Remedy Training Guide Level2 3

ITServiceManagement Processes&Remedy
Level2&3Support ComprehensiveUserGuide
Version1.1
V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx
Table of Contents
Table of Contents ................................................................................................................................... 2 IT Service Management Processes & Remedy ............................................................................................. 5 Overview ................................................................................................................................................ 5 IT Service Management at Monash ............................................................................................................... 7 Overview ................................................................................................................................................ 7 IT Service Management Introduction .................................................................................................... 8 IT Service Management Functions and Processes ................................................................................. 9 IT Service Management Terminology ................................................................................................. 12 IT Service Management Roles & Responsibilities .............................................................................. 14 Introducing Remedy..................................................................................................................................... 16 Overview .............................................................................................................................................. 16 Logging onto Remedy.......................................................................................................................... 17 Logging Off Remedy ........................................................................................................................... 18 Remedy Console Access ...................................................................................................................... 19 Navigating Remedy ............................................................................................................................. 20 Overview Console ................................................................................................................................ 21 Incident Management................................................................................................................................... 22 Overview .............................................................................................................................................. 22 Introduction to Incident Management.................................................................................................. 23 Incident Management Process ............................................................................................................. 24 Accessing & Navigating the Incident Management Console .............................................................. 25 Accessing and Navigating the Incident Management Screen .............................................................. 29 Creating a new Incident Record ........................................................................................................... 38 Creating a new Incident Record Work Detail ................................................................................... 43 Assigning an Incident Request............................................................................................................. 45 Re-assigning an Incident Request ........................................................................................................ 46 Progressing an Incident ........................................................................................................................ 47 Updating/Modifying an Incident.......................................................................................................... 50 Resolving and Closing an Incident ...................................................................................................... 51 Quick Close Templates ........................................................................................................................ 54 Searching for an existing Incident ....................................................................................................... 55 Searching for an existing Incident Defined Searches ....................................................................... 56 Searching for an existing Incident All Records ................................................................................ 57
Continued on next page
Table of Contents, Continued

Service Request Management ...................................................................................................................... 58 Overview .............................................................................................................................................. 58 Introduction to Service Request Management ..................................................................................... 59 Service Request Management Process Flow ....................................................................................... 60 Accessing & Navigating Service Desk Online .................................................................................... 61 Fulfilling a Service Request ................................................................................................................. 63 Searching for a Service Request .......................................................................................................... 64 Problem Management .................................................................................................................................. 65 Overview .............................................................................................................................................. 65 Problem Management Introduction ..................................................................................................... 66 Problem Management Process Flow.................................................................................................... 67 Accessing & Navigating the Problem Management Console .............................................................. 68 Accessing and Navigating the Problem Management Screen ............................................................. 72 Raising a Problem Investigation Request ............................................................................................ 80 Assigning/Reassigning a Problem Investigation ................................................................................. 81 Creating Tasks ..................................................................................................................................... 82 Searching for a Problem Investigation ................................................................................................. 83 Service Level Management.......................................................................................................................... 84 Overview .............................................................................................................................................. 84 Service Level Management.................................................................................................................. 85 Managing Service Targets ................................................................................................................... 88 Production Change & Release Management ............................................................................................... 89 Overview .............................................................................................................................................. 89 Production Change & Release Management Introduction................................................................... 90 Production Change Management Process Flow .................................................................................. 93 Category and Approval Matrix ............................................................................................................ 94 Categories, Authorities & Lead Times ................................................................................................ 95 Accessing & Navigating the Change Management Console ............................................................... 96 Accessing and Navigating the Change Management Screen ............................................................... 99 Raising a request for Change ............................................................................................................. 108 Raising a request for Change Work Detail ..................................................................................... 110 Raising a Request for Change - Tasks ............................................................................................... 112 Raising a request for Change Relationship Detail .......................................................................... 114 Raising a request for Change-Relating Unavailability ...................................................................... 115 Progressing a request for Change ...................................................................................................... 116 Searching for an existing request for Change .................................................................................... 118
Table of Contents, Continued

Searching for a request for Change Defined Searches.................................................................... 119 Updating/Modifying a Change Request............................................................................................. 120 Asset and Configuration Item ................................................................................................................... 121 Overview ............................................................................................................................................ 121 Asset and Configuration Item Introduction ....................................................................................... 122 Procedure Workflows ........................................................................................................................ 126 Asset Record Overview ..................................................................................................................... 127 Updating Asset/Attributes/Status ....................................................................................................... 131 Relating a Person to a CI ................................................................................................................... 133 Updating Asset Location Details ....................................................................................................... 135 Process Overviews for Asset Management........................................................................................ 136 Advanced Functions .................................................................................................................................. 137 Overview ............................................................................................................................................ 137 Advanced Incident Functions ............................................................................................................ 138 Advanced Asset Management Functions ........................................................................................... 141 Advanced Service Level Management Functions.............................................................................. 146 Dashboards & Reporting.................................................................................................................... 149 Getting Help with Remedy ........................................................................................................................ 152
IT Service Management Processes & Remedy Overview

Introduction WelcometoITServiceManagementProcessesandRemedyTier2&3Support. This course has been developed to provide you with the necessary skills and knowledge to effectivelyusetheITServiceManagement(ITSM)systemRemedy,insupportofITSMprocesses atMonashUniversity. Thecourseconsistsofseveraltopics,allofwhichcompriseofbackgroundinformation,process flows,ITSMscreenoverviewsandwalkthroughs.Questionsmaybeaskedatanytime.
Audience
ThiscoursehasbeendesignedforanyonewhoworkswithinITSMoperations. Important:YouwillonlybegivenaccesstoRemedyonceyouhavecompletedthiscourse.
CourseSchedule Thiscoursehasbeenscheduledasfollows: 9.00am9.15am IntroductionandHousekeeping 9.15am9.30am CourseExpectations 9.30am10.00am ITServiceManagementatMonash 10.00am10.30am IntroducingRemedy 10.30am10.45amBreak 10.45am12.00pm 12.30pm4.00pm 4.00pm5.00pm
IncidentManagement ServiceRequestManagement ProblemManagement ServiceLevelManagement ProductionChange&ReleaseManagement Asset&ConfigurationItemManagement AdvancedFunctions GettingHelpwithRemedy Reviewandpracticetime
12.00pm12.30pmLunch
Objectives
Attheendofthiscourseparticipantswillhaveachievedthefollowing: UnderstandITSMTerms&ProcessesusedatMonash UnderstandyourrolewithintheITSMprocessesandhowRemedysupportsthese Record classification and the differences between Incident Management, Service RequestandProblemManagement AccessandnavigateRemedy Create,Update&SearchforIncident,ServiceRequest,ProblemandChangerecords UnderstandandnavigatetheServiceCentreOnline UnderstandadditionalITSMprocessesatMonashsuchas: o ReleaseManagement o Asset&ConfigurationManagement View&interpretKPIdashboardsandstandardreporting UtiliseappropriatechannelsforHelp
Overview, Continued
Contents Thispartcontainsthefollowingtopics. Topic ITServiceManagementatMonash IntroducingRemedy IncidentManagement ServiceRequestManagement ProblemManagement ServiceLevelManagement ProductionChange&ReleaseManagement Asset&ConfigurationItemManagement AdvancedFunctions GettingHelpwithRemedy SeePage 7 16 22 58 65 83 88 120 136 151
IT Service Management at Monash Overview

Introduction Thissectionofthetrainingguideaimstoprovidetheparticipantanoverallviewofthedifferent terms, processes and tools that are being implemented at Monash University. It will assist in consolidatingsuchtrainingandinformationobtainedthroughITServiceEnhancementandITIL Simulations. Thispartcontainsthefollowingtopics. Topic ITServiceManagementIntroduction ITServiceManagementFunctionsandProcesses ITServiceManagementTerminology ITServiceManagementRolesandResponsibilities SeePage 8 9 12 14
Contents
IT Service Management Introduction

Overview ITSM (IT Service Management) is the management of quality Information and Communication Technology (ICT) services that meet the needs of the business through a combination of organisationalcapabilitiesnamelypeople,processesandtechnology. TheITInfrastructureLibrary(ITIL)istheframeworkthatsupportsITService Managementand assistsindefiningterminologyandprocesses.
Importantfor Monash
Moving to implement IT Service Management processes with the supporting IT Service ManagementsystemRemedy,isanimportantstepforMonashUniversityforvariousreasons, including: ITSMprocessesprovidequalityservicetostaff,students,academicsandresearchers; ProvidescommonUniversitywideICTsupportprocessesandsystem; Fullysupportstheabilitytopasscallsbetweensupportgroupsandvisibilityofsupport requestsbyprovidingoneITServiceManagementsystem; Accesstostandardreports; ITSMsupportstheICTSharedServicesprojects; AlignsITServiceswiththeUniversityobjectives.
Whatdoesit meanfor Monash
Introductionandtrainingofnewprocesses,terminologyandsupportingITSMsystem,which combinedwillworktoimproveoperationalefficiency. New central ITSM System to replace multiple call logging systems. BMC Remedy 7.6, otherwiseknownasRemedy,whichisaleadingglobalITServiceManagementapplication willtakeeffectonMondayOctober18th2010.
Whatdoesit meanforyou
Thereisanewwayofdealingwithandclassifyingourrecordswhichwillbesupportedby theITSMsystemRemedy. New processes will be in place creating greater ownership and transparency of jobs. IT Service Enhancement training highlighting these processes and how they fit into Monash Universityhasbeenprovidedtoallimpactedusers. EffectiveMondayOctober18th2010youwilluseRemedytolog,track,updateandcloseany records.AllnewcallswillbekeyedintoRemedywhilstHEATremainsasreadonly.Existing jobswillstillbeabletobecompletedwithinHEATforaperiodoftwoweeks.
IT Service Management Functions and Processes

Background ITServiceEnhancementtrainingdeliverskeyobjectivesinclusiveof: ExtendingourknowledgeofITILterminology,structureandconcepts; ExplorecoreprinciplesofITILpracticesforITServiceManagement;and Placing2ndLevelsupportintocontextwithintheITILframework.
KeyMessages
ThefollowingslidesdetailthekeymessagesandlearningsprovidedbyITServiceEnhancement: AFunctionisdefinedasaunitoforganisationspecialisedtoperformcertaintypesofwork andareresponsibleforspecificoutcomes:
Functions
IT Service Management Functions and Processes, Continued

Processes ITServiceManagementandRemedywillsupportthefollowingprocesses: IncidentManagement; ServiceRequestManagement; ProblemManagement; ServiceLevelManagement; ProductionChange&ReleaseManagement;and Asset&ConfigurationManagement.
10
IT Service Management Functions and Processes, Continued

Roles VariousRolesmaysitwithinFunctions:
Role FirstLevelSupport (Tier1Support)
Description The Service Desk is regarded as the first line of support for customers. As much information as possible is provided to this grouptoensurethatfewerincidentsareassignedtosecondlevel support. Second level support groups are often made up of staff with greatertechnicalskillsthatfirstlevelandhaveadditionaltimeto devotetoincidentdiagnosisandresolution Third level support is provided by internal or external specialist technical groups. These groups may include; Server support, ApplicationManagementandHardwareMaintenanceEngineers.
SecondLevelSupport (Tier2Support) ThirdLevelSupport (ThirdLevelSupport)
11
IT Service Management Terminology

Overview With the introduction of new processes comes the introduction of new terminology, some of whichyouwillbefamiliarwithalready.Suchterminologyisrecognisedgloballyandfallsunder the ITIL and IT Service Management framework. At Monash University we are currently focussingonServiceTransitionandServiceOperations. ThefollowingdiagramdetailstheServiceManagementLifecycle:
Service Management Lifecycle
Term ITIL ITSM
Definition IT Infrastructure Library (ITIL) is the best practice framework used in theprovisionofinformationtechnologyservices. ITServiceManagement(ITSM)isasetofcapabilitiesformanagingICT services.ItiscentredonaligningITserviceswithUniversityobjectives to provide continuous quality service to students, academics and researchers. Strategicstepwithinthelifecyclefocusingonhowtodesign,develop andimplementservices. Focuses on identifying improvements necessary to maintain value to customersoverthelifecycleofservices. Focuses on the development and improvement of capabilities for transitioningnewandchangedservicesintooperations. Focusesonachievingeffectivenessandefficiencyinthedeliveryand supportofservices. Provides guidance on the measurement of service performance throughtheservicelifecyclesuggestingimprovementstoensurethat aservicedeliversthemaximumbenefit.
ServiceStrategy ServiceDesign ServiceTransition ServiceOperation ContinualService Improvement
12
IT Service Management Terminology, Continued

Definitions ThefollowingtermsformpartofthenewprocesseswithinMonashITServiceManagement: Term Definition IncidentManagement Incident Management is the process for dealing with all incidents; thiscanincludefailures,questionsorqueriesreportedbytheusers usuallyviaphonetotheServiceDesk. ServiceRequest ServiceRequestManagement(SRM)istheworkflowandprocesses Management thatmanageaservicerequestthroughitslifecyclefromsubmission throughdeliveryandfollowup. ProblemManagement Thecauseofoneormoreincidents.Thecauseisnotusuallyknown atthetimeaproblemrecordiscreated. ProductionChange AChangeisdefinedasanyaddition,modificationorremovalofany Management component of the IT infrastructure that may potentially have an effectontheserviceavailabilityorfunctionality. ReleaseManagement Areleaseisamajorchangethatisgoingtosignificantlyimpactthe functionalityofaservice,affectingthewayconsumersinteractwith thatservice. Asset&Configuration AConfigurationItemisanycomponentthatneedstobemanagedin Management ordertodeliveranITservice.
13
IT Service Management Roles & Responsibilities

ServiceDesk The following tables outline the key roles and responsibilities that will be encountered on a regularbasiswhilstworkingontheServiceDesk(Level1Support): Role User(Customer) Responsibility Requests support when required and provides all information in supportofthatrequest.Theserequestscanbesubmittedviaform (online),email,telephoneorwalkup. Provides front line interface between the customer and ICT for services supported by ICT, by ensuring that all incidents are recorded, prioritised, resolved, documented and communicated in anefficientandcontrolledmannerandwithinagreedServiceLevels. Updates and resolves incident requests with relevant information and status changes through the ITSM system. Where required, escalatetheincidentthroughtheChangeManagementprocess. Manages the group queue by distributing requests to Analysts, SpecialistsandChangeCoordinatorswithintheagreedtargetsasset out by the Service Level Agreements. Where service outages have notbeenresolvedwithintheSLA,escalatetotheserviceowner.
Incident Management
ServiceDeskAnalyst (Tier1)
SpecialistSubject MatterExpert (Tier2&3Support) GroupIncident Coordinator (Team Lead/Supervisor/ QueueManager)
ServiceRequest
Role User(Customer) ServiceProvider
Responsibility Auserrequestsinformation,accessoradviceonaserviceofferedin theICTServiceCatalogue. Service (or Fulfilment) Providers (i.e. Service Desk Analyst) execute the Service Request by managing the request through its lifecycle fromsubmissiontodeliveryandfollowup.
14
IT Service Management Roles & Responsibilities, Continued

Problem Management Role Specialist Responsibility Responsible for assigned requests and updating problem investigationswithrelevantinformationandstatuschanges. Suggestsworkaroundsandestablishestherootcausesofidentified problems. Propose and implement structural solutions for problems. Change Managementisnotrequired. ProblemCoordinator Reviews, justifies and validates the results of individual Problem InvestigationandactiontobetakenwithrespecttoKnownErrors. Ensuresthattheproblemsforwhichhe/sheisresponsibleprogress through the Problem Management process in a timely and prioritized fashion whilst ensuring that information entered is accurateandcomplete. Periodically reviews his/her problem investigations for which a practicalstructuralsolutioncouldnotbefound. Verifies structural solutions and closes the known errors and probleminvestigationsthathe/shemanages. ProblemManager Responsible for the quality and integrity of the Problem Managementprocess. ProblemManagement Overallauthorityandresponsibilityfortheprocessmetrics,policies ProcessOwner andprocedures. ContinuousServiceImprovementandreportingthatpertainstothe performanceoftheactualprocess.
15
Introducing Remedy Overview

Introduction Effective October 18th 2010 Remedy will be the key IT Service Management system in use at MonashUniversity.AllServiceDeskAnalystsandLevel2Supportstaffwillberequiredtouse thesystemonadailybasis. Thischaptercontainsthefollowingtopics: Topic LoggingontoRemedy LoggingoffRemedy RemedyConsoleAccess NavigatingRemedy OverviewConsole SeePage 17 18 19 20 21
Contents
16
Logging onto Remedy

AccessDetails RemedyisawebbasedapplicationandcanbeaccessedatanytimeviathenetworkatMonash University.
LoggingOn FollowthesestepstoLogOntoRemedy: Step 1 Action LaunchyourInternetBrowserandkeyinthefollowingURL: https://ServiceDeskOnline.monash.edu/arsys Result:TheMonashUniversityServiceDeskOnlineSystemdisplays:
Typeinyour: Username(authcate),and Password(authcate). Note:YourUsernameandpasswordarecasesensitive. ClickonLogIn Result:RemedyopensatOverviewConsole.
Password
RemedyusernamesandpasswordswillcopyfromyourAuthcateaccount.
17
Logging Off Remedy

LoggingOff YoucanlogofffromvariousscreenswithinRemedysimplybyclickingontheLogoutlinkor button. FromtheOverviewConsoleclickon FromtheITHomePageclickon locatedatthetoprighthandcorner. locatedinthetoplefthand
FromtheIncidentManagementConsoleclickon corner.
TimeOut
OnceyouhaveloggedontoRemedy,ifyoutakenoactionwithinthesystemforanhouritwill timeoutandyouwillberequiredtologonagain.
18
Remedy Console Access

Remedy Consoles The following table details the different consoles that are available within Remedy. Your permissionswithinRemedywilldeterminewhichconsolesyouhaveaccessto. Console Details ITHomePage The IT Home Page provides a quick link taskbar to access various consoles and applications within Remedy. These links are determinedbyyourpermissions. OverviewConsole The Overview console provides users with access to view in a singular location all the different requests linked to Incident Management that may be assigned to them. This console is reflectiveoftheuserspermissionsandmayincludeProblem,Asset andChangeManagementrequests. IncidentManagement TheIncidentManagementconsoleistheprimaryconsoleforService Deskanalysts.Itprovidesasinglepointfromwhichuserscanboth generate and monitor the progress of incident requests as they movethroughtheirlifecycle. ProblemManagement The Problem Management console provides problem coordinators and specialists with a single point from which they can create probleminvestigations,knownerrorandsolution databaseentries. Italsoprovidesaplacefromwhichtheycanmonitortheprogressof probleminvestigationsasitmovesthroughitslifecycle. ChangeandRelease The Change Management Console provides a dedicated workspace Management forchangemanagersandcoordinatorstomanagechangerequests. AssetManagement The Asset Management Console provides Asset coordinators and specialists with a consolidated view of all Monash IT Assets within theUniversity.Itprovidesaplacefromwheretheycanview,modify andmonitorassets.
LandingPage
All users will default to the Overview Console when they access Remedy. You can access additionalconsolesfromtheOverviewConsolewhererequired,orchangeyourdefaultsettings viathePreferencesoptionwithinRemedy.
19
Navigating Remedy
Overview WithinRemedythereare somekeyiconsandfieldsthatwillassistyouwithnavigationofthe system and in identifying mandatory fields when completing requests. The table below highlightstheseiconsandfieldsandexplainstheirfunctionality. Note:Additionaliconsandfieldsthatarespecifictoaprocesswillbeexplainedwheretheyare used.
Icons&Fields Icon/Field Bold* + Description Mandatoryfield Indicatesthefieldhaspredictivetextfunctionality Addnewcustomerdetailsspecifictoarecord Clearsthefield Toggletoviewadditionalinformationwithinthescreen Expandtextareatoenterandviewfurtherinformation Underlined field Clicktoviewdropdownlists Clicktoviewcalendarinformation Indicatesthatthefieldhasahyperlinktoanadditionalscreenwhichallows youtoviewfurtherinformationanddetails CreateanewRecord/WorkDetail ViewanexistingRecord/WorkDetail PrintanexistingRecord/WorkDetail RefreshatablewithinConsoles ExpandsectionswithintheNavigationPane
Modes
WhilstworkingwithinRemedythesystemcanbeinoneofthefollowingmodes;New,Searchor Modify.Remedymodesarecolourcodedforquickidentificationandhighlightedatthetopof eachscreen. CurrentMode:New CurrentMode:Search CurrentMode:Modify
20
Overview Console
Introduction TheOverviewConsoleprovidesuserswithaccesstoviewinasingularlocationallthedifferent requests that may be assigned to them. The requests displayed within this console are reflective of the users permissions and may include Problem, Asset and Production Change Managementrequests.
Screen Overview 1
ConsoleAreas
Area 1 Console Header 2 Console Management 3 Overview ConsoleTable 4 Navigation Pane
Description Identifies the mode (New, Search or Modify) that Remedy is currently in. Filter the requests displayed within the Console table, based on Company and View By. View By allows you to filter specifically on supportgroupsyouareassignedto. View all activities and requests that you are associated with and assignedto. Use the Navigation Pane to access various functions and navigate to additionalconsoleswithinRemedy.
21
Incident Management Overview

