Posts Tagged ‘Service Desk’

WWRUG12 – Conference Educational Sessions (3 of 3)

August 28th, 2012

wwrug12

 

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

Topics Include:

  • How to Administer Release Management?
  • The Approval Server Process – How does it Work?
  • The Approval Server Process – How does it Work?
  • How to Administer Change Management?
  • How to Administer Problem Management
  • How to Administer Incident Management Requests?

Topic: How to Administer Release Management

Abstract:

This session is designed to show the attendees how to:
– Understand the Release Process
– Setup Milestone Requirements
– Setup Activity and Change Request Requirements
– Setup the six approval phases of Release Management
– Manage the different permissions and functional roles
– Other administration features related to Release Management

Synopsis:

What is Release Management? Why are you not utilizing Release Management when you have implemented ITSM? What is so difficult about launching Release Management?

This session covers the purpose and capabilities of Release Management, as well as, providing administrative insight into setting up the different administration features associated to the application. This involves working with Milestones, Activities and Change Request requirements; managing the six different approval stages; the different permissions and functional roles associated with Release Management; and understanding the overall process of Release.

Topic: The Approval Server Process – How does it Work?

Abstract:

This session is designed to show the attendees how to:
– Set up Approvals for Change Management
– Override an approving authority
– Setup Alternates for other individuals
– Set up Approvals for Custom Process Paths for Change Management
– View various Approval Server Report features

Synopsis:

The Approval Process is like a seek-a-word game, where you have to find the right pieces of the tools to make things work effectively. For example, how to find the hidden requirement of allowing an approving authority to be notified of approvals for high-risk level changes but to automatically approve Changes that are of a lower risk level.

This session will provide training on how to:
– Set up the four approval stages and different approval phase options (Ad hoc, Chain Management Chain, Custom Level, CI, IA, CI and IA, or No Impact);
– Override an approving authority as an administrator of the entire system in case the individual does not have an alternate or to set up alternates for those individuals who do not have the time to do the setup for themselves;
– Bypass the approval process stages (Skip Business Approval and Implementation Approval and go straight to Scheduled status) without
requiring a stoppage at that particular approval stage;
– Generate reports to view all approvals, rejections, etc and when those approvals were completed or to view other approval details.

Topic: The Approval Server Process – How does it Work?

Abstract:

This session is designed to show the attendees how to:
– Set up Approvals for Change Management
– Override an approving authority
– Setup alternates for other individuals
– Set up Approvals for Custom Process Paths for Change Management
– View various Approval Server Report features

Synopsis:

The Approval Process is like a seek-a-word game, where you have to find the right pieces of the tools to make things work effectively. For example, how to find the hidden requirement of allowing an approving authority to be notified of approvals for high-risk level changes but to automatically approve Changes that are of a lower risk level.

This session will provide training on how to:
– Set up the four approval stages and different approval phase options (Ad hoc, Chain Management Chain, Custom Level, CI, IA, CI and IA, or No Impact);
– Override an approving authority as an administrator of the entire system in case the individual does not have an alternate or to set up alternates for those individuals who do not have the time to do the setup for themselves;
– Bypass the approval process stages (Skip Business Approval and Implementation Approval and go straight to Scheduled status) without
requiring a stoppage at that particular approval stage;
– Generate reports to view all approvals, rejections, etc and when those approvals were completed or to view other approval details.

Topic: How to Administer Change Management?

Abstract:

This session is designed to show the attendees how to:
– Associate the Service field to display service options;
– Skip Status Levels within a Change Request – from Information Change Requests to Emergency Change Requests;
– Utilize Task and Change Templates more effectively;
– Establish Risk Assessment to the Change Requests;
– Manage the different Permission and Functional Roles; and
– Additional Administration functionality

Synopsis:

There is always confusion between the utilization of Incident and Change Requests in today’s ITSM environment. Companies are utilizing Incident Requests to process requests that involve “changes to the environment” within an organization, department or user setting. Is this truely an Incident? Sure it can start out as an Incident, but any changes to the environment – whether is is a request to provide access to an application for a new user, installing non-approval required software on a laptop, or moving furniture from an office – should be processed through a Change Request because it requires someone’s support (and possible approval) to do the work.

This session will provide insight on how to utilize the different administration features within Change Management to make this all happen.
This includes:
– Setting up Custom Process Flow paths to support emergency requests, non approval requests, application information only requests and such to bypass different stages and status settings within Change;
– A review of the Task Sequencing process and how to utilize the tasks within Change Templates to be more effective for the users;
– Establishing the risk level assessment requirements;
– Reviewing the different permissions and functional roles associated to Change Management; and
– Reviewing other Administration options that are available.

Topic: How to Administer Problem Management

Abstract:

This session is designed to show the attendees how to:
– Establish a Problem Management Support Team;
– Associate the Service field to display service options;
– Setup the priority requirements for Problem Investigation and Known Error requests
– Manage the different Permission and Functional Roles;
– Incorporate Problem Tickets with other applications; and
– Other related administration requirements

Synopsis:

The majority of the organizations who are implementing ITSM, takes the backseat or secondary approach to Problem Management because it is not prepared or never had a problem management process in place.

This session will address the importance that Problem Management can play within an organization/company’s environment by presenting training on the following areas:

– How to establish a Problem Management team that will not involve the Front Desk Support Staff (or Service Desk Teams);
– How to associate the Service field with the appropriate Problem Service Catalog options;
– How to establish the Priority level settings for two of the three form processes found within Problem Management;
– How to manage the different permission and functional role requirements;
– How to incorporate Problem Tickets with other applications to show the relationship between being Proactive and Reactive; and
– How to handle other administration features provided within Problem Management.

Topic: How to Administer Incident Management Requests?

Abstract:

This session is designed to show the attendees how to:
– Associate the Service field to display service options;
– Utilize Templates more effectively;
– Setup Operational and Generic Categorizations;
– Manage the different Permission and Functional Roles;
– Follow Step by Step creating guidelines for ones users of Incident Requests;
– Additional Administration functionality

Synopsis:

With today’s economy in a downward spiral, training is generally the first thing that takes a hit in the IT Community. This session will provide an insight into the different adminstration features that can be hindered by the lack of knowledge (or training) in ensuring their Incident Management environments are being utilized effectively and based on company policies/procedures.

This session will cover:

– How to associate the Business Service CIs to make them appear in the drop down menu of the Service field and why an organization should utilize them within incident requests tickets;

– How to utilize templates within Incident Requests to speed up the documentation process for Service Desk Technicians;
– How to setup the Operational Categories to match to the Incident requests, as well as the effects this setup will have on other applications;
– How to setup the Resolution Category categories to support First Call Resolution or final service actions taken against a service request;
– What the different permission and functional roles are associated to Incident Management and how to view those profiles that are associated to each of these roles/permissions;
– How to establish a Step By Step guide for new users of the Incident system to lessen the training burden.

 

More in this series

WWRUG12 – Conference Educational Sessions (2 of 3)

WWRUG12 – Conference Educational Sessions (3 of 3)

 

WWRUG12 – Conference Educational Sessions (2 of 3)

August 28th, 2012

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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