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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BMC ITSM SRM Over the Years
SRM 2.1 | SRM 2.2 | SRM 7.6 | SRM 8.1

2. © Copyright 1/27/2015 BMC Software, Inc2
Evolution of BMC ITSM
Service Request Management
Aruna Padmanabhan
ITSM Implementations | October 15, 2014

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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.

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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

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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

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BMC ITSM SRM Over the Years
SRM 2.1 | SRM 2.2 | SRM 7.6 | SRM 8.1

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Request Entry
SRM
2.1
SRM
8.1
SRM
2.2
SRM
7.6

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Provide Information
SRM
2.1
SRM
7.6
SRM
2.2
SRM
8.1

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Process View
SRM
2.x
Mapped
Variables
SRM
7.6 /
8.1

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Conditional Process Flows
SRM
2.x
SRM
7.6 /
8.1

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Question Mapping
SRM
2.x
SRM
7.6 /
8.1

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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

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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

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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

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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

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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

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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

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Auto-fill Action
Reduces burden on the End-
user
Increases efficiency of
submission
Ensures consistency in the
responses
Auto-fill Responses to Questions

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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

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SR Approval Chain
Allows multiple levels of
varied approvals
Approvals based on specific
triggers
Auto Approval Chain
A Flexible Approach to
Approvals

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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

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Service Request Designer
Modify
Existing
SRD
Create
New
SRD
A Straightforward and Streamlined Approach to Create or Modify Service Request Definitions

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Designing the Self-Service Catalog
Where do we go wrong?

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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

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Questions?
Contact:
aruna.padmanabhan@in.unisys.com

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Thank You.