Introduction Incident Management is the process for dealing with all incidents throughout the incident lifecyclefromIdentificationandRecordingtoResolutionandClosure.
Contents
Thischaptercontainsthefollowingtopics: Topic IntroductiontoIncidentManagement IncidentManagementProcess Accessing&NavigatingtheIncidentManagementConsole Access&NavigatingtheIncidentManagementScreen CreatinganewIncidentrecord CreatinganewIncidentrecordWorkDetail AssigninganIncidentrecord ReassigninganIncidentrecord ProgressinganIncident Updating/ModifyinganIncident Resolving&ClosinganIncident QuickCloseTemplates SearchingforanexistingIncident SearchingforanexistingIncidentDefinedSearches SearchingforanexistingIncidentAllRecords SeePage 23 24 25 29 38 43 45 46 47 50 51 54 55 56 57
22
Introduction to Incident Management

Definition AnincidentisanunplannedinterruptiontoanITserviceorareductioninthequalityofanIT service. TheprimarygoalofIncidentManagementistorestorenormalserviceoperationtoCustomers asquicklyaspossibleandminimisetheadverseimpactonbusinessoperations. Thisissupportedbyadditionalgoalssuchas: Restore Services as soon as possible to the Customers satisfaction and within agreed serviceleveltargets(SLTs); Ensure additional technical and/or managerial support is provided whenever required to resolveanIncidentwithinagreedSLTs; ProvideclearcommunicationtobothITsupportandcustomersontheprogressofIncident resolution; Maintain meaningful records e.g. incident history, classification, response and resolution timeetc; Dealwithincidentsconsistentlypursuinghighqualityofservice;and Providemanagementinformationsuchasperformanceonincidentresponseandresolution timemetrics.
Goal
Roles& Responsibilities
Throughout the life of the incident the Service Desk acts as a single point of contact for all incomingincidents.ItistheresponsibilityofboththeServiceDeskandLevel2SupportGroups toprovideupdatesabouttheprogressofincidentresolutiontotheCustomer.Alsobyensure thattheyrecordandmonitoralltheiractionsandupdatethestatusoftheissueintheincident recordwithinRemedy. The following roles and responsibilities have been identified to support the Incident ManagementprocessesatMonashUniversity: Role Responsibility User(Customer) Requestssupportwhenrequiredandprovidesallinformationin support of that request. These requests can be submitted via form(online),email,telephoneorwalkup. ServiceDeskAnalyst Provides front line interface between the customer and ICT for (Level1Support) services supported by ICT, by ensuring that all incidents are recorded, prioritised, resolved, documented and communicated in an efficient and controlled manner and within agreed Service Levels. Specialist Updatesandresolvesincidentrequestswithrelevantinformation SubjectMatterExpert and status changes through the ITSM system. Where required, (Level2&3Support) escalatetheincidentthroughtheChangeManagementprocess. Manages the group queue by distributing requests to Analysts, IncidentGroup SpecialistsandChangeCoordinatorswithintheagreedtargetsas Coordinator (TeamLead/Supervisor/ setoutbytheServiceLevelAgreements.Whereserviceoutages have not been resolved within the SLA, escalate to the service QueueManager) owner.
23
Incident Management Process

ProcessFlow TheprocessflowdiagrambelowdetailstheIncidentManagementprocess:
24
Accessing & Navigating the Incident Management Console

Overview The Incident Management console is the primary console for any Analyst involved within the IncidentProcess.Itprovidesasinglepointfromwhichuserscanbothgenerateandmonitorthe progressofincidentrequestsastheymovethroughthelifecycle. FollowthestepsbelowtonavigatetotheIncidentManagementConsole: Step Action 1 FromtheOverviewConsoleclickontheIncidentManagementlinkunderthe ConsolesNavigationbar. Result:TheIncidentManagementConsoledisplays:
Navigatingto theIncident Management Console
Parts& Functions
The following tables explain the parts and functions of different areas within the Incident ManagementConsole.
ConsoleHeader Area Console/KPItabs Close Help Description Toggle between the Console and KPI tabs to access incidents and reporting. Closes the Incident Management console and returns you to the OverviewConsole. AccessHelpfunctionalitywithinRemedy
25
Accessing & Navigating the Incident Management Console, Continued

IncidentConsoleHeader
Area Company ViewBy Description Provides options to filter the incident request records in the Incidents tableusingthedropdownmenu. Provides options to filter the incident request records in the Incidents tableusingthedropdownmenu. Refreshupdatestheconsolewiththelatestinformation.
NavigationPane TheNavigationPanewithintheIncidentManagementConsoleprovidesyouwithquickaccessto additionalfunctionsandsearchoptionstosupporttheinformationdisplayed. NavigationPaneIncidentCounts Area ViewBroadcast, or NewBroadcast IncidentCounts Description Opens the broadcast dialog box, from where you can view anddeletebroadcasts.Unreadbroadcastmessagesdisplay the message: New Broadcast, along with the number of newmessages.Thebroadcasticonwillalsoturnred. Displays the number of Open, Unassigned, Unacknowledged, and Breached incidents for the Company andViewByfields.
NavigationPaneDefinedSearches Area Defined Searches ManageMy Searches Description Thisareaprovidesaplacefromwhichyoucanrunaseriesof predefined searches. You also have the ability to define customsearchesusingManageMySearches. Defines, edits, saves, and deletes custom searches. Saved custom searches appear in the My Searches area of the DefinedSearcheslist.See Note:Ifnocustomsearcheshavebeendefined,thentheMy Searchesoptiondoesnotappear. Opens the Watch List. Use the Watch List to track an incidentrecordthroughitslifecycle,evenifitisassignedtoa groupthatyoudonotbelongto.Onceyouaddanincident totheWatchListitwillstaythereuntilyouremoveit.
WatchList
26

NavigationPaneFunctions UsethelinksundertheFunctionsareatocompletethefollowingactions: Area NewIncident SearchIncident MyProfile Application Preferences Reminders Reports ManageCIs ManageInventory Surveys ProcessOverview Description CreateanewIncidentRequestrecord. Searchthedatabaseforcurrentincidentrequestrecords. Setyourprofile. Setyourapplicationpreferencesandapplicationoptions. Viewandcreatereminders. Createandruncustomreports. Search for information about specific CI types and gives youaccesstotheCIrecords. Access the Manage Inventory form ofBMC Remedy Asset Management. Reviewandrespondtocustomersurveys. OpensthedetailedIncidentManagementprocess.
NavigationPane UsetheConsolesfieldwithintheNavigationPanetoaccessadditionalconsolessuchasProblem Consoles andChangeManagement.RefertotopicRemedyConsoleAccessonpage16forfulldetailsof Consoles. Note:Consolesthatyoucanaccessaredeterminedbyyourpermissionsandthereforemayvary acrossusers.

27

IncidentsTable The Incidents table provides an overview of all incidents request records according to the companyselectedintheCompanyfieldandthegroupselectedintheViewByfield.
Area QuickActions
Description Fromthedropdownyoucanperformthefollowingquickactions: Assigntogroupmember:Reassignstheincidentrequesttoanother memberofyourgroup. Assigntome:Reassignstheincidentrequesttoyourself. IncidentClosure:MovesincidentrequestswithastatusofResolved totheClosedstatus. Print Printstheselectedrecord. View OpensanddisplaysthehighlightedIncidentrequest. Create Createsanewincidentrequestrecord. AddtoWatchList AddstheselectedrecordtotheWatchList. Preferences UpdateyourpersonalpreferenceswithinRemedy.
Details&Tasks
Area
Description Toggles the screen to display Tasks associated with the highlighted incidentrequest. Toggles the screen from Tasks to display the incident details associated withthehighlightedincidentrequest. Click on the Create icon to create new work information notes against theassociatedincident. ClickontheViewicontoviewworkinformationnotesandtheassociated incident. IncidentDetails DisplaysdetailedinformationabouttherecordselectedintheIncidents table.
28
Accessing and Navigating the Incident Management Screen

Introduction In this view, the fields most commonly used for creating, resolving, and updating incident requests are immediately visible. You can access additional, less frequently used functionality fromthetabbedsectionsoftheformorfromthelinksintheNavigationpane. The order in which the fields appear on the form reflects the order in which you gather the information when you create the incident request record. This reduces the amount of time neededtocreatetherecordandimprovestheoverallefficiencyoftheoperation.
Creatinganew Incident
CompletetheactionbelowtoopenanewIncidentrequestform: Step Action 1 FromtheIncidentManagementConsoleclickon: Thecreateicon or,
NewIncidentundertheFunctionsnavigation
Result:AnewIncidentRequestdisplays:
29
Accessing and Navigating the Incident Management Screen, Continued

Parts& Functions The following tables explain the parts and functions of different areas within the Incident Requestscreen.
IncidentHeader The Incident header identifies the current mode that Remedy is in and allows you to action searchesornewrequestsquickly.
ProcessFlow StatusBar
TheProcessFlowStatusbarhighlightsthemilestoneswithintheprocessandstepsyouthrough the Incident Management lifecycle from Identification and Recording to Closure. Using the Process Flow Status bar to work through the Incident process will assist you in identifying all mandatoryfieldsandinformationrequiredateachstage. ThecurrentstagethattheIncidentisinhighlightsingreenforeasyidentification.
30

NavigationPane TheNavigationPanewithintheIncidentManagementscreenprovidesyouwithquickaccessto additionalfunctionsthatsupporttheIncidentManagementprocess. Note:NotallfunctionsarecurrentlyinuseatMonashUniversity. NavigationPaneQuickActions NavigationField Description AssigntoMe Assignstheincidentrequesttothepersoncreatingtheincident. AutoAssign Using Auto Assignment rules, displays the relevant support groups in whichtoassigntheincidentto. Broadcast Create and send a new broadcast for a specific incident to the Incident appropriatesupportgroups. Note:thisisavailabletoServiceDeskonly Customers Displays the number of incidents for the customer. Click on to view Incidents CustomersIncidentstableinapopupwindow. Incident Lookformatching,orsimilar,incidentrequests,probleminvestigations, Matching known errors, and solution entries to assist with resolution of the incident. Select Mandatory field Select the appropriate Operational Category to Operational classifythetypeofissuethecustomerisexperiencing. SelectProduct Mandatory field Select the appropriate Product Category the customerisexperiencingissueswith. Note:ThiswillassistindefiningtheSupportGroupforAutoAssigning theIncident.
NavigationPaneLinks NavigationField ViewAuditLog Tasks Categorizations Search KnowledgeBase Create Knowledge Description ViewtheAudittrailofanexistingincident. ViewallTasksassociatedwithanincident. ViewtheCategorizationsthathavebeenselectedfortheincident. NotcurrentlybeingusedatMonashUniversity NotcurrentlybeingusedatMonashUniversity
NavigationPaneFunctions NavigationField Description EmailSystem Emailacopyoftheincidentrequesttothecustomer. PagingSystem NotcurrentlybeingusedatMonashUniversity.

31

NavigationPaneAdvancedFunctions NavigationField DecisionTree InitiatorScript ImpactedAreas Assignment Script Description NotcurrentlybeingusedatMonashUniversity. NotcurrentlybeingusedatMonashUniversity. NotcurrentlybeingusedatMonashUniversity. Assignmentscriptscorrespondtothegrouptowhichyouareassigning the incident. For example, a networking group might have specific questionsforyoutoasktheuserwhenyouassigntheincident. Note: 12 assignment scripts have been put in place at Monash for October18th2010. Providesoptionsinwhichtodoadvancedsearchingforincidents.This willopenanewtabinsearchmode.
Advanced Search
NavigationPaneConsoles NavigationField Overview Incident Management Reports Description ReturntotheOverviewConsolewithinRemedy ReturntotheIncidentManagementConsolewithinRemedy Links to the Report Console where you can enter parameters to generatereports.
32

Customer Details
Icon/Field IncidentID
Description Displays the Incident ID number which is automatically generated when a customernameisentered.ThisIDnumbercanbeusedasareferencefor searching. DisplaystheServiceRequestManagement(SRM)IDwhichisgeneratedonce the Incident request is saved. This ID number should be quoted to the customerasarecordoftheincidentbeingloggedwithinthesystemandcan beusedasareferenceforsearching. SelecttheFaculty/Divisionwhichthecustomerbelongstobyusingthedrop downiconorpredictivetext.Thisfieldwillalsoautofillonceacustomeris selected. SearchfororentertheCustomersnameusingAuthcateasthesearch SearchfororentertheContactsnameusingAuthcateasthesearch. Note: Contact names are only required when someone is logging the incidentonbehalfofsomeoneelsei.e.aPA
SRMID
Company
Customer Contact
IncidentDetails
Field Notes
Description Text field to enter details about the Incident. This is a free text field with unlimitedcharacterfunctionality. Hint:Youcancutandpasteinformationdirectlyintothisfield. SelecttherequiredTemplatefortheincidentbyplacingthecursorinthefield andhitting enter.Alistoftemplatestoselectfromyoursupportgroupwill display. Mandatory field. Free text field to enter a brief description about the Incident. Note:Thisfieldislimitedto128characters.
Template
Summary
33

IncidentDetails continued
Field Service
CI
TargetDate Impact Urgency Priority IncidentType
Description The Service field relates business service configuration items (CIs) to the incident at the time it is created and is mandatory. Only the Services related to the Customer appear in the selection list for this field i.e. StudentswillhavedifferentServicesassociatedtothemthanstaff. The CI field provides a place for you to indicate to which piece of infrastructure the incident request pertains. Enter this field when you resolvetheincidentoratanytimeintheincidentrequestlifecycle. Entertargetdateforresolutionorcontacttocustomer. Identify the impact of the incident on the University by selecting the appropriatelevelfromthedropdownlist. Identifytheurgencyoftheincidentbyselectingtheappropriatelevelfrom thedropdownlist. TheincidentprioritywilldefaultbasedontheImpactandUrgencythathas beenselected. Selectanincidenttypefromthedropdown: UserServiceRestoration UserServiceRequest InfrastructureRestoration InfrastructureEvent
34

WorkDetail TheWorkDetailstaballowsyoutocreateandviewworkdetailsassociatedtotheIncident.
Field AssignedGroup Assignee Status StatusReason Resolution ResolutionMethod
Description Select the Group you are Assigning the Incident to from the drop downmenu. SelecttheIndividualAssigneefromthedropdownmenu. Displaysthecurrentstatusoftheincident. DisplaysthestatusreasononcethestatusmovestoResolved. Freetextfieldtonotetheresolutiondetailsoftheincident. Selecttherelevantresolutionmethodfromthedropdownmenu.
35

Relationships
Icons&Fields ShowRelatedDropDown
Description FiltertheIncidentRelationshipsdisplayedusingthedrop downlist SetyourpreferenceswithintheRelationshiptab RefreshtheRelationshipsdisplayedwithinthetable ViewthehighlightedRelationship RequestTypeDropDown QuickActionsDropDown RemovethehighlightedRelationship Selectfromthedropdownlist Selectfromthedropdownlist
36

Date&System Information
Field DateInformation ClosedDate ReportedDate+ RespondedDate+ SystemInformation Submitter SubmitDate LastModifiedBy LastModifiedDate IncidentOwner OwnerGroup+ Owner
Description Displaysthedateandtimetherequestwasclosed Displaysthedateandtimetherequestwasreported Displaysthedateandtimetherequestwasrespondedto DisplaystheAuthcateoftheuserwhosubmittedtherequest Displaysthedateandtimetherequestwassubmitted Displaystheuserthatlastmodifiedtherequest Displaysthedateandtimetherequestwasmodified DisplaystheSupportGrouptheuserwhocreatedtherequestis associatedwith DisplaystheowneroftheIncident
37
Creating a new Incident Record

Overview Creating new incidents accurately records disruptions to services provided by IT to its customers. All incidents must be fully logged within Remedy and capture details such as customer, classification and service information. Capturing these details ensures that the informationrecordedisaccurateandcomplete.
Beforeyou begin
Ensure you have navigated to and opened a new Incident Request as detailed on page 27 CreatinganewIncident.
Adding Customer Detailsusing Authcate
FollowthestepsbelowtoaddcustomerdetailsusingtheirAuthcatetoanIncidentrecord: Step Action 1 EnterthecustomersAuthcateintheCustomerfieldandpressenter: If.. Then.. Remedy identifies The customer and associated company details auniquematch automaticallypopulate AnINCnumbergenerates Remedy identifies Alistofcustomersaredisplayedforselection apartialmatch o Highlightthecorrectcustomer o Clickselect The customer and associated company details automaticallypopulate AnINCnumbergenerates 2 Click on the Customer hyperlink field to validate the customer details. If.. Then.. Thecustomerdetailsarecorrect ClosethePeopleformandmovetostep7 Thecustomerdetailsareincorrect ClosethePeopleformandMovetostep3 3 ClickontheCustomertoggleicon todisplaythecustomercontactdetails.

Clickontheediticon Result:ThePhoneDetailspopupwindowdisplays:
EnterthecustomerscontactdetailsandclickOK. Note:Thisupdatesthecustomersphonedetailsforthisincidentonly.Advisethe customeraspercurrentprocessesonhowtoamendtheirdetailspermanently ClickontheCustomertoggleicon toreturntotheoriginalscreen.

