As a Project Manager, one of the most common questions I get asked by customers is “what can I do to prepare for our engagement?”  All customers are excited to get started implementing Remedyforce.  Our goal is to ensure that you are prepared from day one.  There are three ways we can assist you in preparing for your Remedyforce onboarding engagement:

  1. Learn more about the Remedyforce Agile-Hybrid Methodology & Common Terms
  2. Educate your team on Remedyforce
  3. Gather ITIL Process Documentation


Remedyforce Agile-Hybrid Methodology

You may not be familiar with the Agile Methodology, but even if you are knowledgeable with Agile it is recommended you familiarize yourself with the agile-hybrid approach used by Remedyforce Onboarding prior to the start of your engagement. Prior to your project kick-off, share the Remedyforce Agile-Hybrid Onboarding Methdology with your team.


The table below include common Agile terms that will be used throughout the duration of your Remedyforce onboarding engagement:

Agile Term


Product Owner

The Product Owner represents the voice of the customer and is accountable for ensuring that the Team delivers value to the business. The Product Owner writes user stories and prioritizes them. Scrum teams should have one Product Owner.

Sprint / Iteration

A fixed duration period of time where user stories are chosen to work on.  A sprint is defined as a 2-4 week increment of Remedyforce configuration activities that delivers a configured Remedyforce ITIL process at the end of the increment. External influences are not allowed to change the requirements of the stories being worked on.

Sprint Planning

A pre-sprint planning meeting attended by the Remedyforce project team. During the meeting the Product Owner describes the highest priority features to the team. The team then agrees on the number of features they can accomplish in the sprint and plans out the tasks required to achieve delivery of those features. The planning group works the features into User Stories and assigns Acceptance criteria to each story.

User Story

A user story is a very high-level definition of a requirement, containing just enough information so the consultants can produce a reasonable estimate of the effort to configure. A user story is one or more sentences in the everyday language of the end user that captures what the user wants to achieve. A user story is also a placeholder for conversation between the users and the team. User stories are the main instrument to influence the configuration of Remedyforce .

Daily Standup/SCRUM meeting

A Daily Standup is a whole team meeting that happens at the same time every day that usually lasts 15 minutes or less. The meeting is designed to allow the entire team to synchronize with each other and to understand the flow and challenges of the development process. Each team member should provide the following information: what did I do yesterday, what am I planning to do today, and what impediments do I currently have?

Burndown Chart

A burndown chart is a visual tool for measuring and displaying progress. Visually, a burndown chart is simply a line chart representing remaining work over time. Burndown charts are used to measure the progress of an agile project at both an iteration and project level.


A team meeting that happens at the end of every development iteration to review lessons learned and to discuss how the team can be more efficient in the future. It is based on the principles of applying the learning from the previous sprint to the upcoming sprint.


Remedyforce Training

One of the first activities at the start of each sprint is a Strategy & Design workshop. In order to ensure you receive the most value from the workshop led by the BMC Remedyforce Consultant, we recommend your project team (Process Owners, Remedyforce Administrator, Product Owner) review the free Remedyforce Online Training prior to the start of the workshops. Completion of the Remedyforce Online Training will allow the project team to have the most productive strategy discussions thus resulting in a comprehensive design (Planning Workbook) documented by the BMC Remedyforce Consultant.

In addition to the free online training there are blogs, whitepapers and enablement kits your team can peruse on our BMC Communities. Our goal is to arm your project team with as much knowledge as possible prior to the workshops. If you have any questions prior to the start of your engagement you can always reach out to your Services Specialist, Business Relationship Manager or Project Manager.

ITIL Process Documentation

After your team has completed the Remedyforce Online Training, you can begin gathering existing documentation on your ITIL processes. For example, if you are implementing Service Request Management, your Service Request Process Owner should gather screenshots, process guides and/or Visio diagrams detailing your Service Request processes. The Remedyforce Onboarding team will use this process documentation to build Remedyforce, making sure you maintain all of your existing functionality.


As the project team gathers existing process documentation, they should also begin reviewing and prioritizing User Stories.  A user story stimulates conversation between the users and the onboarding consulting team – ensuring that the final configuration meets the needs of their organization.  Your Remedyforce Onboarding Specialist will walk you through standard user stories so you can prioritize and customize them to fit your requirements.


In addition to the User Stories, the project team can also begin gathering other foundation data such as:

  • Categories/Sub-Categories – used to classify the ticket and used to route tickets to their appropriate owners and for reporting purposes.
  • Impact/Urgency/Priority – values for these fields are created in a matrix format with Impact and Urgency values setting the Priority of the ticket.
  • Queues – groups that will receive ownership of a ticket based on how the ticket was classified by its Category. Your agents will be assigned to queues and only tickets assigned directly to them or to their respective queues will be visible to them.
  • Statuses – displays the progress of a ticket through its life from Open to Close.


After reviewing all of the material in this blog and associated links/videos, your team should be familiar with the Agile-Hybrid Remedyforce Onboarding Methodology and Remedyforce. By now your Project Manager should have reached out to you to schedule your Project Kick-off meeting to start your Remedyforce Onboarding engagement.  During the Project Kick-off meeting your Project Manager will introduce the Remedyforce Onboarding team, review the Remedyforce Onboarding processes and activities, review the Statement of Work and begin discussing your project timeline.


We look forward to working with you and making your Remedyforce Onboarding project a success!