1. Michigan Administrative Information Services Service Management Remedy Tool Sneak Peek October 10, 2007

2. Service Management …Great People Great Process Great Service Remedy Tool Introduction  Chris Campbell, ISPS, provided Tech Talk participants with a sneak peek at some of the cool tool features in Phase I - Incident and Problem Management  Features discussed were: oLink between Incident Management and Knowledge Management modules oCreation of Parent/Child relationships between incidents oAvailability of templates and routing rules to facilitate creation of incidents oAbility to associate other incidents and known errors to current incidents to facilitate resolution oAutomatic links to established service requirements (i.e., OLAs/SLAs) oSimplified incident categories with automatic population of fields to save time when entering incident information oAbility to divide a problem into individual tasks that can be independently assigned to multiple Tier 2 staff oAutomated notifications to incident owners and assignees

3. Service Management …Great People Great Process Great Service Remedy Tool Introduction (cont’d)  The focus for the demo was on the Phase I components. oIncident Management oAn introduction to Problem Management oThe touch points for Knowledge Management and Service Level Management oSo without further ado, let’s begin!

4. Service Management …Great People Great Process Great Service Remedy IT Home Page  Upon opening the tool, you are presented with the Remedy Home page  The tool provides a console for each application (i.e., module) in the tool suite

5. Service Management …Great People Great Process Great Service My Console with Assigned Work  The Overview console displays a listing of all your assigned tasks at a glance  Tasks appear in color and which indicates that they have associated OLA or SLA requirements: o Green indicates compliance with the specific OLA/SLA requirements o Red indicates non- compliance

6. Service Management …Great People Great Process Great Service Incident Template Dialog Box  The goal is to have templates available for frequently reported incidents to facilitate creation of an incident o Have the ability to verfiy that you are using the correct template

7. Service Management …Great People Great Process Great Service Classification Page  At the top of every panel there is an orange bar that tracks lifecycle status so you can identify the current lifecycle stage  The assigned classification (i.e., Service Type) along with product categorization drives the routing of the incident/problem throughout the lifecycle  There are currently three service types: o User Service Restoration – assigned when a call is received by the Help Desk related to some type of problem such as slow performance, processing errors, etc. o User Service Request – assigned when a call is received by the Help Desk that is not related to a problem but is simply a request for information oInfrastructure Event – assigned to Unicenter events by TIO Operations  When entering customers, have ability to search by empIID or name

8. Service Management …Great People Great Process Great Service Assignment Page  All MAIS staff and customers will be in the system  Can assign an incident to a group, or an individual within a group  Once an assignment has been made, all assignees receive e-mail notification

9. Service Management …Great People Great Process Great Service Select Assignment Group Dialog Box  Currently there are two options: o MAIS Help Desk o TIO Operations

10. Service Management …Great People Great Process Great Service Owner Group Options  Listing of Owner Group options

11. Service Management …Great People Great Process Great Service Service Level Management (SLM) Page  If an incident has associated OLA or SLA requirements, you can view status, milestones, escalation details  The SLM Status is displayed in the upper right corner of every page o Green indicates compliance o Red indicates non-compliance

12. Service Management …Great People Great Process Great Service Incident Matching Dialog Box  Provides integration between incidents, problems, and known errors  Ability to relate an incident to a problem or known error  For recurring problems, there is one primary incident o When others enter related incidents, the user creates the association and the system automatically tracks the incidents

13. Service Management …Great People Great Process Great Service Create Incident Dialog Box  Example of Incident Creation options

14. Service Management …Great People Great Process Great Service Known Error Details  Provides details about Known Errors

15. Service Management …Great People Great Process Great Service Relationships Page  System displays related incidents or problems  Ability to relate an incident to a problem or known error

16. Service Management …Great People Great Process Great Service Relationship Page with Status Options  Example of available status options

17. Service Management …Great People Great Process Great Service Resolution Details Page  Displays detailed information about the resolution of an incident or problem  To enter a resolution for an incident or problem, the system requires a status reason to be entered o The resolution for the parent incident is automatically copied to the child incident record o As soon as a known error is resolved, the system will notify the owners of any associated incidents  Ability to search for knowledgebase entries from previous incidents and use the results to resolve the current incident

18. Service Management …Great People Great Process Great Service Naming Contest Specifics  The name should: oReflect the purpose of the tool oBe short (less than 30 characters) oBe easy to remember  Who's are the Judges? oBill Wrobleski, Andrea Stevens  Deadline for Submission: o5:00 p.m., October 24, 2007  Prize for Winning Submission: o$25 Gift Card