38
Creating a new Incident Record, Continued

Adding Customer Detailsusing Authcate Continued Step 7 Action Ifrequired,enterthecontactnamebyenteringtheirAuthcateintheContactfield andhitenter. If.. Then.. Remedy identifies Thecontactdetailsautomaticallypopulate auniquematch Remedy identifies Alistofcustomersaredisplayedforselection apartialmatch o Highlightthecorrectcontactcustomer o Clickselect Thecontactdetailsautomaticallypopulate
ClickontheContacthyperlinkfield tovalidatethecontactdetails. If.. Then.. Thecontactdetailsarecorrect ClosethePeopleformandmovetostep9 Thecustomerdetailsareincorrect ClosethePeopleformandcompletesteps 3through6forthecontactinformation. MoveontoenteringIncidentdetailsonpage39.
39

Adding Customer Detailsusing NameorID Number FollowthestepsbelowtoaddcustomerdetailsusingtheirIDnumberornametoanIncident record: Step 1 Action PlaceyourcursorwithintheCustomerfieldandhitenter. Result:ThePeopleSearchpopupdisplaystosearchforthecustomer
AreyousearchingbytheCustomernameorIDnumber? If.. Then.. CustomerName Enterinthefirstandlastnameofthecustomerwithin thePersonInformationfields Tip:Fieldsarecasesensitive. ClickSearch Highlightthecustomerfromtheentriesreturned ClickonSelect. Result: The customer and associated company details automaticallypopulateandanINCnumberisgenerated. Movetostep3 CustomerID Enter the customers ID number into Staff/Student# number withinthePersonInformationfields ClickSearch Highlightthecustomerfromtheentriesreturned ClickonSelect. Result: The customer and associated company details automaticallypopulateandanINCnumberisgenerated. Movetostep3
ClickontheCustomerhyperlinkfield tovalidatethecustomerdetails. If.. Then.. Thecustomerdetailsarecorrect ClosethePeopleformandmovetostep8 Thecustomerdetailsareincorrect ClosethePeopleformandmovetostep4
40
41

Adding Customer Detailsusing NameorID Number continued
Step 4 5
Action ClickontheCustomertoggleicon todisplaythecustomercontactdetails.
Clickontheediticon Result:ThePhoneDetailspopupwindowdisplays:
EnterthecustomerscontactdetailsandclickOK. Note:Thisupdates the customersphonedetailsforthisincidentonly. Advisethe customeraspercurrentprocessesonhowtoamendtheirdetailspermanently ClickontheCustomertoggleicon toreturntotheoriginalscreen. Ifrequired,enterthecontactnamebyenteringtheirAuthcateintheContactfield andpressenter. If.. Then.. Remedy identifies Thecontactdetailsautomaticallypopulate auniquematch Remedy identifies Alistofcustomersaredisplayedforselection apartialmatch o Highlightthecorrectcontactcustomer o Clickselect Thecontactdetailsautomaticallypopulate
7 8
10
ClickontheContacthyperlinkfield tovalidatethecontactdetails. If.. Then.. Thecontactdetailsarecorrect ClosethePeopleformandmovetostep9 Thecustomerdetailsareincorrect ClosethePeopleformandcompletesteps 3through6forthecontactinformation. MoveontoenteringIncidentdetails.Refertopage41.
42

AddingIncident Details FollowthestepsbelowtoaddIncidentdetails: Step Action 1 EnternotesregardingtheincidentintheNotesfield.Youcanalsocopyandpaste informationintothisfield. Hint:Clickon toexpandthefield. IsaTemplateavailableforuse? If.. Then.. Yes Placethecursorinthetemplatefieldandhitenter o Selectatemplatefromthelistthatdisplays o Clickonselect o Theinformationassociatedtothattemplatepopulatesthe incident Hint: If you know the name of the template that you want to use, thensimplytypeinthefirstcoupleoflettersandpressenter. Continuetostep3andcompleteasrequired. No Continueontostep3 EnterabriefdescriptionoftheincidentintheSummaryfield. SelecttheBusinessServicethatisimpactedfromtheServicedropdownlist. SelecttheappropriateImpactfortheincidentfromthedropdownlist. SelecttheappropriateUrgencyfortheincidentfromthedropdownlist. SelecttherelevantIncidentTypefromtheIncidentTypedropdownlist. Click on Select Operational to display and select the relevant Operational Categorization. ClickonSelectProducttodisplayandselecttherelevantProductimpacted. SelecttherelevantReportedSourcetypefromtheReportedSourcedropdownlist.
3 4 5 6 7 8 9 10
43
Creating a new Incident Record Work Detail

Overview When you begin working on an incident request, you must make sure that you keep careful work information entries in the Work Details area of the incident request record, explaining whatyouhavedone. Forexample,youmightwanttoaddanotethataparticularCIwasdeployed,andincludethe date. You can add work information entries to an incident request record directly from the Incidentstable,oryoucanaddthemtoopenincidentrequestrecords.
Beforeyou begin
Ensureyouarewithinanewlycreatedincidentasdetailedonpage37CreatinganewIncident Record. Note:WorkInformationDetailentriesareoptionalatthetimeofcreatinganewincident.
AddingWork Detailtoan Incident
FollowthestepsbelowtoaddWorkDetailstoanIncident: Step Action 1 WithintheWorkDetailtab,clickontheCreateicon Result:TheIncidentWorkInfodisplays
2 3 4
SelecttherelevantWorkInfoTypefromthedropdownlist. EnterabriefdescriptionoftheincidentintheSummaryfield. Note:Thisfieldislimitedto128characters. EnterdetailsintheNotesfieldtosupporttheWorkInformation. Hint:Youcancutandpasteinformationdirectlyintothisfield.

44
Creating a new Incident Record Work Detail, Continued

AddingWork Detailtoan Incident Continued
Step 5
Action AreyouattachingdocumentstotheWorkInfoentry?(ForExample:Ascreenshot ofanerrormessagethatthecustomerisexperiencing.) If.. Then.. Yes ClickontheAddbutton
BrowseforandselecttherequireddocumentandclickonOK
6 7
Note:Youcanaddupto3documentsto1IncidentWorkEntry No Continueontostep6 EnsuretheLockedfieldhasdefaultedtoNo.ThisensuresthattheWorkInfocan bemodifiedatalaterdateifrequired. Choosethetypeofviewaccess: Public:Thisisthepreferredoptionasitallowsthecustomertoseethework informationentry. Internal:Thecustomerwillnotbeabletoseetheworkinformationentry. ClickonSave Result:TheWorkInfoentrywillnowbesavedagainsttheIncidentrecord.
45
Assigning an Incident Request

Overview AllIncidentRequestsarerequiredtobeassignedtoasupportgrouporindividualtoensurethat isfollowedupandcompletedasappropriateandinlinewithprocesses.
New Assignment
WhenanewIncidentRequestiscreatedoneofthefollowingactionscanhappen: The Auto Assigning rules used by Remedy Incident Management automatically assign the incidentrequesttothemostappropriategroupwhentheincidentrequestrecordissaved. SelectthemostappropriatesupportgroupfromtheAutoAssignfunction. Iftheincidentrequestiscreatedfromatemplatethathasanassignmentgrouppredefined, theincidentrequestisassignedtothepredefinedassignmentgroup. Theincidentcanbeassigneddirectlytotheindividualcreatingit. SelecttheappropriatesupportgroupfromtheAssignedGroupdropdown.
Beforeyou begin
Ensureyouhavecreatedanewincidentrecordasdetailedonpage37CreatinganewIncident Record.
Assigning Options
RefertooneofthefollowingoptionstoassignanIncidentasappropriate: Option Action 1 AutoAssignclickingonSave This assigns the incident based on predefined mapping. Automated assignment can be based on the customer organization, location, operational categorization, orproductcategorization. 2 AutoAssignusingtheAutoAssignicon This assigns the incident based on predefined mapping. Automated assignment can be based on the customer organization, location, operational categorization, orproductcategorization. 3 AssigntoMe 4 Select the appropriate support group from the drop down
46
Re-assigning an Incident Request

Overview TheremaybeinstanceswhenanIncidentrequestisassignedtoaSupportGrouporIndividualin error, or alternatively as part of the process it requires to be reassigned to another group or person. Youcanreassignanincidenttoeitheranindividualorasupportgroupfromwithinanexisting incidentrequestbymanuallyreassigningtheincidentrequesttothemostappropriategroupor individual.
Reassigning incident requests
FollowthestepsbelowtoreassignanIncidentrequest: Step Action 1 Openanexistingincidentrequestrecord. 2 NavigatetotheWorkDetailtab. 3 Whichassigningoptiondoyouwanttouse? If Then Auto UsetheshortcutintheQuickActionssectionoftheIncidentRequest Assign formtoreassignanincident Assign UsetheshortcutintheQuickActionssectionoftheIncidentRequest toMe form to reassign an incident to yourself (Assign to Me)
Manual Select the appropriate support group from the drop down 4
AfterselectinganAssignedGroup,selecttheAssigneefromthedropdownlist.
47
Progressing an Incident
Overview TheProcessFlowStatusbarhighlightsthemilestoneswithintheprocessandstepsyouthrough theIncidentManagementlifecyclefromIdentificationandRecordingtoClosure. ThecurrentstagethattheIncidentisinhighlightsingreenforeasyidentification.
Using the Process Flow Status bar to work through the Incident process will assist you in identifyingallmandatoryfieldsandinformationrequiredateachstage. The Process Flow Status area also guides you through the stages of the incident lifecycle. At each stage, the status bar provides applicable options you can move to. When you select an option,youarepromptedwithapopupboxtoenterdatarequiredtocompletethestage. Youcanalsoenteroptionaldatainthedialogbox.
ReferExamplebelow:
48
Progressing an Incident, Continued

Different ProcessFlow StatusBars Depending on the type of record you are creating the process flow status bars will change to supporttheprocess(i.e.ProblemInvestigationorProductionChangeManagement).Whilstthe optionswithintheProcessFlowStatusBarmaychange,thestepsinusingthebarremainthe sameandwillstillprovideyouwithapopupwindowforanyinformationthatisrequired.
RequestTypes ProcessFlow StatusBar
RefertotheimagesbelowtoviewthedifferenttypesofProcessFlowStatusbarsthatyouwill encounter: Incident/ServiceRequest
ProblemInvestigation
ProductionChangeRequest
StageOptions
ThetablebelowidentifiesthestagesyoucanmoveanIncidentthroughviatheProcessFlow StatusBar: CurrentStage Progressto IdentificationandRecording InvestigationandDiagnosis ResolutionandRecovery IncidentClosure InvestigationandDiagnosis ResolutionandRecovery IncidentClosure ResolutionandRecovery IncidentClosure
49
Progressing an Incident, Continued

Progressingan Incident You can retrieve an Incident at anytime from within the Overview or Incident Management Consoletoprogressitonasrequired.
Progressingan Incident
Followthestepsbelowtoprogressarecordthroughthevariouslifecyclestages: Note:InthisexampleanexistingIncidentisbeingprogressedfromInvestigationandDiagnosis toResolutionandRecovery. Step Action 1 FromtheProcessFlowStatusbar,clickonthedropdownarrowfromthecurrent stagetodisplaythelistofoptionsavailabletomovetheincidenttoResolutionand Recovery. Refertoexamplebelow:
Clickon NextStage>ResolutionandRecovery. Result:TheModifyIncidentpopupboxdisplayspromptingyouforanyadditional orrequiredinformation:
3 4
Completetherequiredfieldsashighlightedasmandatory(bold)andanyadditional informationtosupporttheprogressionoftheIncident. ClickonSave Result:TheIncidentmovesontothenextstageandupdatesthestatusas appropriate.
50
Updating/Modifying an Incident
Overview To update an incident request, open the incident request and then update the details as required.Clicksavewhenyoufinish.
Beforeyou begin
RefertoCreatinganewIncidentWorkDetailpage42
When updating an Incident you can create additional Work Info entries to detail additional Adding additionalWork informationorstepsandworkundertakenaspartoftheIncidentprocess. InfoEntries
Modifying existingWork InfoEntries
Iftheworkinformationentryisnotlocked,youcanmodifyanyfieldonit.Thefollowingsteps describehowtomodifythenotes,addattachments,locktheentrysoitcannotbemodified later,andchangetheviewingaccesslevel. Step Action 1 FromtheIncidentManagementconsole,selecttheincidentrequestrecordand navigatetotheWorkInfotab. 2 Fromthelistofworkinformationentries,selecttheworkinformationrecordthat youwanttoupdate. 3 ClickView 4 Maketherequiredmodification: If Then Youwanttoupdate ClickinsidetheNotesfieldandtypethechanges thenote Youwanttoaddan RightclickintheattachmenttableandselectAddfrom attachment themenuthatappearsthenfollowtheonscreen instructions. Note:Attachmentstoworkinformationentriesareonly availablefromwithinthespecificIncident. Tolocktheentry FromtheLockedlist,selectYesorNo. Note:IfyouselectYes,theworkinformationentry cannotbemodifiedafteryousaveit. Tochangetheview FromtheViewAccesslist,select:InternalorPublicfrom accesslevel theViewAccesslist. Internal:ifyoudonotwantthecustomertoseethe workinformationentry. Public:ifyouwantthecustomertoseethework informationentry.

51
Resolving and Closing an Incident

Overview AtMonashallIncidentswillgothroughatwo(2)stepclosureprocessbyutilisinganautomatic closureperiodafterthestatuswithinanIncidentissettoResolved. Incidentswillbeautomaticallyclosedafter10workingdaysifnofurthercontactismadebythe Customer. Only once this has happened will the Incident move to Closed and cannot be re opened. This procedure may also trigger a Customer Satisfaction survey once the Incident record is formallyclosed.
Process
Once all the action required on an Incident has been completed you can move the Incident, usingtheProcessFlowStatusBar,throughtheprocesstotheIncidentClosurestage:
An Incident will only be moved to the Closed stage once the customer has confirmed and acceptedtheresolutionandthestatushasbeenupdatedaccordingly: IftheCustomerconfirmsacceptanceofresolution,theIncidentAssigneesetsthestatus toResolvedCustomerConfirmedResolution. If the Customer has not been contacted, the Incident Assignee sets the status to ResolvedCustomerFollowupRequired. Important Note: Whilst it is the responsibility of the assignee to contact the customer, the Service Desk will be required to monitor all Incidents with a status of Resolved Customer FollowRequired,andcontactthecustomerwhererequired.
52
Resolving and Closing an Incident, Continued

IncidentClosure CompletethefollowingstepstomoveanIncidentthroughtoIncidentClosure: ProcessSteps Step Action 1 FromtheProcessFlowStatusbar,clickonthedropdownarrowfromthecurrent stagetodisplaythelistofoptionsavailabletomovetheincidenttoIncident Closure. Refertoexamplebelow:
2 3
ClickonNextStage>IncidentClosure Result:TheModifyIncidentpopupwindowdisplaysfortherequiredinformation tobecompleted:
4 5
Completetherequiredfieldsashighlightedasmandatory(bold)andanyadditional informationtosupporttheprogressionoftheIncident. Canthecustomerconfirmacceptanceoftheresolution? If Then Yes SettheStatusfieldtoResolvedCustomerConfirmedResolution. No SettheStatusfieldtoResolvedCustomerFollowupRequired. ClickonSave Result:TheIncidentmovesontothenextstageandupdatesthestatusas appropriate.
53
54
Resolving and Closing an Incident, Continued

IncidentClosure ProcessSteps Continued Step 7 Action SettheResolutionMethodfromthedropdownoptions; OnSiteSupport SelfService ServiceDeskAssisted RemoteControl
Rulesforclosing ThefollowingrulesapplywhenmovinganIncidentthroughtheResolvedandClosedstages: andreopening Incidentrecords AllIncidentrecordswithastatusofResolvedwillbeautomaticallyclosedafter10working daysifnofurthercontacthasbeenmadebytheCustomer. TheIncidentwillonlybereopenedfromaResolvedstateifitisdeemedbytheService Desktobeacontinuationofthesameincidentandnotaneworsimilaroccurrence,in whichcaseanewIncidentrecordmustbecreatedandlinked. IncidentrecordscannotbereopenedfromaClosedstatus.
AdditionalInfo
Theprocessflowbariskeyinmovingthroughaprocess,howeverthereareadditionaloptions thatcanbeusedatanytime: Anincidentcanbemovedthroughthestagesoftheprocessatanytimebyclickingonthe NextStagebutton .Thiswillmovetheincidentthroughtheprocessstagesand promptyouforanyrequiredinformation. AnincidentcanberesolvedatanytimebyclickingontheResolvebutton .Thiswill movetheincidentthroughtotheIncidentClosurestageandpromptyouforanyrequired information.
55
Quick Close Templates

Overview Many calls that come through to the Service Desk can be for Incidents or Requests that are commonandquickandeasytoresolve,suchasPasswordresets. To support these calls and using the template functionality within Remedy, Quick Close Templateshavebeendeveloped. ThesetemplateswillassistServiceDeskinrecordingthesecalls,efficientlyandaccuratelywhilst supportinganyreportingrequirements.
QuickClose Templates
The following table outlines the Quick Close templates that are currently available within Remedy: TemplateCategoryTier1 TemplateName QuickClose CallistaPasswordReset QuickClose SAPPasswordReset QuickClose StaffPasswordReset QuickClose StudentEncumbrance QuickClose StudentInternetQuotaQuery QuickClose StudentLabs.Enquiry QuickClose StudentLaptopNetworkConfiguration QuickClose UnderAgeAuthorisation QuickClose WESAssistance
Creatingan Incidentusinga QuickClose Template
FollowthestepsbelowtocreateanIncidentusingaQuickClosetemplate: Step Action 1 FromtheIncidentManagementConsoleclickon: 2 3 3 Thecreateicon or,
NewIncidentundertheFunctionsnavigation Enter the customers details (refer to Creating a new Incident Record Adding CustomerDetailspg37). WithintheTemplatefieldtypethenameoftheQuickClosetemplateyouwantto use(refertothetableabove). HitEnter: If.. Then.. Remedy identifies Thetemplateinformationautomaticallypopulates auniquematch Movetostep4 Remedy identifies Alistoftemplatesaredisplayedforselection apartialmatch o Highlightthecorrecttemplate o Clickselect Thetemplateinformationautomaticallypopulates Movetostep4 ClickonSave Result: The Incident is Resolved and Saved and will move to Closed as per the Closureprocess.
56
Searching for an existing Incident

Overview YoucansearchforIncidentrequestrecordsfromtheIncidentManagementconsole,via: SearchusinganIncident(INC)number, Predefinedsearches, Createandsaveyourowncustomsearchesusingadvancedqualifications,or SearchalloftherecordsusingtheSearchIncidentform.
Searchingona specificINC number
EachtimeanIncidentrequestiscreateditautomaticallygeneratesanIncidentorINCnumber. ThisnumberisspecifictotheIncidentandcanbeusedasareferenceforsearching.
Steps
FollowthestepsbelowtosearchforaspecificIncidentusinganINCnumber: Step 1 Action FromtheIncidentManagementconsoleNavigationpanenavigateto: FunctionsSearchIncident. Result:TheIncidentrequestformappearsinSearchMode IntheIncidentIDfieldenterintheINCnumber Example:INC000000000192
Hint:Enteringthelastthreedigits(192intheexampleabove)willalsoworkwithin thisfield. PressEnter. Result:ThespecificIncidentwilldisplayinModifymode.
57
Searching for an existing Incident Defined Searches

Defined Searches TheDefinedSearchesareaoftheNavigationpanecontainsaseriesofpredefinedsearchesthat youcanusetolookforincidentrequestrecords. For example: Use a predefined search to locate all Open Incident Requests with a priority of Critical. The predefined search function searches records that are associated with you through your AuthcateorSupportGroupID.
Searchingforan FollowthestepsbelowtosearchforanIncidentusingDefinedSearches: Incidentusing Defined Step Action Searches 1 EnsuretheCompanyandViewByfieldsintheIncidentConsoleareaarepointingto theappropriatecompanyandsupportgroup. 2 FromtheIncidentManagementConsole,navigatetotheDefinedSearchesareaof theNavigationPane. 3 Openthesearchcategorythatcorrespondstothesearchyouwanttorunandthen selectaspecificsearchoption. Example:ToviewallOpenandUnassignedIncidentrequestsselectthefollowing: AllOpenUnassignedAllPriorities Result: All Open Unassigned Incident requests at all priority levels will display in theIncidentManagementConsoletable.
58
Searching for an existing Incident All Records

