BMC Service Request Management

Transcription

1 BMC Service Request Management Introduction to SRD Service Request Definition ( SP2) Presenter Vignesh Nadar Date: 17 th Sept 2013

2 # What is:- SR SRM SRD AOT PDT Work Order Request Entry Console Agenda Introduction to SRM # How to:- Create Application Template(optional) Create AOT Create PDT Create Navigational Categories Create\Modify SRD Steps to create SRD INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 2

3 Overview - BMC Service Request Management Documentation Description SR SRM SRD AOT PDT Work Order A request for service to the IT organization. Service requests can be requests for change or requests to resolve incidents that impact users. As a concept, the process of managing IT services to meet the customer s requirements. As a function, the application makes sure that IT services are aligned to the needs of customers and users. As a process, the application aims to make sure the timely acceptance, documentation, handling, and close-out of service requests. Service offering available to users through the service catalog. Interface to a fulfillment application that is needed to fulfill a service request Intermediate object that relates AOTs to SRDs. System that provides basic functionality for assignment, status, work information, and task management in the application. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 3

4 Request Entry Console The Request Entry console provides an easy-to-use user interface in which you can: - Search the service catalog - Create, view, update, or cancel your service requests - View the status of your service requests - Enter requests on behalf of other users In addition, the Request Entry console shows the most popular service requests to reduce the time that you spend browsing the service catalog. The Request Entry console uses a cart, similar to many e-commerce websites, so that you can add multiple service requests to the cart and submit them in a single operation. If your company uses the BMC Cloud Lifecycle Management solution, a My Cloud Services Console link on the left navigation pane allows you to launch the cloud life cycle management console. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 4

5 Request Entry Console INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 5

6 Create AOT An AOT is the interface to the back-end application that creates the backend fulfillment application record. In the AOT, define the company, application, and application template (if any). To define an AOT, use the Application Object Template form. To access this form, from the Application Administration Console, click the Custom Configuration tab. From the Application Settings list, choose Service Request Management > Application Configuration > DefineApplication Object Template, and click Open. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 6

7 Create AOT AOT INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 7

8 Create AOT Adding Target Data - Select the target Data and click close INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 8

9 Create AOT After the Target Data is added click save and your AOT is created INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 9

10 Create PDT After creating the AOTs, you must create a process definition template (PDT), which is the intermediate object that relates AOTs to SRDs. In other words, a PDT can define the process used to fulfill a specific service request. For Example: Creating an incident request and a series of change requests for a hard drive upgrade. PDTs are not directly used by themselves; they are intended for use only with SRDs. PDTs can: - Reference one or more AOTs and other PDTs. - Be launched in a series or in parallel. - Include conditions to determine whether an AOT or PDT is launched. To define a standard PDT, use the Process Definition Template form. To access this form, from the IT Home page, click the Service Catalog Manager Console link. Click Console Focus in the left navigation pane, and click Process. A PDT can be nested inside other PDTs, but you can nest PDTs only up to six levels. A PDT cannot be nested inside itself. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 10

11 Create PDT From Service Catalog Manager Console, Under Console Focus select Process > Create INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 11

12 Create PDT Add a AOT>Click on the Yellow Mark> Define Properties>Apply INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 12

13 Create PDT Define and Add the Variables according to the target data selected in the AOT INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 13

14 Create PDT Map the Target data with the variables, select the target data>in Input select the variable value>apply and then save the PDT INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 14

15 Create Application Template(optional) You can use application templates for routine incidents, standard changes, or work orders that users frequently request. Do not confuse application templates with application object templates (AOTs) AOTs are container objects that contain an application template. Application templates are templates that are part of other applications, for Example: Work order templates are used with the Work Order Management application, which is included with BMC Service Request Management. Change templates are used with the BMC Remedy Change Management application. Incident templates are used with the BMC Remedy Incident Management application. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 15

16 Create Navigational Categories You must set up navigational categories so that you can choose one when an SRD is created. These navigational categories appear in the Request Entry console when the user clicks Browse Catalog. When creating navigational categories, as a best practice, divide the service into two parts and make two lists: Items you support for example, Hardware, Software, Networks, and so on. Services you provide for example, Repaired, Replaced, Trained, and so on. After you define the navigational categories, their values appear in the following areas: - Service Request Definition form - Defined Locales form (click the Other Locales button on the Service Request - Definition form) - SRD Qualification for Entitlement form - Approval Mappings You can define categories for one company, which makes the appropriate categories visible only for that company. Using the Category Management form, you can create three levels of categorizations for a specific company (for example, Installation > Desktop > Windows, or Change > Application > Password). Navigational categories do not appear in the Request Entry console until they are associated with an SRD INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 16

