This documentation supports the 9.1 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Service Asset Lifecycle 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 Asset Lifecycle use case is to illustrate how procurement requests are initiated and managed through fulfillment.



This use case has the following steps:


  1. The configuration administrator (asset manager) defines standard configurations for issued equipment. For example, the configuration administrator defines a "Standard Sales Laptop Configuration" as being comprised of a laptop, power supply, case, and external hard drive.
  2. A license has been set up for Microsoft Project. Copies of the license are available from the inventory. Software License Management can be employed to ensure software license compliance.
  3. The end user accesses self service through the BMC Service Request Management interface and requests a Standard Sales Laptop Configuration pack and a copy of Microsoft Project.
  4. BMC Service Request Management creates the purchase request and reserves a copy of Microsoft Project from the pool of available licenses.
  5. The configuration administrator reviews the purchase request and creates a purchase order for the laptop and accessories.
  6. On receipt of the purchase, the configuration administrator logs into the Receiving Console and marks the items as received. BMC Asset Management automatically generates a new CI for the laptop request.
  7. The configuration administrator creates a change request for the build and handover of the laptop and the installation of Microsoft Project, which is completed once the user's laptop is installed.
  8. After the laptop is installed, BMC BladeLogic Client Automation or a third-party discovery tool (like Microsoft System Center Configuration Manager) enriches BMC Atrium CMDB with additional details concerning the new laptop.

Related topics

Service Desk Optimization use case

Change Lifecycle Automation use case

Release Lifecycle Automation use case

BMC Asset Management user scenarios

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Leonard Warren

    The diagram on this display needs the following considerations: 1. Purchase Requisition is ignore but the Receiving Console is there. The Service Request follows the Purchase Request Fulfillment but does not expand upon using the Purchase Requisition to submit the PR and PO. Recommend placing the Purchase Requisition from the Asset Management symbol, link it to the Receiving Console, then keep the Receiving Console link to the AM Console. 2. Missing Incident and Problem Management which is a major player with CIs are broken. Plus where is the Outage Report - I deal with customers who do even know about the Outage Report capabilities. 3. The CI icon should be part of the BMC Atrium CMDB as this is where the CIs are stored. 4. There is not a return arrow to the End User on when the request has been completed..

    Jan 05, 2018 07:08
    1. Jyoti Nerkar

      Thanks, Leonard for your comment. The diagram is supported with related steps. Step # 5 explains about purchase requisition and purchase order. However, the details use cases are covered in individual modules of IT service management like Change Lifecycle automation use case or Asset management user scenarios. For this, I have included the related topics section that covers all the related use cases.


      Sep 05, 2019 03:05
  2. Leonard Warren

    Nr. 6 can be confusing. It states, "On receipt of the purchase, the configuration administrator logs into the Receiving Console and marks the items as received. BMC Asset Management automatically generates a new CI for the laptop request." However, when the Receiving Console action is set to Received, the CI is automatically generated within the CMDB as Ordered State. It used to be set to Deployed, then was changed in v8.1 to Ordered.

    Jan 05, 2018 07:11
    1. Jyoti Nerkar

      This information is covered in the Change Lifecycle Automation use case topic which is included as a Related topic, now.

      "Tasks can include activities to update the CMDB or Asset attributes through BMC Asset Management."

      Sep 05, 2019 03:06
  3. Leonard Warren

    Suggest adding a statement to item 7 where the Change Manager must locate the newly created CI to update the information with the Serial Number, Tag Number, or whatever the Atrium Integrator will use to match up with the discovered product. Without this step, you will have two entries for the same CI.

    Jan 05, 2018 07:13
    1. Jyoti Nerkar

      This information is covered in the Change Lifecycle Automation use case topic which is included as a Related topic, now.

      Sep 05, 2019 03:08