Searchingall Records Thefollowingproceduredescribeshowtosearchallincidents.Usethistypeofsearchwhenyou arelookingforanincidentthatisnotassociatedwithyourIDoryourgroupsID,oratanytime youwishtosearchallincidents.
Steps
FollowthestepsbelowtosearchforallIncidentrequests: Step Action 1 FromtheIncidentManagementconsoleNavigationpanenavigateto: FunctionsSearchIncident. Result:TheIncidentrequestformappearsinSearchMode 2 Use the fields to enter in your search parameters. To reduce the number of incidentsreturnedinthesearch,enterasmuchinformationasyoucan. 3 ClickSearch. Result:Thesearchresultstabledisplayswithalltherecordsthatmatchthesearch criteria.
Locatethespecificrecordyouwantwithinthetable,anddoubleclicktodisplayit inModifymode.
59
Service Request Management Overview

Introduction ThetermServiceRequestisusedasagenericdescriptionformanyvaryingtypesofdemands thatareplacedupontheITorganisationbyCustomers. ManyServiceRequestsareactuallysmallchangeslowrisk,frequentlyoccurring,lowcost,etc. (e.g.arequestforpasswordreset,arequesttoinstalladditionalsoftware,arequesttorelocate someitemsofdesktopequipment)ormaybejustaquestionrequestinginformationbuttheir scaleandfrequency,lowrisknaturemeansthattheyarebetterhandledbyaseparateprocess. This is to ensure that Service Requests do not congest and obstruct the normal Incident and ChangeManagementprocesses,whichhavedifferentpurposesandgoals.
Contents
Thischaptercontainsthefollowingtopics. Topic IntroductiontoServiceRequestManagement ServiceRequestManagementProcessFlow Accessing&NavigatingServiceDeskOnline FulfillingaServiceRequest SearchingforaServiceRequest SeePage 59 60 61 63 64
60
Introduction to Service Request Management

Definition A Service Request is a request from a Customer for information, advice, or for access to a serviceofferedintheICTServiceCatalogue. ThepurposeofRequestManagementistoensurethatallservicesrequestedbyCustomersare fulfilledeffectivelyandefficiently. RequestManagementistheprocessofdealingwithServiceRequestsfromCustomers.Thegoals oftheRequestManagementprocessinclude: To provide a channel for Customers to request and receive standard services for which a predefinedapprovalandqualificationprocessexists To provide information to users and customers about the availability of services and the procedureforobtainingthem To source and deliver the components of requested standard services (e.g. licences and softwaremedia) Toassistwithgeneralinformation,complaintsorcomments.
Purpose
Goals
The following roles and responsibilities have been identified to support the Request ManagementprocessesatMonashUniversity: Role Definition User(Customer) Auserrequestsinformation,accessoradviceonaserviceofferedin theICTServiceCatalogue. ServiceProvider Service (or Fulfilment) Providers (i.e. Service Desk Analyst) execute the Service Request by managing the request through its lifecycle fromsubmissiontodeliveryandfollowup.
61
Service Request Management Process Flow

Diagram TheprocessflowdiagrambelowdetailstheServiceRequestManagementprocess:
62
Accessing & Navigating Service Desk Online

Overview ThetermServiceRequestisusedasagenericdescriptionformanyvaryingtypesofdemands thatareplacedupontheITorganisationbyCustomers. ManyServiceRequestsareactuallysmallchangeslowrisk,frequentlyoccurring,lowcost,etc. (e.g.arequestforpasswordreset,arequesttoinstalladditionalsoftware,arequesttorelocate someitemsofdesktopequipment)ormaybejustaquestionrequestinginformationbuttheir scaleandfrequency,lowrisknaturemeansthattheyarebetterhandledbyaseparateprocess.
ServiceCentre Online
AServiceRequestcanbeinitiatedbytheCustomerfromavarietyofchannelse.g.online,phone oremailtotheServiceDesk,howeverthemajorityofServiceRequestswillbeinitiatedviathe webfrontend,ServiceDeskOnline,wheretheymayalsoreportandissueorfault(incident).In linewithRemedy,ServiceDeskOnlinebecomesliveonOctober18th2010.
Navigatingto theService CentreOnline
FollowthestepsbelowtonavigatetotheServiceDeskOnlinewebpage: Step Action 1 LaunchyourInternetBrowserandkeyinthefollowingURL: www.ServiceDeskOnline.monash.edu. Result:ServiceDeskOnlinedisplays: 2
Screen Overview
Area 1 ServiceCategories 2 SearchBar 3 NavigationBar
Description Provides a navigation area where you can drill down into variousmenuoptionsdependingontherequest. Searchforaparticularform. Provides access to frequently used options and actions as wellassnapshotofallcurrentrequestsinprogress.
63
Accessing & Navigating Service Desk Online, Continued

Raisinga ServiceRequest viaService CentreOnline ThefollowingstepsapplywhenacustomerraisesaServiceRequestviaServiceCentreOnline: Step Action 1 ThecustomerlogsontotoServiceDeskOnlineandlocatestheappropriateService RequestformwithinthecatalogueofServiceRequestsavailable. Note:IftherequiredformisnotavailablewithinServiceDeskOnlinethencurrent processesstillapply. 2 TheServiceRequestformiscompletedandsubmittedwithinServiceDeskOnline. 3 Once the request has been submitted a Service Request record automatically generates within Remedy inline with the Incident process and with the following details: REQIDnumber IncidentTypegenerateasUserServiceRequest Customerdetails Requestdetails Categoryinformation ServiceLevelinformation AssignedSupportGroup Note:TheinitialServiceRequestassigneeistypicallytheServiceCentreanalyst(Tier 1),however,someServiceRequestswillroutedirectlytoTier2supportgroups. 4 Automatic notification is sent to the assigned Support Groups, and the Incident Managementqueueupdates. 5 AServiceRequestCreatednotificationissenttotheCustomer.
64
Fulfilling a Service Request

ProcessDetails DependingonthetypeofServiceRequestandtheassignedSupportGroup,eithertheService DeskorTier2supportgroupswillcarryoutthetasksandactivitiesrequiredtoactuallyfulfilthe request. ThefollowingpointsapplywhenfulfillingaServiceRequest: TheServiceRequestprocessandfulfilmentstepsarethesameastheIncidentManagement processandarereflectedassuchwiththesameProcessFlowStatusbar. AllactivitiesundertakenshouldbefullydocumentedintheServiceRequestinthesameway as all activities are documented against an incident record so that a complete historical recordismaintainedatalltimes. Whilst most Service Requests that come through Service Desk Online will populate an assignedsupportgroup(viaatemplate),standardAssigningandReassigningprocessesstill apply.
ProcessSteps
RefertothetablebelowwhenworkingonServiceRequests: Ifyouwantto Thenreferto CreateaServiceRequest AccessingandNavigatingServiceDeskOnline throughServiceDeskOnline CreateaServiceRequest CreatinganewIncidentRecord withinRemedy Note:EnsureyouselectthecorrectIncident TypeasUserServiceRequest AssignaServiceRequest AssigninganIncidentRecord ReassignaServiceRequest ReassigninganIncidentRecord Updating/ModifyingaService Updating/ModifyinganIncident Request ResolveandCloseaService ResolvingandClosinganIncident Request SearchforanexistingService SearchingforaServiceRequest Request
Page 60 37
44 45 49 50 63
65
Searching for a Service Request

Searchingona specificREQ number EachtimeaServiceRequestiscreateditautomaticallygeneratesaRequestorREQnumber. Thisnumberisspecifictotherequestandcanbeusedasareferenceforsearching.
Steps
FollowthestepsbelowtosearchforaspecificServiceRequestusinganREQnumber: Step 1 Action FromtheIncidentManagementconsoleNavigationpanenavigateto: FunctionsSearchIncident. Result:TheIncidentrequestformappearsinSearchMode IntheSRMIDfieldenterintheREQnumber Example:REQ000000000103
Hint:Enteringthelastthreedigits(103intheexampleabove)willalsoworkwithin thisfield. PressEnter. Result:ThespecificServiceRequestwilldisplayinModifymode.
66
Problem Management Overview

Introduction ProblemManagementaimstoresolvetherootcausesofincidentsthereforeminimisingimpacts ofincidentsandproblemsonthebusinessthatarecausedbyerrorswithintheITinfrastructure. TheProblemManagementprocessincludestheactivitiesrequiredtodiagnosetherootcauseof incidentsandtodeterminetheresolutiontothoseproblems. Thischaptercontainsthefollowingtopics. Topic IntroductiontoProblemManagement ProblemManagementProcessFlow Accessing&NavigatingtheProblemManagementConsole Accessing&NavigatingtheProblemManagementScreen RaisingaProblemInvestigationRequest AssigningaProblemInvestigation CreatingTasks SearchingforaProblemInvestigation SeePage 66 67 68 72 80 81 82 83
Contents
67
Problem Management Introduction

Definition A`problem'isanunknownunderlyingcauseofoneormoreincidents;itisoftenidentifiedasa result of multiple incidents that exhibit common symptoms. Problems can also be identified fromasinglesignificantIncident(e.g.MajorIncidentswithahighImpact). ProblemManagementisresponsibleformanagingthelifecycleofallproblems. TheprimaryobjectivesofProblemManagementare: Topreventproblemsandresultingincidentsfromhappening, Toeliminaterecurringincidents, Tominimisetheimpactofincidentsthatcannotbeprevented.
Purpose
The following roles and responsibilities have been identified to support the Problem ManagementprocessesatMonashUniversity: Role Definition ProblemCoordinator Reviews the Incident/s that are related to the service(s) for whichisidentifiedfortheProblemrecord Ensures that the Problems for which he/she is responsible, including the ones that have been identified within the Availability and Capacity Management processes, progress through the Problem Management process in a timely and prioritisedfashion Ensures that the information entered in the problem investigations and known errors that he/she manages is accurateandcomplete. Periodicallyreviewshis/herprobleminvestigationsforwhicha practicalstructuralsolutioncouldnotbefound. Verifies structural solutions and closes the known errors and probleminvestigationsthathe/shemanages. Tier2Problem Assignee/Specialist Suggestsworkaroundsforproblems. Establishestherootcausesofidentifiedproblems Proposesstructuralsolutionsforproblems. Implements structural solutions for problems if Change Managementisnotrequired. Updatestheprobleminvestigationswithrelevantinformation andstatuschanges.
68
Problem Management Process Flow

ProcessFlow TheprocessflowdiagrambelowdetailstheProblemManagementprocess:
69
70
Accessing & Navigating the Problem Management Console

Overview TheProblemManagementconsoleprovidesproblemcoordinatorsandspecialistswithasingle point from which they can create problem investigations, known error and solution database entries. It also provides a place from which they can monitor the progress of problem investigationsasitmovesthroughitslifecycle. FollowthestepsbelowtonavigatetotheProblemManagementConsole: Step Action 1 FromtheOverviewConsoleclickontheProblemManagementlinkunderthe ConsolesNavigationbar. Result:TheProblemManagementConsoledisplays:
Navigatingto theProblem Management Console
ConsoleHeader
Area Console/KPItabs Close Help
Description Toggle between the Console and KPI tabs to access incidents and reporting. Closes the Problem Management console and returns you to the OverviewConsole. AccessHelpfunctionalitywithinRemedy.
71
Accessing & Navigating the Problem Management Console, Continued

ProblemConsoleHeader
Area Company ViewBy
Description Provides options to filter the Problem Management records in the Problemtableusingthedropdownmenu. Provides options to filter the Problem Management records in the Problemstableusingthedropdownmenu. Refreshupdatestheconsolewiththelatestinformation.
NavigationPaneProblemCounts Area ViewBroadcast, or NewBroadcast ProblemCounts
Description Opens the broadcast dialog box, from where you can view and delete broadcasts. Unread broadcast messages display the message: New Broadcast, along with the number of new messages.Thebroadcasticonwillalsoturnred. Displays the number of Open, Unassigned and Unacknowledged, Problems, and Open Known Errors for the Company and View By fields.
NavigationPaneDefinedSearches Area Defined Searches ManageMy Searches
Description This area provides a place from which you can run a series of predefined searches. You also have the ability to define custom searchesusingManageMySearches. Defines, edits, saves, and deletes custom searches. Saved custom searches appear in the My Searches area of the Defined Searches list.See Note:Ifnocustomsearcheshavebeendefined,thentheMySearches optiondoesnotappear.
72

NavigationPaneFunctions Area NewProblem SearchProblem NewSolution SearchSolution NewKnownError SearchKnownError MyProfile Application Preferences Reminders Reports
ManageCIs ManageInventory ProcessOverview
Description CreateanewProblemInvestigationrecord. SearchthedatabaseforcurrentProblemInvestigationrecords. NotcurrentlyinuseatMonashUniversity SearchthedatabaseforcurrentSolutionrecords NotcurrentlyinuseatMonashUniversity. NotcurrentlyinuseatMonashUniversity Search for information about specific CI types and gives you accesstotheCIrecords. Access the Manage Inventory form of BMC Remedy Asset Management. Reviewandrespondtocustomersurveys. Opens the detailed Incident Management process in SMPM if the full SMPM application is installed and configured. Otherwise, it opens a high level diagram of the incident managementprocess. Search for information about specific CI types and gives you accesstotheCIrecords. Access the Manage Inventory form of BMC Remedy Asset Management. OpensthedetailedProblemInvestigationprocess.
NavigationPaneConsoles Use the Consoles field within the Navigation Pane to access additional consoles such as IncidentandChangeManagement.RefertotopicRemedyConsoleAccessonpage16for fulldetailsofConsoles. Note:Consolesthatyoucanaccessaredeterminedbyyourpermissionsandthereforemay varyacrossusers.
73

ProblemTable TheProblemtableprovidesanoverviewofalltheProblemInvestigationrecordsthatmatchthe criteria specified in the Company and Assigned To fields, or alternatively records that were retrievedbythemostrecentlycompletedsearch(i.e.PredefinedSearches).
Area Create View Print Preferences
Description Createsanewincidentrequestrecord. OpensanddisplaysthehighlightedIncidentrequest. Printstheselectedrecord. Updateyourpersonalpreferencesforthetable.
ProblemDetail&Tasks
Area
Description Toggles the screen to display Tasks associated with the highlighted incidentrequest. Click on the Create icon to create new work information notes against theassociatedincident. ClickontheViewicontoviewworkinformationnotesandtheassociated incident.
74
Accessing and Navigating the Problem Management Screen

Introduction In this view, the fields most commonly used for creating, resolving, and updating problem investigations and known errors are immediately visible. You can access additional, less frequently used functionality from the tabbed sections of the form or from the links in the Navigationpane. The order in which the fields appear on the form reflect the order in which you gather the informationwhenyoucreatetheprobleminvestigationrecord.Thisreducestheamountoftime neededtocreatetherecordandimprovestheoverallefficiencyoftheoperation.
Creatinganew Problem Investigation
CompletetheactionbelowtoopenanewProblemInvestigationform: Step Action 1 FromtheProblemManagementConsoleclickon: 2 Thecreateicon or,
NewProblemundertheFunctionsnavigation SelectProblemInvestigationfromtheProblemTypedropdownoptions.
Result:AnewProblemInvestigationformdisplays:
75
Accessing and Navigating the Problem Management Screen, Continued

Parts& Functions ThefollowingtablesexplainthepartsandfunctionsofdifferentareaswithintheProblem Investigationscreen.
ProblemHeader The Problem header identifies the current mode that Remedy is in and allows you to action searchesornewrequestsquickly.
TheProcessFlowStatusbarhighlightsthemilestoneswithintheprocessandstepsyouthrough theProblemInvestigationlifecyclefromIdentificationandClassificationtoClosed. ThecurrentstagethattheProblemInvestigationisinhighlightsingreenforeasyidentification.
76

NavigationPane TheNavigationPanewithintheProblemInvestigationscreenprovidesyouwithquickaccessto additionalfunctionsthatsupporttheProblemManagementprocess. Note:NotallfunctionsarecurrentlyinuseatMonashUniversity. NavigationPaneQuickActions Field AssigntoMe AutoAssign Broadcast Problem Select Operational SelectProduct
Description Assignstheincidentrequesttothepersoncreatingtheincident. UsingAutoAssignmentrules,displaystherelevantsupportgroupsin whichtoassigntheincidentto. Create and send a new broadcast for a specific incident to the appropriatesupportgroups. Mandatory field Select the appropriate Operational Category to classifythetypeofissuethecustomerisexperiencing. Mandatory field Select the appropriate Product Category the customerisexperiencingissueswith. Note: This will assist in defining the Support Group for Auto AssigningtheIncident.
NavigationPaneLinks Field Tasks ViewAuditLog Categorizations Search Knowledge Base Create Knowledge
Description ViewandrelateTasksassociatedtotheProblemInvestigation ViewtheaudittrailofaProblemInvestigation ViewtheCategorizationsthathavebeenselectedfortheProblem Investigation. NotcurrentlybeingusedatMonashUniversity
NotcurrentlybeingusedatMonashUniversity
NavigationPaneFunctions Field EmailSystem Process Overview
Description EmailacopyoftheProblemInvestigationtothecustomer LinktotheProblemInvestigationProcessOverview
77

NavigationPaneAdvancedFunctions Field ImpactedAreas Advanced Search
Description LinkareaswithintheBusinessthatareimpactedbytheProblem Investigation ProvidesoptionsinwhichtorunadvancedsearchingforProblem Investigation.ThiswillopenanewtabwithinRemedyinSearch mode.
NavigationPaneConsoles Field Overview Problem Management Reports
Description ReturntotheOverviewConsolewithinRemedy ReturntotheProblemManagementConsolewithinRemedy NavigatetotheReportConsolewhereyoucanenterparametersto generatereports.
Problem Coordinator Details
Icon/Field ProblemID
Coordinator Group Problem Coordinator Problem Location
Description Displays the Problem Investigation ID number which is automatically generatedwhenaProblemCoordinatorisentered.ThisIDnumbercanbe usedasareferenceforsearching. Automatically defaults to display the Support Group that the Problem Coordinatorbelongsto. Automatically defaults to the support analyst creating the Problem Investigation. This can be changed by clearing the field and entering anothercoordinator. Automatically defaults to display the location associated to the Problem Coordinator.
78

ProblemDetails
Icon/Field Service
Summary
Notes
Description The Service field relates business service configuration items (CIs) to the ProblemInvestigationatthetimeitiscreatedandismandatory.Onlythe CustomerServicesthatyouareentitledtoseeappearintheselectionlistfor thisfield. FreetextfieldtoenterabriefdescriptionabouttheProblemInvestigation. Thisisamandatoryfieldandisrequiredtobecompletedwhencreatingthe record. Note:Thisfieldislimitedto128characters. FreetextfieldtoenteradditionaldetailsabouttheProblemwithunlimited characterfunctionality. Hint:Youcancutandpasteinformationdirectlyintothisfield.
ProblemDetails Continued
Icon/Field CI
Investigation Driver TargetDate Impact Urgency Priority
Description The CI field provides a place for you to indicate to which piece of infrastructuretheProblemInvestigationpertains.Enterthisfieldwhenyou resolvetheProblemoratanytimeintheProblemInvestigationlifecycle. Specifiesthereasonfortheinvestigation,i.e.HighImpactIncident Entertargetdateforresolutionorcontacttocustomer. Identify the impact of the Problem on the University by selecting the appropriatelevelfromthedropdownlist. IdentifytheurgencyoftheProblembyselectingtheappropriatelevelfrom thedropdownlist. TheProblemprioritywilldefaultbasedontheImpactandUrgencythathas beenselected.
79

