Space banner

 

This documentation supports the 19.08 version of Remedy IT Service Management Suite.

To view an earlier version, select the version from the Product version menu.

Best practice use case: Using model data to quickly load Foundation data

As a new BMC Remedy customer, you can use model data in the Onboarding wizard to quickly load Foundation data. It also provides an example of how to use the sample data spreadsheets that are provided by BMC. Model data is a pre-defined set of typical data, which is based on ITIL best practices. You can use this model data to seed your new installation with data types that you might not currently have. Using model data to seed your system greatly reduces the amount of time needed for your organization to realize value from the new system.

BMC provides sample data spreadsheets, which are used in conjunction with the model data and can be used as examples to help you fill out your template spreadsheets. Column headings in the spreadsheets provide instructions for completing columns.

You can access and download the required spreadsheets from the Spreadsheet Management window. For detailed procedure, see Locating and managing the dataload spreadsheets.

Important

If sample data is imported during installation, validation errors will occur if you attempt to activate the sample data provided.

Before you begin

You should be familiar with the following Foundation information:

Company

A company is a primary data structure in the Foundation.

The following table shows examples of two of the company types supported by BMC Remedy ITSM that apply to this use case.

Company typeDescription
Operating companyAn internal company or business unit for which you provide services
ManufacturerA company that manufactures a product identified in the Product Catalog

For more information, see the company and company types information provided in Foundation objects.

BMC provides model data in the Model_Data_Company.xlsm template spreadsheet.

BMC also provides sample location data for companies in the Onboarding_Sample_Data_Location.xlsm template spreadsheet.

Organization

The organizational structure describes the organizations and departments within a company.

BMC provides sample organization data in the Onboarding_Sample_Data_Organization.xlsm template spreadsheet.

Support groups

Support groups are used to define groupings of support staff, based on their skills. Service management requests such as incidents, problems, and change requests are assigned to a support group and, during the life of the request, are sometimes referred from one support group to another.

  • The support structure can differ from the organization structure.
  • A support staff member can belong to many support groups.
  • Vendor support groups can be defined to support external assignment of requests.
  • The Support Group role must be specified for information only; there is no associated workflow.

For more information, see Creating support groups.

BMC provides model data for support groups in the Model_Data_SupportGroup.xlsm template spreadsheet.

When you are creating support groups data, only the Support Organization and Support Group Name columns in the spreadsheet are required. 

People templates

A people template is a representation of a person whereby a common set of people attributes or fields are used to create people records. The templates provide the ability to create people records with common sets of permissions, support groups, and functional roles.

The BMC Remedy ITSM installation includes standard people templates and you can create custom templates. For more information, see Adding people records from a template.

When using people templates, you should be familiar with the information provided at Permissions groups and application access.

BMC provides model data for people templates in the Model_Data_PeopleTemplate.xlsm template spreadsheet.

People

People can be defined as support and non-support staff.

Support staff are typical users of the application. They require a login ID, application permissions, and BMC Remedy AR System licenses, and they must belong to at least one support group.

Non-support users are all other people that work for your company who would require services from your support groups.

Permissions and functional roles determine what people information can be viewed or modified by different users. For example, if you have the Contact People Admin permissions, you can change a person's company or contact information, but not that person's support group association.

Permissions groups are used to grant users access to applications, modules, and sub-components in the BMC Remedy ITSM Suite. An individual can be assigned to one or multiple permission groups.

BMC provides sample people data in the Onboarding_Sample_Data_People.xlsm template spreadsheet.

Operational catalogs

The operational catalog is defined by using a three-tiered structure, which represents a repository of operational services that can be performed against configuration items within a given process. For more information, see Working with operational catalogs.

BMC provides model data for operational catalogs in the Model_Data_OperationalCatalog.xlsm template spreadsheet.

Product catalog

Product catalog information is used to create and maintain a database of products for a given company. Product catalog information is optionally configured with either Config Categorization Admin or Config Categorization User permissions. For more information, see Working with product catalog information and Product categorization structure.

BMC provides model data for the product catalog in the Model_Data_ProductCatalog.xlsm template spreadsheet.

