. You can drill down to see the actual requests in a modify window. You might not have modifying rightsontherequests,butyouwillbeabletoviewtherequests.
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OpeningtheIncidentRequestform QuickActions ViewBroadcastviewanynewbroadcasts submitted AssigntomeAssignstheIncidenttocurrent user AutoassignFollowtheassignmentrules BroadcastIncidentBroadcastsahighpriority incident(Youneedafunctionalroletobroadcast) Createrelationshipto
CreateRelatedRequestCreatearelatedITSM request(Incident,Change,Problemetc) CustomersIncidentsDisplayalltheopen incidentsofthecurrentuser/client/customer) IncidentMatchingmatchcurrentincidentwitha previousrecordedincident.Youcanalsorelated duplicatesfromhere. ProcessOverviewViewtheincident managementprocessasadiagram SelectOperationalandSelectProductthe submittercanselectoperationalandproduct categorizationsfortheIncident
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SubmittinganIncident
FieldName IncidentID Company Service Requirement Thisistheuniquenumberthatisassignedtoeachandeveryrecordlogged. Companythecallisloggedfor Here a service CI can be related. What service (i.e. Payroll is affected by an outageforexample.) Note:ThisfieldcanbemadeoptionalontheIncidentsRules,dependingon companyrules. CI What CI, linked to that specific service, is responsible for the outage (if known). Impact The combination of the value selected in Impact field and Urgency will set theValueforPriorityfield. Only Service Desk and Service Management team are to have permission to changethisfield. When this field is changed by the Service Desk (after submit), a Work Info entryPriorityChangemustbeautocreated.
FieldName Urgency Priority
Requirement OnlyServiceDeskaretohavepermissiontochangethisfield. The valued selected in Impact field and Urgency field will set the value for thePriorityfield.
IncidentType
UserServiceRestoration.Usethisservicetypefortypicalservice restorationrequests(forexample,arequesttorestoreprinting services). UserServiceRequest.Usethisservicetypeiftheincidentrequestisa simplequestionorarequestforinformation(forexample,arequest forhowtoinformation). InfrastructureRestoration.Usethisservicetypeiftheincident requestismorefocusedontherestorationofinfrastructureservice. Typically,thesetypesofincidentrequestsarereportedbysystem managementtools(forexample,ifanincidentisdetectedonapiece ofnetworkinfrastructurebysystemmonitoringsoftware). InfrastructureEvent.Usethisservicetypewhenasystem managementtoolregistersaneventthatdoesnotrequire infrastructurerestoration.
TocreateanincidentrequestrecordusingtheBestPracticeview 1. OntheIncidentconsole,clickCreateortheNewIncidentoptiononthenavigationpane.
2. 3. SelectthecompanyfromtheCompanylist. IntheCustomerorContactfieldonthenewIncident Requestform,typetheCustomersorthecontacts information.Note:Makesurethecustomersprofile hasanemailaddress. DependingonhowtheCustomerandContactfields areconfigured,youcansearchforacustomerbased onCorporateID,FirstName,LastName,Internet Email,orPhoneNumber. Clickingtheplusbutton(+)totherightofthe CustomerandtheContactfieldsopensthePeople form,whereyoucancreateacustomerprofilerecord,ifonedoesnotexist.Theminus
button()totherightoftheCustomerandtheContactfieldsclearsthefieldscontents.Itdoes notdeletethecustomerprofile. 4. TypetheincidentrequestdetailsintheNotesfield.
5. TypeabriefdescriptionintheSummaryfield.Inthetemplatefield,selectthetemplateyou areusing. 6. SelecttheCIfromtheCIlistwhereapplicable.IFthereisnoCIrelatedtotheuser,youcan alwayscreateanormalCIrelationshiptotheIncident. 7. OncetheCIhasbeenselected,youneedtoselecttheProductandtheOperational Categorisation.ThisisavailablefromtheQuickActionsmenutotheleftoftheincident screen.
ClickonSelectOperational.Thefollowingwindowwillappear.
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Youcansortthelist,orusethekeywordsearchtoselectthecorrectoperational categorisation.Highlighttheoneyouwanttoselect,andclickonselect. ClickonSelectProductCategoristion.Thefollowingwindowwillopen:
Youcanusethe3tierdropdowntonarrowyourresultslist,oruseakeywordsearch. Highlighttheproductcategorisationyouwanttoselect,andclickonselect. Tocheckyourcategorisations,orasanalternativemenasofinputtingtheinformation,under thelinkstab,clickonCategorisation.
Thefollowingwindowwillopen:
9. SelectvaluesfromtheImpactandUrgencylists.
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10. 11.
SelecttheincidenttypefromtheIncidentTypelist. Assigntheincidenttoaspecificsupportgrouporvendorgroup,whicheverisapplicable.You canalsousethetypeaheadfunctionalitywhenselectinganassigneegroup.
12. TheWorkDetailtab ClickSave.
TheWorkInfoformisusedtoinsertregularupdatespertainingtotheincident.
FieldName Notes
Description Freetextfieldwheredetaildescriptionoftheworkinfocanbe captured
Attachment1,2and3 Attachments Locked
Anyelectronicfileformatcanbeattachedtotheworkinfo. Anyelectronicfileformatcanbeattachedtotheworkinfo. Ifaworkinformationentryhasbeenlocked,noonecaneditit afterithasbeensubmitted.
WorkInfoType
Dropdownmenuwhereyoucanselectwhattypeofnoteor additionalinfoyouareaddingtotheticket
ViewAccess
Internalonlyviewablebysupportorganisation Publicviewablebysupportorganisationandendusersthat haveaccesstotheapplication
Howtoaddaworkinfoentry 1. Opentheincidentrequestrecord. 2. OntheWorkDetailstab,clicktheCreateicon. 3. TypetheinformationintheNotesfieldatthebottomofthetab. 4. ClickthebuttontotherightoftheAttachmentfield. 5. TheAddAttachmentdialogboxopens. 6. ClickBrowseandthennavigatetothefileyouwanttoattach. 7. Selectthefile,clickOpen,andthenclickOK. 8. ThefilenameappearsintheAttachmentfield.
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TheRelationshipstab
Bydefiningandmaintainingrelationshipsamongrecords,youcancreateasophisticatedoverviewof theconnectionsandinterdependenciesamongthecurrentrecordandadditionalserviceissuesbeing trackedbyBMCRemedyIncidentManagement. Anincidentcanberelatedtoanyofthefollowingrecordtypes: Configurationitem Anotherincident Solutiondatabaseentry Release Knownerror Probleminvestigation CIunavailability Infrastructurechange
Siemens IT Solutions and Services South Africa (Pty) Ltd Figure 1 : Incident Form - Relationships
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Todefinearelationship 1. Opentheincidentrequestrecord. 2. IntheQuickActionsarea,clickthearrowbesideCreateRelationshipto.
3. Fromthemenu,selectthetypeofrecordtoyouwanttorelatethecurrentrecordto. 4. IntheSearchfieldofthedialogboxthatopens,typeasearchstring.Forexample,ifyouare creatingarelationshiptoanincidentrequestaboutaprinterthatregularlygoesoffline,you mighttypeprinteroffline.Thesearchscansmultiplefieldsineachrecordlookingfora match,andreturnsalistofrecordsthatcontainthephrase"printeroffline"inoneofthe scannedfields. 5. Fromthesearchresultstable,selectthespecificrecordtowhichyouwanttocreatethe relationship. 6. FromtheRelationshipTypelistatthebottomofthesearchdialogbox,selectthetypeof relationshipyouwanttocreate. 7. Createtherelationshipbyclickingtheappropriaterelationshiptypebuttonatthebottomof thedialogbox. TheDate/Systemtab Onthistabyoucanviewallthedatespertainingtotheincident.Also,whothesubmitterwas,who lastmodifiedtheincidentandwhotheIncidentOwneris.
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Addingormodifyingacustomerprofile 1. Beforeyoucanrecordanincident,thecustomermustbelistedinthePeopledatabase. CustomersareusuallyaddedtothePeopledatabasebyyouradministrator.However,ifa customerisnotlistedinthedatabase,youcanaddacustomersprofilefromtheIncident Requestform. 2. Youcanalsomodifythecustomerandthecontactphonenumberandsitedirectlyonthe IncidentRequestform.(Thisissubjecttocertainsystempermissions) 3. ToupdatethePeopledatabasepermanently,youcanopenthePeopleformfromtheIncident Requestrecord,asdescribedinthefollowingprocedure.Clickonthebuttonnexttothelarge
4. ToADDanewcontact,clickthesearchbuttontotherightoftheCustomerorContactfield
5. ToupdatetheCustomerorContactphoneandsiteinformation,clickthedoublearrowlink abovetheIncidentIDfield.Thistogglestoanareathatopensthesefields. 6. Clickthepenciliconbesidethefieldyouaremodifying.Intheresultingdialogbox,makethe requiredchanges.ClickOKtosavethechangesandtoclose. FirstCallResolution 1. Beforeyouassignanincidentrequest,determineifyoucannotresolvetheincidentyourself. Todothis,usetheBMCRemedyIncidentManagementsIncidentMatchingfeature,orthe BMCRemedyKnowledgeManagementapplication,oryourknowledgeoftheenvironment.
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2. Ifyouhaveaccesstoit,tolookformatching,orsimilar,incidentrequests,problem investigations,knownerrors,andsolutionentries.Youcanalsodofirstcallresolutionwithout doingtheabove,likeforexampleapasswordresettoasystemyouhaveaccessto. Ifyoucannotresolvetheincidentrequest,assigntheincidentrequesttoaspecialist.Thiswould beanormalassignmenttoasupportteamthatwouldhandlethatrequest.Ifthereareauto assignmentssetpup,youcanclickonAutoAssign,orsavetherequestwithoutandassignee group.Thiswillthentriggertheautoassignmentifitisavailable. IncidentMatching 1. 2. Openorcreateanincidentrequest. Useoneofthefollowingmethodstosearchforasolution: IncidentMatchingfeature.Tousethismethod,continuewithstep3 BMCRemedyKnowledgeManagementapplication.
3.OpentheIncidentMatchingdialogboxfromthequickactionsmenu. 4. Selecttheappropriatecheckboxestosearchforincidents,probleminvestigations,known errors,orsolutiondatabaseentries. 5. Tosearchusingtheincidentsoperationalcategorization,intheSearchByOperational Categorizationarea,clickCurrentOperation. 6. Tosearchusingtheincidentsproductcategorization,intheSearchByProductCategorization area,clickCurrentProduct. 7. 8. Tofurtherfilterthesearchresults,youcanspecifytheotherfieldsinthesearchcriteriapages. ClickSearch. Matchingincidents,probleminvestigations,knownerrors,andsolutionsappearinthe tabsatthebottomhalfofthedialogbox. 9. Toviewdetailsofamatchingrecord,performthefollowingsteps: a. Onthebottomhalfoftheform,clicktheappropriatetab,suchastheKnown Errorstab. Thistablistsmatchingrecords,suchasmatchingknownerrors. b. c. Selecttheappropriaterecord. Onthetophalfoftheform,clicktheappropriateSearchandSolutiontab,such astheKnownErrorSearchandSolutiontab,thenwithinthattabclickthe solutiontab,suchastheViewKnownErrorSolutiontab.
Thistabdisplaysdetailsoftheselectedrecord. 10. Ifthematchingrecordresolvesthecurrentincident,fromtheRelationshipTypelist,select Resolvedby. 11. Torelatetherecordandcopythesolutiontotheresolutionoftheincident,click RelatewithSolution.Alternatively,torelatetherecordwithoutthesolution,clickRelate withoutSolution. Searchingforsimilarincidentrequests AtoolyoucanuseforfindingsimilarincidentrequestsistheAdvancedSearchfeaturethatis availablewhenanincidentrequestrecordisopen. 1. Withtheincidentrequestrecordopen,fromtheNavigationpane,chooseAdvancedFunctions >AdvancedSearch. 2. IntheAdvancedSearchSelectiondialogbox,selectthetypeofsearchyouwanttoperform, thenclickSelect. SearchincidentrequestbyWorkInfo:Searchesforincidentrequestusingfieldsfromthe WorkInfotab. SearchincidentrequestbyRelationships:Searchesforincidentrequestsusingfieldsfrom theRelationshipform. SearchIncidentsbyAssignmentLogs:SearchesforIncidentsusingfieldsfromthe AssignmentLogform. 3. Onthesearchform,provideasmuchinformationaspossible,andthenclick a. Search. 4. Viewtheincidentrequeststhatmatchthesearchcriteriainthetablethatappears. RelatingIncidentsasduplicates Itdoessometimeshappenthataduplicateincidentmightbelogged.(Pleasekeepinmindthatthisis notthesameasmultipleincidents,loggedbydifferentpeopleforthesameincident!) Youcanrelateanincidentrequesttoanotherasaduplicate.Theoriginalincidentrequestresolvesall itsduplicates.Whensomeoneresolvesorclosestheoriginalincidentrequest,itsOperationaland ProductCategorizationsandResolutionfieldsarecopiedtotherelatedduplicates,markingthem withastatusofResolved.
1. 2. 3.
Opentheincidentunderinvestigation. ClicktheRelationshipstab. FromtheRequestTypelist,selectIncident,andthenclickSearch. TheIncidentRelationshipSearchdialogboxappears.
4.
Enterthesearchcriteriatofindtheoriginalincident,thenclickSearch. Incidentsmatchingthesearchcriteriaappearontheformsbottomhalf.
5.
Selecttheduplicateincidentaccordingtothefollowingchoices: Ifthecurrentincidentisaduplicateoftheoriginalincident,fromtheRelationship Typelist,selectduplicateof. Ifthecurrentincidentistheoriginalincident,fromtheRelationshipTypelist,select Originalof.
6.
ClickRelate. TheIncidentRelationshipSearchdialogboxcloses.Theincidentsarerelatedasduplicateand original.ThestatusoftheduplicateincidentisPending,withastatusreasonofPending OriginalIncident
ReassigningIncidents Youcanreassignanincidenttoeitheranindividualorasupportgroup.Itisrecommendedtorahter assigntoagroup,thananindividual. Toreassigntoanothersupportgroup:
1. Openanincident. 2. SelecttherequiredSupportOrganisationandAssignedGroupfromthelist.(3tiermenu)
3. Addadescriptiveworkinfoentry
4. ClickSave RecordingEffortandTimeSpentonanIncident Youmustkeeptrackofthetimethatyouspendworkingonanincidentrequest. Iftheincidentrequestrecordisopenonyourdesktopwhileyouareworkingonit,youcanusea timertokeeptrackofthetime.Or,youcanenterthetimemanually. Ifyoureceiveassistancefromsomeoneelse,youcanalsokeeptrackoftheirtimethroughthe IncidentAssignmentLog.TheIncidentAssignmentLogcontainsarecordofwhocreatedthecurrent incidentrequestaswellasindividualrecordsforeachgroupandpersonwhowassubsequently assignedtotherequest.Eachrecordcontainsthetotaleffortdurationforeachassignee(thatis,the amountoftimeeachgrouporpersonworkedontheincidentrequest),aswellasotherinformation. Youcanalsoupdatetheamountoftimeyouspentworkingonanincidentrequestafterithasbeen assignedtoanotherassignee. Torecordyourtime 1. Opentheincidentrequestrecord.
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2. IntheWorkDetailarea,clicktheclockgraphicbesidetheAssigneefieldtoopentheEffort TimeSpentwindow.
3. Next,clickontheUpdateassignmentlogbutton.
4. SelecttheSupportCompany,SupportorganisationandtheAssignedgroupyoubelongto,and yourselfastheassignee.
5. ClickontheADDbutton. 6. EnterthetimeyouspentontheincidentrequestintheEffortTimeSpent(Minutes)field. 7. Highlightyourentry,andontheupdateassigneeeffortduration,addthetimeyouspentand clickthe+button.

