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2008 IBM Corporation

Slide 1
AZOA Overview of the Remedy Tool
Module 1 Introduction
Module 2 Remedy tool overview
Module 3 Navigating the Remedy tool
Module 4 Working in Remedy
Module 5 Conclusion
Agenda
2008 IBM Corporation
Slide 2
AZOA Overview of the Remedy Tool
Introduction
This course provides an overview of
the Remedy

tool and its many


features.

Utilizing the practical functions of the
tool will help you perform day-to-day
tasks efficiently.
2008 IBM Corporation
Slide 3
AZOA Overview of the Remedy Tool
Course objectives
After completing this course, you should be
able to do the following:

Navigate the Remedy tool to access
information you need to perform your job
functions
Access tool and personal preferences
Identify the primary functions available
within Remedy
Use different methods to create and search
for records
Create Reminders

2008 IBM Corporation
Slide 4
AZOA Overview of the Remedy Tool
Module 1 Introduction
Module 2 Remedy tool overview
Module 3 Navigating the Remedy tool
Module 4 Working in Remedy
Module 5 Conclusion
Agenda
2008 IBM Corporation
Slide 5
AZOA Overview of the Remedy Tool
Module objectives
After completing this module, you should be
able to do the following:
Explain some day-to-day changes
Describe components of Remedy, including
- System Console
- Request forms
- Process Flow Status bar


2008 IBM Corporation
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AZOA Overview of the Remedy Tool
What kind of day-to-day changes will I see?
Terminology
Help Desk is now called Service
Desk.
User Requests are now called
Service Requests.
Every event that causes an
interruption in services is an
Incident. Not all Incidents are tied
to an interruption.
User requests and problems (in
our old terminology) are now
called Incidents.
A Problem is one or more
Incidents with an unknown
common cause.
All elements of the IT
infrastructure are defined as
Configuration Items in a
Configuration Management
Database.
Executive Support is now VIP.
Tool
Remedy Tool replaces previous tools
(HelpNow, ManageNow Problem and
Change, HP OpenView, and so on).
GSMRT allows reporting and monitoring of
service level attainment and trends as well
as ad hoc reporting.
White Board is now called Broadcast in
Remedy.
Work Info in Remedy is like Add Note in
ManageNow and Information Updates in
HPOV, and Work Info in Remedy is like
Attach a Ticket in TSE/Tivoli Service
Desk.
Impact: 1-Extensive/Widespread, 2-
Significant/Large, 3-Moderate/Limited, 4-
Minor/Localized
Urgency: 1-Critical, 2-High, 3-Medium, 4-
Low
Priority: 1-Critical, 2-High, 3-Medium, 4-Low
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
A common interface
The Remedy tool provides a single, common interface for locating, creating, and
changing records related to problems, incidents, changes, releases, knowledge, and
assets.
2008 IBM Corporation
Slide 8
AZOA Overview of the Remedy Tool
Navigation options
The applications within the Remedy tool have easy navigation and access options.
This ease is achieved through the use of the IT Home page and a navigation pane on
the left side of the Support Consoles and the main application forms.
IT Home Page Navigation Pane
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Support Consoles


Incident Management
application
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
The Overview Console
An additional feature, known as the Overview Console, is available. The
Overview Console allows users to see all requests assigned to them,
regardless of the type of request (Incident, Problem, Change, or Task).

2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Remedy forms
Incident Request form
Problem Request form
IMAC Change Request form
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Incident Request form
Header
section
Relevant Tabs
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Problem Request form
Tabs
Header
section
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
IMAC Change Request form
Tabs
Header
section
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Incident Management Process Flow Status bar
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Problem Management Process Flow Status bar
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
IMAC Change Management Process
Flow Status bar
2008 IBM Corporation
Slide 18
AZOA Overview of the Remedy Tool
Module 1 Introduction
Module 2 Remedy Tool Overview
Module 3 Navigating the Remedy Tool
Module 4 Working in Remedy
Module 5 Conclusion
Agenda
2008 IBM Corporation
Slide 19
AZOA Overview of the Remedy Tool
Module objectives
After completing this module, you should be
able to do the following:

Navigate the Remedy tool
to access information you need to
perform your job functions
Access the tool and personal preferences
Identify the primary functions available within
Remedy
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Accessing Remedy
To access Remedy applications, you
log in to the Remedy tool. A user can
access Remedy via the following two
methods:

From a workstation
Through a Web browser

The method you will use to access
Remedy will depend on the group (or
groups) that you belong to, and the role
that you play within those groups.