Assignment routing

You can configure assignment routing so that the system automatically assigns records, such as investigations or change requests, to the appropriate support group. For more information, see Creating assignment routing in a standard configuration.

BMC provides model data for assignment routing in the Model_Data_Assignment.xlsm template spreadsheet.

You should also be aware of the following spreadsheet instructions, which appear on the first tab of each spreadsheet.

Note that data you enter in one spreadsheet can depend on data that is either entered on another spreadsheet or already loaded in the system.

Model data

This section explains how you should use the provided model data and describes the relationships between data types found in different model data spreadsheets.

Important

If you are performing an import of the model data and you use BMC Remedy ITSM but you do not use BMC Service Request Management, you must remove the records related to BMC Service Request Management from the people template model data spreadsheet (Model_Data_PeopleTemplate.xlsm).

Company

The model data provided by BMC in the Model_Data_Company.xlsm template spreadsheet includes a standardized list of common manufacturers, which are also referenced in the product catalog model data. Company data does not have dependencies on other data.

Best Practice

We recommend that when you are using the Onboarding wizard guided mode to import model data, you do not import more than one operating company.

Support groups

BMC provides support groups model data in the Model_Data_SupportGroup.xlsm template spreadsheet for various support groups; for example, Business Intelligence, Database Support, Middleware, and Helpdesk. These support groups are referenced by assignment data found in the Model_Data_Assignment.xlsm spreadsheet. They define the groups that are associated with people templates in Model_Data_PeopleTemplate.xlsm, and can also be referenced when you use the Onboarding_Sample_People.xlsm spreadsheet to create your own people records.

People templates

BMC provides the following model data in the Model_Data_PeopleTemplate.xlsm template spreadsheet:

  • People template names
  • Permission groups
  • Support group associations (The Support Organization field must match an organization already created or loaded from Model_Data_SupportGroup.xlsm and the Support Group field must match a support group already created or loaded from Model_Data_SupportGroup.xlsm.)
  • Functional roles (The Support Organization field must match an organization already created or loaded from Model_Data_SupportGroup.xlsm and the Support Group field must match a support group already created or loaded from Model_Data_SupportGroup.xlsm.)

For more information about functional roles, see Functional roles and extended application access.

The permission groups, support groups, and functional roles for each people template in the model data are mapped to the BMC Service Management Process Model (SMPM) roles. For example, the Incident Management – On-Duty Manager template has the Incident User, Problem Viewer, and Infrastructure Change Viewer permission groups. In addition, it will associate the user with the Helpdesk support group (which exists in the model data for support group) and the user will be assigned the Incident Manager functional role.

For information about user roles and how user roles map to permission groups, see:
How roles map to permission groups.   

For information about typical permissions combinations used by SMPM, see Typical permissions combination setups.

For more information about SMPM roles, see:

  • Mapping Incident Management permission groups to BMC Service Management Process Model roles
  • Mapping Problem Management permission roles to BMC Service Management Process Model roles
  • Mapping Change Management permission roles to BMC Service Management Process Model roles 

Operational catalogs

Only the Categorization Tier 1 column in the Model_Data_OperationalCatalog.xlsm is required. By default, the operational catalogs will only be associated to the onboarding company (for example, BMC Onboarding Inc.) unless the Map to Global flag is set to 0.

The operational catalog data does not have dependencies on other data.

Product catalog

The product catalog model data in Model_Data_ProductCatalog.xlsm provides, for example, data for commonly used operating systems, applications, hardware components, servers, and networking components.

The manufacturers specified in the product catalog must exist as manufacturing companies, as specified in the Model_Data_Company.xlsm spreadsheet.

The product catalog model data is referenced in the model data for assignment records. If the Product Name is specified, the Manufacturer field must be specified as well and the other way around. The Product Catalog model data references the Company model data and will encounter validation errors if the Company model data is not imported as well.

By default, the product catalogs will only be associated to the onboarding company (for example, BMC Onboarding Inc) unless the Map to Global flag is set to 0.

