Scenarios for using BMC Atrium Service Context
In many organizations, information might not flow freely and efficiently across departments. Issues encountered in one area might stay with the personnel in that department. Even if the issues are communicated, some pertinent information might not reach the relevant people in another department.
With BMC Atrium Service Context, service support and service delivery information is provided to all IT departments and disciplines in a fast and consistent manner, allowing teams to collaborate more efficiently.
The following use cases illustrate situations in which you might need to quickly view information about your business services and related computer systems and software applications.
Use case 1: Assigning incident requests
At Calbro Services, a service desk agent receives a call from a customer, who reports that the Oracle iTime service is performing slowly. Based on key information that the agent records in the incident, the incident is automatically assigned to Mary Mann, the Support Specialist at Calbro Services.
Mary is not very familiar with the Oracle iTime business service so she needs additional information. From BMC Service Desk, she launches BMC Atrium Service Context to see the following additional information about the service in the Service Context Summary window:
- Service description
- Outage records
- Related services and configuration items (CIs)
Mary notices that there are 20 CIs related to the Oracle iTime service. She clicks the number next to Services and CIs to obtain more information, and sees details about each of the related CIs.
One of the related CIs is for a web server. Mary learns from the web server team that the server is having an issue, which directly impacts the Oracle iTime service. Mary promptly reassigns the incident to the web server team.
Conclusion: With the help of BMC Atrium Service Context, Mary reassigns the incident to the right IT organization in the company, based on key information available in the Service Context Summary window.
Use case 2: Cross-discipline collaboration
At Calbro Services, David Duncan, a database administrator (DBA) launches BMC Atrium Service Context from BMC Asset Management when monitoring a database that he manages. David has been receiving complaints that the query response time of the database is unusually slow.
After launching BMC Atrium Service Context, David notices that a change request was completed on the database server around the time that the complaints started arriving. David provides the change coordinator with the change request ID and asks him to launch the Service Context Summary window. BMC Atrium Service Context allows David and the change coordinator to view the same information.
With the help of BMC Atrium Service Context, David demonstrates to the change coordinator that the most recent change to the server is causing issues on the database management system.
Conclusion: With the help of BMC Atrium Service Context, the change coordinator immediately understands the issue and begins diagnosing the root cause. BMC Atrium Service Context helps disparate teams communicate more efficiently.