Self-service request management

This topic contains a scenario in which a user enters a service request at a self-service web interface; the request is seamlessly passed to the appropriate back-office fulfillment application, which leverages the discovered IT infrastructure data and established processes; the request is fulfilled using established processes; the request is resolved; and the user is notified.

Prerequisites

• BMC Service Level Management and BMC Identity Management are integrated.
• A process definition template is configured in BMC Service Request Management to create a change request.
• A process definition template is configured in BMC Service Request Management to reset the password in BMC Identity Management.

Data prerequisite

A discovery product discovers CIs, populates them in the CMDB, and reconciles into BMC.ASSET.

Technical use case

1. A user reviews available services in the Service Catalog in the Self Service Interface of BMC Service Request Management and creates a request.
2. BMC Service Request Management processes the request by matching a service request definition with a process definition template and creates an incident or change request. A service target time has also been configured for the change request.
3. Based on the task template, either an automated or manual task is created.
4. The user checks the status of the request in BMC Service Request Management and sees that the request is awaiting approval.
5. For change requests, IT goes through the change approval process and implements the change. For automated tasks (such as resetting a password), the task is initiated and performed automatically.
6. The service request is updated as Resolved.
7. BMC Service Request Management updates the service request view with the change and the results of the service target.