8. Youcanusetheautomatictimertokeeptrackofyourtimeanytimeyouworkontheincident requestwhiletheincidentrequestrecordisopenonyourdesktop.Tostartthetimer,clickthe Stoppedbutton(thetextonthebuttonchangestoStartedthebuttonstextreportsthe timerscurrentstatus).Whenyoufinishworkingontheincidentrequest,makesureyouclick theStartedbutton(thetextonthebuttonchangestoStopped). 9. Clickonsave. TheEffortTimeSpentMinutesfieldisadataentryfieldonly.WhenyouclickSave,thetimevaluethat youprovidedinEffortTimeSpentMinutesiswrittentoadatabasefieldcalledTotalTimeSpent,which totalsthetimespentontheincidentrequestforthecurrentassignee.AftertheBMCRemedyIncident ManagementwritesthetimevaluetoTotalTimeSpent,itresetsEffortTimeSpentMinutestozero.If youreassigntheincidentrequestorresolveit,thecumulativetimeiswrittenfromTotalTimeSpentto theAssignmentLogandTotalTimeSpentisresettozero.
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Workingwithtasks Youcanassigntaskstooneormorepeoplewithoutchangingtheassignmentoftheincident. Ataskisaunitofworkthatneedstobecompletedasastepinresolvinganincidentrequest.Ifthe solutiontoanincidentrequestinvolvesmorethanoneaction,procedure,orprocess,consider dividingthesolutionintoseparatetasks.Dividingthesolutionintoseparatetaskscanhelpyouto bettermanageandtomonitortheincidentrequestasitmovestowardresolution. Youcanassignthetaskstothesameperson,toseveralpeople,ortoasupportgroup. Thepersonorsupportgrouptowhomthetaskisassignedisthetaskimplementer. WhenthegroupcoordinatorsetsthetaskstatustoInProgress,thetaskimplementersarenotifiedof thetasksassignedtothembyemail,BMCRemedyAlert,pager,orsomeadditionalmeans.Aftera taskisassignedtothetaskimplementers,theycanlogtheirprogressastheycompleteeachtask. Youcanuseatasktemplatetoaddatasktoanincident,oryoucanaddanadhoctaks.Task templatesarepredefinedtasksthatyoucanquicklyaddtoanincident. Addingtasksusingtasktemplates Tosavetime,youcanuseatasktemplatetoaddatasktoanincidentrequestrecord. Tasktemplatesarecreatedbyyoursystemadministrator.Atasktemplateisapredefinedtask; usuallyforthemostcommonlyperformedtasksthatyourservicedeskhandles.BecausetheTask formispredefined(thatis,thefieldsarealreadycompleted),youdonotneedtospendtime manuallycompletingtheform. Thefollowingarethetypesoftasksthatyoucanaddtoanincidentrequestrecordwhenusing templates:TaskTemplateandTaskGroupTemplate.Tasktemplatesassociateasingletasktothe incidentrequestrecord.TaskTemplatetaskscanbeeitherManualorAutomatic.Manualtasksmust beperformedbyaperson. Automatictasksareperformedbyacomputerorautomatedsystem,butyoumuststillassign automatictaskstoaperson,sothereissomeonetomonitorthetask. 1. Opentheincidentrequestrecord.
2. FromtheNavigationpane,selectLinks>Tasks. 3. FromtheRequestTypelist,selecteitherTaskTemplateorTaskGroupTemplate,andthen clickRelate. 4. FromthelistoftasksintheSelectTemplatedialogbox,selectthetemplateforthetaskyou areadding,andthenclickRelate.WhenyouclickRelate,theTaskformcloses. 5. Repeatthestepstoaddmoretasks 6. Redefinethenumericsequenceifnecessary 7. ClickClose,andSAVEtheIncident. Creatingadhoctasks Adhoctasksaretasksthatarenotpredefinedbyatasktemplateand,therefore,mustbecreated manually. 1. Opentheincidentrequestrecord.
2. FromtheNavigationpane,selectLinks>Tasks. 3. ClickRelate.TheCreateTaskformappears.Certainfieldsintheformarealreadyfilledinwith
thedatafortheincident.
4. Intheupperregionoftheform,fillinthefollowingrequiredfields:
NameEnteradescriptivenameofthetask. SummaryEnterabriefdescriptionofthetask. TheTypefieldissettoManualbydefaultwhenyoucreateanadhoctask.

