Archive for the ‘SRM’ category

BMC Remedy ITSM 7.6.03: Configuring Service Request Management

August 10th, 2012

BMC Remedy ITSM 7.6.03: Configuring Service Request Management

This video shows you how to configure BMC Service Request Management, or SRM. After watching this video, you should be able to plan how to use the settings shown here to meet your organization’s needs.

Service Catalog – What is it, why we need it, and how to build one.

October 13th, 2009

Service catalog is one of the buzz word you hear a lot, organizations want to build a proper service catalog that serves the basic needs of its employees or customers in a simple fashion where one can browse through the services offered by the company.

To get a simple idea about Service catalog and what is it all about, watch this 2 min video

Service Catalog –

A service catalog (or catalogue), as defined in Information Technology Infrastructure Library (ITIL)  Service Delivery, is a list of services that an organization provides, often to its employees or customer“.

Typically any service catalog contains:

  • A brief description of service offered
  • Procedure to utilize the service
  • Costs related to the service
  • Time required to fulfill the request (SLA)
  • Who can avail the service

Another video from CSU class which explains the need for a service catalog based on ITIL v3 Service Design volume.

Services can be of different types Business Service- a high level or high priority services provided to fulfill the business needs, Technical Services, and Service Requests for employees or customers.

Mastering BSM: Building a Service Catalog by BMC Software

This video will walk you through how BMC built its internal Service Catalog. It is intended for IT Professionals who are either starting or in the process of building a service catalog.

Chris Flynn, Service Level Manager, BMC Software explains how they built a service catalog for internal purpose. Its a short video explaining how a service catalog should be built and what important steps need to be taken care of. I liked the part where he suggests to celebrate and take a break after building a catalog :)

A simple Service Catalog example from Service Engine:

service_catalog_Service Desk

service_catalog_Service Desk

Most important is KISS – Keep it simple stupid!

Yes, make it simple for end users who dont need to understand the technical details or doesn’t care about what OS or underlying database.

Make simple catalog just like a restaurant menu in plain english and short description about the service, and try to get them in to categories for easy access and understanding.

Couple of interesting reads about Service Catalog:

Share your experiences in building a service catalog here….

Namaste

Venkat

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