1. UNC Chapel Hill ITS Remedy Development &Services Application Architecture & Service Management Model

2. UNC Chapel Hill Remedy Implementation Request For Service CRS Loaner AUTOMATIC DHCP REGISTRATION DHCP Server Change Management Application Helpdesk Incident Management PTS SLA Management Service Level Management Change Management CRC Asset /Config Management Faculty/Staff/Student Hardware Repair Linkage of request tasks to Individual PTS projects Initiate Change Requests From RFS Service Delivery Crystal Reports & Flashboards RamShop Problem Mgmt CMDB Security Management CCI DHCP Registration Tipping Point/ASM Auto-Block Auto-Register AUTOMATIC DHCP BLOCKING Service Support UNC Knowledgebase Self-Help & Integration w/ RFS Current Functionality Possible Future Functionality RFS Request for ServicePTS Project Tracking SystemCRS Customer Relationship SystemCRC Computer Repair Center PowerPoint: www.unc.edu/remedy/presentations/service_mgmt.ppt About Remedy: www.unc.edu/remedy/about.html www.unc.edu/remedy/presentations/service_mgmt.ppt www.unc.edu/remedy/about.html

3. Current Functionality Possible Future FunctionalityRFS Request for ServiceCRC Computer Repair Center Campus Remedy Applications Enable Cradle to Grave CCI Support Security Violation HelpDesk Support Hardware Repair Life Cycle Auto-DHCP Registration Auto-DHCP Disable & Release Incident Mgmt- Loaner Mgmt CCI Purchase Asset Management Incident Mgmt Loaner Mgmt Configuration Mgmt Ram Shop ITP Dept Purchase RFS Loaner CRC Loaner RFS IP Lookup

4. UNC Chapel Hill Remedy Implementation: RFS-Request for Service Function Document, track, communicate and resolve incident and service requests from faculty, staff, and students at UNC Chapel Hill Stakeholders Faculty, Staff, Students ITS, UNC-CH Human Resources, School of Medicine, School of Public Health, School of Arts & Sciences, Kenan Flagler Business School, School of Education, School of Law, Institutional Research, Student Affairs, Computer Sciences, Facilities Services Statistics 170,000 requests created in 2004 950 licensed users Access from 962-HELP, Remedy Client, Online Help Request, Email, Chat Integrations DHCP Automated Registration through CTOPS DHCP Automated Registration through RAM SHOP application Tipping Point/ASM computer isolation for ITS Security Automated DHCP disabled and release integration GoToAssist Chat Integration with ITS Response Center LDAP integration to replace current Sybase database Future integration with Self-Help from UNC Knowledgebase Computer Repair Center application integration to manage RFS tickets Project Tracking System linkage of RFS tickets to a project

5. UNC Chapel Hill Remedy Implementation: PTS-Project Tracking System Function Document, track, communicate and resolve projects and campus-wide issues from faculty, staff, and students at UNC Chapel Hill Stakeholders Faculty, Staff, Students ITS, UNC Human Resources, School of Arts & Sciences, Kenan Flagler Business School, School of Education, Statistics Over 2,550 projects created Integration Linkage of PTS projects to associated RFS task requests Linked to current ITS Change System used to track change requests

6. UNC Chapel Hill Remedy Implementation: CRC-Computer Repair Center Application Function Document, track, communicate and resolve hardware repair requests from faculty, staff, and students at UNC Chapel Hill Stakeholders Faculty, Staff, Students ITS, UNC-CH Human Resources, School of Medicine, School of Public Health, School of Arts & Sciences, Kenan Flagler Business School, School of Education, School of Law, Institutional Research, Student Affairs, Computer Sciences, Facilities Services Statistics 9200 requests created in 2004; 75% resulting in component replacement IBM machines sold to UNC 42,700 IBM machines sold to UNC Students 20,991 Over 24,000 total CRC requests created to date Integrations Manages and communicates status updates to RFS requests Integrates with the RAM Shop as a cost recovery tool for hardware repairs Communicates with IBM component ordering system for CCI machines Communicates with the Loaner application to ensure loaned equipment is returned prior before repaired/replaced machines are given to faculty, staff or students.

7. UNC Chapel Hill Remedy Implementation: RAM Shop Invoice - Loaner Applications Function RAM Shop: Tracks all Student, Faculty, Staff purchases collecting PID, Serial Number and Network/Hardware address Loaner Application: Provides campus groups with the ability to track and maintain an internal asset pool Stakeholders Faculty, Staff, Students ITS, School of Medicine, School of Public Health, Kenan Flagler Business School, School of Education, School of Law, Computer Sciences Statistics Over 6000 assets tracked within Loaner application All CCI purchases at the Ram Shop are documented through RAM Shop application Access from 962-HELP, Remedy Client, Online Help Request, Email, Chat Integrations Automated DHCP registration through RAM SHOP application Communications with CRC application processes repairs and invoicing through RAM Shop application Communication with RFS ticket to prevent incident closure of RFS requests until loaned equipment is returned RAM Shop Invoice application handles all CCI distribution and RAM Shop sales of network devises from their store ITS Enterprise Applications group accesses RAM Shop data for grant collection RFS integration for CCI purchase information such as serial number, hardware address and network address RAM Shop application data used within RFS for configuration updates for CCI equipment

8. UNC Chapel Hill Remedy Implementation: CRS-Customer Relationship System (HR) Function To provide a single application that can access multiple data sources required to provide a high level of customer services to UNC Chapel Hill employees. The CRS documents, tracks, communicate and resolve requests from employees at UNC Chapel Hill. Stakeholders Faculty Staff UNC-CH Human Resources Statistics Over 2600 requests created since deployment in Oct, 2004 Integrations LDAP communicates with CRS to designate HR Facilitators at UNC HR Payroll and HR Deduction integration views for centralized HR data