Welcome to Scribd, the world's digital library. Read, publish, and share books and documents. See more
Download
Standard view
Full view
of .
Save to My Library
Look up keyword or section
Like this
4Activity

Table Of Contents

Preface
Best Practice and New icons
About the BMC Remedy IT Service Management Suite
BMC Atrium CMDB 2.0
BMC Remedy Asset Management 7.0
BMC Remedy Change Management 7.0
BMC Remedy Incident Management 7.0
BMC Remedy Problem Management 7.0
BMC Service Level Management 7.0
Audience
BMC Remedy IT Service Management Suite documents
About BMC Remedy Change Management
Dependencies and sequences in changes and tasks
Approvals
Risk and impact analysis
Cost analysis and management
Reporting
BMC Remedy Change Management user roles
Requester
Application administrator
Requester
Change manager
Change assignee
Task implementer
Change implementer
Approvers and the CAB
Manager
Company executives
Application administrator
Process flow and the stages of a change request
State transitions of change requests
Additional status values for change requests
Requirements for status reasons
Sending and receiving notifications
Notifications by groups
Notifications by roles
Steps in the life cycle of a change request
Requester role
Service Request Management users
Understanding the Requester Console
Opening the Requester Console
Functional areas and tasks
Working with service requests
“Creating a service request” on page54
“Modifying a service request” on page59
“Printing a service request” on page60
“Canceling a service request” on page61
Creating a service request
Filtering your service requests
To filter your service requests
Viewing a service request record
To view a service request record
Modifying a service request
Update the work information—See “To update the work information of
a service request” on page59
Searching for service requests by Request ID
Printing a service request
Canceling a service request
To cancel a service request
Reopening a request
Completing surveys
Viewing requests with errors
To view requests with errors
Working with service requests as the Request Master
Opening a Service Request record
To open a service request record
“Reopening a request” on page67
Viewing or adding Work Info
See “Adding or viewing work information from a service request” on page69
Adding or viewing work information from a service request
Viewing the event log and troubleshooting
Service Request form
Working with the Solutions database
Viewing broadcast messages
3Introducing the support roles
Working as support staff
Opening a main ITSM application console
Using BMC Remedy User client to open a main console
Using a browser to open a main console
Opening the Overview Console
Assigned Work table
Viewing requests
Creating requests
Using the navigation pane
To select status values
Help
Refreshing record status
Auto-filling fields
Working with requester records
Creating a requester record
“Searching for a requester” on page92
Searching for a requester
Modifying requester information
To modify requester information
Viewing application preferences and options
Setting Create Request and Search for Request action preferences
To set Create Request and Search for Request action preferences
Setting the view
Broadcasting messages
Creating broadcast messages
Viewing broadcasts
Working with table data
Viewing and updating the table data
Using the Change Management Console (page106)
Using the Change Management Console
Using the Manager Console as a change manager
Using the Support Console as a change assignee
Opening the Change Management console
Viewing tasks assigned to you
To view tasks assigned to you
Company and Console View
Viewing changes assigned to selected groups
General Functions
Advanced Functions
Other Applications
Searching for change requests
Searching your requests
Using the Advanced Search function
To use the advanced search function
Searching all change requests
To search all change requests
Searching for change requests assigned to groups
Printing change requests
Search Criteria
Broadcast messages
Assigned Tasks table
Assigned Change table
Work Info
Quick Actions
Using Reminders
Creating Reminders
Viewing, modifying, and deleting reminders
Working with reports
Generating a report
Using qualifications to generate a report
Using advanced qualifications to generate a report
Generating a report using saved qualifications
Managing inventory locations
Viewing inventory locations
To view inventory locations
Relocating CIs
The Search Inventory Locations dialog box appears
Reserving and using inventory
Using the Process Overview
Using the Configuration Manager
To use the Configuration Manager
Working as a changeassignee
Using the Change form
Using Quick Links
Using the Functions tab
Using Advanced features
Creating other requests
Using other ITSM consoles
Figure5-5:Change Template Selection dialog box
Copying change requests
The Copy Infrastructure Change dialog box appears
Figure5-7:Copy Infrastructure Change dialog box
Viewing risk reports
Viewing, creating, and modifying change requests
Viewing change requests
Creating change requests—Basic steps
Modifying existing change requests
Working with change request assignments
Automatically assigning changes
Assigning change requests
Assigning changes to change implementers
To assign changes to change implementers
Tracking efforts
Receiving notifications of change request assignments
Reassigning change requests
Planning the change request
To modify time segments for business events and categorizations
Viewing CI relationships
To use the CI Relationship Viewer
Searching for available times for change requests
Assessing risk and impact