WorkDetails The Work Details tab allows you to create and view work details associated to the Problem Investigation.
Field AssignedGroup Assignee Vendor VendorTicket Number Status StatusReason Workaround Resolution
Description SelecttheGroupyouareAssigningtheProblemInvestigationtofrom thedropdownmenu. SelecttheIndividualAssigneefromthedropdownmenu. NotcurrentlyusedatMonashUniversity NotcurrentlyusedatMonashUniversity DisplaysthecurrentstatusoftheProblemInvestigation. DisplaysthestatusreasononcethestatusmovestoResolved. EnterdetailstoanyidentifiedWorkaroundwithinthefreetextfield. Free text field to note the resolution details of the Problem Investigation.
80
Description Filtertherelatedrecordsdisplayedusingthedropdownlist SetyourpreferenceswithintheRelationshiptab RefreshtheRelationshipsdisplayedwithinthetable ViewthehighlightedRelationship
RequestTypeDropDown QuickActionsDropDown
RemovethehighlightedRelationship Selectfromthedropdownlist Selectfromthedropdownlist

81

Date&System Information
Field DateInformation Workaround DeterminedOn KnownErrorCreated LastCompletedDate SystemInformation Submitter SubmitDate LastModifiedBy LastModifiedDate
Description Displaysthedateandtimetheworkaroundwasdeterminedand enteredintothesystem Displaysthedateandtimetheknownerrorwascreated Displaysthedatetherecordwaslastupdated. DisplaystheAuthcateoftheuserwhosubmittedtherecord Displaysthedateandtimetherecordwassubmitted Displaystheuserthatlastmodifiedtherecord Displaysthedateandtimetherecordwasmodified
82
Raising a Problem Investigation Request

Overview Problemscanbedetectedfromarangeofsources,includinginternalandexternalcustomers, ServiceDeskandTier2Support.Alltherelevantdetailsoftheproblemmustberecordedin Remedy so that a full historical record exists. The Problem record can then be classified and forwardedtotheappropriateTier2supportgroupforinvestigation.
Process Description
ThefollowingprocessoutlineshowdetectedProblemsarerecorded,classifiedandhandledby theProblemCoordinator(persondetecting).ThismaybeaServiceCentreanalystoraTier2 SupportGroupanalyst. FollowthestepsbelowtoraiseaProblemInvestigation: Step Action 1 Within the Problem Investigation screen ensure the following information has defaulted: Field Defaultedto Coordinator Yoursupportgroup.Ifyouareassignedtomultiplegroups Group youcanchangeasrequired. Problem Your name. This can be changed to the person who has Coordinator detectedtheproblem. ProblemLocation ProblemCoordinatorslocation 2 SelectaServicethatisbeingimpactedbytheProblemInvestigationfromthedrop downlist. 3 EnterabriefdescriptionoftheProblemInvestigationintheSummaryfield. 4 UpdatetheNotesfieldwithanyadditionalinformation. 5 Completethefollowingmandatoryfields: InvestigationDriver(e.g.Highimpact,Recurringetc) OperationalCategory ProductCategory Impact Urgency Note:Problemprioritisationshouldalsotakeintoaccounttheseverityofthe problemsforexample: Canthesystemberecovered,ordoesitneedtobereplaced? Howmuchwillitcost? Howmanypeople,withwhatskills,willbeneededtofixtheproblem? Howlongwillittaketofixtheproblem? Howextensiveistheproblem(e.g.howmanyCIsareaffected)? 6 IdentifyandassigntheProblemInvestigationtothemostappropriateTier2group forInvestigationandDiagnosisactivities. 7 ClickonSave Result: The Problem Investigation record is forwarded to the assigned support group.

Steps
83
Assigning/Reassigning a Problem Investigation

Overview AllProblemInvestigationarerequiredtobeassignedtoasupportgrouporindividualtoensure thatisfollowedupandcompletedasappropriateandinlinewithprocesses.
New Assignment
WhenanewProblemInvestigationiscreatedoneofthefollowingactionscanhappen: TheProblemInvestigationcanbeassigneddirectlytotheindividualcreatingit. SelecttheappropriatesupportgroupfromtheAssignedGroupdropdown.
Beforeyou begin
Ensureyouhavecreatedanew,orarewithinanexistingProblemInvestigation.
Assigning Options
RefertooneofthefollowingoptionstoassignanIncidentasappropriate: Option Action 1 AssigntoMe 2 Select the appropriate support group from the
drop
down
84
Creating Tasks
Overview Ifinternalassistanceisrequired,theProblemAssigneegeneratesadhoctasksfromwithinthe Problem record, with descriptions of what needs to be accomplished and forwards them as appropriate. Note:TheProblemAssigneehasoverallresponsibilitytomanagethetasksandensurethatwork iscompletedsothatProblemInvestigationcanprogress.
RelatingTasks toaProblem Investigation
FollowthestepsbelowtoaddTaskstoaProblemInvestigation: Step Action 1 WithinanopenProblemInvestigationrecord,navigatetoLinks>Tasks. 2 ClickonCreate 2 Result:TheTaskformdisplays:
Completethefollowingrequiredfields: NameEnteradescriptivenameofthetask. SummaryEnterabriefdescriptionofthetask. Note:TheTypefielddefaultstoManualwhenyoucreateanadhoctask. WithintheRequestertab: Requesterinformationautomaticallydefaultstothepersoncreatingthetask. RequestedForenterdetailsaboutthepersonwhoistheintendedtargetfor thetask WithintheAssignment/Datestabcompletethefollowingfieldstoassignthetask: AssigneeGroup:Selectataskimplementergroupfromthelist. Assignee:Optionally,selectataskimplementerfromthelist. ScheduledStartDate:Enteranestimatedstartdate. ScheduledEndDate:Enteranestimatedenddate. Tip:YoumaywanttosettheStartDateandEndDatetobedifferentfromthe datesoftheparentchangerequest. ClickSave.
85
Searching for a Problem Investigation

Searchingona specificPBI number EachtimeaProblemInvestigationiscreateditautomaticallygeneratesaPBInumber.This numberisspecifictotherequestandcanbeusedasareferenceforsearching.
Steps
FollowthestepsbelowtosearchforaspecificProblemInvestigationrecordusingaPBInumber: Step 1 Action FromtheProblemManagementconsoleNavigationpanenavigateto: FunctionsSearchProblem. Result:TheProblemInvestigationscreenappearsinSearchMode IntheProblemIDfieldenterinthePBInumber Example:PBI000000000103
Hint:Enteringthelastthreedigits(103intheexampleabove)willalsoworkwithin thisfield. PressEnter. Result:ThespecificProblemInvestigationwilldisplayinModifymode.
86
Service Level Management Overview

Introduction Service Level Management has been implemented at Monash University to ensure that all operational services and their performance are measured in a consistent and professional manner throughout the IT organisation. This enables accurate analysis and reports that the servicesmeettherequirementsoftheUniversity. Thischaptercontainsthefollowingtopics. Topic ServiceLevelManagement ManagingServiceTargets SeePage 85 88
Contents
87
Service Level Management

Definition A Service Level Agreement (SLA) is a negotiated agreement between the customer and the serviceproviderwhichmayrefertothedeliverytimeofperformanceofaservice.
Summary
TargetsaresetforRespondingtoandResolvingindividualIncidents.ServiceLevelAgreement (SLA) targets are defined by what percent of the time Incidents are expected to meet their targets.Theachievementofthesetargetsismeasuredandreported. Email notifications are sent to designated individuals at defined points in the life cycle of individualIncidentsandwhenSLAperformancefallsbelowdefinedlevels.
Implemented
Initially,ServiceLevelAgreementshavebeenputinplaceforthefollowing: IncidentManagementwherePriority=Critical IncidentManagementwherePriority=High IncidentManagementwherePriority=Medium IncidentManagementwherePriority=Low Where Priority is defined within Remedy, utilising a Prioritisation formula (Refer to Advanced Functions) ThefollowingtimesdefaulttosupporttheSLAsunlessotherwiseidentifiedwithintheService LevelTargets. Day OpenTime CloseTime Monday 08:00 18:00 Tuesday 08:00 18:00 Wednesday 08:00 18:00 Thursday 08:00 18:00 Friday 08:00 18:00 Saturday Sunday ChristmasShutdown:Thursday23rdDecember2010Monday3rdJanuary2011 AustraliaDay:WednesdayJanuary26th2011 Easter:FridayApril22ndTuesdayApril26th2011 AnzacDay:MondayApril25th2011 Note:Thesearesubjecttochangebasedoncurrentcalendaryear
BusinessTimes
88
Service Level Management, Continued

IncidentTargets ThefollowingtabledetailstheIncidenttargets: Target Responsetargets Details The time between Incident creation and when the person who requested an Incident (Customer) is informed that someone is working on it. That response to the Customer is in the form of an email, which is initiated when the Incident is assigned to an individualandtheStatusisInProgressorbeyond. Resolutiontargets The time between Incident creation and when the Incident is Resolved(inResolvedstatusorbeyond). NOTE:IfanIncidentisreturnedtoanearlierStatusthanResolved(eg.InProgress)the clock that measures the actual resolution time will restart. This might happen if the Customer explains that the Incident wasnt actually completed successfully and the AssigneeagreestoreopentheIncidentforfurtheractivity.
Prioritisation Formula
WhenauserselectstheimpactandurgencyofanIncidentthefollowingtablecalculates thepriorityweighting.
Extensive/Widespread Impact Significant/Large Moderate/Limited Minor/Localised Medium(9) Medium(5) Low(3) Low(0) 4Low Urgency
High(19) Medium(15) Medium(13) Medium(10) 3Medium
Critical(24) High(20) High(18) Medium(15) 2High
Critical(29) Critical(25) High(23) High(20) 1Critical
ServiceLevel Targets
Service Level targets are the benchmarks that are set for service performance. Service Level Management procedures are in place to monitor performance against these targets with an escalationprocessassociatedwiththemtoenabletimelyactionwhenservicesareinbreachof theirtargets.
ThefollowingServiceLevelTarget(SLTs)havebeenputinplace:
Incident Priority Critical High Medium Low
ResponseTarget 15minutes 30minutes 2hours 8hours
ResolutionTarget 4hours 4hours 1day 2days
MeasuredDuring 24x7 MonashBusinessHours 8am6pm) MonashBusinessHours (8am6pm) MonashBusinessHours (8am6pm)

89
Service Level Management, Continued

Rolesand Responsibilities ThefollowingtableoutlinestherolesandresponsibilitiesinvolvedinServiceLevelManagement:
Role OperationalLineManager Responsibility Apersonmanaginganoperationalteamthatcontributestothe deliveryofoneormoreICTservices. In Monash, managers at this level are accountable for their teams performance in meeting ITSM process targets such as incident and problem resolution, service request fulfillment, respondingtochangerequests,etc. Thisroleisresponsiblefor: negotiating service level agreements with customers and reviewingthematleastannually thequalityofoneormoreservicesdeliveredtocustomers ensuringthatserviceachievementreportsarepublishedin atimelymannerandareaccurate ensuring any breaches or near misses of service levels are investigatedandimprovementactionsimplemented conducting service reviews with customers on a regular basis(monthlyorquarterly) ThisroleownstheSLMprocessandisresponsiblefor: ensuringthattheprocessgoalsandobjectivesareachieved keepingprocessdocumentationandthisframeworkaligned tothechangingneedsoftheUniversity reviewingprocessperformanceonaregularbasis ensuringthatopportunitiesforimprovementareidentified andinputintocontinualserviceimprovement working with the Accounting process to ensure that servicesarecostedsothatthosecostscanberecovered
ServiceManager
ServiceLevelManager
90
Managing Service Targets

Details Service Level Management within Remedy shows both overview and indepth information abouttheincidentinrelationtotheapplicableservicetargets. Youcanviewrequestbasedservicetargetsattachedtoincidentrequests.Thisenablesyouto seewhethertheservicetargethasbeenmet,missed,orisinawarningstate.
ViewingService Targets
Followthestepsinthetablebelowtoviewservicetargetsrelatedtoanincidentrequest Step Action 1 FromtheIncidentManagementconsole,opentherelevantincidentrequestrecord 2 ViewtheSLMStatusiconfromtheNavigationpaneasdetailedbelow
Status: Not Attached. No service target is attached to the incident.
Status: Attached. Green: The service targets are in compliance.
Status: Warning. Yellow: At least one service target is at risk.
Status: Breached. Red: At least one service target did not meet its goal.
91
Production Change & Release Management Overview

Introduction ThepurposeofProductionChangeandReleaseManagementistoensurethat: standardisedmethodsandproceduresprovideefficientandprompthandlingofallchanges allreleasesimpactingserviceareasaredocumented,catalogued,communicatedand availabletoallusersaswellasoperationalandsupportareas,allchangestoserviceassets andconfigurationitemsarerecordedintheConfigurationManagementDatabase(CMDB), andoverallbusinessriskisminimised.
Contents
Thischaptercontainsthefollowingtopics. Topic ProductionChange&ReleaseManagementIntroduction ProductionChangeManagementProcessFlow CategoryandApprovalMatrix Categories,Authorities&LeadTimes Accessing&NavigatingtheChangeManagementConsole AccessingandNavigatingtheChangeManagementScreen RaisingarequestforChange RaisingarequestforChangeWorkDetail RaisingaRequestforChangeTasks RaisingarequestforChangeRelationshipDetail RaisingarequestforChangeRelatingUnavailability ProgressingarequestforChange SearchingforanexistingrequestforChange SearchingforarequestforChangeDefinedSearches Updating/ModifyingaChangeRequest SeePage 90 93 94 95 96 97 108 110 112 114 115 116 118 119 120
92
Production Change & Release Management Introduction

Definition AChangeis:anyaction,physical,logical,orprocedural,whichadds,modifies,orremoves: anauthorised,plannedorsupportedITservice,or aservicecomponent.
AReleaseisa: a major change that is going to significantly impact the functionality of a service, affectingthewayconsumersinteractwiththatservice.
Goals Thegoalsofproductionchangeandreleasemanagementaretorespondtothe: Customers changing business requirements while reducing incidents, disruption and re work,and University and ICT staff requests for change while aligning the services with the business needs. Thegoalsofreleasemanagementareto: deployreleasesintoproductionandestablisheffectiveuseoftheservicetodelivervalueto thecustomer be able to build, test and deliver all required capabilities and accomplish the stakeholders requirementsanddelivertheintendedobjectives deliverconsistenthighqualityreleasesbycompletingallappropriatekeyactivities: o planning o designing o building&development o testingandacceptance o communicationandtraining o releasedistributionandimplementation o reviewandlearning supporttransitiontoserviceoperationstoreduceincidents,disruptionandrework.
93
Production Change & Release Management Introduction, Continued

Typesof Changes Therearevaryingtypesofchangeasdetailedbelow: ChangeType Standard Minor Moderate Description A change (for example a server reboot) that has been preapproved by theCAB.Thischangetypecanonlybeusedwithintemplateformat. A change is planned and scheduled with approval by a Line Manager priortoimplementation. A change that requires both Technical Approver(s) and the ICT Change Manager approval. This ensures that all technical aspects, clarity and completenessarecoveredeffectively. Note: The Production Change Manager may determine if additional approversarerequired. A change that requires both Technical Approver(s) and the ICT Change Manager approval. This ensures that all technical aspects, clarity and completenessarecoveredeffectively. TheChangeAdvisoryBoard(CAB)alsoreviewsandapprovesthechange andadvisestheProductionChangeManagerofanyconcerns. AswithmajorthischangewillalsobereviewedbytheCABandthensent ontotheExecutiveCommitteeforapproval. Achangeisimplementedbasedonverbalapprovalfromtheappropriate approver. Once it is implemented a Request for Change record is completedwithinRemedy. Note:WherepossibletheICTChangeManagermustbenotified. TheReleaseManagerreviewstherecordandensuresthataReleasePlan hasbeeninitiatedaspartoftheprocess.
Major
Major& Extensive Emergency
Release
94
Production Change & Release Management Introduction, Continued

Roles& Responsibilities ThefollowingrolesandresponsibilitieshavebeenidentifiedtosupporttheProductionChange andReleaseManagementprocessesatMonashUniversity; Role Responsibility ChangeOwner To create, plan, implement, track and close changes related to (Change servicesthattheirsupportgroupisresponsiblefor. Coordinator) Assesses requests for change that originated from Incident or ProblemManagement. Determinestheriskandimpactforrequestedchanges Preparesimplementationbycreatingtasks Monitorstheprogressofchange ChangeManager Completeoverviewoftheinfrastructureandknowsdetailsofwhatis tobechanged. Reviews the risk and impact analysis to ensure that it has been completedthoroughly. Ensuresthat appropriate actionshave beenplannedtominimize both the risk of failure and the impact on users during change implementation. Ensures that the timing of planned implementations does not conflictwithotherplannedchangesorevents. Obtainapprovalsforchanges. ChangeApprover Astakeholderwhoreviewsandapprovesachangeatanystageinits lifecycle.ThiscouldbeaLineManager,theChange/ReleaseManager, theCABortheExecutiveCommitteeandtheyareresponsiblefor: ReleaseManager reviewingdetailsofrelevantchangesandreleases determiningandidentifyingissues,risks,andtheirlikelyimpact providingrequiredapprovalstoproceed ensuring that resources are available to complete the change or release. A two part role that includes the Release Process Owner role responsible for the design, implementation and operation of the Release Management process; and the Release Functional Manager role responsible for the daily management of releases and communicationstotheICTcommunity.
95
Production Change Management Process Flow

ProcessFlow ThefollowingdetailstheprocessflowasusedinProductionChangeManagement,incorporating ReleaseManagement:
96
Category and Approval Matrix

CategoryMatrix ThematrixbelowdisplayshowtheChangeCategoryiscalculatedbasedonRiskandImpact:
<Impact>
4 3 2 1
Minor
Minor
Moderate
Major
Minor
Minor
Moderate
Major
<Risk>
Moderate
Moderate
Moderate
Major
Moderate
Moderate
Major
Major
Major
Major
Major
Major
ApprovalMatrix The matrix below displays at what point approvals are required through the Change Managementprocess:
Approval
Standard
Minor
Moderate
Major
Emergency
Release
Review
None
None
None
LineManager ChangeManager
None
Business
None
None
None
CAB
None
CAB
Implement
None
LineManager
LineManager CAB
LineManager
LineManager CAB
Close
None
None
None
ChangeManager
ChangeManager
ChangeManager
97
Categories, Authorities & Lead Times

Details Thefollowingtabledetailstheauthorityandleadtimerequiredforchangeimplementation:
ChangeCategory StandardorPre Approved
ChangeCriteria Routine,documented,low complexity,lowrisk,low impact,regulartasks Immediateimplementationin responsetoanincident
ChangeAuthority/Approver Notrequired,buttaskmustbe PreApprovedfor implementationbytheChange AdvisoryBoard(CAB) Verbalapprovaltoproceed withtheChangebyanICT Managerandapprovalforthe recordistheProduction ChangeManager ChangeManagervalidatescase forexpediting ModerateLineManager/ ChangeManager MajorECAB TeamLeader/Manager ProductionChangeManager ChangeAdvisoryBoard(CAB) CABwithmanualescalationto ICTDirectors ChangeAdvisoryBoard(CAB)
ImplementationLead Time(BusinessDays) 0
Emergency
Expedited
Implementationisrequired priortotheassociatedlead time
AsRequested
Minor Moderate Major Major/Extensive Release
Lowbusinessimpact Moderatebusinessimpact PotentialforSignificant businessimpact PotentialforMajorbusiness impact Majorchangethatisgoingto significantlyimpactthe functionalityofaservice, affectingthewayconsumers interactwiththatservice
2 5 10 20 10
98
Accessing & Navigating the Change Management Console

