BMC Remedy IT Service Management

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BMC Remedy IT Service

BMC Remedy IT Service Management Concepts Guide Supporting Version 7.6.04 of BMC Remedy Asset Management Version 7.6.04 of BMC Remedy Change Management Version 7.6.04 of BMC Remedy Service Desk January 2011 www.bmc.com

  • Page 2: Contacting BMC Software
  • Page 4: License key and password informatio
  • Page 6: Approval processes provided out-of-
  • Page 8: The role of Company ...............
  • Page 10: Related publications
  • Page 12: Related publications
  • Page 14: Conventions
  • Page 16: User scenarios
  • Page 18: User scenarios
  • Page 20: User scenarios
  • Page 22: User scenarios
  • Page 24: User scenarios
  • Page 26: User scenarios
  • Page 28: User scenarios
  • Page 30: User scenarios
  • Page 32: User scenarios
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  • Page 46: User scenarios
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  • Page 50: User scenarios
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    User scenarios

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    User scenarios

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    BMC Remedy ITSM user interfaces

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    BMC Remedy ITSM user interfaces

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    BMC Remedy ITSM user interfaces

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    BMC Remedy ITSM user interfaces

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    BMC Remedy ITSM user interfaces

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    BMC Remedy Asset Management

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    BMC Remedy Asset Management

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    BMC Remedy Asset Management

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    BMC Remedy Asset Management

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    BMC Remedy Asset Management

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    BMC Remedy Asset Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Change Management

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    BMC Remedy Service Desk

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    BMC Remedy Service Desk

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    BMC Remedy Service Desk

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    Shared BMC Remedy ITSM application

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    Shared BMC Remedy ITSM application

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    Shared BMC Remedy ITSM application

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    The relationships among the databas

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    Deployable application structure mo

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    Integration model

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    Architecture of the Requester conso

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    Architecture of the Requester conso

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    BMC Remedy ITSM interfaces

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    BMC Remedy ITSM interfaces

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    Internationalization and localizati

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    Licensing model

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    Permission model

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    Permission model

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    Permission model

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    Permission model

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    Permission model

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    Command Automation Interface

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    Contract Management

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    Cost module

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    Cost module

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    Task Management System

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    Task Management System

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    Task Management System

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    Mapping of BMC Remedy Asset Managem

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    The role of Company

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    The location structure

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    BMC Atrium Core permissions

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    BMC Remedy Approval Server

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    Development concepts relevant to cu

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    Development concepts relevant to cu

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    BMC Service Level Management

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    BMC Service Management Process Mode

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    BMC BladeLogic Client Automation

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    The main interface for configuring

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    C A B C D E F G H I J K L M N O P Q

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    CI A B C D E F G H I J K L M N O P

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    D A B C D E F G H I J K L M N O P Q

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    form A collection of fields in whic

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    ISO currency code

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    O OLA

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    A B C D E F G H I J K L M N O P Q R

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    A B C D E F G H I J K L M N O P Q R

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    A B C D E F G H I J K L M N O P Q R

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    A B C D E F G H I J K L M N O P Q R

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    A service target that measures the

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    A B C D E F G H I J K L M N O P Q R

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    framework, service request 117

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    software license contracts

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    A B C D E F G H I J K L M N O P Q R

  • Page 3: Support website
  • Page 5: Contents
  • Page 7: Configuring BMC Remedy ITSM applica
  • Page 9: About this book
  • Page 11: Title Document provides Audience
  • Page 13: Title Document provides Audience
  • Page 15: Introducing BMC Remedy ITSM
  • Page 17: Although Calbro Services is a ficti
  • Page 19: Role Actions Explanation
  • Page 21: Role Actions Explanation
  • Page 23: Role Actions Explanation
  • Page 25: Note BMC Remedy Asset Management an
  • Page 27: Role Actions Explanation
  • Page 29: Role Actions Explanation
  • Page 31: Role Actions Explanation
  • Page 33: Table 11: Releasing a new software
  • Page 35: Role Actions Explanation
  • Page 37: Role Actions Explanation
  • Page 39: Incident request resolution—emerg
  • Page 41: Role Actions Explanation
  • Page 43: Role Actions Explanation
  • Page 45: Role Actions Explanation
  • Page 47: Role Actions Explanation
  • Page 49: Table 17: Rolling back a change
  • Page 51: Role Actions Explanation
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    Role Actions Explanation

