RemedyLocalAdminSurvivalGuideWord格式.docx
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RemedyLocalAdminSurvivalGuideWord格式.docx
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ServiceDesk3
ConfigurationManagementandtheCMDB3
ChangeManagement3
ServiceLevelManagement4
KnowledgeManagement4
ConfigurationData4
TheLocalAdministrationConsole5
SectionII:
AdministeringRemedyITSMConfiguration6
InterfaceandEnvironmentOrientations6
Productionenvironment6
TestEnvironment6
DevelopmentEnvironment6
LoggingintoRemedyITSM7
OrganizationalStructure7
Company7
UnderstandingOrganizationsandDepartments7
UnderstandingSupportOrganizationsandSupportGroups8
CreatingOrganizationsandDepartments8
CreatingSupportOrganizationsandSupportGroups9
OperationCategories9
AddingnewOperationalCategories10
People10
CustomerData10
SupportProviderData11
UnderstandingRemedyITSMConfiguration
WhatisRemedyITSM
ITSMstandsforInformationTechnologyServiceManagement.ThisisaconcepttakenfromITILorITInfrastructureLibraryandissimplydefinedasabestpracticeformanagingservice.BMChaswrittenasuiteofapplicationintheRemedyfamilythatprovidesaseriesofpredefinedITILfunctionsorprocesses.Hereisadescriptionoftheapplicationsinthesuite:
ServiceDesk
ServiceDeskcontainsIncidentManagementandProblemManagement.Thesetwotoolslookandbehavesimilarbutservedifferentfunctions.
Incidentmanagementisbestdefinedastheprocessbywhichnormalserviceoperationarerestoredasquicklyaspossibleandtominimizetheimpactonbusinessoperations,thusensuringthatthebestpossiblelevelsofservicequalityandavailabilityaremaintained.
ProblemManagementisbestdefinedastheefforttoresolvetherootcauseofincidentsandthustominimizetheadverseimpactofincidentsandproblemsonbusinessthatarecausedbyerrorswithintheITinfrastructure.
ConfigurationManagementandtheCMDB
ConfigurationManagementisaprocessthattracksalloftheindividualConfigurationItems(CI)inasystem.ThisprocessistypicallyaccomplishedbymergingdatafromaseriesofdiscoverytoolsandexistingdatasourcesintoasingledatasourcecalledaConfigurationManagementDatabaseorCMDB.
UsingaCMDByoucanbuilddatarelationsanddependenciesbetweenServices,systems,hardware,network,peopleandotherinfrastructurecomponents.
ChangeManagement
ThegoalofChangeManagementistoensurethatstandardizedmethodsandproceduresareusedforefficienthandlingofallchangestoinfrastructure,inordertominimizetheimpactofchange-relatedincidentsandtoimproveday-to-dayoperations.
ServiceLevelManagement
ServiceLevelManagementprovidesforcontinualidentification,monitoringandreviewofthelevelsofITservicesspecifiedintheservicelevelagreements(SLAs).ServiceLevelManagementensuresthatarrangementsareinplacewithinternalITSupportProvidersandexternalsuppliersintheformofOperationalLevelAgreements(OLAs)andUnderpinningContracts(UCs).TheprocessinvolvesassessingtheimpactofchangeuponservicequalityandSLAs.Theservicelevelmanagementprocessisincloserelationwiththeoperationalprocessestocontroltheiractivities.ThecentralroleofServiceLevelManagementmakesitthenaturalplaceformetricstobeestablishedandmonitoredagainstabenchmark.
RemedyServiceLevelManagementisverytightlyintegratedwithIncident,Problem,andChangeManagementtohelpyoudefine,manage,andreportonServiceLevelAgreements(agreementswiththecustomer)andOperationalLevelAgreements(Internalservicegoals).
KnowledgeManagement
KnowledgeManagementisatoolfromBMCthatintegratesnicelywiththeITSMsuite.ItallowssupportproviderstopushsolutionstotheknowledgebasefromIncident,Problem,orChangeManagement.Sharingknowledgeacrosscampuswillbeaverypowerfultool.
ConfigurationData
ConfigurationDataisapivotalcomponentinthedesignofRemedyServicedeskandallRemedyITSMapplications.Usingadministrativetoolsitispossibletocreateanisolatedsectionor“tenancy“inthesystemforyourorganization.TheRemedysupportteamhasalreadydonethisforyou.
Eachtenancyisreferredtoasacompany.Eachcompanycontainssupportorganizationsandsupportgroups.Eachsupportgrouphasmembersor“supportproviders”.Asthefunctionalleadforyourcompanyyouwillberesponsibleforadministeringthisdata.
TheLocalAdministrationConsole
Figure1.1
TheLocalAdministrationConsoleisacustomapplicationCornelldesignedtoallowunitsthroughouttheuniversitytoadministertheirownconfigurationdata.YourRemedyaccountwillbegrantedspecialpermissionstoallowyoutoaccessthisconsole.