Assignment routing

BMC provides the assignment routing model data in the Model_Data_Assignment.xlsm template spreadsheet. This spreadsheet has dependencies on the following other onboarding spreadsheets:

  • Onboarding_Sample_Data_Organization.xlsm
  • Onboarding_Sample_Data_Location.xlsm
  • Model_Data_SupportGroup.xlsm
  • Model_Data_OperationalCatalog.xlsm
  • Model_Data_ProductCatalog.xlsm

If the columns in Model_Data_Assignment.xlsm related to organization, location, support groups, operational catalogs, and product catalog contain data, that data must already exist in the system or it must be loaded at the same time as assignment.

Assignment routing records can be defined for each application and there may be several for each application depending upon which application roles are supported.

Sample data

BMC provides a set of sample locations, organizations, and people for an example company called BMC Onboarding Inc. in sample spreadsheets. You can use these spreadsheets as guide for creating your own spreadsheets. If you import the sample data, it will be associated with BMC Onboarding Inc.

Organization

BMC provides sample organization records in Onboarding_Sample_Data_Organization.xlsm. This spreadsheet does not have dependencies on other data.

Organization data is referenced within the Onboarding_Sample_People.xlsm spreadsheet and within the Model_Data_Assignment.xlsm spreadsheet. Ensure that any references within either Onboarding_Sample_People.xlsm or Model_Data_Assignment.xlsm spreadsheets have corresponding entries within the organizational data in the Onboarding_Sample_Data_Organization.xlsm spreadsheet.

Location

BMC provides sample location records in Onboarding_Sample_Data_Location.xlsm. This spreadsheet does not have dependencies on other data.

Location data is referenced within the Onboarding_Sample_People.xlsm spreadsheet and within the Model_Data_Assignment.xlsm spreadsheet. Ensure that any references within either Onboarding_Sample_People.xlsm or Model_Data_Assignment.xlsm spreadsheets have corresponding entries within the location data in the Onboarding_Sample_Data_Location.xlsm spreadsheet.

People

BMC provides sample people records in Onboarding_Sample_People.xlsm.

A fixed license is reserved for a specific user while multiple users can use a floating license one user at a time. For information about fixed and floating licenses, see License types for users to access BMC Remedy AR System server

The values specified in the people sample data must exist in your organization, locations, and support group spreadsheets.

The people spreadsheet is used to load both support and non-support users.

In the case of support users, the Login ID and License Type fields are required and one of the following must be true:

  • The Template Name field is null for a given person and the Additional Support Group Association tab is completed with relevant information (where the support groups exist in the support group model data).
  • The Template Name field is completed with a valid template found in the Model_Data_PeopleTemplate.xlsm spreadsheet.

In the case of non-support users, the Login ID and License Type fields are not required and one of the following must be true:

  • The Template Name field is null for a given person and the Additional Support Group Association tab is completed with relevant information (where the support groups exist in the support group model data).
  • The Template Name field is completed with a valid template found in the Model_Data_PeopleTemplate.xlsm spreadsheet.

The Template Name column references the people templates specified in Model_Data_PeopleTemplate.xlsm. For example, in the Onboarding_Sample_People.xlsm sample spreadsheet, the user Allen has Incident Management – On-Duty Manager specified in the Template Name column. Therefore, when Allen logs on to BMC Remedy applications, he will have permissions from the Incident User, Problem Viewer, and Infrastructure Change Viewer permissions groups. In addition, he will be associated to the Helpdesk support group and will be assigned the Incident Manager functional role.

You can use the Additional Support Groups and Additional Functional Roles tabs to specify more support groups and functional roles for each user (based on their Login ID) that are not already defined in the people template you are using. These tabs are optional. If used, the support groups must already exist in the system or will be loaded using Step 4: Support Groups of the Onboarding wizard. When adding additional functional roles, you must complete the information in both the Additional Functional Roles tab and supply a support group reference in the Additional Support Groups tab.

Example: Loading the sample data and model data using the Onboarding wizard

The Onboarding wizard steps you through the process of onboarding data. The following Phase 1 steps provide an example of how to load Foundation data using the guided mode in the Onboarding wizard. The following Phase 1 steps provide an example of how to load Foundation data into the staging forms using model data and sample data.

