Request for Post


Do you want a post about something in particular? Do you want a deeper development of one post, or a second part of it? Do you want me to analyze a product? If the answer to the above questions is yes, please add a comment ... Read the complete post

Estimating the required number of licenses


Sometimes when starting a new BMC Remedy implementation project, the customer, or your boss, demands an estimation cost of licenses and maintenance. If you have a reduced number of users, you can figure the number of required licenses. But if your case is more ... Read the complete post

What is new in BMC Remedy ITSM 8.0


WWRUG12 is just about closing the paper submission, and today has arrived a very big one: What's new in BMC Remedy ITSM 8.0. So Now it's completely official, the new version will be presented to public during the WWRUG12. In this post I will review the submitted ... Read the complete post

Adding custom permission groups to ITSM foundation


When starting to customize ITSM applications is easy to arrive at one point where it is important to differentiate between users, for privileges or different workflow behavior. Two main approaches appear: to use support groups or ARS permission groups. The first solution is easy ... Read the complete post

Understanding the Request Id field in BMC Remedy


ARS identifies fields by a number id. Some id's are retated to special functions. Maybe the most important of all is the field id '1', often called the Request Id or Entry Id. Understanding how this special field works is very important for any ... Read the complete post

Functions in BMC Remedy ARS


We all know that Remedy's developing paradigm is very different from traditional programming. We have no code, no loops, no functions nor any other classical element. But, classical programming has a long way and a lot of minds thinking about it. So there are ... Read the complete post

Operational Categorization for BMC Remedy


In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be interpreted. The operational category is maybe the most important of all. In this post I will review the most important facts that an operational categorization must accomplish and ... Read the complete post

Naming convention for BMC Remedy Action Request System


Let's talk seriously, Remedy has one of the worsts code organization systems in the world. Also, BMC has not published any best practice guide for developing (apart of the best practice customization mode). So, any developing company must establish a set of best practices ... Read the complete post

BMC Remedy Incident Management Categories


One of the main best practices to focus when implementing the BMC Remedy Service Desk is the correct use of categorization tools. Each element can be categorized in order to obtain the next main advantages:In this line, the difference between a correct and wrong ... Read the complete post

Case Insensitive mid-tier login


In a previous post, I explained how to switch your complete ARS instance to case insensitive. But, is it really complete? No. Definitely not. There are some hidden functionalities that remain case sensitive, like the login system. To turn the Remedy login system to case insensitive is something impossible ... Read the complete post

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ITSM

BMC Video about Remedy ITSM 8.0

Posted on April 24, 2013 by Jose Huerta in ITSM, News, Remedy Comments | Leave a comment

I want to share will you a video published by BMC at YouTube where Peter Adams (Lead Product Manager) gives an overview fo the enhancements in the BMC Remedy ITSM 8.0 release. For those who are still on 7.X versions, it is very recommendable to watch. … Read the complete post

Major Incidents | Designing the Priority

Posted on April 12, 2013 by Jose Huerta in Best practices, ITSM | Leave a comment

When deploying a new ITSM tool (Remedy or other) one of the aspects to design is the way the priority is determined. At first sight it seems an easy aspect. But a deeper analysis reveals that it’s a key factor for the success of the incident management process and normally doesn’t receive the deserved attention.

In this post I will provide a guide to determine the priority for any ITSM tool. … Read the complete post

Manipulating the SLA

Posted on August 25, 2012 by Jose Huerta in ITSM | Leave a comment

When you translate your SLA terms into configuration at your ITSM tool,  a lot of questions arise. The exact meaning of states, the different situation of elements and what should be count and what not start to be of critical importance. But, depending on your users, it can seem that any implementation of your SLA can be tricked. It doesn’t what you try, they will always find a way to change the measures to their convenience, manipulating the results on their advantage.

What can we, managers, do? What are the best practices? … Read the complete post

Applying ITIL on Small Sized Organizations

Posted on July 15, 2012 by Jose Huerta in ITSM, Other Comments | 1 Comment

The first day I attended on an ITIL formation, the teacher told us: “ITIL is suitable for all sizes and types of companies, the secret is to know how adapt it.” But the more I understood the ITIL philosophy, the more I thought that it was designed for big sized organizations. Only in managers and coordinators, you can count more than 30 people. So how can it be adapted to small sized organizations?

In this post I will cover the mayor adaptations of the ITIL framework to IT departments of less of 20 people. … Read the complete post

SLA: What is, What is not and What it should be

Posted on June 29, 2012 by Jose Huerta in ITSM | Leave a comment

Nowadays, with more and more companies moving to the externalized cloud services, SLA’s have became more and more important. If we follow the ITIL guidance, SLA’s are, among other things, a way of transferring the risk to the provider, so you get free of risk. Is that true? Is this the way of current SLA’s are written?

In this post I will cover the common SLA and provide some comments about how it should be. … Read the complete post

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