Overview The Change Management Console provides a dedicated workspace for managing change requests. This console enables change managers and change coordinators to easily access, reviewandactionChangeandReleaserequests.
Navigatingto theChange Management Console
FollowthestepsbelowtonavigatetotheChangeManagementConsole: Step 1 Action FromtheOverviewConsoleclickontheChangeManagementlinkunderthe ConsolesNavigationbar . Result:TheChangeManagementConsoledisplays:
99
Accessing & Navigating the Change Management Console, Continued

ChangeManagementConsoleHeader
Area
Description
ManagerConsole Theprimaryinterfaceforchangemanagers,providingquickaccesstothe information you need and to the procedures that you perform most often. Note:AvailabletotheServiceManagementOffice(SMO)only. SupportConsole The primary interface for support staff, especially change coordinators, providingadedicatedworkspaceforworkingonchangerequests. Itprovidesquickaccesstotheinformationandproceduresthatyouneed daily, so you do not need to open consoles. It highlights the most important details associated with changes requests, for example, tasks associatedwithchanges,workinformation,andimportantbroadcasts. Closes the Change Management Console and returns you to the OverviewConsole. AccesstheHelpfunctionalitywithinRemedy.
NavigationPane TheNavigationPanewithintheChangeManagementConsoleprovidesyouwithquickaccessto additionalfunctionsandsearchoptionstosupporttheinformationdisplayed.
NavigationPaneChangeCounts
Area ViewBroadcast,or NewBroadcast ChangeCounts Description Opens the broadcast dialog box, from where you can view and delete broadcasts.Unreadbroadcastmessagesdisplaythemessage:NewBroadcast, alongwiththenumberofnewmessages.Thebroadcasticonwillalsoturnred. Displays the number of Open, Unassigned, Unacknowledged, and Breached incidentsfortheCompany.andViewBy.fields.
NavigationPaneDefinedSearches
Area Description
DefinedSearches Thisareaprovidesaplacefromwhichyoucanrunaseriesofpredefined searches. You also have the ability to define custom searches using ManageMySearches. ManageMy Defines, edits, saves, and deletes custom searches. Saved custom Searches searchesappearintheMySearchesareaoftheDefinedSearcheslist. WatchList Opens the Watch List. Use the Watch List to track a Change record through its lifecycle, even if it is assigned to a group that you do not belong to. Onceyouadd aChangerecordtotheWatchListitwillstay thereuntilyouremoveit
100
Accessing & Navigating the Change Management Console, Continued

NavigationPaneFunctions
Area Description
NewChange SearchChange MyProfile Application Preferences. Reminders. Reports. Flashboard Surveys. ProcessOverview
CreateanewChangeRequestrecord. Searchthedatabaseforcurrentchangerequestrecords. Setyourprofile. Setyourapplicationpreferencesandapplicationoptions. Viewandcreatereminders. Createandruncustomreports. Providesasimpledashboardstylereport. Reviewandrespondtocustomersurveys. OpensthedetailedChangeandReleaseManagementprocess.
NavigationPaneAdvancedFunctions
Area Description
ManageCIs Manage Inventory ViewCalendar TimeSegments
SearchforinformationaboutspecificCItypesandgivesyouaccesstothe CIrecords. NotcurrentlyinuseatMonashUniversity. Opensthecalendarfunction. Search,selectorcreatethefollowingtimesegments: CreateBusinessEvent ModifyBusinessEvent CreateOp.CategoryLocation ModifyOp.CategoryLocation ConfigurationItem(CI) OpensImpactSimulator.
AtriumImpact Simulator
NavigationPaneConsoles UsetheConsolesfieldwithintheNavigationPanetoaccessadditionalconsolessuchasProblem andIncidentManagement.RefertotopicRemedyConsoleAccessonpage16forfulldetailsof Consoles.
101
Accessing and Navigating the Change Management Screen

Introduction TheChangeformisusedtorequestachangeandtracktheprogressfromtheInitiatestageto theClosedstage.Thisformalsoshowstheimpactthatthechangehastotheorganization. TheChangeformisusedtorelatetaskstodifferentsupportgroups,andallowsyoutorelatethe changetoconfigurationitemsthatarebeingmodified.
Raisinganew ChangeRequest
CompletetheactionbelowtoopenanewChangeRequestform: Step Action 1 FromtheChangeManagementConsoleclickon: Thecreateicon or,
NewChangeundertheFunctionsnavigation
Result: A new Change Management Request displays with defaulted information withinit:
102
Accessing and Navigating the Change Management Screen, Continued

Parts& Functions ThefollowingtablesexplainthedifferentpartsandfunctionswithintheChangeManagement screen:
Change Management Header
TheChangeManagementheaderidentifiesthecurrentmodethatRemedyisinandallowsyou toactionsearchesornewrequestsquickly.
TheProcessFlowStatusbarhighlightsthemilestoneswithintheprocessandstepsyouthrough theProductionChangeandReleaseManagementlifecyclefromIdentificationandRecordingto Closure. ThecurrentstagethattheIncidentisinhighlightsingreenforeasyidentification.
NavigationPane The Navigation Pane within the Change Request screen provides you with quick access to additionalfunctionsthatsupporttheProductionChangeandReleaseManagementprocess. Note:NotallfunctionsarecurrentlyinuseatMonashUniversity
NavigationPaneQuickActions Area ImpactSimulator Select Operational SelectProduct RequestedFor ViewCalendar
Description OpenstheImpactSimulator. Opens the Operational Catalog Listing dialog box. You can search for an operational categorization to fill the Operational Categorization fieldsofthechange(intheClassificationtab). OpenstheProductSelectiondialogbox.Youcansearchforaproduct categorizationtofilltheProductCategorizationfieldsofthechange(in theClassificationtab). Specifywhohasrequestedthechangebyaddingincustomerdetails OpenstheChangeCalendar.Forinformation,seeUsingthe ChangeCalendaronpage153.
NavigationPaneLinks Area Categorisations ImpactedAreas Financials
Description ViewtheOpCatandProdCatandchangeasnecessary MandatoryfieldListandviewthebusinessareasthatareimpacted bytheChange. NotcurrentlyusedatMonashUniversity

103

NavigationPaneFunctions Area CopyChange EmailSystem
Description ActivatedonlyinModifymode.Forinformation,seeCopyingchange requestsonpage343. Sendsanemailtorelevantorassociatedpartieswithinformation regardingtherequestforchange.
NavigationPaneAdvancedFunctions Area AdvancedSearch
Description ProvidesoptionsinwhichtodoadvancedsearchingforChange records.ThiswillopenanewtabofRemedyinSearchmode. ServiceManagementOfficeOnly ModifyBusiness Events ModifyOp. Category Location TimeSegments SuppressRequest RemedywillblockaServiceRequestfrombeinggeneratedfromthe Creation requestforchange.
NavigationPaneCreateOtherRequests Area Description CreateIncident Incidentformappears.Therelevantdetailsfromthechangearecopied totheincident CreateProblem Problem form appears. The relevant details from the change are copiedtotheproblem. CreateKnown Known Error form appears. The relevant details from the change are Error copiedtotheknownerror. CreateRelease Releaseformappears.Therelevantdetailsfromthechangearecopied totherelease.
NavigationPane UsetheConsolesfieldwithintheNavigationPanetoaccessadditionalconsolessuchasProblem Consoles andChangeManagement.RefertotopicRemedyConsoleAccessonpage16forfulldetailsof Consoles.

104

ChangeDetails Coordinator
Icon/Field ChangeID Coordinator Group Change Coordinator Change Location
Description DisplaystheChangeIDnumberwhichisautomaticallygeneratedwhenthe requestforchangerecordissaved. Displayssupportgroupassociatedwiththechangecoordinatorcreatingthe requestforchange(automaticallydefaults) Automatically defaults to the support analyst creating the request for change.Thiscanbechangebyclearingthefieldandenteringanotheruser. Displaysthelocationassociatedwiththechangecoordinator(automatically defaults)
ChangeDetails Description
Icon/Field Service Template
Summary
Notes
Description Displays the Incident ID number which is automatically generated when a customernameisentered. Select the required Template for the request for change by placing the cursor in the field and hitting enter. A list of templates available to your supportgroupwilldisplay. Free text field to enter a brief description about the request for Change. Thisisamandatoryfieldandisrequiredtobecompletedwhencreatingthe record. Note:Thisfieldislimitedto128characters. FreetextfieldtoenteradditionaldetailsabouttherequestforChangewith unlimitedcharacterfunctionality. Hint:Youcancutandpasteinformationdirectlyintothisfield.
105

ChangeDetails Type
Icon/Field ChangeType Class
Change Reason TargetDate Impact Urgency Priority RiskLevel Monash Category
Description Defaults to Change and should remain so when raising a Change Request. ChangetoReleaseifappropriate. DefaultstoNormal.YoucanselecttheClassofchangefromthedropdown list. Note:DonotuseLatentorNoImpact Selectthereasonforthechangefromthedropdownlist. Enteratargetdateforfollowuporcompletionifrequired. Defaultsto4Minor/Localised.YoucanchangetheImpactbyselectingfrom thedropdownlist. SelecttheCustomerUrgencylevelfromthedropdownlist. Note:Thisdefaultstolowandshouldbeleftatlow. SelecttheITPriorityfromthedropdownlist. Defaults to 5Insignificant. Risk level is determined by a number of factors includingUrgency,PriorityandRiskQuestions. Defaults based on information entered into Impact and Risk. Will appear oncetherecordhasbeensaved. RiskScalesdisplaysalistofquestionswhicharerequiredtobeansweredin ordertoassistindeterminingtheRiskLevel.
106

WorkDetail
Field Status StatusReason ManagerGroup ChangeManager
Description Displaysthecurrentstatusoftherequestforchange. DisplaysthestatusreasononcethestatusmovestoImplement. SelecttheServiceManagementOfficefromthedropdownlist. ChangeManagersavailablewithintheServiceManagementOfficeare availablewithinthedropdownlist.
ApprovalTable ThefollowingbuttonsintheChangeformareapplicabletoApprovers: ViewNotifications NotcurrentlyinuseatMonashUniversity Add Createsanewindividualorgrouptoapprovethechange Approve Enableseitherachangemanagerorchangecoordinatortoapprove thechangeonbehalfoftheselectedapprover,iftheyaredefinedas alternates Reject Enableseitherachangemanagerorchangecoordinatortorejectthe change on behalf of the selected approver, if they are defined as alternates
107

Tasks
Icon/Field Preferences Refresh RequestType Relate
Description SetyourpreferenceswithintheTasktabforindividualtableviews. RefreshthetableviewswithintheTasktab. SelectthetypeofTaskyouwanttocreatefromthedropdownlist. Relatethetypeoftaskyouarecreatingtotherecord.

108

Relationships
Description FiltertheRelationshipsdisplayedusingthedropdownlist SetyourpreferenceswithintheRelationshiptab RefreshtheRelationshipsdisplayedwithinthetable ViewthehighlightedRelationship
RequestTypeDropDown QuickActionsDropDown
RemovethehighlightedRelationship Selectfromthedropdownlist Selectfromthedropdownlist

109

Date/System
Field DateInformation ScheduledStartDate+
Description
MandatoryfieldEnterthedateandtimetherequestforchange isscheduledtobegin ScheduledEndDate+ MandatoryfieldEnterthedateandtimetherequestforchange isscheduledtoend ActualStartDate+ MandatoryfieldEnterthedateandtimetherequestforchange actuallybegan ActualEndDate+ MandatoryfieldEnterthedateandtimetherequestforchange actuallyended CompletedDate Defaultswiththecompleteddateandtimestamponcethe requestiscompleted. EarliestStartDate DefaultswiththeleadtimebasedontheMonashChangeCategory RequestedStartDate+ Requiredtobeenteredifthebusinesshasrequestedastartdate. RequestedEndDate+ Requiredtobeenteredifthebusinesshasrequestedanenddate TimingReason Ifthescheduledstartdateisearlierthantheearlieststartdate,the changeisrequiredtobeexpeditedandyouwillberequiredto selectareasonfromthedropdownlist. TimeSpentResolvingChangeRequestnotcurrentlyinuseatMonashUniversity SystemInformation Submitter DisplaystheAuthcateoftheuserwhosubmittedtherequest SubmitDate Displaysthedateandtimetherequestwassubmitted
110
Raising a request for Change

Overview TheChangeformisusedtorequestachangeandtracktheprogressfromtheInitiatestageto theClosedstage.Thisformalsoshowstheimpactthatthechangehastotheorganization. TheChangeformisusedtorelatetaskstodifferentsupportgroups,andallowsyoutorelatethe changetoconfigurationitemsthatarebeingmodified.
Background
InmostinstancesaRequestforChange(RFC)isderivedfromarequestforITworkintheform of an Incident or Service Request and logged within Remedy. The request is analysed and assignedtotheappropriatesupportgroupresponsibleforproviding/managingtheservicewho willthendeterminethefeasibilityoftherequestandassignaChangeOwner.
Beforeyou begin
EnsureyouhavenavigatedtoandopenedanewChangeManagementrequestasdetailedon page90RaisinganewChangeRequest.
Raisinga Requestfor Change(RFC)
FollowthestepsbelowtocreateanewChangeRequest: Step Action 1 Within the Change Management screen, ensure the following information has defaulted: Note:Thesefieldscanbechangedifrequired. Field Defaultedto CoordinatorGroup Your support group multiple groups that can be changed ChangeCoordinator Yourname ChangeLocation Yourlocation ChangeType Change Class Normal Impact 4Minor/Localized Urgency 4Low Priority Low RiskLevel 5Insignificant 2 SelectaServicethatisbeingimpactedbytheChangeRequestfromthedropdown list. 3 EnterabriefdescriptionoftheChangeRequestontheSummaryfield.
Hint:Clickon toexpandthefield. Enter notes regarding the Change Request in the Notes field. You can also copy andpasteinformationintothisfield. Hint:Clickon toexpandthefield. SelectaChangeReasonfromthedropdownlist.(notmandatory)
111
Raising a request for Change, Continued

Creatinga ChangeRequest Continued
AretheImpactandUrgencyfieldscorrect? If.. Then.. Yes Continuetostep No SelecttheappropriateImpactlevelfromthedropdownlist SelecttheappropriateUrgencylevelfromthedropdownlist Note:ThePriorityfieldwillreflectthechangestoImpactandUrgency immediately.
8 9 10
10
Determine the Risk Level by clicking on and answering the Risk AssessmentQuestions. Note:Risklevelwillupdateonceyousavetherecord. Click on Select Operational to display and select the relevant Operational Categorization. ClickonSelectProducttodisplayandselecttherelevantProductimpacted. ClickonLinks>ImpactedAreastorecordtheareasthatwillbeimpactedbythe change. Tip:WithinthisfieldselectCompanyfollowedbySite. ClickonSave Result: The request for Change saves in Draft mode and defaults the Manager GrouptoSMOandChangeManagertoTonyMinutolo.
112
Raising a request for Change Work Detail

Overview ThroughoutthelifecycleofaRequestforChangeyouwillberequiredtoupdatetherecordwith WorkInformationEntries. As part of the Production Change Management process at Monash University, several Work Information Entries have been identified as mandatory and will be required to be entered againsttherecordinorderfortherequesttobeapproved.Theseinclude: BusinessJustification InstallPlan TestPlan BackOutPlan CommunicationsPlan(GeneralInformation)
FollowthestepsbelowtoaddWorkDetailstoaRequestforChangeRecord: AddingWork Detailtoa ChangeRequest Note: For each of the areas listed above you will be required to create separate Work Info entriesforeachone. Step Action 1 WithintheWorkDetailtab,clickontheCreateicon. Result:TheChangeWorkInfodisplays
SelecttherelevantWorkInfoTypefromthedropdownlist. EnsureyoucreateaseparateWorkInfoentryforeachofthefollowing: BusinessJustification InstallPlan TestPlan BackOutPlan CommunicationsPlan(SelectGeneralInformationastheWorkInfoType)
113
Raising a request for Change Work Detail, Continued

AddingWork Detailtoa Requestfor ChangeRecord Step 3 Action EnterabriefdescriptionoftheChangeWorkInfointheSummaryfield. Note: When creating an entry for Communications Plan, ensure you enter CommunicationsPlanwithinthisfield. Note:Thisfieldislimitedto128characters. EnterdetailsintheNotesfieldtosupporttheWorkInformation. Hint:Youcancutandpasteinformationdirectlyintothisfield. AttachingdocumentstotheWorkInfoentry? If.. Then.. Yes ClickontheAddbutton
4 5
BrowseforandselecttherequireddocumentandclickonOK
6 7
8 9
No Continueontostep6 EnsuretheLockedfieldhasdefaultedtoNo.ThisensuresthattheWorkInfocan bemodifiedatalaterdateifrequired. Choosethetypeofviewaccess: Public:Thisallowsthecustomertoseetheworkinformationentry. Internal:Thecustomerwillnotbeabletoseetheworkinformationentry. ClickonSave Result:TheWorkInfoentrywillnowbesavedagainsttheIncidentrecord. Repeatthesteps18tocreateadditionalWorkInfoEntries.
WorkDetails wherethe Changeisa Release
WhereaChangetypeisaRelease,thenaReleasePlanisrequiredtobeaddedasanadditional WorkInfoEntry. FollowthestepsabovetoaddtheadditionalWorkInfoEntry. Note:WhencreatinganentryforReleasePlan,ensureyouselectGeneralInformationasthe WorkInfoTypeandenterReleasePlanwithintheSummaryfield.
114
Raising a Request for Change - Tasks

Overview IntheImplementstageoftheRequestforChangeprocess,thechangecoordinatorreviewsall thetasksthatareneededtocompletetherequest. Generally, change requests are divided into smaller units, called tasks. These tasks are then assignedtotaskimplementerswhocompletethem Asinglechangecanhaveanunlimitednumberoftasks,whichdisplaywithintheTaskstab.
FollowthestepsbelowtoaddTaskstoaRequestforChangeRecord: RelatingTasks toaRequestfor Change Step Action 1 WithinanopenRequestforChangerecord,navigatetotheTaskstab. 2 IntheRequestTypefield,selectAdhocfromthedropdownlist,andthenclick Relate. Result:TheTaskformdisplayswithcertainfieldspopulatedfromthechange request.
Completethefollowingrequiredfields: NameEnteradescriptivenameofthetask. SummaryEnterabriefdescriptionofthetask. Note:TheTypefielddefaultstoManualwhenyoucreateanadhoctask. WithintheGeneraltab: TheCompanyfielddefaultstothedetailsoftheChangeLocationfield. Ifthetaskistobeassignedtoadifferentdepartmentorcompanyfillinthe relevantinformation. WithintheRequestertab: Requesterinformationautomaticallydefaultstothepersoncreatingthetask. RequestedForenterdetailsaboutthepersonwhoistheintendedtargetfor thetask WithintheClassificationtabcompletethefollowingfields: ProductCategorization OperationalCategorization.
115
Raising a Request for Change - Tasks, Continued