AdministeringRemedyITSMConfiguration
InterfaceandEnvironmentOrientations
Productionenvironment
TheRemedyproductionenvironmentisusedonlyforservicingITSMneedsinasteadystate.Itisnotusedtotestchangesandconfigurations.TheproductionsystemprocesseshundredsofthousandsofIncidentsandothercriticaldataeveryyear.Itisusedbyhundredsofsupportprovidersthroughouttheenterprisetotrackandsharetheirwork.
YouandyoursupportproviderscanaccesstheproductionserverusingawebbrowserwiththisURL:
http:
//www.remedy.cornell.edu/MidTier
TestEnvironment
TheRemedytestenvironmentismadeaccessibletoallcampuspartnersfortestingpurposes.Itiseasilyaccessedliketheproductionenvironmentbutdoesnothaveliveorcriticaldata.Thetestenvironmentisconfiguredinhardwareandsoftwaretobeidenticalinmostwaystotheproductionenvironment.
Changesmadetoproductionconfigurationdataarenotautomaticallymovedtotest.Ifyouwishtohaveacurrenttestenvironmentitisnecessarytomakethechangesinbothplaces.Roughlytwiceayearthesupportteamwillschedulea“refresh”oftesttoensureitstaysusablyinsyncwithproduction.
YouandyoursupportproviderscanaccessthetestserverusingawebbrowserwiththisURL:
//test.remedy.cornell.edu/MidTier
DevelopmentEnvironment
OnlyRemedysupportstaffusestheRemedydevelopmentenvironment.ItsfunctionistoallowRemedysupportstafftodevelopchangestothesystem.Itisnotcurrentlyavailabletothecommunityforuse.
LoggingintoRemedyITSM
Whenyoufirstlogintothesystemyouwillbepresentedwithyourhomepage.ThispageprovidesyouwithaseriesoflinksthattakeyoutodifferentcomponentsoftheITSMsuite.
Thoughtherearemanycomponentsyoucanaccessfromyourhomepagethisdocumentwillonlyutilizetwooftheapplications;
LocalAdministrationConsole,andIncidentManagementConsole.
OrganizationalStructure
Company
Thecompanyfieldisacontainerthatdefinesanew“tenancy”intheRemedyITSMsuiteofapplications.Therearemanysettings,filters,andconfigurationdatathatarecompanyspecific.
Figure2.1
Withincompanies,wedefinetwologicaldivisions(setsofcontainers)thatareusedfortwodifferentpurposes,OrganizationsandSupportOrganizations.WithineachoftheseareDepartmentsandSupportGroups.
UnderstandingOrganizationsandDepartments
RemedyOrganizationsanddepartmentsaredatausedtolabelcustomers.Ifyouaredesigningyourdataforacollege,thetypicalorganizationswouldbe“Administration”and“Academics”.
Withintheorganization“Administration”youwouldfinddepartmentslikeInformationTechnology,HumanResources,Facilities,andotherunitswithadministrativefunctions.Withinthe“Academic”organizationyouwouldfindacademicdepartments.
Youwillusethisdatatolabelyourcustomerspeoplerecords(wewilltalkaboutthismorelater).ThebetteryoudesignyourOrganizationandDepartmentdatathemoreyouwillgetoutofthetoolsdowntheroad.Forexampleit’spossibletoseeallincidentsfornetworkdisruptionforthedepartmentofChemistryifallofyourfacultyandstaffinthatdepartmentarecorrectlylabeled.
Forexamplesseefigure2.1
UnderstandingSupportOrganizationsandSupportGroups
Figure2.2
Typicallywe“hoist”ourdepartmentlevelentitiessuchas“InformationTechnology”whencreatingSupportOrganizations(seefigure2.2).Thisallowsustocreateanunlimitednumberofsupportgroupswithinthatsupportorganization.
SupportGroupsplayamajorroleinthedefinitionofyourcompany.WheretheCompanyfieldandSupportOrganizationfieldsareorganizationalcontainers,SupportGroupsaretheonlyplacewhereIncidentscanbeassigned.YoucannotassignanincidenttoaSupportOrganizationorCompany.
Forexamplesseefigure2.2
Figure2.3
CreatingOrganizationsandDepartments
Note:
Remembertotrytocreateyourorganizationsandsupportorganizationsinparallel!
Tocreateaneworganizationordepartment:
1.OpentheLocalAdministrationConsoleandtotherightofOrganizationclickCreate.Awindowwillappearwiththetitle“Organization”.
2.Tocreateaneworganization,typethenameinthesecondboxlabeledOrganization.
3.Tocreateanewdepartment,typethenameinthethirdboxlabeledDepartment.
4.Takeamomenttoreviewthespellingandpresentationofthevaluesyouhavemanuallyentered.Oncethesevaluesareappliedtopeoplerecords,makingchangesbecomesdifficult.
5.ClicktheAddbuttontocreatetheOrganization/Departmentyouhaveentered.
6.Ifyouwishtocreatemorerepeatthesesteps.IfnotclicktheClosebutton.
CreatingSupportOrganizationsandSupportGroups
1.
Figure2.4
OpentheLocalAdministrationConsoleandtotherightofSupportGroupclick
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