RemedyLocalAdminSurvivalGuideWord格式.docx

RemedyLocalAdminSurvivalGuideWord格式.docx

《RemedyLocalAdminSurvivalGuideWord格式.docx》由会员分享，可在线阅读，更多相关《RemedyLocalAdminSurvivalGuideWord格式.docx（12页珍藏版）》请在冰豆网上搜索。

ServiceDesk3

ConfigurationManagementandtheCMDB3

ChangeManagement3

ServiceLevelManagement4

KnowledgeManagement4

ConfigurationData4

TheLocalAdministrationConsole5

SectionII:

AdministeringRemedyITSMConfiguration6

InterfaceandEnvironmentOrientations6

Productionenvironment6

TestEnvironment6

DevelopmentEnvironment6

LoggingintoRemedyITSM7

OrganizationalStructure7

Company7

UnderstandingOrganizationsandDepartments7

UnderstandingSupportOrganizationsandSupportGroups8

CreatingOrganizationsandDepartments8

CreatingSupportOrganizationsandSupportGroups9

OperationCategories9

AddingnewOperationalCategories10

People10

CustomerData10

SupportProviderData11

UnderstandingRemedyITSMConfiguration

WhatisRemedyITSM

ITSMstandsforInformationTechnologyServiceManagement.ThisisaconcepttakenfromITILorITInfrastructureLibraryandissimplydefinedasabestpracticeformanagingservice.BMChaswrittenasuiteofapplicationintheRemedyfamilythatprovidesaseriesofpredefinedITILfunctionsorprocesses.Hereisadescriptionoftheapplicationsinthesuite:

ServiceDesk

ServiceDeskcontainsIncidentManagementandProblemManagement.Thesetwotoolslookandbehavesimilarbutservedifferentfunctions.

Incidentmanagementisbestdefinedastheprocessbywhichnormalserviceoperationarerestoredasquicklyaspossibleandtominimizetheimpactonbusinessoperations,thusensuringthatthebestpossiblelevelsofservicequalityandavailabilityaremaintained.

ProblemManagementisbestdefinedastheefforttoresolvetherootcauseofincidentsandthustominimizetheadverseimpactofincidentsandproblemsonbusinessthatarecausedbyerrorswithintheITinfrastructure.

ConfigurationManagementandtheCMDB

ConfigurationManagementisaprocessthattracksalloftheindividualConfigurationItems（CI）inasystem.ThisprocessistypicallyaccomplishedbymergingdatafromaseriesofdiscoverytoolsandexistingdatasourcesintoasingledatasourcecalledaConfigurationManagementDatabaseorCMDB.

UsingaCMDByoucanbuilddatarelationsanddependenciesbetweenServices,systems,hardware,network,peopleandotherinfrastructurecomponents.

ChangeManagement

ThegoalofChangeManagementistoensurethatstandardizedmethodsandproceduresareusedforefficienthandlingofallchangestoinfrastructure,inordertominimizetheimpactofchange-relatedincidentsandtoimproveday-to-dayoperations.

ServiceLevelManagement

ServiceLevelManagementprovidesforcontinualidentification,monitoringandreviewofthelevelsofITservicesspecifiedintheservicelevelagreements（SLAs）.ServiceLevelManagementensuresthatarrangementsareinplacewithinternalITSupportProvidersandexternalsuppliersintheformofOperationalLevelAgreements（OLAs）andUnderpinningContracts（UCs）.TheprocessinvolvesassessingtheimpactofchangeuponservicequalityandSLAs.Theservicelevelmanagementprocessisincloserelationwiththeoperationalprocessestocontroltheiractivities.ThecentralroleofServiceLevelManagementmakesitthenaturalplaceformetricstobeestablishedandmonitoredagainstabenchmark.

RemedyServiceLevelManagementisverytightlyintegratedwithIncident,Problem,andChangeManagementtohelpyoudefine,manage,andreportonServiceLevelAgreements（agreementswiththecustomer）andOperationalLevelAgreements（Internalservicegoals）.

KnowledgeManagement

KnowledgeManagementisatoolfromBMCthatintegratesnicelywiththeITSMsuite.ItallowssupportproviderstopushsolutionstotheknowledgebasefromIncident,Problem,orChangeManagement.Sharingknowledgeacrosscampuswillbeaverypowerfultool.

ConfigurationData

ConfigurationDataisapivotalcomponentinthedesignofRemedyServicedeskandallRemedyITSMapplications.Usingadministrativetoolsitispossibletocreateanisolatedsectionor“tenancy“inthesystemforyourorganization.TheRemedysupportteamhasalreadydonethisforyou.

Eachtenancyisreferredtoasacompany.Eachcompanycontainssupportorganizationsandsupportgroups.Eachsupportgrouphasmembersor“supportproviders”.Asthefunctionalleadforyourcompanyyouwillberesponsibleforadministeringthisdata.

TheLocalAdministrationConsole

Figure1.1

TheLocalAdministrationConsoleisacustomapplicationCornelldesignedtoallowunitsthroughouttheuniversitytoadministertheirownconfigurationdata.YourRemedyaccountwillbegrantedspecialpermissionstoallowyoutoaccessthisconsole.

