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New tool for Request and Incident Tracking System

New tool for Request and Incident Tracking System. I.Fedorko on behalf of Remedy Team FIO/FD September 8, 2009. Overview of the new tool Service oriented design Ticket handling (highlights). Acting Forces. Conclusion of the study by E.Grancher EDMS 910585 (2008):

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New tool for Request and Incident Tracking System

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  1. New tool for Request and Incident Tracking System I.Fedorko on behalf of Remedy Team FIO/FD September 8, 2009 • Overview of the new tool • Service oriented design • Ticket handling (highlights)

  2. Acting Forces • Conclusion of the study by E.Grancher EDMS 910585 (2008): • BMC product is a good candidate • Would need 2 year of 1 FTE for the new workflow development • Critical UDS requirements • User feedback September 08, 2009 New tool for RITS 2

  3. New Tool by BMC PRMS is not Remedy ! BMC Service Request Management BMC Knowledge Management BMC Dashboard PRMS application • workflow objects • API BMC Analytics DB Current Remedy September 08, 2009 New tool for RITS 3

  4. SRM: Service Request ManagementUsers see Service Catalog • Users select from the catalog of services • For selected service • Request • Report incident September 08, 2009 New tool for RITS 4

  5. Service forms with pre-defined questions The tool supports user enforcing to answer pre-defined questions as defined by service manager September 08, 2009 New tool for RITS 5

  6. Service Ticket  Tasks Service request can trigger creation of subtasks represented by new tickets Better control of task dependency tickets September 08, 2009 New tool for RITS 6

  7. Service Level Management: OLA / Service Target definition Ticket assigned to support group XYZ OLA Status>= ‘New’ Reassigned or resolved September 08, 2009 New tool for RITS 7

  8. Business Manager ConsoleService managers profit from well configured services September 08, 2009 New tool for RITS 8

  9. Ticket handling: incident console • Process Flow • offer allowed action for current status • collect missing information for user • Attachment • Internal/public visibility (configurable) • History table • decision tree defined by SM helping support staff to resolve an incident • enforce information collection before resolving/re-assignment September 08, 2009 New tool for RITS 9

  10. Integrated Knowledge Management (KM) Resolve ticket by KM entry Service Desk: Incident and Problem Management Console BMC Knowledge Management Application Create KM entry from SD interface KM as standalone application Web Browser Presented and adopted in July: http://indico.cern.ch/conferenceDisplay.py?confId=65965 September 08, 2009 New tool for RITS 10

  11. System Interface Structured Input • Web form (via SRM) Possible CERN customization • Mail HTML templates (under investigation) • Formatted email (tagged text) • Free email with validation • Web Services September 08, 2009 New tool for RITS 11

  12. From PRMS to RITS just TOP 10 • Selection from • Service Catalog • OS Installation • Linux • License request • Troubleshooting • Windows • …… • Categorization • 3-4 tier • Assignee • 1/2/3 level Current system: necessary review of categorization and mailfeeds NEW September 08, 2009 New tool for RITS 12

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