RelatingTasks toaRequestfor Change Continued Step Action 7 WithintheAssignment/Datestabcompletethefollowingfieldstoassignthetask: AssigneeGroup:Selectataskimplementergroupfromthelist. Assignee:Optionally,selectataskimplementerfromthelist. ScheduledStartDate:Enteranestimatedstartdate. ScheduledEndDate:Enteranestimatedenddate. Tip:YoumaywanttosettheStartDateandEndDatetobedifferentfromthe datesoftheparentchangerequest. 8 WithintheRelationshipstabifrequired,searchforandthenrelateconfiguration items,LDAPobjects,andsoftwarelibraryitemsthatareneededwiththistask. 9 ClickSave.
116
Raising a request for Change Relationship Detail

Overview Typically, change requests occur because a CI needs to be upgraded (such as an operating system)orneedsrepair (suchasaserver). UsingBMCRemedy Change Management,youcan relate unavailable CIs (also known as outage records) to their related change request. By relating an unavailable CI record to a change request, you can track its history, and the costs relatedtochangestotheCI.
Adding Relationship detailstoa Changerequest
FollowthesestepstoaddRelationshipdetailstotheChangerequest: Note:InthesestepsaConfigurationItemisrelatedtotheIncident. Step Action 1 FromtheRequestTypedropdownlistselectConfigurationItem 2 ClickonSearch Result:TheCIRelationshipsSearchscreendisplays:
Enter the relevant CI information or Product Categorization information and click onSearch. Result:RemedyreturnsallrelevantCIs
4 5 6
HighlighttheappropriateCIwithinthetable ClickontheRelationshipTypedropdownandselectRelatedto Click . Result:RemedyprovidesaninformationmessagethattheCIhasbeensuccessfully relatedtotheIncident.
117
Raising a request for Change-Relating Unavailability

ProcessSteps FollowthesestepstorelateUnavailabilitytoarequestforChange: Step Action 1 Openachangerequest,andthenclickRelationshipstab. TheRelationshipstabshowstherequeststhatyoucanrelatetothechange.
2 3 4 5 6 7
FromtheRequestTypefield,selectConfigurationItem,andthenclickSearch. OntheCIRelationshipsSearchform,completethesearchcriteriatabswiththe relevantinformation,andthenclickSearch. IntheRelationshipTypefield,selectthetypetorelatewiththechangerequest,for example,Relatedto. ClickRelatewithUnavailability. Entertheunavailabilitysettings(forexample,ScheduledFullandthescheduled startandenddates),andthenclickSave. ClosetheCIRelationshipsSearchdialogbox.
118
Progressing a request for Change

Overview TheProcessFlowStatusbarontheChangeformstepsyouthroughthechangeprocessfromthe InitiatestagetotheClosedstage.Itprovidesavisualmechanismtotrackthefivestagesofa changerequest,asindicatedbybestpracticesinITILprocesses.
ProcessFlow TheProcessFlowStatusbarguidesyouthroughthestagesofthechangelifecyclefromstageto stage.Toadvancethroughthechangerequest,clicktheprocessflowacceleratorsasshown below:
Ateachstage,thestatusbarprovidesacceleratorsapplicabletothecurrentstage. Forexample,youcanuseacceleratorstomovetherequesttoaPendingstatus,cancelit,or forwardittothenextstage.Byusingtheprocessflowaccelerators,youarefollowingITILbest practices. Whenyouselectanaccelerator,youmightbepromptedtoenterthedatarequiredtocomplete thestage.Forexample,whenyouareinthePlan&Schedulestageyouarepromptedtoenter therequiredstartandenddateofthechangerequestanditstasks.

119
Progressing a request for Change, Continued

Steps Step 1 Action FromtheProcessFlowStatusbar,clickonthedropdownarrowfromthecurrent stage to display the list of options available to move the request for change throughthevariousstages. Refertoexamplebelow:
3 4
Clickon NextStage Result:Remedywillpromptyouforanyadditionalinformationrequiredinorder toprogresstothenextstage;suchas: RequestedStartDate ChangeManager Completeanyrequiredfieldsidentified. ClickonSave Result:Therequestforchangemovesontothenextstageandupdatesthestatus asappropriate.
120
Searching for an existing request for Change

Overview YoucansearchforrequestforchangerecordsfromtheChangeManagementconsole,via: Predefinedsearches, Createandsaveyourowncustomsearchesusingadvancedqualifications SearchalloftherecordsusingtheSearchChangeform,or Searchusingarequestforchange(CHQ)number.
Searchingona specificINC number
EachtimearequestforchangeiscreateditautomaticallygeneratesachangeorCHQnumber. Thisnumberisspecifictotherequestforchangeandcanbeusedasareferenceforsearching.
Steps
FollowthestepsbelowtosearchforaspecificrequestforchangeusingaCHGnumber: Step 1 Action FromtheChangeManagementconsoleNavigationpanenavigateto: FunctionsSearchChange. Result:TherequestforChangeformappearsinSearchMode IntheChangeIDfieldenterintheCHGnumber Example:CHQ000000000049
Hint:Enteringthelastthreedigits(049intheexampleabove)willalsoworkwithin thisfield. PressEnter. Result:ThespecificrequestforchangewilldisplayinModifymode.
121
Searching for a request for Change Defined Searches

Defined Searches TheDefinedSearchesareaoftheNavigationpanecontainsaseriesofpredefinedsearchesthat youcanusetolookforrequestforchangerecords. For example: Use a predefined search to locate all Assigned Change rolls such as Closed Changes. The predefined search function searches records that are associated with you through your AuthcateorSupportGroupID.
Searchingforan FollowthestepsbelowtosearchforarequestforchangeusingDefinedSearches: Incidentusing Defined Step Action Searches 1 EnsuretheCompanyandViewByfieldsintheChangeManagementconsolearea arepointingtotheappropriatecompanyandsupportgroup. 2 FromtheChangeManagementConsole,navigatetotheDefinedSearchesareaof theNavigationPane. 3 Openthesearchcategorythatcorrespondstothesearchyouwanttorunandthen selectaspecificsearchoption.
122
Updating/Modifying a Change Request

Overview Toupdaterequestforchange,openthechangerecordandthenupdatethedetailsasrequired. Clicksavewhenyoufinish.
Beforeyou begin
RefertoCreatinganewrequestforChangeWorkDetailpage112
When updating a request for change you can create additional Work Info entries to detail Adding additionalWork additionalinformationorstepsandworkundertakenaspartoftheChangeprocess. InfoEntries
Modifying existingWork InfoEntries
Iftheworkinformationentryisnotlocked,youcanmodifyanyfieldonit.Thefollowingsteps describehowtomodifythenotes,addattachments,locktheentrysoitcannotbemodified later,andchangetheviewingaccesslevel. Step Action 1 FromtheChangeManagementconsole,selecttheChangerequestrecordand navigatetotheWorkInfotab. 2 Fromthelistofworkinformationentries,selecttheworkinformationrecordthat youwanttoupdate. 3 ClickView 4 Maketherequiredmodification: If Then Youwanttoupdate ClickinsidetheNotesfieldandtypethechanges thenote Youwanttoaddan RightclickintheattachmenttableandselectAddfrom attachment themenuthatappearsthenfollowtheonscreen instructions. Note:Attachmentstoworkinformationentriesareonly availablefromwithinthespecificIncident. Tolocktheentry FromtheLockedlist,selectYesorNo. Note:IfyouselectYes,theworkinformationentry cannotbemodifiedafteryousaveit. Tochangetheview FromtheViewAccesslist,select:InternalorPublicfrom accesslevel theViewAccesslist. Internal:ifyoudonotwantthecustomertoseethe workinformationentry. Public:ifyouwantthecustomertoseethework informationentry.

123
Asset and Configuration Item Overview

Introduction Asset Management is the Process responsible for tracking and reporting the value and ownershipoffinancialAssetsthroughouttheirLifecycle.AssetManagementispartofanoverall ServiceAssetandConfigurationManagementProcess(SACM).
Contents
Thispartcontainsthefollowingtopics. Topic AssetandConfigurationItemIntroduction ProcedureWorkflows AssetRecordOverview UpdatingAsset/Attributes/Status RelatingaPersontoaCI UpdatingAssetLocationDetails ProcessOverviewsforAssetManagement SeePage 122 126 127 131 133 135 136
124
Asset and Configuration Item Introduction
Objective Monashspecificobjective:Identify,control,record,report,auditandverifyICTassets
Goals To define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure. This optimises the performance of service assets and configurations, improves the overall service performance and optimises the costs and risks caused by poorly managed assets e.g. serviceoutages,fines,correctlicencefeesandfailedaudits.
Roles& Responsibilities ThefollowingrolesandresponsibilitieshavebeenidentifiedtosupporttheServiceAsset ManagementprocessesatMonashUniversity; Role Responsibility Overall authority and responsibility for the process metrics, ServiceAssetand policies and procedures. Creates and reviews reports that Configuration pertaintotheperformanceoftheactualprocess. ManagementProcess Owner Approver Decideswhethertoapproveorrejectrequestsfortheacquisition ofnewCIs. Asset/Configuration Responsible for the overall quality and integrity of the Manager Configuration/AssetManagementprocessesandtheCMDB ITSMtasksinclude: Determiningscope,depthandbreadthofCMDB PlanningandschedulingCMDBAudits Creatingandreviewingoperationalreports ComparingCIrecordstophysicalCIs Producingexceptionreports CreatingIncidentorChangerecordstoaddressexceptions ResponsibleforconductingperiodicauditsoftheCMDB
125
Asset and Configuration Item Introduction, Continued

Role Asset/Configuration Coordinator
Responsibility Submits purchase requisitions after this has been requested by ChangeManagement. InformspurchasingafterorderedCIshavebeendeliveredingood condition. EnsuresthatCIsgetlabelledaftertheyhavebeendelivered. EnsuresthattheinformationoftheCIsiskeptuptodate. Maintainstheinformationofexternalorganizationsthatsupply, or support, CIs for which the group of the configuration administratorisresponsible. Registers and updates the contracts and license certificates for the CIs for which the configuration administrator's group is responsible. Maintains the links of the CIs that the configuration administrator's group is responsible for. These are the links between a CI and other CIs, its supplier, its contracts, and the serviceinfrastructuresthatitisapartof. ObtainsquotesfromsuppliersforCIswhichacquisitionhasbeen requested Requests approval for ordering CIs after the quotes have been collected. Submits purchase orders for CIs which acquisition has been approved. Updates purchase line items after configuration administrators haveconfirmedthereceiptofCIsforwhichpurchaseorderswere submitted.
PurchasingAgent
126

Purpose ThefollowingfigureshowstheICTAssetManagementProcessandtheICTAssetLifecycle.This documentreferstosegmentsoftheinnercircle,theICTAssetManagementLifecyclestagesand theprocedureswithinthem.
Purpose ThefollowingfigureshowstheICTAssetManagementProcessandtheICTAssetLifecycle.This documentreferstosegmentsoftheinnercircle,theICTAssetManagementLifecyclestagesand theprocedureswithinthem.
Figure1AssetManagementProcess/Procedures
TheICTAssetManagementLifecyclefocusesontrackingthestatusandattributesofICTassets andtrackinganychangesmadetothem.ThefollowingtableshowstheICTAssetManagement Procedureswithinthedifferentlifecyclestages.
Procurement Process
Request: The Request procedure is used when a Monash person requires an asset, a service request is raised, approved, checked against the Monash standard equipment list and assigned to IT Supportfordeploymentifinventoryexistsorpurchasingforprocurement. PurchaseOrderCreation: ThisprocedureinvolvesPurchasingperformingbudgetchecks,raisingapurchaseorder. Receipting: ThereceiptingprocedureisusedwhenanICTassetisreceivedbyMonashfromavendor,this procedureinvolvescheckingtheassetagainstthepurchaseorder,attachingMonashidentifiers and updating the asset record and creating an asset record within the CMDB (Configuration ManagementDatabase). SoftwareNew/ModifyLicenceCertificate: Thisprocedureensuresthatwhenanewsoftwarecontract,certificateorlicenseisrequireditis trackedintheCMDBwhichallowssoftwarecompliancechecksandharvestingtoberun.
127

DeployProcess Deploy: The Deploy procedure is used to deploy all Monash ICT assets, this procedure ensures any changestotheassetaretrackedwithintheCMDB. SoftwareDeploy: ThesoftwareDeployprocedureensuresthatsoftwaredeployedonMonashmachinesistracked withintheCMBDandiscompliantwiththesoftwarecontracts/certificates.
ValidateProcess
StockTake: TheStockTakeprocedureisused,primarily,fortheannualSAPassetaudit.Alistofassetstobe auditedwillbesenttotheassetmanagerwhowillberesponsibleforensuringallICTassetsare audited,eitherbydiscoveryormanualstocktake. SoftwareCompliance/Harvest: TheSoftwareCompliance/Harvestprocedureallowssoftwarewhichisnotfrequentlyusedto beharvestedandensuresthatsoftwarecontract/certificatesarecompliant. UnrecordedAssetException: TheUnrecordedAssetExceptionprocedureisusedwhenaMonashICTassetisidentifiedwhich cannotbefoundintheCMDB.Thisprocedureensuresthattheassetrecordiscreatedor updatedtoaccuratelyreflectthephysicalasset.
Maintain
No asset management procedures exist within this stage. Asset maintenance is covered by proceduresfromtheIncident,requestandchangeprocesses.
Support
Reuse/Harvest The Reuse/ Harvest procedure is used when an asset is no longer required by the user or reaches end of life. This procedure involves removing any sensitive data / software and preparingtheassetforreturntoinventoryordisposal.
Retire
Decommissioning: The Decommissioning procedure ensures that Monash ICT assets are properly prepared for disposalandaredisposedofappropriately.
128
Procedure Workflows
AssetLifecycle Management Overview ThefollowingdiagramshowshowthedifferentstagesoftheAssetLifeCyclelinked:
3 Validate/ Verify
1 Request/ Procurement
2 Deploy
4 Support/ Maintain
5 Retire
AssetLifecycle Management procedures
ThefollowingdiagramshowstheflowoftheAssetLifecycleManagementprocedures.While manyoftheproceduresmaybeinitiatedatdifferentpointsintheassetlifecycle,thetypical flowisshownbelow:
129
Asset Record Overview

Overview This section details the areas of the asset/ CI record which will be updated through the asset lifecycle.
CIInformation
FieldName CIID TagNumber SerialNumber PartNumber Supported Company PrimaryCapability Status/Status Reason Impact Urgency Priority UsersAffected Additional Information
Description Auniqueidentifierforthisassetrecord TheTagnumberreferstotheMonashidentificationtagontheasset. (usuallytheEQsticker) TheSerialNumberoftheAsset ThePartNumberoftheasset,usuallyneartheserialnumbertagofthe asset IsthisassetsupportedbytheServiceCentre? TheMonashFacultyorOfficethisassetbelongsto. Theprimaryrole/capabilityofthisasset. Thecurrentlifecyclestatusandreasonofthisasset.Refertothestatus/ statusreasontableformoreinformation Theimpactthisassetwouldhaveonaserviceifitwentdown Theurgencyiftheassetisdown Thepriorityoftheincidenttorestorethisasset Thenumberofusersaffectedifthisassetweretogodown Anyadditionalinformationonthisasset
130
Asset Record Overview, Continued

General Attributes ThegeneraltabisusedtocategorizeCIsandspecifylocationandlifecycleinformation:
FieldName Description ProductCategorization Product The3tiersoftheassetsproductcategory Categorization Tiers ProductName Theproductnameoftheasset.Thisfieldlinkstoadditionalproduct information Model/Version TheModelNumberorVersionoftheAsset.Selectfromthedropdown listifavailable Manufacturer Ifthemanufacturerisnotautomaticallypopulatedthenenterthe manufactureroftheasset SupplierName Thesupplier/Vendorforthisasset Location Region Region/Country SiteGroup Campus Site Building Floor Floor Room Room Lifecycle ReceivedDate Thedatetheassetwasfirstinstalled InstallationDate Thedatetheassetbecomesavailableforuse AvailableDate Thedatethe ReturnDate DisposalDate Thedateofthelasttimetheassetwasseenbythenetworkdiscovery LastScanDate
131

Specifications Tab TheattributesstoredintheSpecificationstabisdeterminedbytheCITypeoftheasset,thistab containstechnicalspecificationsoftheasset
PeopleTab
Thepeopletabisusedtoassociatepeoplewithassets,suchastheuseroftheasset
FieldName FullName Role Type PrimaryContact AccessPermitted
Description ThefullnameofthepersonorSupportgrouprelatedtothisasset Theroleofthepersonrelatedtotheasset thetypeofrecordthisCIisrelatedto(People,PeopleOrganisation,or SupportGroup) Isthispersontheprimarycontactforthisasset? Doesthispersonhaveaccesstothisassetrecord?