5. OntheGeneraltab,fillininformationaboutthecompany.TheCompanyfielddefaultstothe
contentsoftheIncidentLocationfieldintheIncidentRequestform.Yourtaskcanbeassigned toandifferentdepartmentoradifferentcompany.
6. OntheRequestertab,fillininformationaboutthepersoncreatingthetask
(Requester)andtheintendedtargetofthetask(RequestedFor). SomeinformationissetbydefaultfromtheRequestedByinformationoftheincident.
7. OntheClassificationtab,fillininformationabouttheproductandoperational
categorizations.
8. IntheAssignment/Datestab,assignthetaskbycompletingthefollowingfields:
AssigneeGroupOptionally,selectataskimplementergroupfromthelist. AssigneeOptionally,selectataskimplementerfromthelist.
TheBMCRemedyAssignmentEngineautomaticallyassignsthetaskwhenthetaskiscreated accordingtohowtheadministratorhasconfiguredBMCRemedyIncidentManagement,but youcanoverridethisifnecessary. ScheduledStartDateOptionally,enteranestimatedstartdate. ScheduledEndDateOptionally,enteranestimatedenddate. YoucansettheStartDateandEndDatetobedifferentfromthedatesoftheparentincident.

9. OntheRelationshipstab,searchforandthenrelateconfigurationitemsthatareneededwith
thistask. Youcanperformquickactionsthatarewiththetask,forexample,getrelatedrelationships.
10. Whenyoufinishcreatingthetask,clickSave.Thetaskinformationformclosesandreturns
youtotheIncidentRequestform.Thetaskmanagementsubsystemenforcesthe dependenciesbetweentasks.TheserelatetoanySequenceorderyoumighthavespecifiedin theIncidentRequestform.

11. ClickSaveontheIncidentRequestform.
Acceptingtaskassignments YoureceivenotificationofassignedtasksbywayofBMCRemedyAlert,email,andsoon.Youcan alsousetheOverviewconsoleortheIncidentManagementconsoletoviewalltasksassignedtoyou. TasksareidentifiedbytheTASprefix.ToaccesstheIncidentManagementconsole,thetask implementermusthaveIncidentMaster,IncidentUser,IncidentSubmitter,or(atminimum)Incident Viewerpermissions.

1. Opentheincidentrequestrecord. 2. FromtheNavigationpane,selectLinks>Tasks. 3. Selectthetaskthatyouwanttoaccept. 4. ClickView
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SLMStatus Youcanviewrequestbasedservicetargetsthathavebeenattachedtoincidentrequests.This enablesyoutoseewhethertheservicetargethasbeenmet,missed,orisinawarningstate. ToviewtheservicetargetsrelatedtoIncidentRequests 1.FromtheIncidentconsole,opentherelevantincidentrequestrecord. 2.ViewtheBMCSLMStatusiconfromtheNavigationpane.
Noservicetargetwasattached. AttachedSLAsconnectedarestillwithincompliance. WarningServiceTargetisatrisk. BreachedAtleastoneservicetargetwasbreached.
ThestatusgaugeontheSLM:IntegrationDialogformshows thecurrentstatusoftheselectedservicetarget.
3.DependingontheSLMStatus,clickDetailsortheicontodisplaytheSLM:IntegrationDialogformto seeindepthinformationabouttheincidentinrelationtotheapplicableservicetargets.
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UsingtheNavigationPanebuttons
ViewAuditlog
FormAuditsTabAlogofchangesonaticketcanbeviewedfromtheAuditLog.Thefieldsthatwere changedarelistedonthelefthandsidewithadateandtimestamp.Ontherighthandsidethe changesarevisible. NotificationTabAllthenotificationsthatwentoutarelisted. Financials Financialdatacanbekeptonthefinancialstab.

Categorizations Addingoperationalandproductcategorizationtoanincidentrecord TheproductcategorizationfieldsareautomaticallyfilledoutbasedonthebusinessserviceCI(Or AssetCI)youselectintheServicefieldortheCIfield.Thisreducesregistrationtimeandensuresthe correctinformationisusedtodeterminetheassignmentoftheincidentrequest.
1. Toview,record,orupdatecategorizations(OperationalCategorizationandProduct Categorization),clickCategorizationsintheLinksarea. 2. Thisopensadialogboxwhereyoucanentercategorizationinformation. 3. Alternatively,.YoucanclickonthelinksintheQuickActionblockinthetoplefthandcorner ofyourscreen.