If you are not going to use the sample data provided in any of the sample spreadsheets, refer to the model data and sample data information provided in this topic for instructions on how to set up your data.

Important

If you are using the model data for production and decide to update it prior to promotion, you may need to update any data that is referencing it. This applies to all of the following Onboarding wizard steps.


    1. From the Onboarding wizard, select Guide me to onboard complete data for a single company.
    2. Create an operating company manually using the Onboarding wizard. For this example, BMC uses BMC Onboarding Inc.

    3. For the Type field, select Operating Company.

    4. Click Save.

    5. Click the arrow next to Create data Manually and select the paper clip icon .

    6. Click Use provided model data in the Onboarding wizard and click Import to import model data from the standardized list of well-known manufacturers in the Model_Data_Company.xlsm spreadsheet. In this example, the Company is called BMC Onboarding Inc.

    7. After the data is imported, click Next.
    1. Select BMC Onboarding Inc from the Select onboarding company drop-down pop-up menu.
    2. Click Select/Create.
    3. Fill in the Onboarding_Sample_Organization.xlsm template spreadsheet with the appropriate organization and departments that will be tied your company.
    4. Save the spreadsheet on a local drive.
    5. Click the Attach my spreadsheet link, select the Onboarding_Sample_Organization.xlsm file that was previously saved, and import the spreadsheet by clicking Import. This data will be referenced when defining people (Step 6) and assignment (Step 9) records.
    6. Click Next.
    1. Fill in the Onboarding_Sample_Location.xlsm template spreadsheet with the appropriate sites that will be tied to your company. Regions and site groups are not required but will help in organizing your sites.
    2. Save the spreadsheet on a local drive.
    3. Click the Attach my spreadsheet link, select the Onboarding_Sample_Location.xlsm file that was previously saved, and import the spreadsheet by clicking Import. This data will be referenced when defining people and assignment records.
    4. Click Next.
    1. From the Onboarding wizard, click Use provided model data
    2. Click Import to import the data from the Model_Data_Support_Group.xlsm spreadsheet.
    3. Click Next.
    1. From the Onboarding wizard, click Use provided model data
    2. Click Import to import the data from the Model_Data_People_Template.xlsm spreadsheet.

    3. Click Next.

    1. Fill in the Onboarding_Sample_People.xlsm sample spreadsheet.
    2. Save the spreadsheet on a local drive.
    3. Click the Attach my spreadsheet link, select the Onboarding_Sample_People.xlsm file that was previously saved, and import the spreadsheet by clicking Import.
    4. Click Next.
    1. From the Onboarding wizard, click Use provided model data
    2. Click Import to import the data from the Model_Data_OperationalCatalog.xlsm spreadsheet.

    3. Click Next.
    1. From the Onboarding wizard, click Use provided model data
    2. Click Import to import the data from the Model_Data_ProductCatalog.xlsm spreadsheet.

    3. Click Next.

    1. From the Onboarding wizard, click Use provided model data
    2. Click Import to import the data from the Model_Data_Assignment.xlsm spreadsheet.

    3. Click Next.

    The Onboarding wizard asks if you want to promote the data either manually or automatically.

    1. For this use case example, select the Manually confirm all data is valid before creating it as production data radio button and click Review and Activate. This action opens the Data Visualizer.

    2. In Data Visualizer, the Organizational Structures column is open by default. To expand other columns, click the arrow on the column panel. Review the data to ensure that it is correct. If you find a problem with a record, double-click the record to open the data-editing window. Correct the problem, then click Save to close the window.

    3. Click Validate. The Onboarding wizard runs the validation tests, but does not promote any data until you tell it to. If the Activation screen shows that there are no data exceptions, click Promote to promote the data to the production forms and finish the job. If the Activation screen shows that there are exceptions, you must perform exception handling. To address exceptions, see the information provided in Exception handling.

    4. After you have addressed any exceptions, click Promote to promote the remaining data.
    Was this page helpful? Yes No Submitting... Thank you

    Comments