FOUNDATION

ITSM Foundation
Set of forms and data providing key shared

functionality and data storage for the suite of

applications
The Foundation structures are defined from within the
Application Administration console.
The data order is important when defining these
Foundation structures
Some structures require others to first be defined.
Some relationships and associations are dependent on the order
in which the items are defined.

Application Administration Console

Consists of Two Tabs
1.
Standard Configuration
This tab lists seven steps that walk you through the process
of configuring your organizations information.
2.
Custom Configuration
The Custom Configuration tab provides access to all ITSM
configuration forms. Use the forms accessed from this tab to
go beyond the standard configuration.

ACCESSING APPLICATION ADMIN

CONSOLE

Application Administration Console

Foundation Components
Company
Organization
Location
People requester/staff support
Support group
Operational category
Product category
Resolution category
Assignment configuration

Company
COMPANY
ORGANIZATIONS
LOCATIONS
SUPPORT
STRUCTURE
PRODUCT
CATEGORIZATION
SERVICE
CATEGORIZATION
PEOPLE

Company
Company definition is very important because it helps drive

multi-tenancy within the product.

Assignment routing, approval mapping, knowledge mapping,
etcthese are all driven by the Company definition.
It is mainly used as unique identifier
Key Fields:
Company

Name must be unique

Company Type (customer, vendor)
Some Organization Structures can be defined from Company
Business

organization structure
IT support structure

Describing Companies
At least one company must exist on the system
Companies can represent internal groups or business units

as well as external vendors or customers.

The company form must be completed before defining any
of the other Foundation data records.
All the other data record types dependent on the company
Companies does not have to represent an actual
corporation or business
Ex: a company can represent a division within the
corporation, or segments of a particular business

Accessing Company Configuration

Configuring Company

Identifying Company Data

FIELD/TAB

DESCRIPTION

Name

Unique identifier for company; value in company field

Type

How the company is used by the application

Status

Whether or not company is displayed for selection

Abbreviation

The company name abbreviation

Category

The type business in which the company is

Alias

An alternate name for the company

Miscellaneous
(multiple fields)

The company business hours, general contact

corporate contact information and other optional
information

Advanced information
(menu tier structure)

The menu tier structure for selecting company value in

forms; regions and site groups listing

Describing Company Names

Company names

Are the root of all the other data structures.

Are unique.
can be used to limit user access the data.

Defining the company name using fully qualified

company name

We can define an abbreviation for each company name.

You may also define a multi tier menu structure to modify the
display of the company name in a list, on the application forms.

Identifying Company Types

COMPANY TYPE

PURPOSE

USE IN ITSM

Operating company

Business units or entities that are

part of the internal support
organization

Contacts and support groups, base

data forms

Vendor

External companies providing

support

Support groups and vendor

assignment

Customer

Business units or entities supported

by organization

Contacts and base data forms

Manufacturer

External companies providing items

in the product catalog/DSL

Product catalog

Supplier

External companies providing

supplies

Contacts, Asset Management

contracts

Generic contact

Companies without a formal

business relationship

People form

Describing Company Types

CUSTOMER
requests new
computer

CUSTOMER
requests support
for computer

OPERATING
COMPANY
orders new
computer

OPERATING
COMPANY
installs and
maintains new
computer

SUPPLIER
orders new
computer

SUPPLIER
delivers new
computer
MANUFACTURER
builds new computer

Organization Structure

COMPANY

ORGANIZATIONS

DEPARTMENT

ABC COMPANY

HUMAN RESOURCES

PAYROLL

Describing Organization
The organization structure represents the organizations

and departments within a company

You can use the Company, Organization, and
Department fields to mirror your organizations human
resources organization structure
Sales and Marketing are examples of people
organizations
Widget Sales is an example of an organization
department

Describing Organization(Cont..)
Each company can be associated with one or more

company(Business) Organization structures.

The Organization structure usually represents
a companys Human Resources structure. Or
how the company is organization along lines or Business
Various components of the applications can be configured to
depend on the Organization definitions, including:
Assignments
Approvals
SLAs
Reporting
Relating to CIs and contracts

Viewing Company Organization

Configuring Organization

Location Structure
COMPANY
REGION
SITE GROUP
Sites can be
associated
with multiple
companies

SITE

Each company
must be
associated to at
least one site

Describing Location
The Location Structure refers to the geographic location

of Sites within a Company

Sites identify unique physical locations that are
associated with one or more companies
A Site usually has a mailing address
The Location Structures can be created right from the
Company form.
Defined as: Company -> Region -> Site Group -> Site

