3 Replies Latest reply on May 13, 2015 3:54 PM by kedar zavar

    Remedyforce / ITIL Best Practices

      2 Questions about Remedyforce capabilities:

       

      1) I was wondering if Remedyforce had a built in Known Error Database function, or a way to transition/account for the relationship between Problems and Known Error (per ITIL standards), and

       

      2) What linking and relationship capabilities existed between Incidents, Problems, Known Errors (KEDB), and Change Management

       

      Thanks,
      Adam

        • 1. Re: Remedyforce / ITIL Best Practices
          Jim Wilson

          Discussion successfully moved from Products to BMC Remedyforce

          • 2. Re: Remedyforce / ITIL Best Practices

            Following this thread because I'm interested in this as well.

            • 3. Re: Remedyforce / ITIL Best Practices
              kedar zavar

              Hello Adam,

               

              Great questions! Quick overview -

               

              1. 1) I was wondering if Remedyforce had a built in Known Error Database function, or a way to transition/account for the relationship between Problems and Known Error (per ITIL standards),

              >> Remedyforce follow ITIL standards. Known error is for which the root cause is known and for which a temporary workaround or permanent alternative has been identified

              Remedyforce gives ability to mark Problem record as Known Error also staff can create “Known Error” database by adding Knowledge article in couple of clicks from the problem module

              Knowledge articles with Error /Root Cause/Workaround .The Knowledge articles type of “Known error” which is shipped OTB. You can easily run reports. Also relate to Configuration items.

              Everything OTB.

               

              2) What linking and relationship capabilities existed between Incidents, Problems, Known Errors (KEDB), and Change Management?

              >>Remedyforce follows ITIL best practices.A user case to explain capabilities - there could be multiple incidents reported pointing to cause or common symptoms. A problem record could be created right from Incident or (even standalone problem record) for further investigation. The Problem may have resolution or temporary workaround (known error) the resolution may require Changes which could initiate change request, change may require analysis, scheduling, approvals, assignments for completing the actual change. Once change is implemented the problem could be resolved and all associated incidents could be closed. Alerts could be sent to customer.

              You can also relate all impacted Configuration items related to this and also do impact analysis.

              Apart from this there are beautiful capabilities to publish outages using broadcast and reduce number of incidents proactively. Powerful CI explorer to quickly show graphically how everything is relate to specific configuration items and relationship between other Cis and modules.The linking capabilities are available on all modules for example you can link Incident to problems,, problems to CR , Task to any of these modules . It’s very flexible.

              Ability to track all these records on reports, dashboards, quick views,workflows.

               

              Do check out some videos here

              https://communities.bmc.com/docs/DOC-11298

               

              if you would be interested to see a demo or looking at capabilities please feel free to drop an email  or you can contact BMC PS team or any of the certified partners!

               

               

              Kedar