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Table Of Contents

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
Installing and configuring Incident Management
What’s new in Incident Management 7.0
Incident Management user roles
Requester
Support staff
Incident manager
Process flow and the life cycle of an incident request
Opening the main application console
Using BMC Remedy User client to open a main console
Using a browser to open a main console
To open a main console from a browser
Working with the Overview console
Opening the Overview console
Using the Assigned Work table
Refreshing data
Viewing and creating broadcast messages
Using the navigation pane
Using quick actions
records” on page41
Auto-filling fields
Working with records
Searching for records
Using the Advanced Search feature
Printing records
Modifying records
Working with relationships
Defining relationships
Copying relationships
Indicating impacted areas
Modifying relationships
Performing quick actions on a relationship
Removing relationships
Adding work information
Creating reminders
Broadcasting messages
Creating broadcast messages
Viewing broadcasts
Limiting the number of messages
Sending pages and email messages
Paging a person or on-call group
Sending email
Working with reports
Generating a report
Using qualifications to generate a report
To use qualifications to generate a report
3Click Advanced Qualification
Generating a report using saved qualifications
Requester role
Service Request Management users
Creating a service request
Filtering 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 page85
Searching for service requests by Request ID
Printing a service request
Canceling a service request
To cancel a service request
Reopening a service request
Completing surveys
Viewing service requests with errors
Working with service requests as the Request Master
Opening a service request record
To open a service request record
Adding or viewing work information from a service request
Viewing the event log and troubleshooting
To view the event log
Service Request form
Working with the Solution database
Viewing broadcast messages
Understanding the Support Console tab
Setting application preferences
Recording a new incident
page109
To record an incident with the Process Flow Status wizard
Using a template
Using the decision tree
Using scripts
Relating incidents as duplicates
Recording CI unavailability
To record CI unavailability
Figure4-10:Configuration Item Unavailability form
Adding or modifying a customer profile
Understanding assignments
Receiving notification of assignments
Working with assignments
“Viewing incidents assigned to you” on page121
Recording time worked on an incident
Reassigning an incident
Working with tasks
Investigating and diagnosing an incident
Viewing an incident
Searching for a solution
Moving the incident to the resolution stage
To move the incident to the resolution stage
Recording the cost of working on an incident
To record the cost of working on an incident
Resolving an incident
Creating a problem investigation from an incident
To create a problem investigation from an incident
Creating infrastructure change from an incident
To create infrastructure change from an incident
Reopening a resolved incident
To reopen a resolved incident
Closing an incident
Creating known errors and solutions
Creating a known error from an incident
To create a known error from an incident
Creating a solution database entry from an incident
Understanding the Manager Console tab
Managing assignments
Viewing unassigned incidents
To view unassigned incidents
Assigning an incident
Monitoring an incident's status
Reopening a closed incident
To reopen a closed incident
Understanding SLM calculations
Understanding notifications
Viewing the audit log
6Managing configuration items
Creating a CI
“Creating a computer system CI” on page164
Creating a computer system CI
Creating a bulk inventory CI
Creating an inventory location CI
Managing inventory
Viewing inventory locations
To view inventory locations
Relocating CIs
Reserving and using inventory
Glossary
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
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BMC Remedy Service Desk Incident Management 7[1].0 User's Guide

BMC Remedy Service Desk Incident Management 7[1].0 User's Guide

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Published by: nallaprem on Mar 06, 2011
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