Describing Location(Cont..)
On all tickets forms, the company and the site field are

required to be completed, so the locations must be

configured.
Various components of the applications depend on the
location definitions, including:
CI information
Inventory management
Assignments Approvals
SLAs
Reporting
Purchase requisition shipping information

Accessing Location Form

Location Form

Identifying Site Data

DATA

DESCRIPTION

Site Name

A descriptive name for the site which must be unique

Address information
(Multi fields)

The physical address, time zone, phone numbers

(Includes geography information)

Status

Whether or not site is available

Site Alias

Alternate name or abbreviation for the site; used in

type ahead searches on the site field

Company Relationships

List of company Location structures that are associated

with this site
(Company, Region, Site Group)

Additional Details

Descriptive information about this particular site

Attachments

Any files that may be relevant to this site

Configuring Site Data

Configure Company

Configure Region(optional)
Configure Site Group(optional)
Configure Geography information (As needed)
Configure site

Describing Regions And Site Groups

Regions an site groups are optional

Regions and site groups can used for reporting in ITSM

In many companies, the geography is broken into

Regions.

For ex: East coast, West coast and central

Geographic areas can be divided into site groups.

Physical Site groups

Logical Site groups

Regions an Site Groups are configured from the

company Form, Advanced Configuration tab.

Viewing Regions And Site Groups

Configuring Regions And Site Groups

Describing Company And Site

Relationship
Each company must be related to one or more sites.
A site may be related to one or more companies ,

however it may only be related to a particular company

once.

The company name and site combination must be unique.

A site is available for selection on BMC Remedy ITSM

forms after it has been related to one or more

Companies

Configuring Company Relationships

Configure and enable the company.
Optionally, define the region and site group.
On the site Form, click Company relationships tab.
Select Company name.
Select Region(if desired).
Select site group( if desired).
Click Add.

Viewing Company Relationships

Configuration Company Relationships

People Structure
Non-Support staff

Support staff

COMPANY

COMPANY
ORGANIZATION

ORGANIZATION
LOCATION
LOCATION

ACCESS
PERMISSION
SUPPORT GROUPS

ACCESS
PERMISSION

FUNCTIONAL
ROLES

Describing People Structure

The people structure defines an individual person.
People include non-support persons and support persons.
Depending on the, in type person information may include:
Contact information
Company, Organization, and Location information
Login Id and password
Other permissions and access information
Notification
Manager name
Financial information

Accessing People Configuration

People Form( Non Support Staff )

Describing Non-Support Persons

Non-support persons include any one who is not a

member of the IT organization.

Customers are non-support persons.

A non-support persons may use:

Incident Management to submit and query incidents.

Problem Management to submit and query problem investigations,
Known errors, and solutions.
Requestor console.
Approval central console
Asset Management to query CIs and create purchase requisitions
SLM to view data in the SLM customer Dashboard.

People Form( Support Staff )

Describing Support Persons

Support persons are internal or external personnel who use the

BMC Remedy ITSM applications to create or modify

requests and must have a write license.
Depending on the support persons configuration, the person
can use:
Incident Management to configure and manage incident requests
Problem Management to configure and manage problem investigations, solutions,
and known errors
Change Management configure manage changes
Asset Management to configure and manage CIs, contracts, and inventories
SLM to create, modify, delete and view agreements and service targets

In addition, support persons may be routed assignments.

Comparing Configuration of Non-Support And

Support Persons
DATA

NON-SUPPORT

SUPPORT

Basic contact and client information

Required

Required

Login ID

Optional*

Required

Permission Groups

Optional

Required

Work info, related CIs, attributes

Optional

Required

Support group relationship

Unavailable

Required

Financial, alternate approver,

assignments

Unavailable

Optional

Functional roles

Unavailable

Optional

* Login ID may be required for requestor console access, if guest access not allowed

Identifying Required Data For Both Types of Staff

FIELD

DESCRIPTION/NOTES

Name

The persons first and last name

Client Type

Whether Office-based, Field-based, or Home-Based

Profile Status

Whether or not the person is displayed for selection

Contact Type

Only required for people who are

Client Sensitivity

The level of attention required by the person

VIP

Whether or not the person is a Very Important

person within the organization

Support staff

Whether or not the person is a member of support staff

Company

The related Company

Site address or Home Address

The physical address of the person, depending on the

client Type. If the Client Type is Office-based or Field
based, the site must be selected. If the Client Type is
Home-based, the home address must be the entered( on
the more details tab)

Configuring Login/Access Details For

Both Types

Configuring Login/Access Details For

Both Types
FIELD/AREA

DESCRIPTION/NOTES

Login ID and password

The persons Login ID and password to access

BMC Remedy ITSM

Licensing Preferences

Which AR system license type(s) to assign

( Read, Fixed, or Floating, depending on the
system configuration and users tasks)

Application Permissions

The permissions groups to which this person

belongs(described in more detail in this lesson)

Access Restrictions

The Companies for which this person has access

to the Companys ITSM application data, or
global access, if Unrestricted Access is
checked(describe in more detail in this lesson)

Describing Access Restriction

You may restrict a user to access a subset of Companies by

selecting them in the Access Restrictions form.