Planning dependencies for change requests
Understanding the approval process
Handling approvals for emergency change requests
Resubmitting a rejected change request
To resubmit a rejected change request
Implementing the change request
Working with tasks
Relation of task states to change states
Viewing task groups and tasks
Relating ad hoc tasks to change requests
Relating predefined task group or task templates to a change request
Assigning a sequence number to task groups and tasks
Modifying tasks
Assigning tasks
Planning the time for tasks
Tracking the time spent working on tasks
Adding work information to a task
To add work information to a task
Canceling tasks
Working with relationships and dependent change requests
Defining relationships
Using Quick Actions on existing relationships
Copying relationships
Modifying relationships
Viewing relationships
Removing relationships
Creating related change requests
Relating existing change requests
Specifying sequences with dependent change requests
Working with related configuration items
Relating configuration items to change requests
To copy relationships to another CI already related to the change
The Relationships for Configuration Item dialog box appears
Figure5-71:Relationships for Configuration Item dialog box
Relating CIs to alternate data sets
Creating CI unavailability
Figure5-75:CI Unavailability Search dialog box
Figure5-77:Existing Configuration Item Unavailability dialog box
Creating new CI unavailability for an existing record— alternative method
To create CI unavailability from CIs already associated with a change
The Configuration Item Unavailability dialog box appears
Figure5-78:Configuration Item Unavailability dialog box
Working with related LDAP objects
To work with related LDAP objects
Working with related software library items
To work with related software library items
About the Definitive Software Library (DSL)
Software license management
Working with incidents related to change requests
Monitoring the progress of a change request
To view the progress of a change request
Monitoring associated tasks
Viewing SLM service targets
Working with costs
Using auto-cost estimates
Allocating costs to configuration items
To allocate costs to configuration items
Tracking the time spent working on change requests
Completing change requests
Identifying change requests as rollbacks
Working as a changemanager
Using the Overview Console
Flashboards
Working with reassignment requests
Managing configuration items
Managing SLM service targets
Working with change request approvals
Viewing change requests awaiting approval
To view change requests awaiting approval
Calculating the costs of a change request
Using the Change Management Dashboard
Viewing the CCM Change Calendar
Filtering criteria in the Change Calendar
Accepting task assignments
Reassigning tasks
Searching for assigned tasks
Working with a task in progress
Closing tasks
Adding financial information to a task
To add financial information to a task
Using CCM tasks
Working with Change Management as an approver
Approval criteria
Approval phases
Approving or rejecting change requests
Adding approvers
Viewing non-approver notifications
About Change and Configuration Management (CCM)
Processing Configuration Management tasks
Policy-based
Policy-based tasks
Deployment-based tasks
Verification-based tasks
CCM solution overview
Glossary
See application administrator
application administrator
Application Administration console
assignee
availability service target
business service management (BSM)
See Change and Configuration Management
change advisory board (CAB)
Change and Configuration Management
change request
collection node
compliance at risk target
compliance-only service target
compliance service target
configuration item (CI)
currency code
data consumer
data provider
declining balance depreciation
definitive software library (DSL)
depreciation
double-declining balance depreciation
See definitive software library (DSL)
flashboard
goal
incident
key performance indicator (KPI)
known error
See key performance indicator (KPI)
multi-tenancy
notification
See operational level agreement (OLA)
operational level agreement (OLA)
performance-monitoring service target
permission group
problem
problem investigation
product dictionary entry (PDE)
request-based service target
Requester console
return on investment (ROI)
service level agreement (SLA)
service level management (SLM)
service target
single-tenancy
software library item (SLI)
solution database
split cost center
task management system (TMS)
See total cost of ownership (TCO)
See task management system (TMS)
total cost of ownership (TCO)
See underpinning contract (UC)
underpinning contract (UC)
useful life
work-around
Index
0 of .
Results for:
No results containing your search query
P. 1
BMC Remedy Change Management 7.0 Users Guide

BMC Remedy Change Management 7.0 Users Guide

Ratings: (0)|Views: 20,826|Likes:
Published by nalcan

More info:

Published by: nalcan on Dec 13, 2010
Copyright:Attribution Non-commercial

Availability:

Read on Scribd mobile: iPhone, iPad and Android.
download as PDF, TXT or read online from Scribd
See more
See less

07/30/2013

pdf

text

original

You're Reading a Free Preview
Pages 9 to 148 are not shown in this preview.
You're Reading a Free Preview
Pages 157 to 182 are not shown in this preview.
You're Reading a Free Preview
Pages 191 to 301 are not shown in this preview.
You're Reading a Free Preview
Pages 310 to 322 are not shown in this preview.
You're Reading a Free Preview
Pages 331 to 410 are not shown in this preview.

You're Reading a Free Preview

Download
/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->