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

••••••••••

» ITIL

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

BMC Remedy ITSM: Change Management Process Flow

Posted on June 11, 2012 by Jose Huerta in Best practices | Leave a comment

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

Using BMC Remedy ARS for non IT purposes

Posted on February 24, 2012 by Jose Huerta in Remedy Comments | Leave a comment

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. … Read the complete post

1 2 3   Next »