BY ANNE BROCK, RIGHTSTAR SYSTEMS
I know you’ve seen it referenced; you’ve gotten emails from us, RightStar Systems, as well as from BMC. But sometimes marketing can be a little vague; you might even have ignored it (but don’t tell our marketing team that!)
So I thought I’d take this end of year time to discuss it in a bit more detail.
First note – HR Case is built on the AR System platform; the same platform that the Remedy ITSM solution uses. Why is that a benefit? If you are already using Remedy ITSM, you already have the administrative skills to manage the HR Case solution! That makes it easier to bring in and implement than a solution built on a different platform. That also makes it easier to connect your current People data to the HR People data (if you want to). It also uses Smart Reporting, so you have one reporting tool for both solutions.
Second note – this is about managing cases – tickets – that would go to human resources. That seems intuitive, but it’s important to know what this is – and what it isn’t. It isn’t an HR solution like Peoplesoft where you manage people’s data, access, salaries, health care benefits, etc. It’s what you use when they have questions about something in the HR arena. How do I add someone to the benefits plan? I want to give an employee a spot bonus – how do I do that? My overtime didn’t get include in my last paycheck – needs to be fixed. It’s a great solution for HR shared services organizations in particular, but of course can be used regardless of the structure.
Third point – there are some differences from Remedy ITSM. HR Case has its own solutions database, for example; it doesn’t have to leverage Remedy Knowledgebase. It also has its own approval setup; it doesn’t use the underlying approval server. It’s designed to be very data driven and easy to administer; even more so than Remedy ITSM.
And the fourth point – It leverages MyIT – just like Remedy ITSM does. So when your end users access MyIT and search for something – they can be seeing solutions from HR Case just like they see articles from Remedy Knowledge Management. And when the end user selects a service request – it might go to ITSM or it might go directly to HR Case. Your end user won’t know, but you can be sure the right fulfiller is working on it.
So now for a couple screen shots just to show you how it looks. First, from the self-service perspective – the following show a search; bringing up a solution; and then bringing up an HR Case request –
Now from the back-end perspective – an agent working a Case with tasks – First the console, then opening a case –
Look interesting? We’d be happy to give you a quick demo! Just contact email@example.com and we’ll get you connected with your sales rep!
BY ANNE BROCK, RIGHTSTAR SYSTEMS
In this article, I’d like to share some things have been added to Remedy ITSM that may not have been noticed by some of our customers. I know I missed them initially! You should have these if you have 8.1 Service Pack 1.
First: Change Calendar. You can now see Incidents and Problems on the Change Calendar, along with Changes and Releases. To enable the data sources, go to Application Administration/Custom/Change Management/Advanced Options/Change Calendar
And here is the result!
Second: Surveys. Another feature which I think didn’t get enough attention was modifications to the Survey module. Did you know you can now have more than 4 questions on your surveys? If you go to Application Administration/Custom/Service Request Management/Advanced/Survey Configuration, you can add a survey with more than four questions – see my very exciting (not) example below with six questions:
And the result (once I connected the new survey to the appropriate service request, submitted it, and closed it) was the following survey – all six questions, 4 on the first page, 2 on the second:
Third: SRM Marketing slides. To be honest, this option might have been out there for awhile, but I didn’t notice it until recently. If you are using SRM instead of MyIT, and want to hide the Marketing slides for a particular company – you can!
Go to Application Administration/Custom/Service Request Management/Advanced/Preferences – on the second tab, set “Show Marketing Slides” to “No” (and while you’re there, Tab 1 has some Survey configuration options and Tab 2 has some other interesting options!) –
And – No marketing slides in SRM!
Look for more in upcoming posts! And if you have a feature you think didn’t get enough attention and should be publicized – let me know! firstname.lastname@example.org
BY REBECCA NOKES, RIGHTSTAR SYSTEMS
Knowledge is vital for any organization. Knowledge Management for a large Federal agency is essential.
At one such Federal agency we utilized the Remedy 9.1 Knowledge Management module to capture institutional knowledge beyond IT information. There were historical reference materials from various sources that were difficult to leverage as the organization lacked a central repository. One-stop shopping for past policy decisions, references and process documentation was needed.
This was a grass roots effort. After the initial install and configuration users were asked to write articles from their own “squirrel store of wisdom acorns”. Hands-on training of 20 staff members was done including 5 managers who were given additional coaching and roles to allow them to edit their staff’s articles.
Various formats of information needed to be documented such as text, scanned images, Adobe Acrobat files and web links to intranet pages external to the Remedy system. Multiple sources of knowledge needed to be consolidated into a Single Source of Truth — knowledge in other locations refers back to the Knowledge Management article as its source and that information is collected and maintained in a single location.
Organization of articles is key. With multiple authors the need for a single manager or small team of Knowledge Managers is important. The tool automatically shows suggestions of similar articles from content analysis of key words, title and content of the article while still in Draft status to avoid article duplication.
There were articles that were shared with all users. Access to other knowledge articles was determined by knowledge groups created and based on the organization’s existing Incident Management groups.
One challenge faced in a federal space is the hoarding of knowledge. Often to protect their position or role people don’t want to share what they know. To alleviate the fear of a worker that he or she might later “be replaced” by a knowledge article they had written, we asked individuals to write the articles that answer the simple questions they often field — the annoying, repetitive questions they would rather not have to answer. Having their names on these published articles reinforces them as the subject matter expert on that topic and advertises their expertise to the rest of the organization. When someone has a more complex question on that topic they now know who to ask. Instead of feeling threatened by the Knowledge Management effort, the participating workers feel it helps solidify their value to the organization.
Knowledge Management is a journey, not a destination so we trained the team on the article lifecycle that includes creation, editing, publishing, periodic reviews, updates, and retirement. Once this self-service style of knowledge sharing becomes a part of the organization’s culture there will be no turning back to the bad old days of undocumented, unorganized information scattered among multiple users.