10 Things to know About ITSM – by Jobin Wilson

January 15th, 2010 by Venkat Leave a reply »

I have read this post recently which highlights so many important points that are already existing, but not many people use them because few doesn’t know or doesn’t understand them correctly. In this post, Jobin pointed out 10 features/uses which he would have used if he has known their existence. Read for yourself and decide how useful they will be in your implementations.

Original Post By: Jobin Wilson

When someone gets started with ITSM,there are a few points/concepts which if clear would make life much easy :-).There are couple of reasons for this -something which you think is a ‘customization’ that needs to be built,might be already existing in some form or the other or even there could be some existing functionality that would help you to build your customization very easily or even understanding them would help you to know in detail about how the product behaves
The points below were consolidated so that it can benefit everyone who works on BMC Remedy ITSM.

1.Multi-tenancy
In the BMC Remedy ITSM applications, the multi-tenancy feature is available for Data segregation based on company. Access to data is controlled by a user’s access to a company.
(reading up a little bit about field 112 would be helpful as-well).
This feature is enabled from Application Administration Console>Custom Configuration>Foundation>Advanced Options>System Configuration Settings-System Settings

2.Restricted and Unrestricted access
This is related to multi-tenancy & for restricting data access of individuals to only companies that are relevant for them.Unrestricted users can access data for all companies based on there application permissions (Say a Global Support Manager).This is configured from People form’s Login/Access Tab.Check “Unrestricted Access” for granting such an access to a user.For restricting access to specific companies, add them into “Access Restrictions” Table

3.ITSM in a DSO environment

ITSM Installer now provides more support for DSO (7.5.xx onwards).Another good thing about the installer is that it is consolidated (ServiceDesk,Change Management & Asset Management) & runs on multiple platforms (InstallAnywhere based).Enable user defined prefix from SYS:System Settings.The ‘Custom prefixes’ are one of the most important aspects of a DSO enabled environment for ITSM.Update SHR:SchemaNames in the other server for appropriate application prefix (user defined prefix).Update field default for field ID 1 to match the prefix setup in above step.For additional information,refer ITSM-DSO-Enablement.doc

4.ITSM plug-ins
Another common query is regarding the plugins used by ITSM.Below is a list of few important ones
4.1ARDBC Plugin : Provides Overview console functionality, a view of work assigned across multiple applications. Query on the Vendor form triggers the plug-in

4.2Command Automation Interface (CAI) – libcaieventcmd/caiventcmd.dll :Primarily used by Requestor Console ,SRMS,TMS etc. CAI subsystem provides a common infrastructure that can be shared across applications for integration. It is a filter API plug-in

DVF Plug-ins ( These are for data visualization to provide graphical representation of data)

1.Task Viewer – Provides a graphical representation of tasks, task groups and their sequencing
2.Change/Release Calendar – Provides a calendar representation of changes/releases within the Organization.This is very important for scheduling changes /releases. Similar to outlook calendar view

5.Approval mapping & Integration with approval server

in ITSM,there is tight integration with approval server.Applications like change management have this integration because critical changes done to the production infrastructure needs to be following the approval process of the enterprise so that sufficient “what-if” scenarios can be thought about & appropriate sign-offs can be obtained.

Approval Mappings for Change Management Application is done from Application Administration Console>Custom Configuration>Change Management>Approval> Approval Mappings

Approval Process Configuration is done from Application Administration console>Custom Configuration>Foundation>Advanced Options>Approval Process Configuration

The approval processes that are configured can be based on CI (Configuration Item) and IA (Impacted Area)

Approval Rules involved in these processes can be viewed/customized from the form AP:Administration console

6.Risk Management

Risk assessment within change management helps to achieve greater productivity by combining qualitative and quantitative criteria for assessing the risk level associated with a change.The computed risk value can be selected, based on answers to a series of predefined questions.Derived risk factors are based on the historical performance of different aspects of a change. For all configured derived risks, a cumulative performance rating is stored

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2 comments

  1. Jim says:

    How would points 1 and 2 help resolve the issue of a user who is involved with multiple Companies and entering tickets. Would they have to have a login ID for each company? Are there any other solutions?

Dare to share..

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