Reminders Usereminderstocreatenotesforyourselfandothers.Youcansend theremindersbyemailorbyBMCRemedyAlert,andcanspecify whentheyaresent.Youcancreategenericreminders,oryoucan createremindersthatareassociatedwithaspecificrequest. Emailsystem SupportPersonscansendanemailfromtheRemedyapplication.Theemailandcontentwillbe storedasaWorkInfoentryontheticket.Youcanusethisfunctiontosendemailtoanyvalidemail address.ThismightincludeanSMSrecipientorawirelessPDAuser,ifyoucansendemailtothe device. Tosendanemail: 1. Opentheincidentform 2. SelectFunctionsfromtheIncidentnavigationmenu 3. SelectEmailSystem 4. AWorkInfoentryforthisemailwillautomaticallybeinserted.
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YouwillbeabletoviewincomingemailsrelatedtotheincidentintheEmaillog. Paging YoucanpageindividualsortheoncallmemberofagroupaboutthecurrentrecordusingthePaging Systemfeature.IfSMSintegrationisbuiltin,thiscanbeusedtosendSMSstoavalidcellphone number.
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DecisionTrees WhenSubmittingarequest,DecisiontreesandScriptingcanbeused. Adecisiontreetakesyoustepbystepthroughaquestionnaire,and, basedonyouranswers,completespartoftheformforanewincident. Eachelementinthedecisiontreedisplaysalistofitems.Yourfinal selectioncompletespartoftheincident. Scripting Scriptsaredetailedinstructionsthathavebeensetupatyourcompanytohelpyourecordimportant informationaboutanincident.Youhaveaccesstoscriptsthathavebeensetupforyoursupport group.Scriptsmightincludealistofquestionstoaskthecustomer.Thesequestionscanassistyouin resolvingorassigningtheincident. ImpactedAreas TheImpactedAreasdialogboxgivesyouaplacetoshowtheregion,site,location,andsoon,thatare affectedbythecontentoftherecord.Usethefollowingproceduretoindicatetheimpactedareas. AssignmentScripting Thesescriptsneedtobepresetup.Selectanassignmentscriptwhenyouassignorreassignan incidentafteryouindicatetheassignee.Theassignmentscriptscorrespondtothegrouptowhichyou areassigningtheincident. AdvancedSearches AsdiscussedearlierbyWorkInfo,RelationshipsorAssignmentlogs
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ResolvinganIncident
The main purpose of this activity is to make sure that the incident has successfully restored the service to the customer and that the customer is satisfied with the outcome. When the customer agrees that the incident can be closed, review the incident record for completion and, if appropriate, create a solution database entry. 1. Click on the Resolve button at the bottom of your incident screen
2. The resolution window will open up.
3. YouneedtopopulatetheResolution,thestatusreasonandthecausefield.
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ClosinganIncident Themainpurposeofthisactivityistomakesurethattheincidenthassuccessfullyrestoredtheservice tothecustomerandthatthecustomerissatisfiedwiththeoutcome.Whenthecustomeragreesthat theincidentcanbeclosed,reviewtheincidentrecordforcompletionand,ifappropriate,createa solutiondatabaseentry. 1. FillintheStatusReason 2. SelecttheappropriateClosureSource 3. SelectStatusClosedandClickSave 4. Iftheincidentwasbroadcast,thebroadcastisremoved.
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FilteringRecords
FilteringoptionsontheIncidentManagementConsole
BoththenavigationpaneandtheSearchCriteriaprovideoptionstofiltertheAssignedWorkonthe console,assummarizedinthefollowingtable. Option Company Explanation If you support multiple companies, leave this field in the navigation pane blank to display work for all companies, or select the appropriate company to displayworkforasinglecompany. ConsoleView This menu in the navigation pane provides you with options to look at the Personal view for work assigned to you, or to view work assigned to your supportgroups.Youcandisplayworkassignedtoallyoursupportgroupsorto selectedsupportgroups. Status InsteadofviewingAllOpenIncidents,youcanviewallincidents,orallthatare pending, resolved, or closed. When you view All Open Incidents, you view incidents available for you to work on, which includes assigned, in progress, andpendingincidents. SLMStatus To view incidents regardless of SLM status, leave this blank. Otherwise, select theappropriateSLMstatus. Dates You can view incidents that were opened Any Time. You can also restrict the displaytoincidentsopenedwithintheselectedtime,suchaswithinthelast24 hours.
Role
You can view incidents for which you are the Assignee, the Owner, or both at thesametime.
Advanced Search
You can specify one or more values on the form to search for specific incidents.
ServiceTargetTimeRenegotiation
This functionality is still available on an incident that adheres to the necessary criteria. (Being a Request for Service call, with more than one service target attached.) To access the functionality, select the SIS Requests link.
HowtologanIMACDcall ThetasktemplatethathasbeenusedforIMACDcallsisstillavailableforselection.Thisprocess remainsexactlythesame.Youcanaddatasktemplate(oradhoctask)atanypointintheIncidents lifecycle. 1. UnderLinksclickontasks. 2. Next,youneedtoselectTaskTemplate
3. ClickonRelate
4. Selectthenecessarytemplate,andclickontheRelatebutton.Youcansearchforthetemplate intheNamecolumn.(TheworkflowforIMACDsissettofirewhenataskssummary containsthewordIMACD)
5. Remembertocheckiftheassignmentofthetaskiscorrect.
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ChangeManagement
ChangeManagementProcess
Infrastructurechangeisrequiredtopermanentlyresolvetheincident,youshouldinitiatethechange managementprocess.IftheChangeManagementapplicationisinstalledandyouhavepermissionto usetheChangeManagementapplication,youcancreateaninfrastructurechangefromanincident. RolesinChangeManagement TheRequester ThisisauserwhosubmitsaRequestforChange(RFC)tothesupportstaff.Whileanyusercanenter changerequestsintothesystem,changerequestsarelikelyinitiatedbyachangemanageror

coordinatororsupportstaff.(Pleasenotethatlinemanagerapprovalswillbebasedonthesupport groupyoubelongto) TheChangeManager Thisisthememberofthesupportstaffwhoisresponsibleistooverseetheplanning,tracking,and implementationofthechangerequest. TheChangeCoordinator Thisisthepersonthatbelongstoasupportgroupresponsibleforplanning,implementing,tracking andclosingassignedchanges. TheTaskImplementer Thisisasupportpersonorgroupresponsibleforexecutingthetasksthatmakeupachangerequest. ThisroleismostlikelygoingtobefulfilledbytheChangeAssignee. ChangeApproversandtheCAB TheChangeAdvisoryBoard(CAB)shouldapproveallchangestotheITinfrastructure.TheCABisa crossfunctionalgroupthatissetuptoevaluatechangerequestsfortheirbusinessneed,priority,and costbenefit,andotherpotentialimpactstosystemsorprocesses.InBMCRemedyChange management,approversarenotifiedofchangerequeststhatrequiretheirreview.
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LifecycleofChangeManagement
NOTE: The cycle shows assignments given to multiple change implementers, but in a smaller company,thesamepersoncouldfunctionaschangemanager,approver,andtaskimplementer.
Thenormallifecycleofachangerequestconsistsoffivemajorsteps:
Step1 InitiateIntheInitiatestagetherequestermustclassifythechangerequest,addrelevant information,andassigntherequesttoasupportgrouporchangemanager.Whenchangerequests
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areassignedtothem,supportstaffmembersarenotified.Whentherequestmovesintoanew status,theapplicationgeneratesnotificationstotheassigneegroup. Theneedforanewchangerequestcanariseinseveralways. ProblemmanagerscancreateachangerequestfromaKnownError. UsingtheSRM,ausercanrequestaservicethatgeneratesachangerequest. Thediscoveryprocessdetectsthatasystemdoesnothavethelatestpatchesloaded. BMC Remedy Asset Management determines that the company has exceeded the maximum numberofinstalledapplicationsunderanexistingsoftwarelicensecontract. Atechnicianneedstomakechangestoadatabaseserverduringnonworkhours. BMCPerformanceManagercanautomaticallygenerateachangerequestifitdetectsthata mirroredwebserverhasfailedandneedstobereplaced. Ifthechangerequestrequirestasks,therequestercancreateandscheduletasksatthisstage. Step2 ReviewandAuthorizeChangerequestsbypasstheReview&Authorizestage,ifnoapproversare mapped.Butiftheapplicationadministratoraddedapprovers,eachlevelofapproversmustreview therequestandapproveitbeforeitcanmovetothenextstage.Aftertherequestisapproved,the changecoordinatorcanmovethechangerequesttothePlan&Schedulestage. Step3 PlanandScheduleThechangemanagerusescollisiondetectiontooltoverifyifthereareother changerequestsscheduledforthesameCIrelatedtothechange,afterresolvingsuchconflictsplans aforwardscheduleofchanges(FSC).ThemanageropenstheChangeCalendarandviewsthecurrent scheduleofchangeactivitiesandbusinessevents.Andthenblocksoutatimesegmenttoworkon thechangerequestbytargetingthescheduledstartandenddates.Thechangemanagerthenassigns thechangetoachangecoordinator.Ifthechangerequestneedsadditionaltasks,thechange managercancreateandschedulethesetasks. Step4 ImplementThechangecoordinator,receivesnotificationthatheisassignedtothechange request.Thecoordinatorlogstheirprogressastheyworktoimplementthechangerequestandthe tasksthatcompriseit.Whenataskiscompleted,theimplementerforthetaskwiththenextnumber
inthesequenceisnotifiedoftheirtaskassignment.Taskimplementerscancalculatethecostof implementingtheirtasks. When the requester has verified that the change request was resolved satisfactorily, the requester cansetthechangerequesttoClosed.Iftherequesterdoesnotclosethechangerequest,therequest is autoclosed after a preconfigured time. The change manager for the next change request in the sequenceisnotifiediftheclosedchangerequestispartofadependentsequence. The Actual start and Actual end dates need to be entered by the change manager or the change coordinator before the change can move out of the Implement stage. They will also have to assign performanceratingtotheworkdoneonthechange. Step5 Closed The change request enters the Closed stage. The change manager must verify that the change request was completed. The manager might analyze key performance indicators (KPIs), for example, whether the change successful, or how many incidents were eliminated by the change request.ReviewersshouldalsoanalyzetheaccuracyoftheBMCAtriumCMDB.
Stagesandapprovalphasesofachangerequest(Statuses)
Draft: VerifythatalltherequiredfieldstocreatethechangerequestareenteredintheChangeform.When achangerequestisinDraftstatusthechangeisstillnotsubmittedtotheChangeManagement process.Thatmeansonlytherequestorofthechangeknowsofthatchangerequest. ReviewPhase RequestforAuthorization: ChangeisintheReviewapprovalphase.Ifitisapproved,onlythendoesitmoveforwardtothe Review&Authorizestage. BusinessApprovalPhase RequestforChange ChangeisintheBusinessApprovalphase.Enablesapproverstoreviewtherequestandauthorizeit. Planninginprogress
Taskscanbecreatedandassignedtothetaskimplementers. ScheduledforReview ChangeManagerreviewsandvalidatesthechangeplans. ImplementationPhase ScheduledforApproval ChangeisintheImplementationApprovalphase.Eachlevelofapproversmustreviewthechange andapproveit. Scheduled ChangeisincludedintheChangeCalendar. ImplementationinProgress TaskimplementerscannowstartworkingonthetasksasthefirsttaskisinstatusInProgress/ Pending. ClosedownapprovalPhase Completed ChangeisintheClosedownApprovalphase.Thechangehasbeencompletedbutneedsapprovalfor ittobeclosed. FinalReviewCompletePhase Completed Reviewersverifychangewasimplementedandallrequiredtaskshavebeencompleted. Closed PostImplementationReviewhasbeencompletedandanynecessaryClosedownApprovalshavebeen granted.Nofurtheractivitiescanbeperformedonthechange.
Statetransitionsofchangerequests Stage Initiate Role Therequestersubmitsa request Review& Authorize Untilapproversapprove. Changemanagermakes riskassessmentand determinestheimpactof thechange. Plan& Schedule Untilapproversapprove. RequestForChange Business RequestforAuthorization ApprovalPhase Status Review Draft
ChangeCoordinatorPlans Implementation PlanninginProgress thewholechangemoveit tonextstage
Changemanagerreviews changebeforeitgoesfor approval
Implement
Untilapproversapprove
ScheduledforApproval Implementationin progress
ChangeCoordinatorwork ontherequest.Andall TaskImplementerswork onpentasksuntillast taskiscompleted
AllApproverstoensure CloseDown taskswentasplanned
Completed
Closure
Finalreviewiscompleted
Completed Closed
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Additionalstatusvaluesforchangerequests Rejected Thewholechangerequestisinstatusrejectedifitwasrejectedbyanapproveratanyapproval phase.Pleasenotethatitcanbesetuptorevertbacktodraftstatus. Cancelled Thechangeisnolongerrequired. CreatingaChangeRequest FromtheITHomePage,clickontheapplicationstab,andhoveroverChangeManagement.Then clickonChangeManagementConsole.
TheChangeManagementConsoleprovidesadedicatedworkspaceformanagingchangerequests. ThisconsoleenableschangemanagersandchangecoordinatorstouseBMCRemedyChange Managementtoplantheirdaysmoreeffectively.
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ChangeManagementConsoleanditsFunctionalAreas
Change console header Assigned work table
Navigation ane
InitiatingaChangeRequest WhenaChangerequestiscreated,someinformationgetscopiedfromtheoriginalrequest(Eg. Incidentrecord)TheCoordinatorsinformationdefaultstotheuserinitiatingtherequest. CreatingaChangefromatemplate
Templatesareavailableforstandardchangeprocesses.TheChangeTemplatefunctionallowsyouto selectanytemplatesthatcanbemadeavailableforyoursupportgroup.Youusechangetemplatesto quicklyandefficientlycreatestandardchangeswithaminimumofmouseclicksandkeyboard entry.

