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
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