1 / 18

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

paloma-tyson
Download Presentation

Remedy Tool Introduction

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  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

More Related