a) OntheBMCRemedyChangeManagementSupportConsole,clickCreate.TheChangeform appears.IntheInitiatestage,thechangerequestinitiallyappearsinDraftstatus.Thechange requesthasnotyetbeensubmittedtotheChange Managementprocess. b) TheChangeTemplatefunctionallowsyoutoselectanytemplatesthatcanbemadeavailable foryoursupportgroup.Youusechangetemplatestoquicklyandefficientlycreatechanges withaminimumofmouseclicksandkeyboardentry. c) PressEnterontheTemplatefield,andSelectthetemplateyouwanttouse.
ClassifytheChangeRequest TheOperationalCategorizationandProductCategorizationareneededinordertocorrectlydiagnose thechange. TocategorizeyourchangeyouclickonSelectOperationalforoperationalcategorizationandSelect ProductforproductcategorizationontheQuickActionsnavigation
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Selectthecorrectassignment Ifthereisnoappropriateassignmentrouting,assignthechangerequestontheworkdetailtab.
YoucanautomaticallyassignthechangeusingtheAutoAssignicon;thiswillassignthechangetothe correctchangemanagergroupandthechangecoordinatorgroup. Impact,UrgencyandPriority Impactreflectstheextenttowhichthechangeaffectsthebusiness.Impactcanbemeasuredbythe numberofpeopleaffected,thecriticalityofthesystemaffected,andthelossofrevenueasaresult oftheservicedegradationordisruption. Urgencydefinestheimportancetherequesterassignstothechangerequest,andreflectshow quicklyachangemustbeimplemented,orthetimeavailabletoreducetheimpactofthechangeon thebusiness.

