BMC Service Desk Automation run book

BMC Service Desk Automation run book enables you to automate fulfillment of service requests, incidents, change, or work orders requested by the end users from a service desk application.

A service desk administrator can automate commonly recurring service requests, which are currently handled manually and can be automated to expedite the fulfillment of the service with a record of the ticket created in the form of a change, incident, or a work order. The goal of the run book is to reduce the costs associated with service desk engineers manually responding to common requests that have known, well-documented procedures for handling them.

The BMC Service Desk Automation run book supports automating the service offerings in BMC Service Request Management and BMC MyIT. BMC Atrium Orchestrator acts as a fulfillment provider and enables the administrator to automate processing service requests. 

In this documentation, we use an example use case - Unlock Account to provide an example of how an end user request for unlocking a user account can be executed automatically with no manual intervention and with all the stages of the process tracked. You can use the example to create your own service request responses to match your requirements. 

Overview of the solution

The following graphic provides an overview of how the Service Desk Automation run book works. 

When a user requests a service either in BMC Service Request Management or BMC MyIT, based on the service request definition a change, incident, or a work order ticket is created in BMC Remedy ITSM. A notification is sent to BMC Atrium Orchestrator, which triggers appropriate workflows and invokes third-party fulfillment applications to execute the request. When the request is complete, BMC Atrium Orchestrator updates the ticket in BMC Remedy ITSM. An out of the box integration between BMC Remedy ITSM and BMC Service Request Management updates the service request and the user is notified of the completion of the service request. 

Where to go from here

Consult the following table to get started with implementing the run book.