Remedy Incident Management Status Field

Posted on December 31, 2011 by Jose Huerta in Best practices | Leave a comment

Typically, BMC restricts its manuals and related documentation to the tool interaction and rarely enters into the organizations procedures. This can sometimes lead to confusion where some aspects of the applications are bad documented, or it’s difficult to determine which kind of information must be placed in some particular fields. Categorizations is a very good example of this lack of documentation. If asked, BMC answer is that the product is open to any interpretation the organization want to make. That … →

The Secret Documents of BMC

Posted on December 29, 2011 by Jose Huerta in Remedy Comments | 1 Comment

This is the first of a series of post I plan to deliver on a monthly basis. I call them, “the Author Comments”. All of them will be my personal opinion regarding some aspects of the market, BMC, companies or other stuff. This month I will express my opinion about the way BMC handles the documentation about its products.

BMC Remedy Action Request System Vs OTRS

Posted on December 27, 2011 by Jose Huerta in Newbies | 1 Comment

It’s time to select the correct tool for your IT department. At the first moment you think in a ticketing solution for your incident management, the field where the ROI is more evident. But as soon as you analyze the possibilities, the more evident that your goal is to automatize the most of your ITIL processes. Some solutions arise. Some are free, some are licensed. Some are cheap, some are expensive. Some are very simple, some are amazingly complete. At both … →

Product Categorization in BMC Remedy

Posted on December 25, 2011 by Jose Huerta in Best practices | 5 Comments

In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be interpreted. Also I’ve reviewed the operational categorization. The other side of categorization is the product categorization. In this post I will review the most important facts that a product categorization must accomplish and I will provide a model that fulfills these conditions.

Happy Christmas from -The Remedy for I.T.-

Posted on December 24, 2011 by Jose Huerta in Other Comments | Leave a comment

May joy and happiness snow on you, may the bells jingle for you and may the BMC’s Santa be extra good for all of us with the new 7.7 version! Merry Christmas!