Priorityidentifiestheimportanceyou(assupportstaff)assigntothechangerequest.Priority indicatestherelativeorderinwhichtoaddressthechanges.Itisinfluencedbyconsiderationsofrisk andresourceavailability,butisprimarilydrivenbythecombinationofUrgencyandImpact.
RiskAssessment IntheRiskLevelfieldontheChangeform,selecttheappropriatelevelofriskforthechange Request,andthenclickSave. TherangeofriskrunsfromRiskLevel5,thehighestrisk,toRiskLevel1,thelowestrisk.Youcanalso selectacomputedriskvalue,basedonyouranswerstoaseriesofpredefinedquestions(asdescribed inthesectionthatfollows). Computingrisklevels a) ClicktheRiskLevelIcon
TheRiskAssessmentQuestionsdialogboxappears
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b) Answerthequestion,andclickSave. c) CaptureScheduleStartandScheduleEndDates ClicktheDate/SystemTab.IntheDateInformationregionoftheform,providedatesforthe ScheduledStartDateandScheduledEndDatefields. ClickSavetogeneratethechangerequest.
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Whenplanningachangerequest,usetheDate/Systemtabtotracktherequested,scheduled,and actualstartandenddatesofchanges. TheEarliestStartDateisdeterminedbytheSubmitDate.IftheRequestedStartDateisearlierthan theEarliestStartDateandthechangestatusisnotDraft,theClassisautomaticallysettoExpedited, andyouarepromptedtoselectaTimingReason. SendChangeforApproval InBMCRemedyChangeManagement,applicationadministratorscandefineanapprovalprocessin whichaseriesofpeoplemustreviewandapproveaproposedchangerequest.Onlyafterapprovalis grantedcanthechangerequestbemovedtothenextstatus. Achangerequestgoesthroughseveralphasesasitprogressesthroughitslifecycle.Approversare responsibleforreviewingtheirassignedchangerequests,andforapprovingorrejectingthem. Approversareconfiguredbytheapplicationadministratorandareresponsibleforchangerequests withaspecificcategorizationandlocation.Theapplicationadministratoralsodetermineswhich typesofchangerequestsneedapproval,andwhattypeofapprovalprocesstheyrequire.
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NOTE: Youreachanapprovalstageonlyifanapproverismappedforthecompany.Ifnoapprovers aremapped,therequestmovestothenextstatus. ThereadonlyCurrentApprovalPhasefielddisplayswhatapprovalphasethechangeisinduringits lifecycle.TheApproverstablealsodisplaysthefollowingimportantinformation: Approval Approversareresponsibleforreviewingtheirassignedchangerequests,andforapprovingor rejectingthem. Achangerequestgoesthroughseveralphasesasitprogressesthroughitslifecycle.The ProcessFlowStatusareapromptsuserstoapprovethechangerequest.Toapprovethe changerequest,therequiredusersmustclicktheacceleratorintheInitiatestageandthen approve,cancel,orrejectthechangerequestbeforeitcanthenmovetothenextstage. Ifthechangeisapprovedbyallapprovers,theapprovalprocessiscomplete. Approvalstatus Signaturesofgroupsandindividualswhomustapprovethechangerequest Alternateapprovers
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Ifthechangeisrejectedbyanyapprover,theapprovalprocessisstopped.Thesupervisorcan thencancelthechangeorupdateitandresubmititforapproval. ApproverscanalsobecreatedonanadhocbasisforexistingchangerequestsbytheChange Manager,ChangeCoordinator,ortheRequesterofthechangerequest. Changemanagersandchangecoordinatorscanapprovethechangeonbehalfofapprovers. IfWorkInfoisupdatedafterImplementationapproval,anotificationbesenttoapproversat Implementationapprovalphase
AddinganAdhocApprover
1. SelectAddfromtheWorkdetailtab
2. SelecttheGroupyouwanttoaddasapprovers(BestPractice) 3. SelecttheSupportgroup 4. ClickonSave
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ApprovalPhases ApprovalProcess(Phase) Review Definition IntheInitiatestage,whenachange RequestmovesoutofDraftstatusandinto RequestForAuthorizationstatus,theReviewapprovalphasestarts. Ifthechangerequestisapproved,therequestmovestothe BusinessApprovalphaseanditsStatusbecomesRequestFor Change. Ifthechangerequestisrejected,itsStatuschangestoDraft again. Iftherearenoapproversdefinedfortherequest,itsStatus changestoRequestForChangeandrequiresthechange managerorthechangeassigneetomovetherequestforward. IftheTimingofthechangeisLatent,itmovestothe Completedstatus. BusinessApprovalNo Impact TheChangeAdHocapprovalprocessisusedintheNoImpact BusinessApprovalphasewiththeChangeManagerloginasthefirst approver.Bydefault,thisAdHocapprovalprocessappliesonlyto changeswithaTimingsettingofNoImpact.Whenthechangemoves throughtheprocessflowandChange ManagerapprovesthechangeintheBusinessApprovalNoImpact phase,itthenmovestotheScheduledstatus.Youusethisprocessfor preapprovedNoImpactchangeswherethechangeisautomatically scheduledaftertheapprovalphaseissatisfied. BusinessApproval Ifthechangeisapproved,itmovestotheScheduledstatus. Iftherequestiscancelled,itmovestotheCancelledstatus. Iftherequestisrejected,itsstatuschangestoDraft.
TheReview&Authorizestagefocusesonriskassessmentandimpact analysis.TheBusinessApprovalPhasestartswhenthechangerequest
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isplacedinRequestforChangestatus.The BusinessApprovalphaserequiresthatthebusinesscaseforthe changebeapprovedbeforeitcanmoveforward. Ifthechangeisapproved,itmovestothePlanninginProgress status. IfnoapproversaremappedtotheBusinessApprovalphase, thechangemovestothePlanninginProgressstatusand requiresthechangemanagerorchangeassigneetomovethe changeforward. ImplementationApproval Iftherequestiscancelled,itmovestotheCancelledstatus.
InthePlan&Schedulestage,theimplementationApprovalphase startswhentheirStatusmovesintoScheduledForApprovalstatus.At thisphase,thesystemnotifiesyouthatthechangemustbeapproved beforeitcanbeimplemented. Ifthechangerequestisapproved,itsStatuschangesto Scheduled. Iftherearenoapproversdefinedforthechange,itsStatus changestoScheduled. Ifthechangerequestisrejected,itsStatuschangestoDraft.
CloseDownApproval
IntheImplementstage,theCloseDownapprovalphasestartswhen theirStatusmovesintoCompletedstatus(withastatusreasonof FinalReviewRequired).Atthisphase,thesystemnotifiesyouthatthe requestmustbeapprovedbeforeitcanbecloseddown. Ifthechangerequestisapproved,itsStatusReasonbecomes FinalReviewComplete.Youcanthenmovetherequesttothe Closedstage. Ifthechangerequestisrejected,itsStatuschangestoDraft. Iftherearenoapproversdefinedforthechange,itsStatusis Completed.YoucanthenmovetherequesttotheClosed stage.
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ApprovingusingtheApprovalCentral YoucanusetheApprovalCentraltoapprovechangerequests.Thisisespeciallyimportantifthe ApprovefunctionalityintheProcessFlowStatusbarisnotavailableunderyourcurrentaccess permissionforthechangerequest.NotallapprovershaveaccesstotheBMCRemedyChange Managementapplicationthroughtheirhomepages,yetstillhavetheroletoapprovechange requestsbeforetheycanmoveforward. a) OpenApprovalCentral,fromtheITHomePage.
ApprovalCentraldisplaysallpendingchangerequeststhatareassignedtothecurrentuser.Ifthere aremanyrequests,youcanfilterthembyusingthefieldsintheSearchCriteriaarea.
b) Approve,reject,hold,reassign,orviewthechangerequest. Afteryouapprovethechangerequest,itnolongerisdisplayedintheApprovalRequeststable. Toviewthechangerequestdetailsfromtheapprovalcentralyouhighlighttherecordthatyouwish toviewandthenclickonthe button.
UsingtheProcessFlowStatusbartoapproverequests Whenachangerequestreachesanapprovalphase,theProcessFlowStatusbarpromptsyouto approve,cancel,orrejecttheapproval.Toapprovethechangerequest,therequiredapproversmust clicktheaccelerator,andthenapprove,cancel,orrejectthechangerequestbeforeitcanthenmove tothenextstatus. Youcannotmovethechangerequesttothenextstatusunlessyoufirstreceiveanapproval.The changeremainsintheapprovalphaseandwillnotmovetothestageuntilitisapproved. Whenachangerequiresanapproval,itsapproversarenotified. a) Openthechangerequest. b) UsetheProcessFlowStatusbartomovethechangerequesttoanapprovalphase.
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c)
ClicktheacceleratorintheProcessFlowStatusbar,andthenapprove,cancel,orrejectthe changerequest.
d) FromtheWorkDetailtab,atthebottomoftheApproverstableyoucanapproveorrejecta changebyselectingtheapproverrecordonthetablethenclickapproveorreject. e) OntheWorkDetailtabyoucanviewthecurrentapprovalstatusoranyotherapproval signaturesrequiredtoapprovethechangerequest.TheShowmenuenablesyoutofilterthe approvalsignatureentriesonthetable. f) PlanningandScheduling InthePlan&Schedulestage,thechangemanager(orchangecoordinator)plansthechange.This involvesplanningalltherequestsapprovedforimplementation,settingtargetdates,andestimating therisksandcostsinvolved.Onceplanningtherequestisdone,andalltherelevantinformationhas beensuppliedfortheapproverstoreviewtherequest,youcansubmitittotheapprovalprocess. Planforthefollowingimportantdetails: SettheChangerequestsstatustoPlanning,andspecifythescheduledates. Estimatethetimethattheprojectwilltake. Estimateanyapplicabledowntimeassociatedwiththerequest. Registeranavailableorunavailabletimesegmenttoperformtherequest. Reviewtherisksandimpactoftherequest. Specifythebusinessjustificationfortherequestifnecessary. Createandassignthetasks.
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Saveyourwork
Calculatethecostsassociatedwiththerequest. Submitthechangerequestforapproval.
Approversrequirethisplanninginformationtodecidewhethertoapproveorrejectthechange request. CreatingRelationships Changerequestscanaffectandcanbeaffectedbyconfigurationitems(CIs)andothertypesof records(changes,incidents,orproblems).Bydefiningtheserelationships,youcandefineamore refinedoverviewoftheconnectionsandinterdependenciesbetweenthecurrentrequestandother serviceissuesbeingtrackedbyyoursystem. TheRelationshipstabshowstherelationshipsbetweenthecurrentchangerequesttoCIsandto othertypesofrequests.
a) OntheRelationshipsTabselecttherequesttypethatyouwanttorelateastheRequestType fromthedropdownmenu. b) SelectSearch c) TheRelationshipsformopensup d) Fillintheneededcriteriatosearchfortherecordtorelate e) HighlighttherecordandselecttheRelationshipTypefromthedropdownmenu f) ClickontheRelatebuttontocompletetherelationshipwiththechange
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Youuserequesttypestodefinetheserelationships.Thefollowingtabledisplaysalistofrequest typestowhichyoucanrelatechangesandtheiravailableactions,alongwiththeirstartandend dates. a) Openthechangerequestfromwhichtodefinetherelationship,andthenclicktheRelationships tab.

