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Michigan Administrative Information Services
Service ManagementRemedy Tool Sneak Peek
October 10, 2007
Service Management …Great People Great Process Great Service
Remedy Tool Introduction
Chris Campbell, ISPS, provided Tech Talk participants with a sneak peek at some of the cool tool features in Phase I - Incident and Problem Management
Features discussed were:o Link between Incident Management and Knowledge Management moduleso Creation of Parent/Child relationships between incidentso Availability of templates and routing rules to facilitate creation of incidentso Ability to associate other incidents and known errors to current incidents to
facilitate resolutiono Automatic links to established service requirements (i.e., OLAs/SLAs)o Simplified incident categories with automatic population of fields to save time
when entering incident informationo Ability to divide a problem into individual tasks that can be independently
assigned to multiple Tier 2 staffo Automated notifications to incident owners and assignees
Service Management …Great People Great Process Great Service
Remedy Tool Introduction (cont’d)
The focus for the demo was on the Phase I components.
o Incident Management
o An introduction to Problem Management
o The touch points for Knowledge Management and Service Level Management
o So without further ado, let’s begin!
Service Management …Great People Great Process Great Service
Remedy IT Home Page
Upon opening the tool, you are presented with the Remedy Home page
The tool provides a console for each application (i.e., module) in the tool suite
Service Management …Great People Great Process Great Service
My Console with Assigned Work
The Overview console displays a listing of all your assigned tasks at a glance
Tasks appear in color and which indicates that they have associated OLA or SLA requirements:
o Green indicates compliance with the specific OLA/SLA requirements
o Red indicates non-compliance
Service Management …Great People Great Process Great Service
Incident Template Dialog Box
The goal is to have templates available for frequently reported incidents to facilitate creation of an incident
o Have the ability to verfiy that you are using the correct template
Service Management …Great People Great Process Great Service
Classification Page
At the top of every panel there is an orange bar that tracks lifecycle status so you can identify the current lifecycle stage
The assigned classification (i.e., Service Type) along with product categorization drives the routing of the incident/problem throughout the lifecycle
There are currently three service types:o User Service Restoration – assigned when a call is received by the Help Desk related to some type of problem such as slow performance, processing errors, etc.o User Service Request – assigned when a call is received by the Help Desk that is not related to a problem but is simply a request for informationoInfrastructure Event – assigned to
Unicenter events by TIO Operations
When entering customers, have ability to search by empIID or name
Service Management …Great People Great Process Great Service
Assignment Page
All MAIS staff and customers will be in the system
Can assign an incident to a group, or an individual within a group
Once an assignment has been made, all assignees receive e-mail notification
Service Management …Great People Great Process Great Service
Select Assignment Group Dialog Box
Currently there are two options:
o MAIS Help Desk
o TIO Operations
Service Management …Great People Great Process Great Service
Owner Group Options
Listing of Owner Group options
Service Management …Great People Great Process Great Service
Service Level Management (SLM) Page
If an incident has associated OLA or SLA requirements, you can view status, milestones, escalation details
The SLM Status is displayed in the upper right corner of every page
o Green indicates compliance
o Red indicates non-compliance
Service Management …Great People Great Process Great Service
Incident Matching Dialog Box
Provides integration between incidents, problems, and known errors
Ability to relate an incident to a problem or known error
For recurring problems, there is one primary incident
o When others enter related incidents, the user creates the association and the system automatically tracks the incidents
Service Management …Great People Great Process Great Service
Create Incident Dialog Box
Example of Incident Creation options
Service Management …Great People Great Process Great Service
Known Error Details
Provides details about Known Errors
Service Management …Great People Great Process Great Service
Relationships Page
System displays related incidents or problems
Ability to relate an incident to a problem or known error
Service Management …Great People Great Process Great Service
Relationship Page with Status Options
Example of available status options
Service Management …Great People Great Process Great Service
Resolution Details Page
Displays detailed information about the resolution of an incident or problem
To enter a resolution for an incident or problem, the system requires a status reason to be entered
o The resolution for the parent incident is automatically copied to the child incident record
o As soon as a known error is resolved, the system will notify the owners of any associated incidents
Ability to search for knowledgebase entries from previous incidents and use the results to resolve the current incident
Service Management …Great People Great Process Great Service
Naming Contest Specifics
The name should:
o Reflect the purpose of the tool
o Be short (less than 30 characters)
o Be easy to remember
Who's are the Judges?
o Bill Wrobleski, Andrea Stevens
Deadline for Submission:
o 5:00 p.m., October 24, 2007
Prize for Winning Submission:
o $25 Gift Card