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
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 to administrate from Contact Management forms, but the groups appears in the menu fields (like the incident’s assigned group), which can be undesirable. Second solution provide you more control, but force your administration to be done at the User form, since these permissions can’t be granted from the Contact Management forms… until now.
In this post I will show you how you can allow the administration of these custom permission groups from the CTM:People form for ITSM 7.x versions (and probably others). … 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 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
In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be interpreted. Also I’ve reviewed the operational categorization. The other side of categorization is the product categorization.
In this post I will review the most important facts that a product categorization must accomplish and I will provide a model that fulfills these conditions. … Read the complete post