BMC Service Request Management · BMC Service Request Management Documentation Description SR A...

BMC Service Request Management

Introduction to SRD – Service Request Definition (7.6.04 SP2)

Presenter – Vignesh Nadar

Date: 17th Sept 2013

INTERNAL USE ONLY © Copyright 9/17/2013 BMC Software, Inc 2

Agenda

Introduction to SRM # What is:-

SR SRM SRD AOT PDT Work Order Request Entry Console

# How to:- Create Application Template(optional) Create AOT Create PDT Create Navigational Categories Create\Modify SRD Steps to create SRD


Overview - BMC Service Request Management Documentation

Description

SR A request for service to the IT organization. Service requests can be

requests for change or requests to resolve incidents that impact

users.

SRM As a concept, the process of managing IT services to meet the customer’s

requirements. As a function, the application makes sure that IT services

are aligned to the needs of customers and users. As a process, the

application aims to make sure the timely acceptance, documentation,

handling, and close-out of service requests.

SRD Service offering available to users through the service catalog.

AOT Interface to a fulfillment application that is needed to fulfill a service

request

PDT Intermediate object that relates AOTs to SRDs.

Work Order System that provides basic functionality for assignment, status,

work information, and task management in the application.


Request Entry Console

The Request Entry console provides an easy-to-use user interface in which you can: - Search the service catalog - Create, view, update, or cancel your service requests - View the status of your service requests - Enter requests on behalf of other users

In addition, the Request Entry console shows the most popular service requests to reduce the time that you spend browsing the service catalog.

The Request Entry console uses a cart, similar to many e-commerce websites, so that you can add multiple service requests to the cart and submit them in a single operation.

If your company uses the BMC Cloud Lifecycle Management solution, a My Cloud Services Console link on the left navigation pane allows you to launch the cloud life cycle management console.


Request Entry Console


Create AOT

An AOT is the interface to the back-end application that creates the backend fulfillment application record. In the AOT, define the company, application, and application template (if any).

To define an AOT, use the Application Object Template form. To access this form, from the Application Administration Console, click the Custom Configuration tab. From the Application Settings list, choose Service Request Management > Application Configuration > DefineApplication Object Template, and click Open.


Create AOT

AOT


Create AOT

Adding Target Data -

Select the target Data and click close


Create AOT

After the Target Data is added click save and your AOT is created


Create PDT

After creating the AOTs, you must create a process definition template (PDT), which is the intermediate object that relates AOTs to SRDs. In other words, a PDT can define the process used to fulfill a specific service request. For Example: Creating an incident request and a series of change requests for a hard drive upgrade. PDTs are not directly used by themselves; they are intended for use only with SRDs.

PDTs can: - Reference one or more AOTs and other PDTs. - Be launched in a series or in parallel. - Include conditions to determine whether an AOT or PDT is launched.

To define a standard PDT, use the Process Definition Template form. To access this form, from the IT Home page, click the Service Catalog Manager Console link. Click Console Focus in the left navigation pane, and click Process.

A PDT can be nested inside other PDTs, but you can nest PDTs only up to six levels. A PDT cannot be nested inside itself.


Create PDT

From Service Catalog Manager Console,

Under Console Focus select Process > Create


Create PDT

Add a AOT>Click on the Yellow Mark> Define Properties>Apply


Create PDT

Define and Add the Variables according to the target data selected in the AOT


Create PDT

Map the Target data with the variables, select the target data>In Input select the

variable value>Apply and then save the PDT


Create Application Template(optional)

You can use application templates for routine incidents, standard changes, or work orders that users frequently request.

Do not confuse application templates with application object templates (AOTs)—

AOTs are container objects that contain an application template.

Application templates are templates that are part of other applications, for

Example: Work order templates are used with the Work Order Management

application, which is included with BMC Service Request Management.

Change templates are used with the BMC Remedy Change Management application.

Incident templates are used with the BMC Remedy Incident Management application.


Create Navigational Categories

You must set up navigational categories so that you can choose one when an SRD is created. These navigational categories appear in the Request Entry console when the user clicks Browse Catalog. When creating navigational categories, as a best practice, divide the service into two parts and make two lists: Items you support—for example, Hardware, Software, Networks, and so on. Services you provide—for example, Repaired, Replaced, Trained, and so on.

After you define the navigational categories, their values appear in the following areas: - Service Request Definition form - Defined Locales form (click the Other Locales button on the Service Request - Definition form) - SRD Qualification for Entitlement form - Approval Mappings

You can define categories for one company, which makes the appropriate categories visible only for that company. Using the Category Management form, you can create three levels of categorizations for a specific company (for example, Installation > Desktop > Windows, or Change > Application > Password).

