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BMC MyIT planning worksheets

BMC MyIT requires various information and images that the BMC MyIT administrator will upload and BMC MyIT clients will use. The following tables list the kinds of information that you can collect prior to your implementation to allow for a smooth start.

You can print this page or export it to Microsoft Word to capture your details at a high level. Large implementations require more extensive tables or spreadsheets. 

   

End user information

Because BMC MyIT is a consumer-facing application, understanding your end users is key to a successful implementation.

Note:

Before you install BMC Remedy with Smart IT (Smart IT) or BMC MyIT, you must install the Smart IT MyIT User Experience patch. For more information see, Installing the Smart IT and BMC MyIT User Experience patch.

End user worksheet

Information

Your input

How many users will you support?

__________________________________________________________________

Does your organization use BMC Remedy ITSM? 

Yes: Do your users already have BMC Remedy ITSM user accounts?

No: What will you use to provide user accounts?  (such as AD)

 

Mobile app compatibility: Are your user's mobile devices running operating systems Apple iOS 8 or later, or Android 4.1 or later?

Is it possible for your users to access VPN from their iOS device, and is it easy to do so?

Do your users frequently travel?
What locations, offices do your users visit?
What type of assets do your users need to find?

What types of IT support requests do these users need?
Incident requests?
SRDs?

If not using BMC Remedy ITSM what, if any Service Desk software are you planning to use?

Will you need a custom interface for your Service Desk?

 

What knowledge articles would be valuable to them?

Do your users have face-to-face support needs?

What services matter to them?

Where do you find user profile images? 

Services information for Assistance and Health

BMC MyIT administrators can define the services to make available for interaction by BMC MyIT users. Use the following worksheet to plan your services setup.

Services worksheet

Information

Your input

Determine which services BMC MyIT end users will be able to check the status of and follow status updates for.

__________________________________________________________________

Determine if user groups will be used to map access between services and groups.

User groups are also be used for notification and broadcasting in an upcoming release.

If you will map access between services and groups, and those groups do not already exist in BMC Remedy ITSM or in your record source, such as Active Directory, determine what groups you will create and assign BMC MyIT users.

Determine which services will be monitored with BMC TrueSight Operations Management and which services a BMC MyIT administrator will be update manually.

Note: For services that BMC TrueSight Operations Management monitors, you will map them in BMC MyIT.

Assistance information

BMC MyIT end users will have certain services available to them from their client application, with the most common service requests easily reachable in a quick-pick list that you can configure. Use the following worksheet to help you decide how to set up the quick-pick list.

Assistance worksheet

Information

Your input

You must configure service request definitions (SRDs) for quick incidents and quick requests. Otherwise, Superbox quick incidents and quick requests fail. See Setting the default service request definitions for BMC MyIT.

 

Determine how many services you want to have in your quick-pick list.

Recommendation: 5–10 services

__________________________________________________________________

Decide whether you want to let BMC Service Request Management automatically expose popular requests.

If you do not want the quick-pick services automatically calculated, determine the services (items to monitor in the Health area) that you want to include in the quick-pick list and the category to which the service request definitions (SRDs) belong.

BMC MyIT supports SRDs with the following question types and does support AIFs on the Universal Client (web app) only:

  • Text
  • Check box
  • Radio button
  • Static menu
  • Date
  • DateTime
  • Time
  • Range/Number

Determine the order in which services are listed.

Populate BMC Knowledge Management with articles that are helpful to your BMC MyIT users.

Determine the option that users will use to unlock their accounts (phone or by URL).

Schedule appointment information

When setting up staff availability calendars, you need to know how many of your staff will be available on a given day so that users of BMC MyIT can see when appointment slots are available to them.

Schedule appointment worksheet

Information

Your input

Determine whether your organization will support an IT expert help appointment system.

Determine how many locations for which you plan to support appointment scheduling.   This number will determine how many calendars you set up. 

Recommendation: Minimum of one calendar per location

__________________________________________________________________

Decide whether appointments will be provided in person or virtually, through instant messaging or phone calls.

Determine how many staff members are available for BMC MyIT appointments at each location.

If you have a dedicated team supporting appointment scheduling, determine the size of that team.

Determine how support schedules will be assigned to your support staff.

What is the time period in which users can set up BMC MyIT appointments for each calendar?

Example: 8 A.M. to 5 P.M.

What exceptions to the regular schedule should be noted for each calendar?

Example: Holidays and vacation time might impact the number of staff available for appointments.

How long should an appointment last?

Example: 45 minutes

What should the interval (slot length) be between the start of each appointment?

Example:  60 minutes. If the appointment is scheduled for 45 minutes, a 60-minute slot provides a 15-minute buffer before the next appointment.

Location information

So that BMC MyIT users can easily find sites in an unfamiliar city and view floor maps and assets when they arrive, you should add accurate, up-to-date information to the Location Management console of BMC MyIT.

Location management worksheet

Information

Your input

Determine which sites you will include in BMC MyIT.

__________________________________________________________________

Set up a CSV file with addresses and other information about your sites to import into BMC MyIT.

Ensure that each site has floor maps for each floor, and verify that the floor maps are in a compatible format.

Supported locations should have high-resolution floor maps. Floor maps should be in a standard image format, such as PNG or JPG, and have a resolution of, or similar to, 2475 x 1900.

Determine assets that you will mark for each floor of each site.

Example: Conference rooms, kitchens, and elevators

Determine if location assets will be associated with particular Service Requests. 

Maps license information. See Enabling a maps license.

API: Google or Tencents

GOOGLE MAPS API KEY:
GOOGLE MAPS API CLIENT ID:
GOOGLE MAPS CLIENT ENCRYPTION KEY:

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