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Service Catalog and Request Management use case

Each use case has a Universal Modeling Language (UML) robustness diagram associated with it. A robustness diagram depicts the core components of a system and how the components communicate or collaborate with one another to satisfy a use case. Arrows between the components indicate the flow of information between the components.

The following symbols are used:

Symbol

Meaning

Actor — User role that interacts with a component in the system

Boundary — Component that represents an interface with which Actors interact

Entity — Domain objects within the system that typically present a persisted state of that object

Control — Components that connect Boundary and Entity components and implement some logic to manage the interaction between them

The goals of this use case are to illustrate how:

  • Self service initiates a service request through the Service Catalog
  • BMC Service Request Management automates the connection of service requests to back-office fulfillment

This use case has the following steps:

  1. The end user accesses self service through the BMC Service Request Management interface. The user browses the service catalog for service offerings that can be requested. The user can also access information from the knowledge database.
  2. After the user selects a service request offering from the service catalog, the interaction workflow steps the user through a series of panels or questions that retrieve more information from the user.
  3. Advanced interface forms (AIFs) can be configured by administrators to retrieve information from integrated data sources.
  4. After all user information has been collected, the service request is submitted and the service fulfillment engine starts the processing. BMC Service Request Management can be configured to connect to a variety of back-end fulfillment systems through its fulfillment engine. For more details, see  BMC Service Request Management architecture .
  5. BMC Service Request Management workflow invokes and coordinates back-end processes such as the Incident Management feature of BMC Service Desk, BMC Change Management, and TrueSight Orchestration workflow, which may integrate with other applications such as BMC BladeLogic.
  6. The end user monitors the status of the overall service request through the self service interface. BMC Service Level Management also monitors the status of the overall service request.
  7. When all back-end processes complete their activities, the service fulfillment completes the service request.

Related Topic

Integration between SRM and BAO

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