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)
Acting Forces Conclusion of the study by E.Grancher EDMS 910585 (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, 2009 New tool for RITS 2
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, 2009 New tool for RITS 3
SRM: Service Request Management Users see Service Catalog Users select from the catalog of services For selected service Request Report incident September 08, 2009 New tool for RITS 4
Service forms with pre-defined questions The tool supports user enforcing to answer pre-defined questions as defined by service manager September 08, 2009 New tool for RITS 5
Service Ticket Tasks Service request can trigger creation of subtasks represented by new tickets Better control of task dependency tickets September 08, 2009 New tool for RITS 6
Service Level Management: OLA / Service Target definition Ticket assigned to support group XYZ OLA Status>= ‘New’ Reassigned or resolved September 08, 2009 New tool for RITS 7
Business Manager Console Service managers profit from well configured services September 08, 2009 New tool for RITS 8
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, 2009 New tool for RITS 9
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: http://indico.cern.ch/conferenceDisplay.py?confId=65965 September 08, 2009 New tool for RITS 10
System Interface Structured Input Web form (via SRM) Possible CERN customization Mail HTML templates (under investigation) Formatted email (tagged text) Free email with validation Web Services September 08, 2009 New tool for RITS 11
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, 2009 New tool for RITS 12