We all know that Action Request System is mainly focused to create applications for IT support processes. That’s the reason for having the ‘Assigned to’ field included in the set of core fields when creating a form. But this has not been a reason to expand the Remedy apps family to non-support processes, like configuration management, or fiscal management. Also the Remedy platform can be used to create outstanding apps for non-IT purposes.
In this post I will review the possibilities of ARS, and how to expand it to non-IT processes.
Using ARS to non-IT applications
It’s not a secret that Remedy can be used to create any kind of application. But simple applications associated with some ‘request’ that evolves following some business rules are specially indicated to be implemented on Remedy.
Let’s think in an example: Hiring a new employee. We start from a ‘Request of Employee’ that evolves through different people at your organization. It can involve notifications, integration with other systems, approvals, … . ARS has all these elements making it possibly the best platform to do it. As a developer I can make the analysis for this application and pilot in less than a week. Not so many plaforms can achieve it.
SOA and Remedy
The easiness of web service integration in Remedy can be exploited to convert Remedy apps as a part of your SOA scheme. If you have some BPM, Remedy can be integrated with a very low cost, when compared to traditional application development.
Best practices by default
When you develop an application in JAVA, .NET or any other modern language, you need to generate or look for utilities that allow you to enable CRUD actions to your data, user management, permission management, audit and log capabilities. These features come with remedy for free. Also it is scalable and platform indepent, very valuable options in current deployments.
And… you can use out-of-the-box apps for non-IT processes
Yes, proved. As a service expert I can tell you that ITIL best practices can extend to non-IT services. The same processes (with little adaptations) can be used to non-IT services.
For instance, as an organization you can externalize the furniture maintenance. You can apply ITIL best practices to the maintenance contract, including Service Level Management, Incident Management, Problem Management, … Think about it… Why not?
I’ve been recently involved with one Remedy implementation that includes all support services, not only IT. And all these services (food, furniture, waste management, plumbing, electricity, building, …) are attached to contracts with attached SLA. Service desk is an SPOC (Single Point of Contact) to not only IT services, but any service to the employee. You need something at your workplace (no matter if the internet connection is down, or you chair has a broken wheel) you have an SPOC to submit the incident, the Remedy Service Desk. Also a Service Request can involve IT and non IT support groups. You need to set up a new conference room?, then send a new RFC, with approvals!.
Think about it. Take the most from your invested in the Remedy platform.