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Evolution of BMC ITSM Service Request Management


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Join us as we review the history of BMC Service Request Management and how we arrived at where we are today. We'll focus on the solution's rapid improvements and how they help business, as well as some of the little known, but useful, functionalities in the out-of-the-box application.

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Evolution of BMC ITSM Service Request Management

  1. 1. © Copyright 1/27/2015 BMC Software, Inc1 BMC ITSM SRM Over the Years SRM 2.1 | SRM 2.2 | SRM 7.6 | SRM 8.1
  2. 2. © Copyright 1/27/2015 BMC Software, Inc2 Evolution of BMC ITSM Service Request Management Aruna Padmanabhan ITSM Implementations | October 15, 2014
  3. 3. © Copyright 1/27/2015 BMC Software, Inc3 The Self-Service Catalog has earned a place of high importance in the business and has evolved greatly over the years. In this session, we will review the history, the key functional improvements and how we arrived at the SRM of today.
  4. 4. © Copyright 1/27/2015 BMC Software, Inc4 Agenda 1. A Service Catalog – Why do you Need it 2. BMC ITSM SRM Over the Years 3. New and Rarely-used Functionalities 4. Designing the Self-Service Catalog
  5. 5. © Copyright 1/27/2015 BMC Software, Inc5 A Service Catalog – Why Do You Need It • Setting Realistic Expectations – A Clear and Concise Showcase • Increased Efficiency – Saves time for Requester and Resolver • Pre-defined Workflows – Transparent Execution of Requests • Improved Productivity – Reduces Redundancy and Inefficiency • Maintain Compliance – Approvals and Entitlements
  6. 6. © Copyright 1/27/2015 BMC Software, Inc6 BMC ITSM SRM Over the Years SRM 2.1 | SRM 2.2 | SRM 7.6 | SRM 8.1
  7. 7. © Copyright 1/27/2015 BMC Software, Inc7 Request Entry SRM 2.1 SRM 8.1 SRM 2.2 SRM 7.6
  8. 8. © Copyright 1/27/2015 BMC Software, Inc8 Provide Information SRM 2.1 SRM 7.6 SRM 2.2 SRM 8.1
  9. 9. © Copyright 1/27/2015 BMC Software, Inc9 Process View SRM 2.x Mapped Variables SRM 7.6 / 8.1
  10. 10. © Copyright 1/27/2015 BMC Software, Inc10 Conditional Process Flows SRM 2.x SRM 7.6 / 8.1
  11. 11. © Copyright 1/27/2015 BMC Software, Inc11 Question Mapping SRM 2.x SRM 7.6 / 8.1
  12. 12. © Copyright 1/27/2015 BMC Software, Inc12 BMC ITSM SRM Over the Years 2.1 2.2 7.6 8.1 Front End Basic Interface Enhanced look and feel Dynamic and user-friendly interface Drastically modified and simplified interface Questions 10 questions limit Questions limitation removed Simple Static Menu Items Static and Query type Menu Character limitation for the Questions text Character limitation removed Questions text Addition to Question Library is mandatory Addition to Question Library is optional. Basic list of individual questions Introduction of conditional questions. Process Process View visible to EU Process View with option to hide from EU. Fulfilment ticket number is read only. Fulfilment ticket number appears as a hyperlink for Support staff. PDT supports flow created using AOTs and nested PDTS PDT support dynamic flows with the introduction of Conditions and Variables Answer Mapping to SR Fields Optional use of SR and Variable Fields Feature Version
  13. 13. © Copyright 1/27/2015 BMC Software, Inc13 BMC ITSM SRM Over the Years 8.1 Older Versions Front End Request Again – Allows to copy a submitted request Request needs to be submitted afresh each time Categories, Requests and Submitted Requests visible on the same screen Require multiple clicks to access each of the screens Slide show of Knowledge Articles and IT Offerings N/A Questions Answer Validation - Specify Regular Expression No Validation Methods Rich Text, HTML and Hyperlinks Generally used workarounds to achieve these Question Instructions Approval Dynamic Approval based on Responses Approval flows not so flexible Email-based Approvals N/A Ability to configure REQ ID as a link Read-only REQ ID Integrations IRM – Identity Request Management N/A Version Feature
  14. 14. © Copyright 1/27/2015 BMC Software, Inc14 New and Rarely Used Functionalities • SYS:Menu Items • Hidden Questions • Variable Mapping • Auto-fill Action • Context URL Builder • Identity Request Management • Service Request Designer • SR Approval Chain
  15. 15. © Copyright 1/27/2015 BMC Software, Inc15 SYS:Menu Items Links 2 data sets without need for customization Fetch large amounts of data with no performance impact Maintenance easier without taking SRD offline Dynamic Queries up to 5 levels of combinations Query type Menu Question
  16. 16. © Copyright 1/27/2015 BMC Software, Inc16 Hidden Questions Map values as applicable to the Fulfilment ticket Triggers assignments based on dynamic values Reduces burden on the End- User Reduces maintenance of Fulfilment templates Used for Assignment Config
  17. 17. © Copyright 1/27/2015 BMC Software, Inc17 Variable Mapping Maps only relevant answers to the Fulfilment ticket Avoid data dumping on resolvers Increases efficiency of resolution Ideal use for Resolver’s benefit
  18. 18. © Copyright 1/27/2015 BMC Software, Inc18 Auto-fill Action Reduces burden on the End- user Increases efficiency of submission Ensures consistency in the responses Auto-fill Responses to Questions
  19. 19. © Copyright 1/27/2015 BMC Software, Inc19 Context URL Builder Ability to restrict On-behalf of and Navigation Links Select a client specific Request Entry Console View SRS:SRCLaunchURLBuilder Build URLs to embed in a Portal or Knowledge Article https://<webServer>:<portNumber>/arsys/forms/<serverName>/SRS:ServiceRequestConsole/?mode =submit&F303900000=1&F303906700=0&F303902000=0&F303902100=0
  20. 20. © Copyright 1/27/2015 BMC Software, Inc20 SR Approval Chain Allows multiple levels of varied approvals Approvals based on specific triggers Auto Approval Chain A Flexible Approach to Approvals
  21. 21. © Copyright 1/27/2015 BMC Software, Inc21 Identity Request Management Management of Access, Permissions and Passwords Provides solution to company’s Identity Management challenges Dependent on strong policies and procedures An End-to-End Approach
  22. 22. © Copyright 1/27/2015 BMC Software, Inc22 Service Request Designer Modify Existing SRD Create New SRD A Straightforward and Streamlined Approach to Create or Modify Service Request Definitions
  23. 23. © Copyright 1/27/2015 BMC Software, Inc23 Designing the Self-Service Catalog Where do we go wrong?
  24. 24. © Copyright 1/27/2015 BMC Software, Inc24 Designing the Self-Service Catalog Areas of Improvements • Lack of Client Education • Catering to what Client Wants • End-User vs. Resolver Needs • Complex Flow and Approval Designs • Inadequate or Overload of information passed to Fulfilment • Miscommunications during Support Handover Suggested Remedies • Basic User Trainings • Provide what Client Needs • Strike a Balance • Logical Approach to Design • Map Appropriate Information to Fulfilment • Documentations and Strong KT within Teams during Handover
  25. 25. © Copyright 1/27/2015 BMC Software, Inc25 Questions? Contact:
  26. 26. © Copyright 1/27/2015 BMC Software, Inc26 Thank You.