Operating
Customer
Manufacturer

Only the Operating and Customer Companies selected will

display for the Company value on ITSM applications

For Manufacturers the users may only view the company

profiles of the those selected.

Configuring Access Restriction

Support Group Structure

COMPANY

SUPPORT
ORGANIZATION

SUPPORT GROUP

ABC COMPANY

IT INTERNAL SUPPORT

BACKOFFICE APPLICATIONS

Support Group
The Support Groups structure is defined as Company >

Support Organization > Support Group, which represents

how a company is structured from a support perspective
Support Groups may be
External(vendor)or internal
On call
Support Groups may be used for:

Routing assignments of work

Routing approvals
Notifications
Controlling access

Accessing Support Group Configuration

Configuration Required Information

Viewing Company Support Groups

Identifying The Support Group Data

FIELD

DESCRIPTION

Support company

The associated Company

Support Organization

The associated Support Organization

Support Group Name

Name for the support Group, must be unique to the

associated Support Organization

Support Group Role

The level in the logical support group hierarchy, also

used for reporting purposes

Vendor Group

Whether or not this is an external Support Group

On-Call Group

Whether or not this Support Group has on-call

schedule

Status

Whether or not this Support Group is displayed for

selection

Operational Catalog Structure

COMPANY

TIER 1

APPLICATION
MODULE
TIER 2

OPTIONAL

TIER 3

OPTIONAL

Describing Operational Catalog

The Operational Catalog contains a list of all the operational

services that a typical support or Change Management support

department might provide.

Ex: change password, add user, install software application

It may also contains items that represent the symptoms of an

issue.

Ex: database failure

An operational categorization must be related to at least one

company and application module

Operational Catalog
From this form you can create, modify and delete

Company and Application Module associations.

An Operational Categorization must be associated to a

Company in order to be accessible in other forms.

KEY FIELDS

Categorization tier1
Categorization tier2
Categorization tier3

Accessing Operational Catalog Configuration

Searching For Operational Categories

Adding Operational Category

Describing the Operational catalog and ITSM Applications

Operational categorizations can be used to classify

incident requests, problem investigations, Known

errors, and change requests.
You can search by operational categorization.
You can run reports using operational categorizations as

part of the report criteria.

Product Catalog Structure

CI TYPE

COMPANY

TIER 1

TIER 2

TIER 3

PRODUCT NAME OPTIONAL

MODEL/VERSION OPTIONAL

APPLICATION
MODULE

Describing Product Catalog

Used

to create and maintain a database of possible

products used by a Company, such as:

Software applications
Hardware
Various components of the ITSM applications depend on

it.
While a single Product Catalog is defined for the entire
ITSM suite, each supported Company may only access to
subsets.

Describing Products
Products are described as items that are

services(supported)or used by the organization

Can be logical or physical

Can be represented by records in the CMDB

May be used by more than one Company and

application or module

Accessing Product Catalog Configuration

Viewing Product Catalog List

Creating Product Catalog entry

Adding Manufacturer

Describing Company/Module Relationship

Updating Company/Module Relationship

Describing product catalog and ITSM

Applications
Product categorization can be used to classify.

Incident requests( and their resolution products)

Product investigations
Known errors
Change requests
CIs

Group assignments can include routing based on

product categorizations.

Generic Catalog Structure

CATEGORY TYPE

COMPANY
APPLICATION
MODULE

TIER 1

TIER 2

OPTIONAL

PRODUCT
CATEGORIZATION
OPERATIONAL
SERVICE
CATEGORIZATION

TIER 3

OPTIONAL

Generic Catalog
First tier of generic catalog can be used to define

Cause field on the resolution tab of the incident form,

Root cause field on the classification tab of the problem
investigation
Root cause field on the Resolution tab of the known Error for
These fields represents categories of Root causes

Hardware Failure
Virus
All three tiers of the generic catalog can be used to

define the Resolution categorization on the resolution

tab of the incident form.