Only the Service Desk uses the
workstation. All other users will access
Remedy through the Web browser.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Logging in Using the Web
Resolvers access Remedy via the Web by using a Web address.
1. Open your
Internet
browser.
2. In the browsers
Address bar, type the
Remedy Web address
provided by the AZOA
Remedy team.
3. Type your User Name
and Password; then click
Log In.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Logging in Using the workstation client
2. Type your User Name.
1. Click Start Programs BMC Remedy.
3. Type your Password.
4. Click the OK button.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Remedy Consoles
Click the appropriate
Console link to
access the tool.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Using the navigation pane
Click the blue twisties
to expand or collapse
any of the views or
functions.
When you select a
view or function, either
the main window
changes or a new
window opens.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Setting Personal Preferences Workstation Client
Users accessing Remedy via the
Workstation Client may be allowed to
customize the following options:

Automatically maximize the
Remedy windows when they open

Control the number of records that
display in the Recently Used Lists

Display a confirmation message
after a new record has been saved
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Maximizing Remedy windows
Setting Personal Preferences Workstation Client (continued)
1.Click the Maximize BMC
Remedy User and Maximize
Window check boxes to
automatically maximize
screens when they open.

2. Click the OK button to save
your changes.
With the IT home page displayed,
click Tools Options General.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Setting Personal Preferences Workstation Client (continued)

The Recently Used List enables you to return quickly to a form, request, or
entry point that you have recently accessed. To use the Recently Used Lists
feature:
1. Click File from the menu bar
at the top left of your screen.

2. From the displayed menu,
select the appropriate Recent
option. After you have made your
selection, a list of items for that
option will display.

3. From the displayed list, click
the form or request that you want
to open. It will immediately be
opened on your screen.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Setting Personal Preferences Workstation Client (continued)

1. Click the arrows in the Number
of Items in Recently Used List
field to increase or decrease the
number of records displayed.

2. Click the OK button to save
your changes.
With the IT home page displayed,
click Tools Options General.
Modifying the Recently Used List option
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Setting Personal Preferences Workstation Client (continued)

Confirmation pop-up option
1. Select the After Creating a
New Request check box.


2. Click the OK button to
save your changes.
With the IT home page displayed, click
Tools Options Confirmation.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Additional preferences
There are several settings you can
use within Remedy to set up both the
Client and Web tools to make your
work easier.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Additional preferences (continued)
1. Click Select Status
Values. The Select Status
Values window opens.
2. Select the desired
search criteria.

3. Click the OK button.
Filtering your assigned work
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Additional preferences (continued)
1. Click the Application
Preferences link.
The Application
Preferences window
opens with four tabs for
Incident Management,
Change Management,
Problem Management,
and Asset Management.
Additional application preferences
3. Click the Save button.
2. Click the desired tab
and populate the desired
fields.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Accessing Other Applications
1. Click the Other
Applications link to
expand the list of
applications.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Overview of the Support Consoles
Support Consoles act as the primary information point for users in Remedy.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Navigation
Pane
My Console
Assigned
Work table
Details and
Tasks tabs
Work Info
Quick Actions
Title Bar
Common Console elements
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Modifying Assigned Work table display
1. Left mouse
click and drag
2. ...and drop.
Green column
divider bar
2008 IBM Corporation
Slide 37
AZOA Overview of the Remedy Tool
Module 1 Introduction
Module 2 Remedy Tool Overview
Module 3 Navigating the Remedy Tool
Module 4 Working in Remedy
Module 5 Conclusion
Agenda
2008 IBM Corporation
Slide 38
AZOA Overview of the Remedy Tool
Module objectives
After completing this module, you should be
able to do the following:

Create new records
Search for information
Print a record
Create a Reminder

2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Creating a record: Method 1 Create button
1. Click the Create
button.
The Select Request
Type dialog box
displays.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Creating a record: Method 1 Create button (continued)
2. Click the arrow and
select the desired
Request Type.