Navigational categories do not appear in the Request Entry console until they are associated with an SRD



When defining navigational categories, the best practice is to follow this sequence of steps: - Step 1 “Defining global navigational categories” on page 68 - Step 2 “Defining company navigational categories” on page 70 - Step 3 “Sorting navigational categories” on page 71

Follow this sequence because you move company navigational categories up and down the navigation tree relative to the global categories. After you specify the sequence of the global categories, they are fixed and do not change when you start working on your company categories. After you establish the global categories, you move the company categories around them, above or below a global category.

To define Navigational Categories, use the Category Management Form. To access this form, from the IT Home page> Application Administrator Console>Custom Configuration> Service Request management>Navigational Categories> Category Management



Select the company>Add>Define Category Details>Apply>Close


Create\Modify SRD

Before you can create service request definitions (SRDs), you must create an application object template (AOT) for each step in a process and a process definition template (PDT) for each process in a service request. SRDs are created by the Service Catalog Manager to define service offerings, which are communicated to users through the service catalog and shown on the Service Request console.

You must have the Service Catalog Manager permission to create SRDs.

Use one of the following methods to create the SRD: - Use the Service Request Definition form (the “traditional” method). - Use the Service Request Designer.

Note: The Service Request Designer is a simple wizard that creates basic SRDs, with minimal or no training required. Users can make new services available in minutes., but you can still use the “traditional” method to create SRDs

Select one of the service request definition (SRD) types: - Standard SRD - Quick Launch SRD

Note: You cannot combine PDT and SRD types. For example, you must use a standard PDT with a standard SRD..


Steps to create SRD

Steps to create SRD –

1 Use one of the following methods to create the SRD: - Use the Service Request Definition form (the “traditional” method). - Use the Service Request Designer.

2 Select one of the service request definition (SRD) types: - Standard SRD - Quick Launch SRD

3 Add the PDT to the SRD.

4 Add questions, text, or service request fields to the SRD. - Note: This is not applicable for quick launch SRDs.

5 Set approvals for the service request.

6 Add entitlements to the SRD.

7 Add work information for the SRD.

8 Define SRD approvals. - Note: This is not applicable for quick launch SRDs.

9 Define service targets for the SRD. - Note: Service targets are available only if you have BMC Service Level

Management installed.


Steps to create SRD

10 Add a survey to the SRD.

11 Localize the SRD.

12 Deploy the SRD to your user community. - The SRD automatically appears as a service in the Request Entry

console.


Create SRD Using the Service Request Definition form

To create a SRD, use the Request Definition form . To access this form, from the IT Home page> Service catalog Manager Console> Console Focus> Request Definition>Create

In process template,

select the PDT

created

Then only the Q&M

gets active and then

add the

question required for

the SRD



Question & Mapping –

Once the questions are added>next>for the variables add the question>apply>close



On the Service Request Tab of SRD from>Add Approval



On the Entitlements Tab we can add rules like who should be able to view the SRD



On the Work Info Tab>Add SRD related info/Add attachment/Check History



On the Approval tab>Set the Approval Engine On or Off> Then we can add the approver name as well

After that save the SRD and re login> On the Request Entry Console you will be able to see the SRD with Status as

Deployed


Create SRD Using the Service Request Definition form SRD shows on the Request Console>Request for the Service>will be able to see the

question form> Submit the Request


Important Tips

Non-support staff people - If you select a Read license for any user, you must set the Submitter Mode

option to Locked in the Licenses tab of the AR System Administration: Server Information form.

Navigational categories You must have the SRM Administrator permission to navigational categories. Do not appear in the Request Entry console until they are associated with an

SRD. Some SRD categories are pre-configured by default with their own images. You can relate a different image with these categories. In addition, when you configure your own navigational categories for your organization, you can assign customized images to them, based on your organization.

If guest users must be able to access navigational categories, create the categories for global companies.

You cannot delete a navigational category that is currently used with an SRD. You must first select a different category for the SRD or delete the SRD. Then, you can delete the category.

AOT’s

You must have the Request Catalog Manager permission to create AOTs. PDT

To create and modify PDTs, you must have Request Catalog Manager permissions. A PDT can be nested inside other PDTs, but you can nest PDTs only up to six levels.


Important Tips

SRD’s You must have the Service Catalog Manager permission to create SRDs. You cannot combine PDT and SRD types. For example, you must use a

standard PDT with a standard SRD. Some of the fields in the Service Request Definition form are prefilled—for

example, the Status is set to Draft. The Service Request Definition ID is generated automatically when the SRD is saved.

If guest users must be able to access the SRD, select Global. When you add a question to the Questions Library, conditions added to the

question are not stored with the question in the Questions Library.


End

For Any Questions/Concerns, You can Get in Touch with Us!

OnDemand Communities site:

https://communities.bmc.com/community/bmcdn/bmc_remedy_ondemand

This webinar’s thread:

https://communities.bmc.com/thread/90963

Contacts:

Vignesh Nadar ([email protected])

Gary Reif ([email protected])

Jim Davis ([email protected])

https://communities.bmc.com/community/bmcdn/bmc_remedy_ondemand



mailto:[email protected]



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