b) FromtheRequestTypelistatthebottomoftheRelationshipstab,selectthetypeofrecordto whichtorelatethecurrentrecord. c) ClickSearch. d) Inthesearchwindowfortherequesttype,enterinformationaboutthesearchcriteriatabs,and thenclickSearch. e) Fromthesearchresultstable,selectthechangerequestwithwhichtodefinetherelationship. f) FromtheRelationshipTypelistatthebottomofthesearchdialogbox,selectthetypeof relationshiptodefine. g) ClickRelate,andthenclickOK. h) Closethesearchwindow. TheoriginalchangerequestandtherelatedrequesttypesappearintheRelationshipstable.To refreshthetable,clickRefresh. CreatingTasks Youcanrelateapredefinedtaskortaskgrouptemplatetothechangerequest.
a) ClicktheTaskstab.
b) SelectTaskGroupTemplateorTaskTemplatefromtheRequestTypefield,andthenclick Relate. c) TheSelectTemplatedialogboxappears,listingalltemplatetypesforallcategories d) Defineanumericalsequenceofthetasks. e) Whenyoufinishaddingtemplates,savethechangerequest. f) ClickViewFlowtoseeareadonlyviewofthetaskflowinthetaskgroup.
TheTaskFlowViewerusescolourcodestoillustratethedifferentstagesofthetasks.Forexample,a bluestageindicatesthatitsstatusisClosed,andayellowstageshowsitsstatusisStaged.TheViewer alsoshowsyoutheflowbetweentasks ImplementingtheRequest Atthisstage,thechangecoordinatortakesoverresponsibilityforworkingonthechangerequest. TheChangecoordinatorisasupportstaffmemberwiththeabilitiestohandlethedetailsofthe changerequest. ThechangerequestremainsattheImplementstageuntilalltasksarecompleted,allrequired approvalsaregranted,andreviewersverifythatthechangewasimplemented. WorkingwithTasks ThetaskremainsinstatusStageduntilthechangerequestreachestheImplementstage. WhenachangerequestissettoScheduledandataskisnotassigned,thetaskstatusissetto Pending.Ifthetaskisassigned,itsstatusissettoAssigned.
a) OpentheChangeManagementSupportConsole. b) IntheAssignedTaskstable,selectthetasktoaccept,andthenclickView. TasksareidentifiedbytheprefixofTAS. c) IfyouarereadytobeginworkingonthetasksettheStatusfieldtoWorkinProgress
d) ClicktheWorkInfotab,andthenentertheprogressyouhavemadeonthetask. e) ClickSave. IfthisisthefirsttasktobemovedtoWorkinProgressstatus,thefollowingchangesare automaticallymadetothechangerequest: TheentirechangerequestsstatusisalsomovedtoImplementationinProgress. IntheTaskDateInformationregionoftheChangeform,theActualStartDatefieldisfilled withthedateandtimeatwhichthetaskwassaved. ClosingaRequest IntheClosedstagethechangemanagerreviewstheimplementedchangerequest.Whenallthetasks relatedtoarequestareclosedduetosuccess,cancellation,orfailure,therequesterandthechange managerarenotifiedthatthechangeisresolved. Inthisfinalstage,theprocessofclosingthechangerequestvariesbasedonwhethertherequest requiresCloseDownapprovalornot. Ifnoapprovalisrequired,therequestercansettherequesttoClosedafterconfirmingthat therequestwasresolvedtohisorhersatisfaction.Iftherequesterdoesnotclosethechange requestwithintheallowedresponsetimeofitbeingresolved,therequestisclosed automaticallyafteraspecifiedperiodoftime.TheStatusReasonfortherequestindicatesthat therequestwasautomaticallyclosed.Thedefaultis15days.Iftherequesterisnotsatisfied withthechangerequest,therequestercanreopenit.Thechangemanagerisnotifiedthatthe requestisreopened,andmustrespond. If the request requires Close Down approval, the change request is automatically set to Completeda Status Reason of Final Review Required. Afterthe change is approvedthe status of the change becomes completed with status reason of Final Review Completed (The status depends on how it was configured by the system administrator). If the Change requester is
satisfied with the change then they can close the request by taking it to the next stage. The statusofthechangewillbechangedtoClosedwithadefaultstatusreasonofSuccessful. ViewingtheAuditLog Viewingauditlogsenablesyoutoviewfieldandnotificationauditsagainsttherequest.Whencertain fieldsarechanged,whenthestatusischanged,orwhensystemnotificationsaresent,anauditentry isgeneratedtotrackthemodification.TheLoginIDoftheindividualmakingthechangeappearsnext totheauditentry. NOTE:TheViewAuditLogfunctionisnotavailableuntilyoucreateanddisplaytherequest.
a) Openthechangerequest,fromwhichtoviewthelog. b) Fromtheleftnavigationpane,chooseFunctions>ViewAuditLog. c)
ClicktheNotificationAudittabtoviewnotificationauditentriesagainsttherequest.
Theaudittraildisplaysallthenotificationsthatweregenerated.
UsingtheChangeCalender TheChangeCalendarisaconsoleformanagingchangerequests.Thechangecalendarcanbeused duringaCABmeeting.Itprovidesagraphicalviewofchangerequestsandbusinesseventsoccurring intheorganization. TheChangeCalendarusesthegraphicalviewtoshowchangerequests,andscheduledbusiness events. Withthelinkstoinvestigativeandanalysistools,youcanbetterunderstandtheriskandimpactof changes.Thiswillhelpthechangemanagerstobetterplanthechangescanmakemoreproductive decisionsabouttheforwardscheduleofchanges(FSC).TheChangeCalendarhelpsyouconsiderthe interdependenciesandpotentialconflictsmadevisiblethroughtheCalendarconsole.
Clickthedaypickertofocusthemaincalendarwiththespecifieddayasthestartday.Thisenables youtoviewthedaysscheduledchangesorbusinessevents.FromtheShowmenu,choosetoview onedaysworthofdata,toseescheduledchangesbythehour.
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Youcanselectachangerequestfromthecalendarandviewitsessentialdetails.Youalsocanclick ViewFullDetails.TherequestthenappearsintheChangeform. a) UseoneofthefollowingmethodstoopentheChangeCalendar: OntheITHomepage,clicktheCalendarViewlink. OntheChangeManagementConsole,chooseAdvancedFunctions>ViewCalendar. OntheChangeform,chooseQuickLinks>ViewCalendar.
b) ChoosetoviewChangeRequests.
c) FromtheShowfield,selecthowmanydaysworthofrequestsandbusinesseventstoshow. Eachdayiscolourcodedtoindicatetheriskassociatedwithcarryingoutthechangesorrequests thatarescheduledforthatday.Onlychangesappearintheonedayview.
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NOTE:ThedataforallviewsisgatheredbyqueryingrequeststhathaveRequestedTime,scheduled times,oractualtimesintheinterval. d) Ifyoudonotwanttoviewbusinessevents,clickthecollapsebutton.Thecalendarthenshows onlychangerequests. e) Selectarequest. Asummaryofthemostimportantdetailsaboutthechangerequestsappearsatthebottomof thechangecalendar.ClicktheViewFullDetailslinktoopentherequest.
f) Clickadayinthecalendardaypickertoselectthechangerequestsandbusinesseventsfora specificday.
Thedaypickershowsthedaysofthemonthinwhichthecurrentlyshownactivitiesoccur.Youcan changethemonthinwhichactivitiesappearonthecalendardaypickerbymovingforwardor backwardamonthatatime,orbyselectingadayinthemonth. Eachdayiscolourcodedbasedonthemaximumriskrulecomputationoftheaggregatedchange requestsscheduledforthatday.Inthisway,youcanfocustheactivitycharttimelinearound(for example,ahighriskdaytoseewhatactivitiesarescheduledthen).

Nexttothedaypickerisalegendthatshowswhatthevariousbarsandthecolourcodingmeanin thechangecalendar.
g) Inthenavigationpane,selectafilteroptionfordisplayingchangerequests. Selectwhichbusinesseventstoshow.
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Searching for Records

FilteringoptionsontheIncidentManagementConsole
Youcanusethesefilteringoptionstocustomisehowyouviewtheassignincidents.
Searchingallrecords
ThefollowingproceduredescribeshowtosearchallincidentsinyourCompany. UsethistypeofsearchwhenyouarelookingforanincidentthatisnotassociatedwithyourIDor yourgroupsID,oranytimeyouneedtosearchallincidents.

1. FromthenavigationpaneintheIncidentManagementconsole,chooseFunctions>Search
Incident.Aformappearsthatallowsyoutoperformthesearch.Theformislaidoutinasimilar waytotheIncidentform,andcontainsthesametabsandfields.Youcanuseanyofthetabsand fieldsintheformtospecifyyoursearchcriteria.

