Overview Remedy Tool2

AZOA Overview of the Remedy Tool
Agenda
Module 1 Introduction Module 2 Remedy tool overview Module 3 Navigating the Remedy tool Module 4 Working in Remedy Module 5 Conclusion
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2008 IBM Corporation
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.
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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
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Agenda
Module 1 Introduction Module 2 Remedy tool overview Module 3 Navigating the Remedy tool Module 4 Working in Remedy Module 5 Conclusion
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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
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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, 2Significant/Large, 3-Moderate/Limited, 4Minor/Localized Urgency: 1-Critical, 2-High, 3-Medium, 4Low Priority: 1-Critical, 2-High, 3-Medium, 4-Low Slide 6
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.
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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
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Navigation Pane
Support Consoles
Incident Management application
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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).
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Remedy forms
Incident Request form
Problem Request form
IMAC Change Request form
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Incident Request form

Header section
Relevant Tabs
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Problem Request form

Header section
Tabs
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IMAC Change Request form

Header section
Tabs
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Incident Management Process Flow Status bar
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Problem Management Process Flow Status bar
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IMAC Change Management Process Flow Status bar
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Agenda
Module 1 Introduction Module 2 Remedy Tool Overview Module 3 Navigating the Remedy Tool Module 4 Working in Remedy Module 5 Conclusion
Slide 18
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
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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.
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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.
Slide 21
Logging in Using the workstation client
1. Click Start
Programs
BMC Remedy.
2. Type your User Name.
3. Type your Password.
4. Click the OK button.
Slide 22
Remedy Consoles
Click the appropriate Console link to access the tool.
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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.
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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
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Setting Personal Preferences Workstation Client (continued)

Maximizing Remedy windows
With the IT home page displayed, click Tools Options General. 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.
Slide 26

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.
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Modifying the Recently Used List option
With the IT home page displayed, click Tools Options General. 1. Click the arrows in the Number of Items in Recently Used List field to increase or decrease the number of records displayed.
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Confirmation pop-up option
With the IT home page displayed, click Tools Options Confirmation. 1. Select the After Creating a New Request check box.
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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.
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(continued)
Filtering your assigned work

1. Click Select Status Values. The Select Status Values window opens.
2. Select the desired search criteria. 3. Click the OK button.
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(continued)
Additional application preferences

1. Click the Application Preferences link. 2. Click the desired tab and populate the desired fields.
The Application Preferences window opens with four tabs for Incident Management, Change Management, Problem Management, and Asset Management. 3. Click the Save button.
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Accessing Other Applications
1. Click the Other Applications link to expand the list of applications.
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Overview of the Support Consoles

Support Consoles act as the primary information point for users in Remedy.
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Common Console elements

Navigation Pane Title Bar
My Console
Assigned Work table
Details and Tasks tabs Quick Actions

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Work Info
Modifying Assigned Work table display

Green column divider bar
1. Left mouse click and drag
2. ...and drop.
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Agenda
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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
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Creating a record: Method 1 Create button
1. Click the Create button.
The Select Request Type dialog box displays.
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Creating a record: Method 1 Create button (continued)
2. Click the arrow and select the desired Request Type. 3. Click the Select button.
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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.
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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.
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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.
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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
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Support Console - Using groups
Select My Groups Show All Show Unassigned
All My Groups Show All Show Unassigned
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Support Console - Navigation pane links
Use the Search links in the left navigation pane.
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Support Console - Navigation pane links (continued)
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Support Console Using Search Criteria section
Use the Search criteria fields. Each console has specific search criteria fields.
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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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Overview Console
1. Click the Search button.
2. Click the drop-down menu and select the desired Request Type. 3. Click the Select button.
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Printing a record
1. Click the record that you want to print.
2. Click the arrow in the Quick Actions field and select Print.
3. Click the Execute button.
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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. 1. Click the Reminders You can create generic Reminders, or option under you can create Reminders that are General associated with a specific request. Functions. 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.
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Creating a Reminder
Notify (Required) Individual or Group 1. Click the Create Reminder tab.
Recipient (Required)
Subject (Required) The topic for the Reminder
Network Login System Generated
Time (Required) By default, the current date and time
2. Click Save to save your reminder.
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Agenda
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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.
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Overview of Remedy Additional resources

For more information, view the AZOA Training Web Site.
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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
Slide 57
Trademarks
IBM, the IBM logo, and ibm.com are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. If these and other IBM trademarked terms are marked on their first occurrence in this information with a trademark symbol ( or ), these symbols indicate U.S. registered or common law trademarks owned by IBM at the time this information was published. Such trademarks may also be registered or common law trademarks in other countries. A current list of IBM trademarks is available on the Web at "Copyright and trademark information" at www.ibm.com/legal/copytrade.shtml. AZL, Allianz of America, Inc., and FFIC (Firemans Fund Insurance Company) are registered trademarks of Allianz Group of North America in the United States, other countries, or both. Other company, product, or service names may be trademarks or service marks of others.
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Overview Remedy Tool2

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AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

What kind of day-to-day changes will I see?

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

The Overview Console

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Problem Request form

IMAC Change Request form

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Incident Request form

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Problem Request form

2008 IBM Corporation

AZOA Overview of the Remedy Tool

IMAC Change Request form

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Incident Management Process Flow Status bar

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Problem Management Process Flow Status bar

2008 IBM Corporation

AZOA Overview of the Remedy Tool

IMAC Change Management Process Flow Status bar

2008 IBM Corporation

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

2008 IBM Corporation

AZOA Overview of the Remedy Tool

AZOA Overview of the Remedy Tool

Logging in Using the Web

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Logging in Using the workstation client

2. Type your User Name.

3. Type your Password.

4. Click the OK button.

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Click the appropriate Console link to access the tool.

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Using the navigation pane

2008 IBM Corporation

AZOA Overview of the Remedy Tool

Select My Groups Show All Show Unassigned

All My Groups Show All Show Unassigned