3. Click the Select
button.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Creating a record: Method 2 New Incident option
1. Click the New
Incident option
from the General
Functions menu.
A new window opens
with a blank Incident
Record.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Creating a record: Method 2 New Problem option
1. Click the New
Problem option from
the General
Functions menu.
A new window opens
with a blank Problem
Record.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Creating a record: Method 3
New IMAC option
1. Click the New IMAC
option from the
General Functions
menu.
A new window opens
with a blank Change
Record.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Search functionality
Remedy allows you to search for
information in a variety of ways:
Support Console
- Using groups
- Navigation pane links
- Search criteria
- Free-form search criteria
Overview Console


2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Support Console - Using groups
Select My Groups
Show All
Show Unassigned
All My Groups
Show All
Show Unassigned
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Support Console - Navigation pane links
Use the
Search links
in the left
navigation
pane.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Support Console - Navigation pane links (continued)
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AZOA Overview of the Remedy Tool
Support Console Using Search Criteria section
Use the
Search
criteria fields.
Each console
has specific
search criteria
fields.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Support Console Using Search Criteria section
Use the
Search
criteria fields.
Each console
has specific
search criteria
fields.
Use Advanced
Search to create
free-form search
parameters.
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AZOA Overview of the Remedy Tool
Overview Console
1. Click the Search
button.
2. Click the drop-down
menu and select the
desired Request Type.

3. Click the Select button.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Printing a record
2. Click the arrow in the
Quick Actions field
and select Print.

1. Click the record that
you want to print.
3. Click the
Execute
button.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Reminders
Reminders enable users to create notes
for themselves and others. When
creating a Reminder, you can specify its
distribution to individuals or groups.
Reminders will be sent by e-mail.

You can create generic Reminders, or
you can create Reminders that are
associated with a specific request.

Reminders are accessed from the
navigation pane of the Support Console.

When you open the Reminders window
from the Support Console Reminder
quick link, you can view all Reminders
that you have created.
1. Click the
Reminders
option under
General
Functions.
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AZOA Overview of the Remedy Tool
Creating a Reminder
Notify (Required)
Individual or Group
Recipient (Required)
Network Login
System Generated
Time (Required) By
default, the current
date and time
1. Click the Create
Reminder tab.
2. Click Save to save
your reminder.
Subject (Required)
The topic for the
Reminder
2008 IBM Corporation
Slide 54
AZOA Overview of the Remedy Tool
Module 1 Introduction
Module 2 Remedy Tool Overview
Module 3 Navigating the Remedy Tool
Module 4 Working in Remedy
Module 5 Conclusion
Agenda
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Summary
During this course, we described several features and functions of the Remedy
tool that allow you to accomplish daily activities.

The applications within Remedy have easy navigation and access options.
Application-specific consoles optimize the workspace and allow you to
view key request data without opening the request.
A variety of forms available within the Remedy tool enable the capture and
visibility of key data elements.
The Process Flow Status bar is available in the Incident Management and
Problem Management Consoles and is also used by the IMAC Coordinator
to help move Incidents and Problems through the life cycle.
Remedy enables you to perform such activities as creating records,
locating existing records, working with or updating records, assigning work,
and communicating through Reminders.
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Overview of Remedy Additional resources
For more information, view the AZOA Training Web Site.

2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Conclusion
This concludes the AZOA Overview of the Remedy Tool
course.

You should now be able to do the following:
Navigate the Remedy tool to access information you
need to perform your job functions
Access tool and personal preferences
Identify the primary functions available within Remedy
Use different methods to create and search for records
Create Reminders
2008 IBM Corporation
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AZOA Overview of the Remedy Tool
Trademarks
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and other IBM trademarked terms are marked on their first occurrence in this information
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registered trademarks of Allianz Group of North America in the United States, other
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