17 Create Navigational Categories When defining navigational categories, the best practice is to follow this sequence of steps: - Step 1 Defining global navigational categories on page 68 - Step 2 Defining company navigational categories on page 70 - Step 3 Sorting navigational categories on page 71 Follow this sequence because you move company navigational categories up and down the navigation tree relative to the global categories. After you specify the sequence of the global categories, they are fixed and do not change when you start working on your company categories. After you establish the global categories, you move the company categories around them, above or below a global category. To define Navigational Categories, use the Category Management Form. To access this form, from the IT Home page> Application Administrator Console>Custom Configuration> Service Request management>navigational Categories> Category Management INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 17

18 Create Navigational Categories Select the company>add>define Category Details>Apply>Close INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 18

19 Create\Modify SRD Before you can create service request definitions (SRDs), you must create an application object template (AOT) for each step in a process and a process definition template (PDT) for each process in a service request. SRDs are created by the Service Catalog Manager to define service offerings, which are communicated to users through the service catalog and shown on the Service Request console. You must have the Service Catalog Manager permission to create SRDs. Use one of the following methods to create the SRD: - Use the Service Request Definition form (the traditional method). - Use the Service Request Designer. Note: The Service Request Designer is a simple wizard that creates basic SRDs, with minimal or no training required. Users can make new services available in minutes., but you can still use the traditional method to create SRDs Select one of the service request definition (SRD) types: - Standard SRD - Quick Launch SRD Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD.. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 19

20 Steps to create SRD Steps to create SRD 1 Use one of the following methods to create the SRD: - Use the Service Request Definition form (the traditional method). - Use the Service Request Designer. 2 Select one of the service request definition (SRD) types: - Standard SRD - Quick Launch SRD 3 Add the PDT to the SRD. 4 Add questions, text, or service request fields to the SRD. - Note: This is not applicable for quick launch SRDs. 5 Set approvals for the service request. 6 Add entitlements to the SRD. 7 Add work information for the SRD. 8 Define SRD approvals. - Note: This is not applicable for quick launch SRDs. 9 Define service targets for the SRD. - Note: Service targets are available only if you have BMC Service Level Management installed. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 20

21 Steps to create SRD 10 Add a survey to the SRD. 11 Localize the SRD. 12 Deploy the SRD to your user community. - The SRD automatically appears as a service in the Request Entry console. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 21

22 Create SRD Using the Service Request Definition form To create a SRD, use the Request Definition form. To access this form, from the IT Home page> Service catalog Manager Console> Console Focus> Request Definition>Create In process template, select the PDT created Then only the Q&M gets active and then add the question required for the SRD INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 22

23 Create SRD Using the Service Request Definition form Question & Mapping Once the questions are added>next>for the variables add the question>apply>close INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 23

24 Create SRD Using the Service Request Definition form On the Service Request Tab of SRD from>add Approval INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 24

25 Create SRD Using the Service Request Definition form On the Entitlements Tab we can add rules like who should be able to view the SRD INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 25

26 Create SRD Using the Service Request Definition form On the Work Info Tab>Add SRD related info/add attachment/check History INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 26

27 Create SRD Using the Service Request Definition form On the Approval tab>set the Approval Engine On or Off> Then we can add the approver name as well After that save the SRD and re login> On the Request Entry Console you will be able to see the SRD with Status as Deployed INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 27

28 Create SRD Using the Service Request Definition form SRD shows on the Request Console>Request for the Service>will be able to see the question form> Submit the Request INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 28

29 Important Tips Non-support staff people - If you select a Read license for any user, you must set the Submitter Mode option to Locked in the Licenses tab of the AR System Administration: Server Information form. Navigational categories You must have the SRM Administrator permission to navigational categories. Do not appear in the Request Entry console until they are associated with an SRD. Some SRD categories are pre-configured by default with their own images. You can relate a different image with these categories. In addition, when you configure your own navigational categories for your organization, you can assign customized images to them, based on your organization. If guest users must be able to access navigational categories, create the categories for global companies. You cannot delete a navigational category that is currently used with an SRD. You must first select a different category for the SRD or delete the SRD. Then, you can delete the category. AOT s You must have the Request Catalog Manager permission to create AOTs. PDT To create and modify PDTs, you must have Request Catalog Manager permissions. A PDT can be nested inside other PDTs, but you can nest PDTs only up to six levels. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 29

30 Important Tips SRD s You must have the Service Catalog Manager permission to create SRDs. You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD. Some of the fields in the Service Request Definition form are prefilled for example, the Status is set to Draft. The Service Request Definition ID is generated automatically when the SRD is saved. If guest users must be able to access the SRD, select Global. When you add a question to the Questions Library, conditions added to the question are not stored with the question in the Questions Library. INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 30

31 End For Any Questions/Concerns, You can Get in Touch with Us! OnDemand Communities site: This webinar s thread: Contacts: Vignesh Nadar (vignesh_nadar@bmc.com) Gary Reif (gary_reif@bmc.com) Jim Davis (jim_davis@bmc.com) INTERNAL USE ONLY Copyright 9/17/2013 BMC Software, Inc 31