CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
New tool for Request and Incident
Tracking SystemI.Fedorko on behalf of Remedy Team
FIO/FDSeptember 8, 2009
• Overview of the new tool
• Service oriented design
• Ticket handling (highlights)
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
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
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
New Tool by BMC PRMS is not Remedy !
September 08, 2009 New tool for RITS 3
BMC Service Request Management
BMC Knowledge
Management BMC
Dashboard
BMC
AnalyticsDB
• workflow objects
• API Current Remedy
PRMS
application
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
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
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Service forms with pre-defined questions
September 08, 2009 New tool for RITS 5
The tool supports user enforcing to answer pre-defined questions as defined by service manager
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Service Ticket Tasks
September 08, 2009 New tool for RITS 6
Service request can trigger creation of subtasks represented by new tickets
Better control of task dependency
tickets
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Service Level Management: OLA / Service Target definition
September 08, 2009 New tool for RITS 7
Ticket assigned to support group XYZ
Status>= ‘New’
Reassigned or resolved
OLA
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Business Manager ConsoleService managers profit from well configured services
September 08, 2009 New tool for RITS 8
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Ticket handling: incident console
September 08, 2009 New tool for RITS 9
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
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
Integrated Knowledge Management (KM)
September 08, 2009 New tool for RITS 10
Presented and adopted in July:
http://indico.cern.ch/conferenceDisplay.py?confId=65965
Service Desk:
Incident and Problem
Management Console
BMC Knowledg
e Managem
ent Applicatio
n
Web Browser
KM as standalone
application
Resolve ticket by KM entry
Create KM entry from
SD interface
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
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
CERN - IT DepartmentCH-1211 Genève 23
Switzerlandwww.cern.ch/it
From PRMS to RITS just TOP 10
September 08, 2009 New tool for RITS 12
Selection from
Service Catalog
• OS Installation
• Linux
• License request
• Troubleshooting
• Windows
• ……
NEW
Categorization
• 3-4 tier
Assignee
• 1/2/3 level
Current system: necessary review
of categorization and mailfeeds
PRMS RITS
Categorization Sets Yes YesHigher granularity available if needed
Domain mgmt (Assignee)
Yes Yes
Service catalog -- -- New
PRMS RITS
Categorization Sets
Yes YesHigher granularity
available
Domain mgmt (Assignee)
Yes Yes
Service catalog No New (access by SRM)
SLM No New
Service request form
No Structured inputPredefined questions
Advanced Work Log Plain text NewAttach., history tab., config.
access
Relation between tickets
No New
Knowledge Management
No NewIntegrated with SD, standalone
app
Free Text Search No New
Advanced monitoring
Report NewReports, Dashboard, Flashboard, Analytics
Other… There are more new features
