This documentation supports the 9.1 version of Service Request Management.

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

Getting started with creating services

This topic describes the end-to-end process for setting up the BMC Service Request Management system. This involves setting up a catalog of requestable service offerings from which your users can select and submit a service request. Examples of services requests include reporting issues with IT systems, requesting changes to employee data, and onboarding new employees.

Tip

When you are ready to start creating services, review the information in Guidelines for designing services.

Before you begin

Make sure that you have completed all of the configuration steps required for the application, as described in Configuring after installation.

Analyze

Before you begin using the application, ask yourself what services users will be requesting. In BMC Service Request Management, these services are defined in service request definitions (SRDs).

You might start by listing all the user requests your company might have, and then organize the user requests into categories. For example, an IT category might include a service for setting up a new employee's computer, phone, and email; a Facilities category might include a service for moving an office or replacing a broken light bulb.

You also need to analyze your processes and roles. For example, do certain kinds of requests require approvals? From whom? Are certain kinds of requests handled by a specific support group?

For more information, see What is BMC Service Request Management? .

Set up user roles and permissions

You must set up users, and assign these users to the appropriate permissions and functional roles. You can also associate them with the appropriate support groups, if necessary. BMC Service Request Management includes some predefined roles. Additionally, set up permissions for users and groups to ensure that the appropriate people have access to the forms. 

You must also set up approvers in the People form. Setting up approvers allows service request definitions (SRDs) to be approved before they are made available to users on the Request Entry console. After approvers are set up, you can also set up an approval process for service requests submitted by users.

For more information, see the following topics:

Configure navigational categories

You must configure the navigation categories for the services that you want to provide. Users can browse these categories when searching for requests. The categories can also be used to route the assignment of support staff for the request.

For more information, see Configuring navigational categories.

Create building blocks for the request fulfillment process (templates and AOTs)

The building blocks of the fulfillment process are application templates and application object templates (AOTs). Application templates are also known as application fulfillment templates because you create them from the underlying applications that fulfill their tasks. For example, you can create: 

  • Work order templates with the BMC Work Order Management application
  • Change templates with the BMC Change Management application
  • Incident templates with the BMC Incident Management application

An AOT defines a process step within a PDT. In an AOT, you can specify an application template to pre-populate fields in the fulfillment record when a request is created.

For more information, see the following topics:

  • Creating templates (BMC Remedy ITSM documentation)

Define fulfillment processes (PDTs)

You define fulfillment processes by creating process definition templates (PDTs). A PDT defines one or more processes, and must contain at least one AOT. Each AOT defines a process step

You can consolidate multiple processes into a single SRD to facilitate fulfilling and tracking the request. For example, when you create a request for onboarding new employees, you can build processes to trigger fulfillment of services by multiple groups within your organization, such as IT, human resources, facilities, security, finance, and training. 

You can define multiple steps for a process. For example, when you create a facilities request offering for changing employee cubicles, you can define questions to gather information such as:

  • Requester's name, contact information, and current location
  • Location of the new cubicle
  • Configuration of the new cubicle
  • Required height for the desk
  • Number of chairs

You then map this information to the process that creates a change management record for fulfillment. 

To fulfill the request, you can define processes for:

  • Setting up and configuring the new cubicle
  • Ordering the desk
  • Ordering the chairs

Each process can be further broken down into smaller steps. For example, the process of ordering a new desk might involve:

  • Contacting the vendor to order the desk
  • Creating the purchase order

For more information, see Creating process definition templates.

Create requestable services (SRDs)

Use the Service Catalog Manager Console to define requestable services (service request definitions, or SRDs). An SRD might include questions that users must answer when they request that service. Data collected in the request can be used to help drive the fulfillment process.

For more information, see Creating service request definitions: Basic configuration.

Optional tasks

You can complete any of the following optional tasks:

Optional task Description For more information
Configure approval processes

You can choose require approvals for new and updated SRDs. You can also optionally require approvals for service requests based on various factors, such as the cost.

BMC Service Request Management includes default approval processes that you can choose, such as Manager approval for a service request. You can also define your own custom approval processes. You map the approval processes to individuals and groups for an organization.

Configuring approvals for SRDs and requests
Configure automatic assignment You can automatically route requests and work orders to the appropriate support group, for example, based on the requester's location. Configuring work assignments
Configure entitlement to SRDs You can determine access to SRDs by using rules that match user characteristics, such as location, with SRD characteristics, such as category. Configuring entitlement
Configure on-behalf-of (OBO) definition rules Use OBO rules to define who is authorized to submit requests on behalf of other users. Creating on-behalf-of definition rules
Configure service targets for SRDs If BMC Service Level Management is installed, you can set service goals and monitor your service requests to make sure you are meeting those goals.  Defining service targets for an SRD
Configure surveys Set up surveys for your end users to help evaluate the effectiveness of services.  Setting up surveys and viewing results
Configure the Request Entry console Configure the overall appearance of the Request Entry console. Working with the Request Entry console
Localize services To localize services, you must localize all components, such as AOTs, PDTs, and SRDs, separately. Internationalization and localization

What users see

Users do not see all of the back-end processes that you configured — application templates, AOTs, PDTs, and SRDs. They simply see a catalog of services that they can use to submit a service request. BMC Service Request Management makes it simple for users to request a service or report a problem. Then, all of the objects that you configured help the back-end team approve, track, and fulfill the request.

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