Accessing Generic Catalog Configuration

Generic Catalog Form

Generic Catalog Form(Continued)

Updating generic catalog

Identifying Generic Catalog Data

FIELD(S)

DESCRIPTION

Category Type

Predefined category types are tied to certain fields on

ITSM application forms(Reason and Resolution
Category are tied to service Desk forms, for example)

Categorization Tier1

The top level of the categorization hierarchy

Categorization Tier2,3

The second and third levels(Optional)

Status

Whether or not the service is available for selection

Company/Module Relationships form

Which Companies and application modules are related

to this Generic Category

Operational categorization tiers (multiple tiers)

Relate already defined operational categorization to

the Generic Category(optional)

Product categorization tiers (multiple fields)

Relate already defined product categorization to the

Generic Category (optional)

Viewing Resolution Categorization in Generic Catalog

Adding Resolution Category

Assignment Configuration
Assignment is based on organization, location,

service, and product categorization.

Using the Group Assignment form, you can
automatically assign an issue or request to a group
KEY FIELDS:
Event
Status
Support organization
Support company
Assigned group
Support Group ID

Accessing Group Assignment Configuration Form

Assignment Form

Foundation Permission
Permission groups are used to grant users access to

different applications and modules within the IT Service

Management suite.
The following tables list permissions that are used

within ITSM applications and modules.

They describe the role of the permission and the

function access that is granted the permission.

Permissions
Permission

Description

Function access

ASE Administrator

Grants access to Assignment Engine

administration and IT skills.

Provides access to:

Assignment Engine configuration
IT Skills attribute type for people

Config
Categorization
Admin

Grants access to submit, modify,

and
delete Product Catalog, Operational
Catalog, and Generic Catalog
entries
and their associations, and to create
vendor companies.
This permission supersedes the
Config
Categorization User permission
group

Provides access to:

Catalog mappings
Generic catalog structures
Product catalog
Operational catalog

Permissions(Continued..)
Config
Categorization
User

Grants access to submit, modify,

and
delete Product Catalog, Operational
Catalog, and Generic Catalog
entries
and their associations to companies.
Note: Only associations to existing
categories can be added or deleted.
This permission is superseded by
the
Config Categorization Admin
permission group.

Provides access to:

Generic catalog structures
Product catalog
Operational catalog

Config Group
Mapping
Admin

Grants access to submit, modify,

and
delete Assignment and Group Event
Mappings entries, such as scripts
creation, modification, and deletion.

Provides access to:

Group assignment
Script association mappings

Permissions(Continued..)
Contact
Location
Admin

Grants access to submit, modify,

and
delete configuration geography
information and sites

Provides access to:

Company information
Site information
Geographic location information

Contact
Organization
Admin

Grants access to submit, modify,

and
delete people information, support
groups, and access approval
mappings.
This permission supersedes the
Contact
People Admin, Contact People User,
and Contact Support Admin
permission
groups

Provides access to:

Company information
People information
Support group information
Approver mappings

Permissions(Continued..)
Contact People
Admin

Grants full access to submit,

modify, and
delete non-support staff people
information and to modify all
people
information entries.
This permission is superseded by
the
Contact Organization Admin and
Contact Support Admin permission
groups and supersedes the Contact
People User permission group

Provides:
Full access to non-support staff
people information
Modify access to all people
information

Contact People
HR Admin

Grants access to human resources

and
travel profile information accessed
from
the Attributes tab of the People
form

Provides access to:

HR attendance management
HR time management
Benefit information
Travel profile

Permissions(Continued..)
Contact People
User

Grants access to submit and modify

non-support staff people
information,
but not to modify the Profile Status.
This permission is superseded by
the
Contact Organization Admin,
Contact
Support Admin, and Contact People
Admin permission groups.

Provides access to non-support staff

people
information

Contact
Support Admin

Grants access to submit, modify,

and
delete people information, to modify
the
Profile Status, and to approval
mappings.
This permission is superseded by
the
Contact Organization Admin
permission group and supersedes
the
Contact People Admin and Contact
People User permission groups

Provides access to non-support staff

people
information

Permissions(Continued..)
Licensing

Grants access to assign, modify, and

delete AR System User Licensing.

Notification
Admin

Grants access to modify the

notification
configuration forms.

Provides access to Notification

Engine
functions.

Security

Grants access to reset an existing

ITSM
users password.

Provides access to the reset

password
function.

Summary
A brief discussion about ITSM FOUNDATION
About Application Administration console
Foundation components
Foundation permissions

Conclusion
After participating in the Foundation Data Workshop,

the customer resources will be able to:

Identify the ITSM 7.0 Foundation Data structure

Describe the impact of the foundation Data structures on ITSM

7.0 data driven functionality

Participate in Gap analysis workshops for their functional or

process area