BMC Service Desk Automation run book
BMC Service Desk Automation run book enables you to automate fulfillment of service requests, incidents, change, or work orders requested by the end users from a service desk application.
A service desk administrator can automate commonly recurring service requests, which are currently handled manually to expedite the fulfillment of the service with a record of the ticket created in the form of a change, incident, or a work order. The goal of the run book is to reduce the costs associated with service desk engineers manually responding to common requests that have known, well-documented procedures for handling them.
The BMC Service Desk Automation run book supports automating the service offerings in BMC Service Request Management and BMC MyIT application.
In this documentation, we use an out-of-the-box example use case - Unlock Account to provide an example of how an end user request for unlocking a user account can be executed with no manual intervention and with all the stages of the process tracked.
A new BMC-SA-SDA_Fulfillment_Cases module is introduced in this release, which contains the workflow processes and configuration items for running the out-of-the-box use cases.
The following out-of-the-box use cases are supported by the run book:
Overview of the solution
The following graphic provides an overview of how the Service Desk Automation run book works.
When an end user submits a request for a service either in BMC Service Request Management or BMC MyIT, a change, incident, or a work order is created in BMC Remedy ITSM based on predefined templates in BMC Remedy ITSM. Filters in BMC Remedy ITSM generate data in the change, incident, or work order ticket. After the ticket moves to the Assigned state, the AR filters generate an alert in a format readable by BMC Atrium Orchestrator. A Process Event workflow in BMC Atrium Orchestrator is triggered, which processes the event data and further triggers the appropriate workflows based on the ticket type. The workflows invoke third-party fulfillment applications to fulfill the request. When the request is complete, BMC Atrium Orchestrator updates the ticket in BMC Remedy ITSM. An out-of-the-box integration between BMC Remedy ITSM and BMC Service Request Management updates the service request and the user is notified of the completion of the service request.
The end to end process of installing, configuring, and adding use cases to automate fulfillment of service offerings is described in this solution documentation.
Where to go from here
Consult the following table to get started with implementing the run book.
|Install the required products||Installation roadmap for BMC Service Desk Automation run book|
|Configure the required products||Configuration roadmap for BMC Service Desk Automation run book|
|Request the out-of-the-box unlock account use case||User scenario for unlocking user accounts|
|Request the out-of-the-box extend mailbox use case||User scenario for extending mailbox size|
|Request the out-of-the-box onboard new employee use case||User scenario for onboarding a new employee|
|Add a new use case to the BMC Service Desk Automation run book||Adding a use case to BMC Service Desk Automation run book|
|Troubleshoot the BMC Service Desk Automation run book||Troubleshooting BMC Service Desk Automation run book|