2. Usingthetabsandfields,buildyoursearchcondition.Toreducethenumberofrecordsfoundby
thesearch,enterasmuchinformationintotheformasyoucan.
3. Whenyoufinishenteringyoursearchcriteria,clickSearch.
4. Whenthesearchfinishes,thesearchresultstablelistsalloftherecordsthatmatchthesearch
criteria.
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Searchingallrecords
5. Scrollthroughthetabletofindthespecificrecordyouwant.
6. Whenyoufindtherecord,openitintheIncidentformbydoubleclickingitinthesearchresults
table.
SaveSearches
Youmayrequiretosavesomeofthesearchesthatyouwillregularlyperform. Tosavesearches: 1. Performactions14from Error!Referencesource notfound. 2. SelectSearchesfromthe MenuBar
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3. SelectSaveSearch
4. Enteradescriptivename
forthesavedsearch.
RecallSavedSearches
Torunsearchesthathavepreviouslybeen saved: 1. SelectSearchesfromtheMenuBar 2. SelectLoadMySearches 3. Selectthedescriptivenameofthe search

WebReporting
Youcanrunadhocreportsthroughtheweb.ItcaneitherbeanoutoftheboxCrystal(pdf)report, oryoucanexportdatatoexcel.
TorunadhocExcelreports
1. DoasearchontheIncidentform,orrunasavedsearch 2. Fromyourresultslist,selectalltheentriesyouwanttoreporton,orclickontheSelectAll button
3. Next,clickontheReportbutton 4. TheITSMReportConsolewillopenup.ClickontheNewbutton
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5. TheTypewilldefaulttoweb,keepitonWebreporting.Theformyouarereportingonwill alsobeautopopuolated.Giveyourreportaname.(Onceyousaveyourreport,youwill alwaysbeabletoselectis,aswellasotherusers)
6. ClickonOK 7. Youcannowbuildyourreport.Giveadescriptionofyourreport,andaddallthefieldsyou wanttoincludeinyourdropdown.Youcanalsobuildqualifications,andincludeachartin yourreport.
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8. Onceyouhaveaddedallthefieldsyouwantinyourreport,clickonPREVIEW.Thiswillgive youapreviewofthedatainareportformat.
9. Youcanprintstraightfromthepreviewview. 10. Closethepopupwindow,andSAVEyourreport. 11. Fromyourmainreportingconsolewindow,youcannowselectwhethertorunareportthats outofthebox,orcreatedbyanothercolleague,orareportthatyouhavecreated.
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Siemens IT Solutions and Services South Africa (Pty) LTD ITSM 7.6.4 Training Manual

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BMC Remedy ITSM 7.6.

4 User Training Manual

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

LoggingintoRemedyUserviatheWeb Note: Enteryourusernameandpassword,andthenclickLogin.ThisbringsyoutotheHomePagesee HomePage. YourARSystemusernameandpasswordarespaceandcasesensitive.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

YoucancustomiseyourownHomePagewithupto4separatewindowstodisplayanynumberof graphsortables.Thiscanbechangedandupdatedatanytime. CustomisingyourHomePage 1. Clickonthe+button(addcontenttoLayoutbutton)inthetoprighthandcornerofyouHome page

Siemens IT Solutions and Services South Africa (Pty) Ltd

3. FromtheShowdropdownbuttonsyoucannowselectthecontenyouwanttoaddtoyour homepage.(Thecontentshowisavailableleoutofthebox,andadditionalviewscanbe generatedbyyouRemedySpecialist)

HowtoaccessITSMmodulesandapplications 1. InthelefthandcornerofyourHomePagescreenyoucanmaximiseyouraccesspointmenu byclickingontheApplicationstab.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

1. OpentheApplicationAdministrationConsole,andusetheCustomTab. 2. ClickonPeople,ResetPasswordstoopenthePasswordConsole. 3. Starttheresettingprocessbytypinganewpasswordandfollowingtheonscreenprompts.

RLM Identifiesreleaserequests Afteryoucreateormodifyarecord,clicktheRefreshbuttontoseethelatest

Siemens IT Solutions and Services South Africa (Pty) Ltd

changesintheAssignedWorktable. SearchorCreaterecordsfromtheOverviewconsole FromtheOverviewconsole,youcancreateorsearchrecordsfromthevariousITSMapplications installedonyoursystem.Thetypesofrecordsyoucancreateorsearchdependontheapplications youhaveinstalled.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd Page15

FunctionalAreas: NavigationPaneQuickoverviewontheIncidentcounts,DefinedSearchesandfunctionality IncidentConsoleareaShow,FilterByandadditionalfilterstofiltertheresultsintheIncidentsTable IncidentsTableRequestsassignedtoyou IncidentDetailandTasksDetailofthehighlightedrequest

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

FieldName Urgency Priority

button()totherightoftheCustomerandtheContactfieldsclearsthefieldscontents.Itdoes notdeletethecustomerprofile. 4. TypetheincidentrequestdetailsintheNotesfield.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Youcansortthelist,orusethekeywordsearchtoselectthecorrectoperational categorisation.Highlighttheoneyouwanttoselect,andclickonselect. ClickonSelectProductCategoristion.Thefollowingwindowwillopen:

Youcanusethe3tierdropdowntonarrowyourresultslist,oruseakeywordsearch. Highlighttheproductcategorisationyouwanttoselect,andclickonselect. Tocheckyourcategorisations,orasanalternativemenasofinputtingtheinformation,under thelinkstab,clickonCategorisation.

Siemens IT Solutions and Services South Africa (Pty) Ltd

SelecttheincidenttypefromtheIncidentTypelist. Assigntheincidenttoaspecificsupportgrouporvendorgroup,whicheverisapplicable.You canalsousethetypeaheadfunctionalitywhenselectinganassigneegroup.

12. TheWorkDetailtab ClickSave.

Description Freetextfieldwheredetaildescriptionoftheworkinfocanbe captured

Attachment1,2and3 Attachments Locked

Anyelectronicfileformatcanbeattachedtotheworkinfo. Anyelectronicfileformatcanbeattachedtotheworkinfo. Ifaworkinformationentryhasbeenlocked,noonecaneditit afterithasbeensubmitted.

Internalonlyviewablebysupportorganisation Publicviewablebysupportorganisationandendusersthat haveaccesstotheapplication

Siemens IT Solutions and Services South Africa (Pty) Ltd

Todefinearelationship 1. Opentheincidentrequestrecord. 2. IntheQuickActionsarea,clickthearrowbesideCreateRelationshipto.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

Opentheincidentunderinvestigation. ClicktheRelationshipstab. FromtheRequestTypelist,selectIncident,andthenclickSearch. TheIncidentRelationshipSearchdialogboxappears.

Selecttheduplicateincidentaccordingtothefollowingchoices: Ifthecurrentincidentisaduplicateoftheoriginalincident,fromtheRelationship Typelist,selectduplicateof. Ifthecurrentincidentistheoriginalincident,fromtheRelationshipTypelist,select Originalof.

ClickRelate. TheIncidentRelationshipSearchdialogboxcloses.Theincidentsarerelatedasduplicateand original.ThestatusoftheduplicateincidentisPending,withastatusreasonofPending OriginalIncident

ReassigningIncidents Youcanreassignanincidenttoeitheranindividualorasupportgroup.Itisrecommendedtorahter assigntoagroup,thananindividual. Toreassigntoanothersupportgroup:

Siemens IT Solutions and Services South Africa (Pty) Ltd

5. ClickontheADDbutton. 6. EnterthetimeyouspentontheincidentrequestintheEffortTimeSpent(Minutes)field. 7. Highlightyourentry,andontheupdateassigneeeffortduration,addthetimeyouspentand clickthe+button.

Siemens IT Solutions and Services South Africa (Pty) Ltd

NameEnteradescriptivenameofthetask. SummaryEnterabriefdescriptionofthetask. TheTypefieldissettoManualbydefaultwhenyoucreateanadhoctask.

youtotheIncidentRequestform.Thetaskmanagementsubsystemenforcesthe dependenciesbetweentasks.TheserelatetoanySequenceorderyoumighthavespecifiedin theIncidentRequestform.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Noservicetargetwasattached. AttachedSLAsconnectedarestillwithincompliance. WarningServiceTargetisatrisk. BreachedAtleastoneservicetargetwasbreached.

Siemens IT Solutions and Services South Africa (Pty) Ltd

FormAuditsTabAlogofchangesonaticketcanbeviewedfromtheAuditLog.Thefieldsthatwere changedarelistedonthelefthandsidewithadateandtimestamp.Ontherighthandsidethe changesarevisible. NotificationTabAllthenotificationsthatwentoutarelisted. Financials Financialdatacanbekeptonthefinancialstab.

1. Toview,record,orupdatecategorizations(OperationalCategorizationandProduct Categorization),clickCategorizationsintheLinksarea. 2. Thisopensadialogboxwhereyoucanentercategorizationinformation. 3. Alternatively,.YoucanclickonthelinksintheQuickActionblockinthetoplefthandcorner ofyourscreen.

Siemens IT Solutions and Services South Africa (Pty) Ltd

YouwillbeabletoviewincomingemailsrelatedtotheincidentintheEmaillog. Paging YoucanpageindividualsortheoncallmemberofagroupaboutthecurrentrecordusingthePaging Systemfeature.IfSMSintegrationisbuiltin,thiscanbeusedtosendSMSstoavalidcellphone number.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

2. The resolution window will open up.

Siemens IT Solutions and Services South Africa (Pty) Ltd

Siemens IT Solutions and Services South Africa (Pty) Ltd

HowtologanIMACDcall ThetasktemplatethathasbeenusedforIMACDcallsisstillavailableforselection.Thisprocess remainsexactlythesame.Youcanaddatasktemplate(oradhoctask)atanypointintheIncidents lifecycle. 1. UnderLinksclickontasks. 2. Next,youneedtoselectTaskTemplate