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UNC Chapel Hill ITS Remedy Development &Services

UNC Chapel Hill ITS Remedy Development &Services. Application Architecture & Service Management Model. Current Functionality Possible Future Functionality RFS Request for Service PTS Project Tracking System CRS Customer Relationship System CRC Computer Repair Center.

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UNC Chapel Hill ITS Remedy Development &Services

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  1. UNC Chapel HillITS Remedy Development &Services Application Architecture & Service Management Model

  2. Current Functionality Possible Future Functionality RFS Request for Service PTS Project Tracking System CRS Customer Relationship System CRC Computer Repair Center UNC Chapel Hill Remedy Implementation UNC Knowledgebase CMDB AUTOMATIC DHCP REGISTRATION CRS Service Support Service Delivery Self-Help & Integration w/ RFS CCI DHCP Registration PTS Linkage of request tasks to Individual PTS projects Auto-Register DHCP Server Request For Service PowerPoint: www.unc.edu/remedy/presentations/service_mgmt.ppt About Remedy: www.unc.edu/remedy/about.html Crystal Reports & Flashboards Auto-Block RamShop Change Management Application SLA Management Tipping Point/ASM CRC Loaner Faculty/Staff/Student Hardware Repair Initiate Change Requests From RFS AUTOMATIC DHCP BLOCKING Security Management Helpdesk Incident Management Problem Mgmt Asset /Config Management Change Management Service Level Management

  3. Campus Remedy Applications Enable Cradle to Grave CCI Support Asset Management Auto-DHCP Registration CCI Purchase Ram Shop Life Cycle ITP Dept Purchase Auto-DHCP Disable & Release HelpDesk Support RFS RFS IP Lookup Incident Mgmt- Loaner Mgmt Loaner Current Functionality Possible Future Functionality RFS Request for Service CRC Computer Repair Center RFS Incident Mgmt Loaner Mgmt Configuration Mgmt Security Violation CRC Loaner Hardware Repair

  4. UNC Chapel Hill Remedy Implementation: RFS-Request for Service Function • Document, track, communicate and resolve incident and service requests from faculty, staff, and students at UNC Chapel Hill Stakeholders • Faculty, Staff, Students • ITS, UNC-CH Human Resources, School of Medicine, School of Public Health, School of Arts & Sciences, Kenan Flagler Business School, School of Education, School of Law, Institutional Research, Student Affairs, Computer Sciences, Facilities Services Statistics • 170,000 requests created in 2004 • 950 licensed users • Access from 962-HELP, Remedy Client, Online Help Request, Email, Chat Integrations • DHCP Automated Registration through CTOPS • DHCP Automated Registration through RAM SHOP application • Tipping Point/ASM computer isolation for ITS Security • Automated DHCP disabled and release integration • GoToAssist Chat Integration with ITS Response Center • LDAP integration to replace current Sybase database • Future integration with Self-Help from UNC Knowledgebase • Computer Repair Center application integration to manage RFS tickets • Project Tracking System linkage of RFS tickets to a project

  5. UNC Chapel Hill Remedy Implementation: PTS-Project Tracking System Function • Document, track, communicate and resolve projects and campus-wide issues from faculty, staff, and students at UNC Chapel Hill Stakeholders • Faculty, Staff, Students • ITS, UNC Human Resources, School of Arts & Sciences, Kenan Flagler Business School, School of Education, Statistics • Over 2,550 projects created Integration • Linkage of PTS projects to associated RFS task requests • Linked to current ITS Change System used to track change requests

  6. UNC Chapel Hill Remedy Implementation: CRC-Computer Repair Center Application Function • Document, track, communicate and resolve hardware repair requests from faculty, staff, and students at UNC Chapel Hill Stakeholders • Faculty, Staff, Students • ITS, UNC-CH Human Resources, School of Medicine, School of Public Health, School of Arts & Sciences, Kenan Flagler Business School, School of Education, School of Law, Institutional Research, Student Affairs, Computer Sciences, Facilities Services Statistics • 9200 requests created in 2004; 75% resulting in component replacement • IBM machines sold to UNC 42,700 • IBM machines sold to UNC Students 20,991 • Over 24,000 total CRC requests created to date Integrations • Manages and communicates status updates to RFS requests • Integrates with the RAM Shop as a cost recovery tool for hardware repairs • Communicates with IBM component ordering system for CCI machines • Communicates with the Loaner application to ensure loaned equipment is returned prior before repaired/replaced machines are given to faculty, staff or students.

  7. UNC Chapel Hill Remedy Implementation: RAM Shop Invoice - Loaner Applications Function • RAM Shop: Tracks all Student, Faculty, Staff purchases collecting PID, Serial Number and Network/Hardware address • Loaner Application: Provides campus groups with the ability to track and maintain an internal asset pool Stakeholders • Faculty, Staff, Students • ITS, School of Medicine, School of Public Health, Kenan Flagler Business School, School of Education, School of Law, Computer Sciences Statistics • Over 6000 assets tracked within Loaner application • All CCI purchases at the Ram Shop are documented through RAM Shop application • Access from 962-HELP, Remedy Client, Online Help Request, Email, Chat Integrations • Automated DHCP registration through RAM SHOP application • Communications with CRC application processes repairs and invoicing through RAM Shop application • Communication with RFS ticket to prevent incident closure of RFS requests until loaned equipment is returned • RAM Shop Invoice application handles all CCI distribution and RAM Shop sales of network devises from their store • ITS Enterprise Applications group accesses RAM Shop data for grant collection • RFS integration for CCI purchase information such as serial number, hardware address and network address • RAM Shop application data used within RFS for configuration updates for CCI equipment

  8. UNC Chapel Hill Remedy Implementation: CRS-Customer Relationship System (HR) Function • To provide a single application that can access multiple data sources required to provide a high level of customer services to UNC Chapel Hill employees. The CRS documents, tracks, communicate and resolve requests from employees at UNC Chapel Hill. Stakeholders • Faculty Staff • UNC-CH Human Resources Statistics • Over 2600 requests created since deployment in Oct, 2004 Integrations • LDAP communicates with CRS to designate HR Facilitators at UNC • HR Payroll and HR Deduction integration views for centralized HR data

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