WWRUG12 – Conference Educational Sessions (2 of 3)

August 28th, 2012 by VenkatM

wwrug12

 

WWRUG12 – Conference Session Update, Educational Sessions (2 of 3) as presented to ARS List by Phil Bautista

Topics included:

  • Requester Console – How to Use It with SRM?
  • The CMDB Common Data Models – There are two of them!
  • Service Request Management – Advanced Building Process
  • Service Request Management – Basic Building Process
  • Performance Tuning the AR System

 

Topic: Requester Console – How to Use It with SRM?

Abstract:

This session is designed to train the attendees on:
– What is the Requester Console?
– What are the administration requirements?
– How does it work with and without SRM installed?

Synopsis:

The out of the box Customer Interface with BMC’s ITSM product is the Requester Console. This process allows the users to submit their own service requests and have those requests generate a fulfillment request into Incident or Change. This is a basic approach to providing access to the customers to view and submit their own requests and is not as colorful and complex as the SRM or other interface products can become.

In recent engagements, there have been requests to have users utilize the Requester Console on the basis of the clients having SRM or other Customer Interfaces incorporated and wish not to engage in heavy customization requirements.

This session will review the aspects of using the Requester Console and what modifications/customizations will have to be performed in order to get the Requester Console to work appropriately when at least SRM is installed.

Topic: The CMDB Common Data Models – There are two of them!

Abstract:

This session is designed to train the attendees on:
– What are the two common data models?
– How to populate the two common data models?
– How to extend and manage the two common data models?

Synopsis:

Configuration Management Database (CMDB) is all about managing the Configuration Items (CIs) that a customer possesses, the CI attributes and its CI to CI relationships. It allows for connectivity to external or federated data processing. It gives extended capability to normalize and reconcile the data, too.

This session is about the two Common Data Models (CDMs) that CMDB provides. These models – the CI Model and Relationship Model – play a major role within the organization’s ability to manage and control its CIs. The attendees will walk out of this session with a better perspective of what the two models provide and how they can manage, extend and populate the CMDB CIs through various methods.

Topic: Service Request Management – Advanced Building Process

Abstract:

This session is designed to train the attendees on:
– Building Complex Services using multiple PDTs and AOTs
– Building Services using the Advanced Interface With Mapping Fields process

Synopsis:

Service Request Management can provide support for more complex services like employee moves, new hire processing, and release requests. These processes generally require multiple fulfillment applications to be generated and at times, have fulfillment applications fire based on a criteria.

In addition, SRM has some limitations within the out of the box features; however, those limitations can be overcome by utilizing the Advanced Interface Form with Mapping Fields to allow the developer to incorporate Action Request System workflow object capability to enhance or to meet the necessary requirements from the customer.

This session will cover the processing steps used to fulfill both options, where the attendee will walk out of the session possessing a guide into building complex services within their own environment.

Topic: Service Request Management – Basic Building Process

Abstract:

This session is designed to train the attendees on:
– The Different SRM Permissions
– The various SRM Administration Options
– Building SRMs using URLs, Sample Templates and Custom Templates

Synopsis:

Service Request Management (SRM) is BMC Software’s Customer Interface to the world of ITSM and Remedy. This product allows the users to select a particular type of Service Offering by the underlying company and have the request be redirected to the appropriate Fulfillment Application or website.

SRM is like a standard jigsaw puzzle, where it requires multiple pieces to be put together to bring together the entire picture. It all begins with the designing of the SRM process, carries over to the building and testing process, and then ends up with the deployment and utilization process.

This session will present an overview of the different permissions and SRM Administration options; however, will primarily focus on the step by step processing guide to building an SRM Service Offering. By the time the attendees walk out of this session, they will have a better idea on how to set up a basic service within SRM and make it available to their users.

Topic: Performance Tuning the AR System.

Abstract:

This session is designed to train the attendees on:
– How to troubleshoot using the Web Browser?
– Recommended settings for AR System, Mid-Tier, and Specific Application
Environments;
– Five cornerstones of performance tuning
– Documentation Documentation Documentation

Synopsis:

Performance Tuning is a must for any and all organizations to ensure the Remedy Environment is continuing to work effectively day in and day out. Put yourself in your user’s shoes! Do you like the speed of the system? Do you like filling out all of the field requirements? Is the form to complex and busy to fill out? Is it easier to get someone else to record the request while you do the actual job?

This session will focus on the five cornerstones of performance tuning – database, platform, network, Remedy server/application, and Web – highlighting the common areas to focus ones attention on improving performance within the Remedy systems.

This session is designed for anyone working within the Remedy environments; however, this is only a small portion of what is truly required to keep the focus of performance of the Remedy systems at a high level.

 

More in this series

WWRUG12 – Conference Educational Sessions (1 of 3)

WWRUG12 – Conference Educational Sessions (3 of 3)

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