1. New tool for Request and Incident Tracking System
I.Fedorko on behalf of Remedy Team
FIO/FD
September 8, 2009
Overview of the new tool
Service oriented design
Ticket handling (highlights)

2. Acting Forces
Conclusion of the study by E.Grancher EDMS (2008):
BMC product is a good candidate
Would need 2 year of 1 FTE for the new workflow development
Critical UDS requirements
User feedback
September 08, New tool for RITS

3. New Tool by BMC  PRMS is not Remedy !
BMC Service Request Management
BMC Knowledge
Management
BMC
Dashboard
Current Remedy
PRMS
application
workflow objects
API
BMC
Analytics DB
September 08, New tool for RITS

4. SRM: Service Request Management Users see Service Catalog
Users select from the catalog of services
For selected service
Request
Report incident
September 08, New tool for RITS

5. Service forms with pre-defined questions
The tool supports user enforcing to answer pre-defined questions as defined by service manager
September 08, New tool for RITS

6. Service Ticket  Tasks
Service request can trigger creation of subtasks represented by new tickets
Better control of task dependency
tickets
September 08, New tool for RITS

7. Service Level Management: OLA / Service Target definition
Ticket assigned to support group XYZ
OLA
Status>= ‘New’
Reassigned or resolved
September 08, New tool for RITS

8. Business Manager Console Service managers profit from well configured services
September 08, New tool for RITS

9. Ticket handling: incident console
Process Flow
offer allowed action for current status
collect missing information for user
Attachment
Internal/public visibility (configurable)
History table
decision tree defined by SM helping support staff to resolve an incident
enforce information collection before resolving/re-assignment
September 08, New tool for RITS

10. Integrated Knowledge Management (KM)
Resolve ticket by KM entry
Service Desk:
Incident and Problem Management Console
BMC Knowledge Management Application
Create KM entry from
SD interface
Web Browser
KM as standalone
application
Presented and adopted in July:
September 08, New tool for RITS

11. System Interface Structured Input Web form (via SRM)
Possible CERN customization
Mail HTML templates (under investigation)
Formatted (tagged text)
Free with validation
Web Services
September 08, New tool for RITS

12. From PRMS to RITS  just TOP 10
Categorization Sets
Yes
Higher granularity available if needed
Domain mgmt (Assignee)
Service catalog
-- --
New
PRMS
RITS
Categorization Sets
Yes
Higher granularity available
Domain mgmt (Assignee)
Service catalog No
New (access by SRM)
SLM
New
Service request form
Structured input
Predefined questions
Advanced Work Log
Plain text
Attach., history tab., config. access
Relation between tickets
Knowledge Management
Integrated with SD, standalone app
Free Text Search
Advanced monitoring
Report
Reports, Dashboard, Flashboard, Analytics
Other…
There are more new features
Selection from
Service Catalog
OS Installation
Linux
License request
Troubleshooting
Windows ……
NEW
Categorization
3-4 tier
Assignee
1/2/3 level
Current system: necessary review
of categorization and mailfeeds
September 08, New tool for RITS