Evolution of BMC ITSM Service Request Management

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BMC ITSM SRM Over the Years

SRM 2.1 | SRM 2.2 | SRM 7.6 | SRM 8.1

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Evolution of BMC ITSM Service Request Management

Aruna Padmanabhan

ITSM Implementations | October 15, 2014

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The Self-Service Catalog has earned a place of high importance in the business and has evolved greatly over the years.

In this session, we will review the history, the key functional improvements and how we arrived at the SRM of today.

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Agenda

1. A Service Catalog – Why do you Need it

2. BMC ITSM SRM Over the Years

3. New and Rarely-used Functionalities

4. Designing the Self-Service Catalog

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A Service Catalog – Why Do You Need It

• Setting Realistic Expectations

– A Clear and Concise Showcase

• Increased Efficiency

– Saves time for Requester and Resolver

• Pre-defined Workflows

– Transparent Execution of Requests

• Improved Productivity

– Reduces Redundancy and Inefficiency

• Maintain Compliance

– Approvals and Entitlements

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BMC ITSM SRM Over the YearsSRM 2.1 | SRM 2.2 | SRM 7.6 | SRM 8.1

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Request Entry

SRM 2.1

SRM 8.1

SRM 2.2

SRM 7.6

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Provide Information

SRM 2.1

SRM 7.6

SRM 2.2

SRM 8.1

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Process View

SRM 2.x

Mapped Variables

SRM 7.6 / 8.1

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Conditional Process Flows

SRM 2.x

SRM 7.6 / 8.1

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Question Mapping

SRM 2.x

SRM 7.6 / 8.1

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BMC ITSM SRM Over the Years

2.1 2.2 7.6 8.1

Front End Basic Interface Enhanced look and feelDynamic and user-friendly

interfaceDrastically modified and

simplified interface

Questions

10 questions limit Questions limitation removed

Simple Static Menu Items Static and Query type Menu

Character limitation for the Questions text Character limitation removed Questions text

Addition to Question Library is mandatory Addition to Question Library is optional.

Basic list of individual questions Introduction of conditional questions.

Process

Process View visible to EU Process View with option to hide from EU.

Fulfilment ticket number is read only.Fulfilment ticket number appears as a hyperlink for

Support staff.

PDT supports flow created using AOTs and nested PDTSPDT support dynamic flows with the introduction of

Conditions and Variables

Answer Mapping to SR Fields Optional use of SR and Variable Fields

FeatureVersion

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BMC ITSM SRM Over the Years

8.1 Older Versions

Front End

Request Again – Allows to copy a submitted request Request needs to be submitted afresh each time

Categories, Requests and Submitted Requests visible on the same screen

Require multiple clicks to access each of the screens

Slide show of Knowledge Articles and IT Offerings N/A

Questions

Answer Validation - Specify Regular Expression No Validation Methods

Rich Text, HTML and HyperlinksGenerally used workarounds to achieve these

Question Instructions

Approval

Dynamic Approval based on Responses Approval flows not so flexible

Email-based Approvals N/A

Ability to configure REQ ID as a link Read-only REQ ID

Integrations IRM – Identity Request Management N/A

VersionFeature

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New and Rarely Used Functionalities• SYS:Menu Items

• Hidden Questions

• Variable Mapping

• Auto-fill Action

• Context URL Builder

• Identity Request Management

• Service Request Designer

• SR Approval Chain

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SYS:Menu Items

Links 2 data sets without need for customization

Fetch large amounts of data with no performance impact

Maintenance easier without taking SRD offline

Dynamic Queries up to 5 levels of combinations

Query type Menu Question

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Hidden Questions

Map values as applicable to the Fulfilment ticket

Triggers assignments based on dynamic values

Reduces burden on the End-User

Reduces maintenance of Fulfilment templates

Used for Assignment Config

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Variable Mapping

Maps only relevant answers to the Fulfilment ticket

Avoid data dumping on resolvers

Increases efficiency of resolution

Ideal use for Resolver’s benefit

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Auto-fill Action

Reduces burden on the End-user

Increases efficiency of submission

Ensures consistency in the responses

Auto-fill Responses to Questions

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Context URL Builder

Ability to restrict On-behalf of and Navigation Links

Select a client specific Request Entry Console View

SRS:SRCLaunchURLBuilder

Build URLs to embed in a Portal or Knowledge Article

https://<webServer>:<portNumber>/arsys/forms/<serverName>/SRS:ServiceRequestConsole/?mode=submit&F303900000=1&F303906700=0&F303902000=0&F303902100=0

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SR Approval Chain

Allows multiple levels of varied approvals

Approvals based on specific triggers

Auto Approval Chain

A Flexible Approach to Approvals

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Identity Request Management

Management of Access, Permissions and Passwords

Provides solution to company’s Identity Management challenges

Dependent on strong policies and procedures

An End-to-End Approach

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Service Request Designer

Modify Existing

SRD

Create New SRD

A Straightforward and Streamlined Approach to Create or Modify Service Request Definitions

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Designing the Self-Service Catalog

Where do we go wrong?

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Designing the Self-Service Catalog

Areas of Improvements

• Lack of Client Education

• Catering to what Client Wants

• End-User vs. Resolver Needs

• Complex Flow and Approval Designs

• Inadequate or Overload of information passed to Fulfilment

• Miscommunications during Support Handover

Suggested Remedies

• Basic User Trainings

• Provide what Client Needs

• Strike a Balance

• Logical Approach to Design

• Map Appropriate Information to Fulfilment

• Documentations and Strong KT within Teams during Handover

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Questions?Contact:

aruna.padmanabhan@in.unisys.com

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Thank You.