Pro-Active Service Management #1 : SRM

This is will be the first of many articles that will highlight key Pro-Active Service Management methods and applications that tip the service scales in the IT Organizations favor. Pro-Active Service Management is great on ROI because it allows customer interaction on the IT Organizations terms that they define instead of just waiting for a call at the service desk.
The most commonly implemented Pro-Active Service Management tool that is implemented in most if not all ITSM tools, is Service Request Management. Its for a good reason as SRM is the quickest to value out of the group. SRM has tons of use cases, for example  Access Requests, NewHire/Termination  Requests, Hardware/Software Requests, etc.
Building upon the Easy SLA Management article. This is article will walk through the steps needed to setup a simple Service Request in BMC Remedyforce that will allow customers to select which type of Desktop Hardware they would like from Self Service. It will also show how SRM plugs into SLM(Service Level Management) automatically.

  1. The first thing to do is create a sub service offering of the Desktop Service created in the previous SLA article. Go into the Remedyforce CMDB and create a new Business Service.
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  2. The name for this example the service will be named Desktop Hardware.Proactive2
  3. Select the Service Type of Offering and select the Sub-Service of field (This will be the parent Business Service of the Service Offering).Proactive3
  4. Once the Service Offering is created, go to the Remedyforce Workspaces tab where templates for the Service Request need to be created. There will be two, an Incident Template and a Request Definition Template.Proactive4
  5. The first template to create is the Incident Template, select Incident from the drop down and give the template a name. Notice the two field mappings in the image below. This will statically tie the P1 Desktop Service Target created  here to the service request that is being created.
    Proactive5
  6. Now the Service Definition Template can be created and linked back to the Incident Template in the previous step.
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  7. Once the is templates have been created, select Request Definitions and click on the new button.
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  8. Give the Request Definition a name and select the Service, Service Offering, Category, and Service Request Template. All of these were created in the previous steps except for Category. Make sure to select the status and enabled the Online checkbox. Click save to enable the other tabs on the page.
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  9. Select the fulfillment tab then go to the input section and click on the new input button.Proactive9
  10. Name the new picklist input field and add values to it, then click save.Proactive10
  11. In the mapping section, select the input field created previously and then select the Description field in the Output Fields(Target) section. Click add.Proactive11
  12. On the Entitlement’s tab the visibility of the Service Definition can be configured by Account and/or Profile.Proactive12
  13. The Options tab provides fields that can be enabled for the customer to view on the Service Definition.Proactive13
  14. At this point the Service Definition for the Service Request has been completed. Don’t forget to save any changes.  To allow customers to easily see the new Service Request, go to the Remedyforce Administration tab in Salesforce.  Under Configure Self Service select Common Requests.Proactive14
  15. Select Request Definition from the Available Common Requests then move over the Request Definition template to the Select Common Requests section.Proactive15
  16. To finally view the Service Request that has been created go to the Remedyforce Self Service tab in Salesforce. The Service Request should be visible on the first page.Proactive16
  17. Select the a value from the Service Definition Input field that was created earlier. Then click submit.Proactive17
  18. Now that the Service Request has been created go to the staff side form and view the new Incident created. Notice that the Description field has been populated with the value select in our Service Request this is because of the field mapping that was previously setup.Proactive18
  19. Also notice that the Service Request has a Service Target applied because the Service Definition set the incident service and the Incident Template set the urgency/impact values.Proactive19

That’s all it takes to create a simple Service Request, there are more advanced options for workflow and approvals not covered here. So stay tuned for more advanced SRM and  Pro-Active Service Management articles in the future.
by Collin Parker, RightStar Systems

2013-06-07T14:41:52+00:00June 7th, 2013|RF|