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.

Understanding BMC Remedy ITSM Process Designer

BMC Remedy ITSM Process Designer is a tool that you can use to build and implement processes for requests such as change and service requests. BMC Remedy ITSM Process Designer contains the following components:

Important

 BMC Remedy ITSM Process Designer client supports only the English locale.

The following information is provided in this topic:

Important Process Designer functionality

BMC Remedy ITSM Process Designer provides a graphical interface for building processes that can be executed within BMC Remedy ITSM applications based on tasks, dependencies, decisions, and rules, without the need to develop new applications, customize existing applications, or customize or update multiple complex templates. BMC Remedy ITSM Process Designer is useful for systems that require multiple different processes and tasks depending on the type of request. It provides a graphical user interface for building processes that can be executed within BMC Remedy ITSM applications based on tasks, dependencies, decisions, and rules without the need to develop new applications, customize existing applications, or customize or update multiple complex templates. BMC Remedy ITSM Process Designer is useful for systems that require various multiple processes and tasks depending on the type of request. Every process of Process Designer belongs to an ITSM company. When you connect to the client you can only see processes that belong to your own company (unless you are a Remedy Administrator).

BMC Remedy ITSM Process Designer also provides the following functionality:

  • A Process Tracker to view the status and history of each instance of the process
  • Release management with full auditing and rollback capability
  • Decision tree support and a data entry wizard
  • Full integration with the out-of-the-box BMC Remedy ITSM applications and custom-built applications
  • Import and export capability for migrating processes between servers

Using BMC Remedy ITSM Process Designer with BMC Remedy ITSM provides the following benefits:

  • Processes that fit your business — You can design and implement processes that fit your business without having to customize the existing out-of-the-box applications.
  • Understand and review the processes easily — You use the graphical format to build and review processes in exactly the way that they are implemented.
  • Faster deployment at lower cost — You can use a simple graphical interface to implement processes without having to customize BMC Remedy ITSM applications.
  • Reduced support and upgrade costs — BMC Remedy ITSM Process Designer helps reduce time and effort to support the BMC Remedy ITSM applications because no additional development or customization is needed.
  • Streamlined processes — BMC Remedy ITSM Process Designer enables automation of processes by implementing automated actions and approvals.
  • Adherence to management, compliance, and audit requirements — The Process Diagram and Process Tracker provide a diagrammatic view of the process and its current status, and a historical flow of every transaction through the process.
  • Simplified user interface — You can build decision trees quickly to provide a simplified user interface for the data required to support processes.
  • Automated, built-in version control — Processes are automatically version-stamped, which enables you to easily roll back to or report usage of earlier versions.

Process Designer may not offer a lot of cost savings over PDT/AOT approach for very simple fulfillment processes (for example, creating single incident), but you may build complex fulfillment processes in future or start using Process Designer for other ITSM workflows. Therefore, there is no need for you to learn any other tool.

You can use Process Designer with Remedy on Demand.

Features

BMC Remedy ITSM Process Designer consists of the following features:

  • Version control
  • Process automation

Users of Process Designer

The user of Process Designers are usually Business Administrators or Process Designers for initial process construction, supplemented by BMC Remedy Administrators to review, augment and deploy. To use Process Designer, you must to be a member of the Process Designer Administrator group.

Benefits of Process Designer

The Process Designer application has the following benefits:

  • Processes that suit your business: You can design and implement processes that suit your business needs without having to customize existing out-of-the-box applications.
  • Understand and review the processes easily: You can use a graphical format to build and review processes in exactly the way that they are implemented.
  • Faster deployment at lower cost: You can use a simple graphical interface to implement processes without having to customize BMC Remedy ITSM applications.
  • Reduced support and upgrade costs: BMC Remedy ITSM Process Designer helps reduce time and effort to support the BMC Remedy ITSM applications because no additional development or customization is required.
  • Streamlined processes: BMC Remedy ITSM Process Designer enables automation of processes by implementing automated actions and approvals.
  • Adherence to management, compliance, and audit requirements: The Process Diagram and Process Tracker provide a diagrammatic view of the process and its current status, and a historical flow of every transaction through the process.
  • Simplified user interface: You can build decision trees quickly to provide a simplified user interface for the data required to support processes.
  • Automated, built-in version control: Processes are automatically version-stamped, which enables you to easily roll back to or report usage of earlier versions
  • Higher business flexibility
  • Increase user productivity
  • Reduced user training costs
  • Increased process conformance, auditability and governance
  • Graphical Process builder
  • Automated implementation of processes in Remedy
  • Support for multi-tenancy and localization
  • Process Version control (including rollback capability)
  • End user process navigator
  • Graphical process tracking

BMC Remedy ITSM Process Designer uses version numbers to provide configuration management of processes. Every process template is automatically assigned a unique version number, which helps you to restore to earlier versions of the template when you perform testing.

Process automation

BMC Remedy ITSM Process Designer provides full automation of service management processes, which helps eliminate the overhead of manual work and improve the efficiency and accuracy of component activities. You can define business rules in BMC Remedy ITSM Process Designer that are required to automate each step in an individual process. BMC Remedy ITSM applications interpret these business rules at runtime and use them to automatically process each step without the need for manual intervention.

You can automate a chain of process steps that ultimately can automate the complete process, letting the users manage exceptions and nonstandard requests.

Process Designer documentation

Current customers of BMC Remedy ITSM Process Designer can use the information in the following table to locate content in the online documentation that was previously provided in PDF format. In many cases, the content has been distributed among several sections in the BMC Remedy IT Service Management space, depending on the task being performed.

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