Facilitating and documenting BMC Remedy Service Desk-initiated changes
In the IT environment of most large enterprises, general change requests such as provisioning a new server are often initiated by BMC Remedy Service Desk. The network group is required to make a network change to provision the server onto the network. When the Service Desk user submits a network change request through BMC Remedy, it appears in the BMC Network Automation BMC Remedy Inbox where the network engineer can create a job to service the request. The job contains the actions required to support the change request, such as provisioning the switch port for the server.
After the job completes, the BMC Remedy change task is closed. The BMC Remedy Service Desk user can then launch the Job Details report from the network task to verify the change actions. From the BMC Atrium CMDB CI Relationship Viewer, a BMC Remedy Service Desk user can also view the Change Summary report by CI to show a switch port was configured.
Key benefits
The main benefit of this solution capability is to enforce continuous compliance and to reduce the risk of unauthorized and unplanned changes through documented and enforced change tracking.
To facilitate BMC Remedy Service Desk-initiated changes
The following table provides a high-level view of the tasks required to implement the use case, with links to the BMC Software documents containing the task details.
Step | Product involved | Description and references |
|---|---|---|
Step 1: Create change ticket | BMC Remedy Change Management |
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Step 2: Enter change details | BMC Remedy Change Management | The BMC Remedy user enters additional data in the Task Summary explaining the details of the change. |
Step 3: Complete the change ticket | BMC Remedy Change Management | The BMC Remedy user progresses the network change ticket through the approvals to the Scheduled state. |
Step 4: View the request | BMC Network Automation | The BMC Remedy network change request then is displayed in the BMC Network Automation Remedy Inbox.The Task Summary entered by the BMC Remedy user is displayed in the Description field, to provide guidance to the network engineer. |
Step 5: Add the Job | BMC Network Automation | The network engineer clicks on the BMC Remedy change request entry to launch an Add Job window. The system automatically assigns the BMC Remedy change ID and task ID to the job. The Comments section is filled in with the Task Summary for tracking. |
Step 6: View the change details | BMC Remedy Change Management | The job runs. After the job completes, the system updates the BMC Remedy network task to a status of Closed. The BMC Remedy user can view the change details by selecting the Launch button on the Remedy network task. |