This documentation supports the 19.02 version of Remedy IT Service Management Suite.

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Service Desk Optimization 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 goal of the Service Desk Optimization use case is to illustrate how incident requests are initiated, managed, and resolved.

This use case has the following steps:

  1. Incident requests can come directly from end users when they contact their service desk to submit a request or through automated events:
    1. Users might call the service desk directly and rely on a service desk analyst to log the incident request.
    2. Users might instead use the Requester Console provided by BMC to quickly submit incident requests on their own.
  2. The service desk analyst finds out how the user can be assisted. The service desk analyst registers the request as a new incident request. During the registration, the service desk analyst also relates the incident request to a specific Service CI (CIs are stored in BMC Atrium CMDB).
  3. The problem coordinator reviews incident requests to identify problems for the services they are responsible for (they link incident requests to problem investigations) and relates additional CIs to the problem as required.
  4. The service desk analyst completes one of the following steps:
    1. Is able to resolve the incident request and closes it
    2. Is unable to resolve the incident request, so they assign it to the most appropriate assignment group
  5. The group coordinator of the group to which the incident request has been assigned reviews it and determines if the incident needs to be resolved through a BMC Change Management process.
    1. If Change Management is required, the group coordinator assigns the incident request to the change coordinator for the concerned service.
    2. If the incident request does not require Change Management, the group coordinator assigns it to the appropriate specialist within his or her group.
  6. The specialist reviews the incident request or problem investigation record and resolves the incident.
    1. The group coordinator verifies with the user who opened an incident request that the solution is acceptable and changes the status for the incident request to Closed. The status of events in Event Management is updated when the incident is resolved. The user is notified by the Incident Management feature of BMC Service Desk that the incident is resolved.
    2. If a change request was required, and when the change request is completed, the service desk analyst receives notification that the change is complete even if the incident is already resolved.


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