Remedy ITSM Foundation Data

Foundation Data

10-Aug-2015Saurabh Sole

Agenda

• Cover Foundation data.• Walk through the spread sheets. • System Demo for Foundation.• Break times (Tentative)

10:30 to 11:30 – Cover Company, SITE, Support Group 11:40 to 12:30 – Cover People, Assignment12:45 to 02:00 – Cover, Service, Prod & Op Cat, Next steps

Foundation Data

The first step is to define a company. Everything else that we configure belongs to this company. You can configure multiple companies (multi tenancy) if your company is made up of smaller units which need to be independent of each other.We need to define the type of company to be created

In ITSM structure is defined as Company > Organization > Department, which represents how a company is represented from a business perspective and divided into Organisation and Department

Company

Organisation

DepartmentFoundation Data

Template

Company Data

Once a company is defined we have to define the Organisation and Department. It follows a Tier structure for Organisation and then Department.

Below is an sample of Organisation and Department

Company Organization

Department

Company

Org_Department

Location/Site Data

The location is stored in four-tiers. The Company field is the first tier (mandatory), Region is the second tier, Site Group is the third tier, and Site is the fourth tier (where a site is a physical location with a mailing address, such as a building). The regions and site groups are used to group sites within a company.

Site

Site Group

Region

CompanyABCD

Buckinghamshire Berkshire

Reading

Customer 1 Address

Customer 2 Address

Slough

Sample structure – Location / SITE

Note - Based on the CLI Customer Name, Contact, Phone, Site will be populated

Location/Site Data

For Change we plan to load 3 type sites of SITE1. User location – Requester SITE information. 2. Where the Change needs to be implemented – Primary SITE. 3. Impacted SITE because of a Change – Secondary Sites.

12

3

Location / SITE

Support Group

Support groups are used to define groupings of back-office staff, based on theirskills. Support groups are also used as the initial assignment for a incident, problem,change request, or release request.•The Support structure can differ from the organization structure.•A support staff member can belong to many support groups.•The Support Group role must be specified for information only; there is no•associated workflow.

Recommended Roles•Help Desk – Ticket Owners for initial assignment•Tier 1 – Resolving Teams•Tier 2 – Specialist Teams•Tier 3 – Not required

Note – Support group is important to setup group notifications

Support Group

A support Group can be •Assignee for Incident, Problem, Change, Tasks & CI.•Users or authors of a template (which pre populates information on a form)•Recipients of reminders, broadcasts or notifications. •Users or authors of Incident Script. To pre populate questions. •Approver for a Change. •Receiver of intended notifications.• Manage contract for SLA (not in scope for release1)

Note – Support group is important to setup group notifications

Support Groups

People Data

This is the main form in Remedy that holds the customer and system user records. System user will belong to different support groups, can login and update tickets on the system. Customer records will be maintained on the system however they wont have access to Remedy system. In Release 1 – Customer information and Support staff records will be loaded.

In case of Telcom customer Phone line number & other relevant information will be loaded for fields highlighted in red.

Points to be consider1. Categories customers/users of the system. 2. Identify the location/Site of users to be

loaded.3. For support staff, provide organization and

support staff information

4. List of application a user needs access to.5. Roles and permission for support users.

People

People Data

The General tab contains Agency/Division information, contact information, and location information. The Site field isn’t bold, but is required before saving the person record. Assignment information would be used if using the auto-assignment tools (see the Incident Rules section).

Product Category

(ITIL) Services – Services are a means of delivering value to customers by facilitating outcomes customers need to achieve without owning specific cost and risk.https://communities.bmc.com/docs/DOC-149 https://youtu.be/ieB8YYuPOiY ITSM captures the services offered to the customer categories service in Operational and Product category. Products are items used by an organization (usually IT-related) to deliver a service against which a ticket will be raised. This helps to classify the ticketThe Product Categorization structure is defined as Tier 1 > Tier 2 > Tier 3 > product name and manufacturer > model version.

SERVICEProduct Cat1 Product Cat2

Product Cat3

BlackBerry Hardware Mobile GroupIntranet Hub Internet

Core Application Group

Voicemail Voicemail Telephony Enterprise

Sample Product category

Note - ITSM also has a Resolution catalogue where usually we reuse the Product category

Product Category

Operational Category

The Operational Catalogue contain a list of all the operational services that a typical help desk provides, and can also contain items that represent symptoms of a ticket. It also helps in auto assignment of the ticket.The operational category can contain a list of possible cause of an incident. Because of OpCat1 > symptoms I am facing (opcat2) > can be fixed as (Opcat3).

Service*+Operational Cat Tier 1*

Operational Cat Tier 2

Operational Cat Tier 3

Internet FailureConnectivity issue Reset

Voicemail FailureApplication Issue Reset

Voicemail FailureApplication Issue Repair

Sample Operational Category

Note - ITSM also has a Resolution catalogue where usually we reuse the Operational category

Operational Category

Assignment

Active configuration for assignment is applied to a company which means all module will have same assignment structure. Assignment – Capacity : Uses a formula of the number of requests assigned and a capacity factor to determine total capacity, and assigns the request to the user with the lowest capacity rating.Assignment – Number : Assigns the request based on the person who has the lowest number of requests assigned.Assignment – Round Robin : Assigns the request to the next person in line.

Notifications

Notifications – Based on the assignment & status; notifications can be configured. Need to list down the notification rules for assignment.

Notifications – Attached is the list of notifications available for a Change. Based on the selection the users notification preferences will be configured.

Change Notification

Process Flow & Approvals

Process Flow – Associate a custom process flow with the appropriate change template or templates. On selecting a template, the custom process flow applies to the change request. The process determines the status flow. You must create a unique approval process for each custom process flow.

Begin — Request For ChangeApproved — Implementation In Progress (Skipped Plan and Scheduled)Rejected — RejectedNo Approver — Implementation In Progress

High level process

Class, Role, Approval

• Class and stages of approval required. • Roles for Approval. • User/Support groups involved in Approval.

Next Steps• Discuss Permission model.• Assignment rules.• Change Template configuration.• Foundation Data review.