Estimating the required number of licenses
What is new in BMC Remedy ITSM 8.0
Adding custom permission groups to ITSM foundation
Understanding the Request Id field in BMC Remedy
Operational Categorization for BMC Remedy
Naming convention for BMC Remedy Action Request System
BMC Remedy Incident Management Categories
Case Insensitive mid-tier login
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
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
Another good video from BMC, about “BMC Remedy ITSM 7.6.03: Quickly creating a Fully Qualified Incident Request”, as they say, or “Using Incident Templates”, a more clear description. I will take profit on those good videos, to comment and expand them.
So, in this post I will show you this video and provide my point of view. … 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
The Remedy for IT by Jose M. Huerta is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 3.0 Unported License.
Applying ITIL on Small Sized Organizations
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