2 Replies Latest reply: Apr 3, 2012 7:14 PM by Brian Miller RSS

Asset Lifecycle Status Update Integration with ITSM

Brian Miller

I have worked for a major mfg and 3rd party support organizations where their support tracking system would automatically prompt and enforce capture of new or replacement and defective asset information in addition to the who/what/where/why Customer information and what/why/how long solution data if I indicated there was an asset IMAC.  In Remedy 7.6.04, it looks like it is a totally manual quasi-standalone process/workflow to relate assets to ITSM support activity through a separate Asset application.  Can/should changing an asset lifecyle status to resolve a Service Request or Change Task automatically trigger, and display a(n Asset Management Console) screen where the asset lifecyle status can be changed, and in turn would relate the asset to the Incident or Change?  If so I don't see any examples in the ITSM or Asset User Guides.  How is that done?  If not why wasn't that designed into Remedy?  Thanks!

  • 1. Asset Lifecycle Status Update Integration with ITSM
    Jon Hall

    Brian

     

    I'm interested in your description of the Asset application as standalone... can you expand a little on this?  It's possible to relate Assets to Changes and Incidents from the Change Request or Incident form.   Typically a customer might link the defective asset to the ticket, and raise a change request for its removal and replacement (as per the BMC Service Management Process Model process linking Incident, Change and the related CIs) - the assets can be related from those forms.

     

    Thanks
    Jon         

  • 2. Asset Lifecycle Status Update Integration with ITSM
    Brian Miller

    As I mentioned when working as a field technician for a major manufacturer and 3rd party service provider, if the service or change incident resolution included an asset IMAC when I completed a service incident (tasks), the service management application used by those companies captured the asset lifecycle changes occurred with drop-down fields similar to and in addition to the Status*, and Status Reason fields.  To complete the change or service incident, after entering my arrival time and a free text summary of the solution, if the drop-down asset fields indicated an asset IMAC,  the service management automatically brought up an asset management screen to capture asset information for the affected assets; existing, old and new as appropriate, that were mandatory fields to update before the service incident (task) could be completed. Then I was able to change the status of the incident to resolved/complete, then save, that entered a time stamp.  This tight integration of service management and asset management provided the basis for accurate service management, asset management, Customer account management, and billing.  The Remedy implementation of the Service Management Process Model seems very manual with comparatively standalone processes in comparison.

     

    Is it a best practice for Remedy to relate asset IMAC status and location changes to Incidents and Changes?     

     

    If I understand your reply correctly, the support group member workflow would typically(?) open an Asset Management Console to bring up a search screen for the correct asset class, and possibly an Overview screen to reference a Change or Service Incident for the Change or Incident number, to update the asset record with the modify screen, relate the asset to the Incident or Change number, then then open a Task screen close the task.  Is that correct?

     

    Is there a user guide that walks step by step through the processes with the actions that are performed in Remedy with each step?

     

    Thanks!