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.

The BMC SDA Fulfillment Cases module contains workflow processes and configuration items for running the following out-of-the-box use cases:

• Unlock account
• Extend mailbox size
• Onboarding a new employee
• Offboarding an employee

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 in a service desk application, 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 TrueSight Orchestration. A Process Event workflow in TrueSight Orchestration 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, TrueSight Orchestration 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.