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Table Of Contents

Chapter 1 About Remedy ITSM – Service Desk
Who is Using Remedy ITSM?
What Does Remedy ITSM Do?
Remedy User Roles
Fixed and Floating License Types
User Tool
Chapter 2 Opening the Application
Login (website)
Login (desktop application)
Trouble Logging In
Chapter 3 Introduction to the IT Home Page
Quick Links
Chapter 4 Overview and Incident Management Consoles
Open the Overview Console
Using the Assigned Work table
Creating Records from the Overview Console
Searching for Records from the Overview Console
Open the Incident Management Console
Chapter 5 Creating a New Incident/Service Request
Incident Lifecycle
Service Level Management (SLM)
Creating a New Incident
Using a Template
Filling Out an Incident without a Template
Adding a Customer Profile
Understanding Incident Ownership
Searching your records
Using the Advance Search feature
Searching all records
Adding Work Info
Searching Work Info
Recording Time (Effort)
Defining Relationships
Relating as Duplicates
Working with Tasks
Setting Reminders
Searching for a Solution
Creating a known error from an incident
Creating a solution from an incident
Creating a Problem Investigation from an Incident
Creating an Infrastructure Change from an Incident [OAAIS]
Closing an incident
Viewing the Audit Log
Creating Tasks
Investigating and Diagnosing an Existing Problem Investigation
Documenting work with a vendor
Recording a work-around and the root cause
Resolving a problem investigation
Closing a problem investigation
Chapter 9 Setting the User Tool Options
Open Options Window
Chapter 10 Setting Personal Preferences
Setting Application Preferences
Set Incident Management Actions
Set Change Management Actions
Set Problem Management Actions
Set Asset Management Actions [future use]
Chapter 11 Personal Profile
Open Your Personal Profile
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Published by Jerry Ross Gregg

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Published by: Jerry Ross Gregg on Mar 03, 2011
Copyright:Attribution Non-commercial


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