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Process Designer
Concepts Guide
Version 8.3.2
April 2012
Contents
CONTENTS ................................................................................................................................................ 2
1. INTRODUCTION .................................................................................................................................. 3
1.1. AUDIENCE AND SCOPE ....................................................................................................................... 3
1.2. RELATED DOCUMENTATION ............................................................................................................... 3
2. PRODUCT OVERVIEW ....................................................................................................................... 4
3. PROCESS DESIGNER INTEGRATION ............................................................................................ 6
3.1. PROCESS INHERITANCE ...................................................................................................................... 7
4. PROCESS CREATION & MAINTENANCE ..................................................................................... 8
5. PROCESS TRACKER ......................................................................................................................... 10
6. PROCESS WIZARD ........................................................................................................................... 11
7. PROCESS DESIGNER AND ITIL ..................................................................................................... 13
8. ARCHITECTURE ............................................................................................................................... 14
9. CONFIGURATION MANAGEMENT .............................................................................................. 14
9.1. PROCESS TEMPLATES ....................................................................................................................... 15
9.2. PROCESS TEMPLATE STATES ............................................................................................................ 15
10. PROCESS AUTOMATION .............................................................................................................. 16
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1. Introduction
The aim of this guide is to give an overview of the basic concepts relating to Process
Designer and its use with BMC Remedy IT Service Management applications. This guide
relates to version 8.3.2 and all later sub-versions under 8.3 of Process Designer unless
indicated otherwise.
Description
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2. Product Overview
Process Designer is the quickest and most cost effective way of implementing new
processes such as Change and Service requests. Remedy customers can quickly and
easily implement processes graphically using Process Designer without resorting to
customisation or having to update multiple complex templates. This means implementing
processes takes a fraction of the time it would without Process Designer.
Process Designer is a tool for process designers that provides a graphical interface to
build processes that can be executed on Remedy without the need to develop new
applications or customise existing applications or templates. Process Designer is
particularly beneficial for systems that require multiple different processes and tasks
depending on the type of request such as Change Management, Service Request
Management and Incident/Problem Management.
1. Processes that fit the business - Process Designer allows you to implement
processes that fit the business exactly without having to customise existing bespoke or
out of the box applications.
2. Business user get what they want - Business users know what they are getting as
they are able to understand and review the process in graphical form exactly as it is
implemented.
3. Fast Deployment at lower Cost - Process designers use a simple graphical interface
to implement processes without needing to customise Remedy.
4. Reduced Support and Upgrade Costs - Remedy Administrators have reduced time
and effort in supporting the Remedy applications as there is no additional development
or customisation. Significant effort is also saved in upgrading as Remedy applications
are not customised.
5. Streamlined processes Process Designer allows the automation of processes
through the implementation of automated actions removing the necessity of manual
intervention where possible.
6. Adherence to management, compliance and audit requirements Not only is the
process diagram a self documenting description of the process as implemented but also
the Process Tracker provides a diagrammatic view of the current status and historical
flow of every transaction through the process.
7. Simplified User Interface Process Designer enables decision trees to be built quickly
to provide a simplified user interface for data required to support processes. This
ensures user productivity and consistent quality data.
8. Automated Version Control Process Designer includes automated generation of
version-stamped processes so that you can easily roll-back to or report on usage of
previous versions without the need to get into any workflow development.
Process Designer provides these benefits through a graphical interface that allows
process designers to build processes that can be executed within Remedy based on
tasks, dependencies, decisions, rules (such as Task Assignment and SLAs ,actions such
as get user data, updates fields and send emails).
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a request tracker to view the status and history of each instance of the process;
release management with full auditing and roll back capability;
decision tree support and data entry wizard;
full integration to out of the box Remedy applications including custom-built
applications;
import and export capability to migrate processes between servers and
Pre-built ITIL process definitions.
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Launch
Button Click
AR Mid-tier
Launch
URL
Designer
Client
XML
DVM
AR Server
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Each object includes a set of attributes which are presented whenever the icon is
dropped onto the drawing, or the object is selected for editing. The attributes include the
task category, type, name, description, assigned group, SLA target, related actions and
related fields in the application that need to be completed for each task.
Dependency lines are created in the same way but are used to connect two existing
objects together. Dependencies can be conditional (based on an outcome value), or
unconditional.
The screenshot below shows an example of a task list generated from an Process
Designer ITIL Change Management process when used in conjunction with the BMC
Remedy Change Management application.
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Process Designer not only generates the task list but enforces task dependency rules
within the process based on outcome values selected. It also sets the planned end date
based on the task SLA, validates required fields and runs any actions that have been
defined for each task.
For more information on process creation and maintenance, see the Process Designer
User Guide.
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5. Process Tracker
The graphical tracking of the progress of ITSM and SRM requests is provided through a
separate Request Tracking application. This allows the monitoring of process execution
from each ITSM application in Mid-tier. Each task is color coded to indicate the current
status as indicated by the legend.
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6. Process Wizard
The Process Designer process wizard provides a method of entering data for a request
and navigating the best practice process flow without the need for specialised training on
the ITSM application. The process wizard is generated directly from the Process
Designer process definition and can therefore be customised to provide whatever datacapture and work-instructions may be required.
By using the process wizard to capture data, you can eliminate the need to customise
your application, keeping it out of the box and reducing the effort and risk associated with
future application upgrades.
Process Wizard
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8. Architecture
The Process Designer client can communicate with the Remedy server directly through
the Remedy Java API or via XML over an http connection to a server in the cloud.
9. Configuration Management
Process Designer makes use of version numbers to provide reliable configuration
management of processes. Every process template is automatically assigned a version
number that is unique for each process template.
This makes it easier to recall previous versions of the template while testing is being
performed.
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