Welcome back to the Remedyforce Customer Success Smart Practices Content blog series. Perhaps you read our first blog on this subject back in December 2015 where we first introduced you to our Smart Practices content and promised you more would follow. Perhaps you’ve already taken advantage of the content and the white papers written by our Product Management team! Either way, we’re excited to share more awesome content for you to leverage.
As a Remedyforce Customer Success Manager, my team and I have fielded a lot of questions from customers over the years and also connected a lot of our customers with our Professional Services organization. One of the top questions from customers is always, “what are other customers doing”? We also know from our Professional Services team that the work they performed for customers, was repeatable. Deliver value to customers, deliver what’s being asked for, and use what’s already out there and successful – sounds like a winning combination to me!
So as a recap, the first smart practices content package was a pre-built package of configurations that you could download and import to your own Remedyforce environment (or as a new customer after December 2015, the content came pre-loaded in your ORG). This content pack was also known as the Service Catalog because it contained pre-built configurations that you could leverage for fast easy deployment of Service Requests, SLAs and service templates; in other words, your catalog of common IT Services. And to really drive the value proposition home, in addition to the service requests that are pre-configured, the pack also includes everything that makes up a service request:
- Incident Templates
- Request Detail Templates
- Business Services and Service Offerings
- Service Level Agreements
By taking the heavy lifting away by reducing all of the configuration time significantly, the goal was to get you realizing the value of your investment immediately. Well if that wasn’t enough last year with the IT Services, the team continued with the approach of “stop re-inventing the wheel” and built out two additional smart content packs; one focused on Human Resources services first and the latest focused on Facilities Management services. So whether you’re a new customer, or an existing customer, the content provides a solid foundation and starting point upon which you can build upon. Some of these benefits include:
- Shortened Design Sessions
- Shortened Configuration Times
- Quicker deployments, and
- Less guess work
More and more customers have had requirements that took them beyond traditional IT Help Desks and were looking for ways to further leverage Remedyforce and expand usage into other parts of the business. And so over the years our BMC Services consultants were working with customers who asked for HR services and Facilities Management services to be configured as requestable services.
So again, using best practices, using common requests from our customer base and our Remedyforce Communities and user groups, we delivered two additional downloadable packages.
Let’s take a look at the smart content for Facilities Management common requests (figure one).
Figure one at a high level shows you the common facilities type of service requests that our team configured based on what they commonly heard in the field. Requests for new office set ups or lighting requests or room temperature requests to name a few were common discussion topics from customers and how to manage them sometimes separately from common IT requests. Reason being often the expectations for fulfillment differed from say traditional IT requests.
Each common service request has a preconfigured form as well that you can leverage in all three disciplines, but Figure two is a facilities pre-configured form to give you an idea of the different types of facilities requests.
As with the IT Services smart practices, once you have access to the content in your org, you can modify the forms as you need to. The content is a starting point so you don’t have to start from scratch.
Now let’s look at the HR smart practices content pack. The HR Smart Practices content contains the most commonly deployed service requests for HR organizations.
Figure three gives you a snapshot of some of the pre-configured common requests for Human Resources:
These service requests are configured with the purpose of giving your organization a solid foundation on which to build on. Once uploaded into your Remedyforce environment, you can make necessary modifications such as:
- Addition of input questions
- Creation of additional task tickets
- Additional Service Level agreements on a per SR basis
- Approval process for the applicable SR
- Expansion of the Category Taxonomy
- Expansion of Services and Service Offerings
Now if we examine one of the HR common request forms, you’ll see again common fields and approaches to managing requests such as Name Change requests or Payroll or Benefits questions here in Figure four:
So now that you know what the Smart Practices Content are and why it’s such a benefit to you, let’s talk about how to access it. As a Remedyforce Administrator, you’ll notice a tile called “Content Management” where you simply select “Import Smart Practices Content”. Please not that if you are new to Remedyforce since Summer 16, your instance of Remedyforce already comes loaded with the smart practices content for IT Services
Detailed instructions and a flow chart can be found within the Remedyforce Wiki as an additional reference.
As another “smart” practice, I recommend you first go through the import exercise using your sandbox environment to experience the process as well as to then see how you’re going to work with the content. You can always use the configuration migration scripts if you only wanted to move over a particular offering.
If you have any questions, as always please don’t hesitate to reach out to your Customer Success Manager or drop us a note at RemedyforceSuccess@bmc.com.