132

Relationship Details The relationship details tab shows the relationship with other CIs, this tab is used for viewing technicalinformationaboutthesubcomponentsoftheasset.
FinancialsTab
The financial tab is traditionally used to store the costs associated with owning the asset, however,Monashisonlyusingafewofthesefieldsasshownbelow.
FieldName OwnershipType PurchaseDate Over$5k?
Description Theownershiptypeoftheasset,thisiswhereanassetisflaggedas internallyleased. Thedatethepurchaseorderforthisassetwasraised TheOver$5kcheckboxisusedtoflagassetswhichareincludedin theSAPsystemasfinancialassets.Checkingthisboxwillincludethe assetincertainfinancialreports
133
Updating Asset/Attributes/Status
Overview Usedtotrackthestagetheassetisatwithinitslifecycleandisrequiredtobeupdatedinline withtheICTAssetLifecycleProcedures.
AccesstheAsset FollowthestepsbelowtoaccessanAssetRecord: Record Step Action 1 OpentheAssetrecordasfollows: IfaccessingtheassetrecordthroughtheServiceRequest/IncidentRecord, thenclickontheCI+fieldlabel theassetmanagementconsole,searchfortheappropriateassetusingthe advancedfilterfields.OpentheassetrecordbyclickingView
2 3 4 5 6
Result:TheAssetscreendisplays UpdatetheStatusoftheassetbyselectingtheappropriatestatusfromthedrop downlist Ifapplicable,selectaStatusReasonfromthedropdownlist Updatetherequiredfieldsineachoftheattributetabs ClickSave

134
Updating Asset/Attributes/Status, Continued

UpdateAsset Status ToupdatetheStatusofanasset,selecttheappropriatestatusfromthedropdownlist (RefertotheAppendixforafulllistofStatuses)
Note:Ifapplicable,selectaStatusReasonfromthedropdownlist
135
Relating a Person to a CI
Steps Toupdatethepeoplerelatedtoanassetfollowthestepsbelow: Step Action 1 SelectthePeopletabandclickAdd
Chooseifthepersoninquestionistheprimarycontactfortheasset
3 4
ClickOK EntertheappropriatesearchcriteriaandclickSearch
SelectthepersonandclickSelect
136
Relating a Person to a CI, Continued

StepContinued Step 6 Action SelecttheRole(UsedBy)ofthepersonrelatingtothisasset,ClickOK
7 8 9
Removeanyoldrelationshipswhichnolongerapplybyselectingthemandclicking Remove ClickYeswhenpromptedAreyousure? ClickSave
137
Updating Asset Location Details

Overview Whenever an asset is moved or deployed it is important to update the location details within theassetrecord.
AssetLocation UpdatesSteps
Followthestepsbelowtoupdatethelocationoftheasset: Step 1 2 Action NavigatetoLocationwithintheGeneralTaboftheAssetscreen Usingthedropdownoptionsselectthefollowing: Region SiteGroup(Campus) Site(Building) Floor(numberorsingleletter) Room(fullroomnumber,eg.G35) ClickonSave
138
Process Overviews for Asset Management

Overview AsingleservicerequestexistsfortheentireICTAssetrequesttodeployprocess Throughout this process updates to service requests are made via adding a work detail each time an update is made to request ie. Purchase order is raised and therefore standard steps shouldbetakentoupdateaServiceRequestwithWorkInfoEntriesasrequired.
Rejectinga request
When it is required that a request is rejected, a standard Work Info Entry is to be completed detailingwhyyouarerejectingtherequest.Ensureyoucompletethefollowing: UpdatetheStatusoftheassettoCancelledfromthedropdownlist ClickSavetosavethechangestotheServiceRequest/Incident.
Attaching Support Documentation totheRequest
Whereyouarerequiredtoattachsupportingdocumentationtoarequest,astandardWorkInfo Entryistobecompletedincludingtheattachment.Ensureyoucompletethefollowing: Ifrequired,updatetheStatusandStatusReasonoftheServiceRequest/Incident ClickSavetosavethechangestotheServiceRequest/Incident
139
Advanced Functions Overview

Introduction Remedy has many variables and functionalities available to users, some which are used on a daily basis and some that is used less frequently. To try and capture some of those less frequentlyusedfunctions,anAdvancedFunctionsectionhasbeenincludedtosupportongoing traininganddevelopment.
Contents
Thispartcontainsthefollowingtopics. Topic AdvancedIncidentFunctions AdvancedAssetManagementFunctions AdvancedServiceLevelManagementFunctions Dashboards&Reporting SeePage 138 141 146 149
140
Advanced Incident Functions

AddingWork InfoEntriesvia theIncident Table FollowthestepsbelowtoaddworkinformationentriesfromtheIncidentstable: Step Action 1 FromtheIncidentManagementconsole,selecttheincidentrequestrecord 2 AtthebottomoftheIncidentManagementconsole,iftheTaskstableisvisible, opentheIncidentDetailareabyclickingShowIncidentDetail. 3 ClickCreate 4 EntertheworkinformationdetailsintheIncidentWorkInfodialogbox. 5 Toaddanattachmenttotherecord,rightclickintheattachmenttableandselect Addfromthemenuthatappears. 6 Choosewhethertolocktheworklog. Note:IfyouselectYes,youcannotmodifytheworklogafteryousaveit. Choosethetypeofviewaccess: Internal:Choosethisifyoudonotwantthecustomertoseethework informationentry. Public:Choosethisifyouwantthecustomertoseetheworkinformation entry. ClickSave.
141
Advanced Incident Functions, Continued

Creating Relationship Detailswithin Incidents By defining and maintaining relationships among records, you can create an overview of the connectionsandinterdependenciesamongthecurrentrecordandadditionalserviceissues. Anincidentcanberelatedtoanyofthefollowingrecordtypes: Configurationitem Anotherincident Knownerror Probleminvestigation CIunavailability RequestforChange Release
Beforeyou begin
EnsureyouarewithineitheraneworexistingIncidentandhavenavigatedtotheRelationships tab.
Adding Relationship Detailstoan Incident
FollowthesestepstoaddRelationshipdetailstotheincident: Note:InthesestepsaConfigurationItemisrelatedtotheIncident. Step Action 1 FromtheRequestTypedropdownlistselectConfigurationItem 2 ClickonSearch Result:TheCIRelationshipsSearchscreendisplays:
Enter the relevant CI information or Product Categorization information and click onSearch. Result:RemedyreturnsallrelevantCIs
4 5 6 HighlighttheappropriateCIwithinthetable ClickontheRelationshipTypedropdownandselectRelatedto Click . Result:RemedyprovidesaninformationmessagethattheCIhasbeensuccessfully relatedtotheIncident.

142
Advanced Incident Functions, Continued

Moving Resolved Incidentsback toInProgress UsethefollowingproceduretomoveanincidentrequestrecordwithastatusofResolvedback totheInProgressstatus.Youdothisifthereportedresolutiondidnotresolvetheincident request,andfurtherworkisneeded. Step Action 1 Searchforandretrieveanexistingresolvedincident. 2 OpentheresolvedincidentinModifymode. 3 IntheStatusfield,selectInProgress. 4 ClickSave Result:TheincidentmovesbacktotheResolutionandRecoverystageandthe statuschangesfromResolvedtoInProgress.
Searchingforan The custom search functionality allows you to define and save custom searches based on existingIncident criteriayouselect.Afteryousavethecustomsearch,itappearsintheMySearchesareaofthe CustomSearch DefinedSearcheslist. NOTE:TheMySearchesoptiononlyappearsafteracustomsearchisdefinedandsaved. Step Action 1 IntheDefinedSearchessectionoftheNavigationpane,clickManageMySearches. 2 IntheSearchNamefield,enteranameforthesearch. 3 ClickBuildSearchQualificationtoopentheAdvancedQualificationBuilderdialog box,andthendefinethesearchqualification. 4 FromtheKeywordsorFieldsselectionboxes,selectthekeywordsorrecordfields onwhichyouwanttosearch. 5 Toinsertoperators(+,=,>,<,andsoon),clicktheappropriateoperatorbutton.Do notforgettoplaceliteralvaluesbetweendoublequotationmarks. Forexample:Searchforincidentrequeststhatmeetthefollowingcriteria: Impact=>2Significant/Largeor1Extensive/Widespread Service=PayrollService theLastResolvedDate>=07/19/2008 (Impact=2Significant/LargeORImpact=1Extensive/Widespread)AND Service=PayrollServiceANDLastResolvedDate>=07/19/2008 6 ClickSelecttoclosetheAdvancedQualificationBuilder,andthenclickSave. 7 ClosetheManageMySearchesdialogbox. ThesearchappearsintheDefinedSearcheslist,underMySearches. NOTE:TheMySearchesnodeappearsonlywhenacustomsearchisdefined.
143
Advanced Asset Management Functions

CheckInventory PartoftherequestprocedureITSupportwillchecktheICTAssetinventoryforasuitableasset ratherthanraiseapurchaseorder Step 1 Action WithintheRemedyAssetManagementConsole,underthedefinedsearches navigationbar,selectByComputerbyStatus,thenselectInInventory
2 3 4
Usetheadvancedfiltersectiontofiltertheinventoryitemstotheproductrequired Iftherearenoresults,thentheselectedassetisnotavailableininventory Ifrequired,viewadditionaldetailofanassetintheConfigurationItemslistby selectingtherecordandclickingView ClickClosetoreturntotheconfigurationitemlist
Ifasuitableassetisfound,thenInventorydoesexist,takenoteoftheCInameto allowtheCItobereferencedinfuturesteps
144
Advanced Asset Management Functions, Continued

Checkingfor Available Software Licences Ifyougetarequesttoinstallthentheycanchecktoseeifthereisenoughcurrentlicences: Step 1 2 Action OpentheSoftwareAssetManagementContractConsole Selectthelicensecertificatetobechecked,andclickViewCertificate
IntheFunctionsNavigationbar,clickComplianceDetails
Reviewthenumberoflicensespurchasedandnumberoflicensesdeployedfields
Ifthenumberoflicensesdeployed+thenumberoflicensestobedeployedas partoftheservicerequestexceedstheNumberoflicensespurchasedthen therequirednumberofsparelicensesdonotexist Otherwise,sparelicensesdoexist

145

Add/Remove LinkstoRelated CIs CIsorAssetsmaybedependentonotherCIs,recordingtheselinksallowsotheruserstosee theimpactofanyupdatestheymaketootherCIs. Step 1 Action WithinBMCRemedy,opentheAssetrecord Note:IfaccessingtheassetrecordthroughtheServiceRequest/IncidentRecord, then click on the CI+ field label. Otherwise, within the asset management console,searchfortheappropriateassetusingtheadvancedfilterfields.Openthe assetrecordbyselectingtherequiredCIandclickingView.
2 SelecttheRelationshipstab
Toremovearelationship,selecttherelationshiptoberemovedandclickRemove
146

Add/Remove LinkstoRelated CIsContinued Step 4 Action ToAddarelationshiptoanotherCI; UnderRequestTypeselectAssetrecord UnderCITypeselectthetypeofCItobelinkedto ClickSearch
UsethesearchfieldsidentifytherequiredCI,selecttheCI SelecttheRelationshipType,andclickCreate
Selectthetypeofrelationshipfromthedropdownbox,ClickOK 5 SaveandClosetheassetrecord
147

StatusReason
Status Received
UpdatetoAsset/CIStatusrefertothetablebelowfordetailedexplanations.
StatusDescription TheitemrepresentedbytheCI wasreceivedinshipping. StatusReason ReceivedinGood Order ToBeReturned StatusReasonDescription Theassetwasreceivedingood orderasperthePurchase Order Theassetwasreceivedbutis tobereturnedtothevendor Theassetisconnectedtothe Monashandisauto discoverable TheAssetisnotconnectedto theMonashnetworkorisnot discoverable Theassethasbeenscheduled forrepair Theassetisdowndueto regularmaintenance Theassetisoutofserviceand cannotberepaired Theassethasbeenreturnedto ITSupport Theassetisobsoleteorno longermeetstheminimum requirements Theuseroftheassethas requestedextendeduseofthe asset Theassetrecordisnolonger requiredintheCMDB Theassethasnotbeen deployed Theassethasbeendeployed andreturnedtoinventory Thehasbeenlostorstolen Theassethasreachedtheend ofitsusefullife Theassethasbeendamaged andisbeyondrepair
Being Assembled Deployed
Theitemisbeingassembled Theitemhasbeendeployed andisinuse
Discoverable
OffLine
In Repair Down
Theitemisdownfor maintenance Theitemisdownandnot functioning
Scheduled Maintenance OutofService Returned Obsolete
End of Life
Theitemisnolongerbeing deployed
ExtendedUse Requested Obsolete New Used MissingLost/ Stolen Obsolete Damaged
Transferred Delete In Inventory
TheitemwasTransferredto anotherlocation TheCIismarkedfordeletion Theitemisininventorybutnot yetdeployed Theitemisonloantoanother location Theitemhasbeenorderedbut isnotyetavailable Theitemisnolongeravailable andwasdisposed
On Loan Ordered Disposed
148
149
Advanced Service Level Management Functions

IncidentTargets SLATARGET(forcumulativeIncidentperformanceoveraperiodoftime): forIndividual Incidents EachIncidenteitherdoes,ordoesnot,meetitsResponsetarget.Itiseitherahitoramiss. SimilarlyeachIncidenteitherdoes,ordoesnot,meetitsResolutiontarget.Eachoftheseisa datapointincalculatingwhatpercentofthetimeIncidenttargetsaremet.TheSLATargetis theminimumlevelofsuccessfulIncidents,measuredasapercentofthetotal. TargetatRiskallowsanearlywarningemailtobesent(ifdesired)priortotheperformance droppingdowntotheSLATarget. NOTE: An Incident will not be included in the SLA measurement until it is in Closed status. ThereasonforthisisthatalthoughtheclockstopswhentheStatusisResolved,anIncident thathasntreachedClosedstatuscouldbereopened,whichrestartstheclock. SLATargetsandTargetatRisk: IncidentPriority Target TargetatRisk Critical 90% 92% High 90% 92% Medium 90% 92% Low 90% 92%
150
Advanced Service Level Management Functions, Continued

Email Notifications Relatedto Incidents/SLAs These are emails sent to designated people at defined points in the life cycle of an Incident. TherecanbemultiplepointsinthelifecycleofanIncidentwhichtriggeremails. WhatTriggersanSLAemailnotification,inanindividualIncident? Emails are triggered at defined points in the life cycle of an Incident. These trigger points are expressedasapercentageoftheIncidentTarget. Forexample:AtargetmightbesetthatanIncidentshouldberespondedtowithin2hours.This meanstheIncidentneedstobeassignedtoanindividualandtheIncidentStatusneedstobeIn Progress or beyond. If there is a Response milestone of 50% an email will be sent to the designatedperson1hourbeforethetargettimeisreached,toremindthemnoResponsehas beenprovidedtotheIncidentCustomer. Emailnotificationtriggerpoints,forindividualIncidents: Incident Response1 Response2 Resolution1 Resolution2 Resolution3 Priority Critical 50% 100% 50%* 80% 100% High 50% 100% 80% 100% Medium 100% Low 100% *ThisemailissenttotheAssignee. UsingaHighPriorityIncidentasanexample,anemailissent15minutesand30minutesafter Incidentcreation,iftheIncidenthasnotmettheResponsecriteriaatthosepointsintime.An emailwillbesent3hours12minutes(80%of4hours)and4hoursafterIncidentcreation,ifit hasnotmettheResolutioncriteriaatthosepointsintime. Whattriggersanemailnotification,inanSLA? UsingtheCriticalIncidentSLAasanexample,theaimistoachievetheResponseandResolution targetsatleast90%ofthetime,duringthereviewperiod.Iftheactualperformancedipsbelow 92%(targetatrisk)anemailwillbesent.Iftheactualperformancedipsbelow90%(target)an emailwillbesent. Incident Target Emailsent? TargetatRisk Emailsent? Review Priority Period Critical 90% Yes 92% Yes Quarterly High 90% No 92% Yes Monthly Medium 90% No 92% Yes Monthly Low 90% No 92% Yes Monthly WhoReceivesIncidentandSLAemailnotifications? All Incidents are assigned to a Support Group. Any person in that Support Group who has a Functional Role of Incident Manager assigned to their profile, will receive SLA emails notificationsforthatSupportGroup.
151
Advanced Service Level Management Functions, Continued

PausetheClock UnderspecificconditionsthemeasurementofachievingtheIncidenttargetscanbepaused. ThismaybelegitimatewhentheSupportGroupAssigneeiswaitingfortheCustomertoanswer aquestionorprovidefurtherinformation,vitaltocompletingtheIncident. Thishappenswhen: a) Status=Pending AND b) StatusReasonisoneofthefollowing: HoldRequestedbyCustomer AwaitingCustomerAction AwaitingServiceRequestCompletion FutureEnhancement
152
Dashboards & Reporting

Overview ReportingandcompliancecheckswithinRemedyprovideMonashUniversitytheopportunityto effectively monitor and manage not only Service Level Agreements, but also overall use and complianceofinformationwithinthesystem.Thisinturncanimpactbothcustomerandstaff satisfactionwhendealingwithITatMonash. RemedyhasstandardKPIdashboardsandReportingfunctionalitiesavailable.
ViewingKPI Dashboards
WithintheIncidentandProblemconsolesinRemedy,youcanquicklyandeasilynavigatetothe KPIstabwhichdisplaysadashboardoftargetinformation.
Steps
Follow the steps below to navigate to the KPIs dashboard within the Incident Management Console: Step Action 1 FromtheIncidentManagementConsoleclickontheKPIstabwithintheheader
Result:TheKPIdashboarddisplays:

153
Dashboards & Reporting, Continued

StepsContinued Step 2 Action UsetheNavigationPanewithinthedashboardtoviewvariousdetailsinrelationto Incidentsrecorded:
Oncecompleted,navigatebacktotheIncidentManagementconsolebyclickingon theConsoletab.
Standard Reports
Remedyhasapprox150standardreportsthatareabletobeextracted,printedandviewedat anytime.YoucanaccesstheReportfunctionfromanyconsolewithinRemedyatanytime.
Steps
Followthestepsbelowtosearchforandviewreports: Step Action 1 Fromyourselectedconsole(i.e.IncidentManagement)navigatetoFunctions> ReportswithintheNavigationPane. Result:TheReportConsoledisplaysisSearchmode:
154
Dashboards & Reporting, Continued

StepsContinued Step 2 Action SelectyourdesiredreportfromtheReportNamedropdownlist.
3 4 5
Enteranyadditionalsearchinformationifrequired. Selectafiledestinationinwhichtosavethereport. SelectRunReport
155
Getting Help with Remedy

PostGoLive Support From Monday October 18th for a period of 2 weeks, floor support will be provided each day withinyourimmediatearea,byaminimumoftwoprojectteammembers. PleasefeelcomfortabletoaskyourfloorsupportmembersanyquestioninrelationtoRemedy astheyaretheretoassistyouandmakeyourtransitionassmoothaspossible. You will be able to identify your floor support member by the green tshirts they will be wearing.
QuickReference Quick Reference Guides have been provided to each of you for a quick referral of frequently Guides accessedinformation.Thesesupportthecomprehensivetrainingguidewhereyouwillbeable toaccessmoredetailedinformation.
RemedyOnline Help
You can access help from within Remedy at any time simply by clicking on the help icon whichisavailablewithineachscreen.
Permissions withinRemedy
If at anytime you feel you permissions or access is not correct within Remedy, please contact yourlinemanagerinthefirstinstancetoconfirmyourrequirements.Youcanthenfollowup withanemailtoICTSharedServiceswhowillreviewyouraccessaccordingly.
156

Remedy Training Guide Level2 3

Hochgeladen von

Dokumentinformationen

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Remedy Training Guide Level2 3

Hochgeladen von

Copyright:

Verfügbare Formate

ITServiceManagement Processes&Remedy

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Table of Contents, Continued

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Table of Contents, Continued

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Processes & Remedy Overview

IncidentManagement ServiceRequestManagement ProblemManagement ServiceLevelManagement ProductionChange&ReleaseManagement Asset&ConfigurationItemManagement AdvancedFunctions GettingHelpwithRemedy Reviewandpracticetime

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management at Monash Overview

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Introduction

Whatdoesit meanfor Monash

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Functions and Processes

ThefollowingslidesdetailthekeymessagesandlearningsprovidedbyITServiceEnhancement: AFunctionisdefinedasaunitoforganisationspecialisedtoperformcertaintypesofwork andareresponsibleforspecificoutcomes:

Continued on next page

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Functions and Processes, Continued

Continued on next page

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Functions and Processes, Continued

Role FirstLevelSupport (Tier1Support)

SecondLevelSupport (Tier2Support) ThirdLevelSupport (ThirdLevelSupport)

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Terminology

Service Management Lifecycle

Term ITIL ITSM

ServiceStrategy ServiceDesign ServiceTransition ServiceOperation ContinualService Improvement

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Terminology, Continued

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Roles & Responsibilities

SpecialistSubject MatterExpert (Tier2&3Support) GroupIncident Coordinator (Team Lead/Supervisor/ QueueManager)

Role User(Customer) ServiceProvider

Continued on next page

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

IT Service Management Roles & Responsibilities, Continued

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Introducing Remedy Overview

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Logging onto Remedy

LoggingOn FollowthesestepstoLogOntoRemedy: Step 1 Action LaunchyourInternetBrowserandkeyinthefollowingURL: https://ServiceDeskOnline.monash.edu/arsys Result:TheMonashUniversityServiceDeskOnlineSystemdisplays:

Typeinyour: Username(authcate),and Password(authcate). Note:YourUsernameandpasswordarecasesensitive. ClickonLogIn Result:RemedyopensatOverviewConsole.

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Logging Off Remedy

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Remedy Console Access

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

WhilstworkingwithinRemedythesystemcanbeinoneofthefollowingmodes;New,Searchor Modify.Remedymodesarecolourcodedforquickidentificationandhighlightedatthetopof eachscreen. CurrentMode:New CurrentMode:Search CurrentMode:Modify

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Area 1 Console Header 2 Console Management 3 Overview ConsoleTable 4 Navigation Pane

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Incident Management Overview

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Introduction to Incident Management

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Incident Management Process

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx

Accessing & Navigating the Incident Management Console

Navigatingto theIncident Management Console

V:\corpservices\service-office\Shared Services Projects\Change Release Project\Training\Participant Training Guide_L2&3 v1.1.docx