Almost every decent ITSM tool offers the admins to configure a set of rules to assign or route tickets to proper support groups or specialists. BMC Remedy ITSM Suite is no different, as expected, and has its own assignment engine. But I the result is a bit confusing and maybe not as useful as it could be. The result is a overloaded system, difficult to maintain, or worse, not using the assignment engine.
In this post I will review the BMC Remedy ITSM Suite’s assignment engine. … Read the complete post
New video form BMCdocs’ boys. They are increasing the length of the videos, a thing that I really appreciate.
In this post I will link this video, and transcript the process description part (it’s quicker to read than to listen). Italic parts are my comments. … Read the complete post
If you are familiar with ITIL concepts, then probably you won’t hesitate when trying to answer this question. But if you have not read anything about ITIL, then it is not easy to answer. Another question is what are you doing with Remedy if you’re not familiar with ITIL?
Anyway, to be an ITIL service expert can be a handicap when defining the rules of using the Change Management application. The first approach to the change implementation is to be extremely ITILian and manage all changes with this application. Under my point of view this a big mistake and another methodology is needed. It is not about to be or not to be ITIL, but how the ITIL concepts fit on the ITSM suite to maximize productivity.
In this post I will discuss what must be handled with the Change Management application and how to manage the rest of ITIL changes. … Read the complete post
BMC Remedy Service Desk allows us to relate each support group to a support level. This classification comes from an ITIL recommendation. Most Remedy implementations declare the level of the support group but don’t utilize it extensively. It is easy that in a multi-tenancy environment each company uses it’s own classification criteria for support levels. Or worse, each Remedy administrator selects a level when creating the group almost randomly.
As in a lot of other configurations, having a consolidated criteria can provide us with a lot of information when analyzing the service.
In this post I will review the support level concept and provide a recommended classification. … Read the complete post
BMC Remedy applications typically categorizes their requests in an operational and product scopes. These categories can be shared, so all applications feed from the same categories list, be particular, so each application has his own categories, or using a mixed strategy.
In this post I will cover my recommendations when designing the categories for all applications. To share or not to share, that’s the question. … Read the complete post