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    Understanding the core

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    Functional area Purpose

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    The Change Management console has t

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    you open a related change request.

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    2 Locate the record you want in the

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    of ignored words, thesaurus, and st

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    contracts, financial costs, softwar

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    About the software lifecycle

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    Procedure Description

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    Software license management and mul

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    Software usage

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    Schedules

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    ■ Best practice change templates

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    Table 24: Preconfigured approval pr

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    Approvals can be generated automati

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    Approval Process (phase) Definition

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    time segments around business event

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    ■ Better tracking and managing ch

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    Down milestone. It provides a visua

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    Figure 7 on page 93 illustrates the

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    3 Build milestone—Allen establish

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    BMC Remedy Service Desk

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    Registering incident requests

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    You then assign the new problem inv

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    you can assign the problem investig

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    Organization

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    Shared BMC Remedy ITSM application

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    BMC Remedy ITSM architecture

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    The relationships among the databas

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    ■ Licensing enforcement

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    Note With version 7.5, the followin

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    end entry point for users to submit

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    ■ Includes an interface back from

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    BMC Remedy Change Management interf

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    Preparing to use BMC Remedy IT

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    The Standard Configuration tab walk

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    License name Used to modify records

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    Example

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    Table 30: Comparison of access rest

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    Contract User

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    Task Manager

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    BMC Remedy ITSM plug-ins and

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    Definition phase: Application regis

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    BMC Remedy Asset Management also us

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    Table 32: Methods of depreciation

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    eport and add a subtitle. For examp

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    Task Management System and BMC Reme

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    ■ If a change request is cancelle

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    BMC Atrium CMDB

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    BMC Remedy Incident Management and

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    Table 34: Company types

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    BMC Atrium Product Catalog and Defi

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    BMC Remedy Action Request

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    Workflow

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    Table fields

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    Applications integrated with BMC

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    In addition to the user interface i

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    and BMC Atrium CMDB, as well as ad-

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    Glossary

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    A schedule used to perform periodic

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    A B C D E F G H I J K L M N O P Q R

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    A feature of BMC Remedy Asset Manag

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    depreciation

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    I A B C D E F G H I J K L M N O P Q

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    life cycle asset management

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    outage

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    R reconciliation

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    Note Access to BMC Remedy ITSM appl

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    A B C D E F G H I J K L M N O P Q R

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    T A method of calculating depreciat

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    Index A

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    A B C D E F G H I J K L M N O P Q R

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    permissions

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    W A B C D E F G H I J K L M N O P Q

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    49532 *174311*

Remedy ITSM Work Order Management User Guide - Missouri S&T ...

Remedy ITSM Work Order Management User Guide - Missouri S&T ...

Remedy Project - Initial Care Summary

Remedy Project - Initial Care Summary

MAE Customer Guide to Remedy - Missouri S&T Information ...

MAE Customer Guide to Remedy - Missouri S&T Information ...

IT Customer Guide to Remedy - Missouri S&T Information Technology

IT Customer Guide to Remedy - Missouri S&T Information Technology

Remedy - Incident Mgmt Guide - Missouri S&T Information Technology

Remedy - Incident Mgmt Guide - Missouri S&T Information Technology

Remedy - FAQ for Support Staff

Remedy - FAQ for Support Staff

BMC Remedy Service Desk: Incident Management User Guide

BMC Remedy Service Desk: Incident Management User Guide

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