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Remedy Tool Introduction

Remedy Tool Introduction. Chris Campbell, ISPS, provided Tech Talk participants with a sneak peek at some of the cool tool features in Phase I - Incident and Problem Management Features discussed were: Link between Incident Management and Knowledge Management modules

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Remedy Tool Introduction

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  1. Remedy Tool Introduction • Chris Campbell, ISPS, provided Tech Talk participants with a sneak peek at some of the cool tool features in Phase I - Incident and Problem Management • Features discussed were: • Link between Incident Management and Knowledge Management modules • Creation of Parent/Child relationships between incidents • Availability of templates and routing rules to facilitate creation of incidents • Ability to associate other incidents and known errors to current incidents to facilitate resolution • Automatic links to established service requirements (i.e., OLAs/SLAs) • Simplified incident categories with automatic population of fields to save time when entering incident information • Ability to divide a problem into individual tasks that can be independently assigned to multiple Tier 2 staff • Automated notifications to incident owners and assignees

  2. Remedy Tool Introduction (cont’d) • The focus for the demo was on the Phase I components. • Incident Management • An introduction to Problem Management • The touch points for Knowledge Management and Service Level Management • So without further ado, let’s begin!

  3. Remedy IT Home Page • Upon opening the tool, you are presented with the Remedy Home page • The tool provides a console for each application (i.e., module) in the tool suite

  4. My Console with Assigned Work • The Overview console displays a listing of all your assigned tasks at a glance • Tasks appear in color and which indicates that they have associated OLA or SLA requirements: • Green indicates compliance with the specific OLA/SLA requirements • Red indicates non-compliance

  5. Incident Template Dialog Box • The goal is to have templates available for frequently reported incidents to facilitate creation of an incident • Have the ability to verfiy that you are using the correct template

  6. Classification Page • At the top of every panel there is an orange bar that tracks lifecycle status so you can identify the current lifecycle stage • The assigned classification (i.e., Service Type) along with product categorization drives the routing of the incident/problem throughout the lifecycle • There are currently three service types: • User Service Restoration – • assigned when a call is received by the Help Desk related to some type of problem such as slow performance, processing errors, etc. • User Service Request – assigned when a call is received by the Help Desk that is not related to a problem but is simply a request for information • Infrastructure Event – assigned to Unicenter events by TIO Operations • When entering customers, have ability to search by empIID or name

  7. Assignment Page • All MAIS staff and customers will be in the system • Can assign an incident to a group, or an individual within a group • Once an assignment has been made, all assignees receive e-mail notification

  8. Select Assignment Group Dialog Box • Currently there are two options: • MAIS Help Desk • TIO Operations

  9. Owner Group Options • Listing of Owner Group options

  10. Service Level Management (SLM) Page • If an incident has associated OLA or SLA requirements, you can view status, milestones, escalation details • The SLM Status is displayed in the upper right corner of every page • Green indicates compliance • Red indicates non-compliance

  11. Incident Matching Dialog Box • Provides integration between incidents, problems, and known errors • Ability to relate an incident to a problem or known error • For recurring problems, there is one primary incident • When others enter related incidents, the user creates the association and the system automatically tracks the incidents

  12. Create Incident Dialog Box • Example of Incident Creation options

  13. Known Error Details • Provides details about Known Errors

  14. Relationships Page • System displays related incidents or problems • Ability to relate an incident to a problem or known error

  15. Relationship Page with Status Options • Example of available status options

  16. Resolution Details Page • Displays detailed information about the resolution of an incident or problem • To enter a resolution for an incident or problem, the system requires a status reason to be entered • The resolution for the parent incident is automatically copied to the child incident record • As soon as a known error is resolved, the system will notify the owners of any associated incidents • Ability to search for knowledgebase entries from previous incidents and use the results to resolve the current incident

  17. Naming Contest Specifics • The name should: • Reflect the purpose of the tool • Be short (less than 30 characters) • Be easy to remember • Who's are the Judges? • Bill Wrobleski, Andrea Stevens • Deadline for Submission: • 5:00 p.m., October 24, 2007 • Prize for Winning Submission: • $25 Gift Card

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