AdministeringRemedyITSMConfiguration

InterfaceandEnvironmentOrientations

Productionenvironment

TheRemedyproductionenvironmentisusedonlyforservicingITSMneedsinasteadystate.Itisnotusedtotestchangesandconfigurations.TheproductionsystemprocesseshundredsofthousandsofIncidentsandothercriticaldataeveryyear.Itisusedbyhundredsofsupportprovidersthroughouttheenterprisetotrackandsharetheirwork.

YouandyoursupportproviderscanaccesstheproductionserverusingawebbrowserwiththisURL:

http:

//www.remedy.cornell.edu/MidTier

TestEnvironment

TheRemedytestenvironmentismadeaccessibletoallcampuspartnersfortestingpurposes.Itiseasilyaccessedliketheproductionenvironmentbutdoesnothaveliveorcriticaldata.Thetestenvironmentisconfiguredinhardwareandsoftwaretobeidenticalinmostwaystotheproductionenvironment.

Changesmadetoproductionconfigurationdataarenotautomaticallymovedtotest.Ifyouwishtohaveacurrenttestenvironmentitisnecessarytomakethechangesinbothplaces.Roughlytwiceayearthesupportteamwillschedulea“refresh”oftesttoensureitstaysusablyinsyncwithproduction.

YouandyoursupportproviderscanaccessthetestserverusingawebbrowserwiththisURL:

//test.remedy.cornell.edu/MidTier

DevelopmentEnvironment

OnlyRemedysupportstaffusestheRemedydevelopmentenvironment.ItsfunctionistoallowRemedysupportstafftodevelopchangestothesystem.Itisnotcurrentlyavailabletothecommunityforuse.

LoggingintoRemedyITSM

Whenyoufirstlogintothesystemyouwillbepresentedwithyourhomepage.ThispageprovidesyouwithaseriesoflinksthattakeyoutodifferentcomponentsoftheITSMsuite.

Thoughtherearemanycomponentsyoucanaccessfromyourhomepagethisdocumentwillonlyutilizetwooftheapplications;

LocalAdministrationConsole,andIncidentManagementConsole.

OrganizationalStructure

Company

Thecompanyfieldisacontainerthatdefinesanew“tenancy”intheRemedyITSMsuiteofapplications.Therearemanysettings,filters,andconfigurationdatathatarecompanyspecific.

Figure2.1

Withincompanies,wedefinetwologicaldivisions（setsofcontainers）thatareusedfortwodifferentpurposes,OrganizationsandSupportOrganizations.WithineachoftheseareDepartmentsandSupportGroups.

UnderstandingOrganizationsandDepartments

RemedyOrganizationsanddepartmentsaredatausedtolabelcustomers.Ifyouaredesigningyourdataforacollege,thetypicalorganizationswouldbe“Administration”and“Academics”.

Withintheorganization“Administration”youwouldfinddepartmentslikeInformationTechnology,HumanResources,Facilities,andotherunitswithadministrativefunctions.Withinthe“Academic”organizationyouwouldfindacademicdepartments.

Youwillusethisdatatolabelyourcustomerspeoplerecords（wewilltalkaboutthismorelater）.ThebetteryoudesignyourOrganizationandDepartmentdatathemoreyouwillgetoutofthetoolsdowntheroad.Forexampleit’spossibletoseeallincidentsfornetworkdisruptionforthedepartmentofChemistryifallofyourfacultyandstaffinthatdepartmentarecorrectlylabeled.

Forexamplesseefigure2.1

UnderstandingSupportOrganizationsandSupportGroups

Figure2.2

Typicallywe“hoist”ourdepartmentlevelentitiessuchas“InformationTechnology”whencreatingSupportOrganizations（seefigure2.2）.Thisallowsustocreateanunlimitednumberofsupportgroupswithinthatsupportorganization.

SupportGroupsplayamajorroleinthedefinitionofyourcompany.WheretheCompanyfieldandSupportOrganizationfieldsareorganizationalcontainers,SupportGroupsaretheonlyplacewhereIncidentscanbeassigned.YoucannotassignanincidenttoaSupportOrganizationorCompany.

Forexamplesseefigure2.2

Figure2.3

CreatingOrganizationsandDepartments

Note:

Remembertotrytocreateyourorganizationsandsupportorganizationsinparallel!

Tocreateaneworganizationordepartment:

1.OpentheLocalAdministrationConsoleandtotherightofOrganizationclickCreate.Awindowwillappearwiththetitle“Organization”.

2.Tocreateaneworganization,typethenameinthesecondboxlabeledOrganization.

3.Tocreateanewdepartment,typethenameinthethirdboxlabeledDepartment.

4.Takeamomenttoreviewthespellingandpresentationofthevaluesyouhavemanuallyentered.Oncethesevaluesareappliedtopeoplerecords,makingchangesbecomesdifficult.

5.ClicktheAddbuttontocreatetheOrganization/Departmentyouhaveentered.

6.Ifyouwishtocreatemorerepeatthesesteps.IfnotclicktheClosebutton.

CreatingSupportOrganizationsandSupportGroups

1.

Figure2.4

OpentheLocalAdministrationConsoleandtotherightofSupportGroupclick