How AR System enables business process automation


Every company, whether it makes bicycles or provides worldwide telecommunications services, has its own business needs and processes. Action Request System enables you to automate many business processes without learning a programming language or using complex development tools.

AR System is a professional development environment that leverages the recommendations of the IT Infrastructure Library (ITIL).

Using AR System, non-programmers can build powerful business workflow applications and deploy them simultaneously in web, Microsoft Windows, UNIX, and Linux environments.

Applications built with AR System can automatically track anything that is important to the processes in your enterprise. Companies use AR System applications to track such diverse items as stock trades, benefits data, inventory assets, spare parts, and fulfillment orders. With sufficient planning, even workflow-intensive procedures can be automatically maintained in an orderly manner.

How AR System helps manage a service desk

One of the most common uses of AR System is to automate internal service desks. The following example illustrates a service desk solution in which Remedy AR System solves an employee's problem.

Example

Ramona's printer would not work, so she logged on to her company's AR System service desk portal and entered information about the problem. The system automatically offered several knowledge base articles that might apply to her problem, but none resolved the issue for her.

Ramona then opened a service desk request through the portal to get further assistance from the IT department. When she entered her phone number into the blank request form on her screen, details of her configuration and location automatically appeared in the form. Ramona filled in the remaining details about her problem and submitted the request. She immediately received a message informing her that the case had been assigned to Becky.

Becky was automatically notified and used her computer to review the problem. Using her knowledge of similar problems, she fixed the printer and closed the case. Ramona was then notified that the problem was fixed.

If Ramona's problem had been an emergency that was not handled within an hour, the system would have automatically notified the appropriate support personnel and sent an email message to Ramona, informing her of the request status.

In this example, AR System automated the offer of knowledge base articles, the entry of information in the form, the assignment notification, the closure notification, and the emergency response.

A service desk application and other ready-to-use AR System applications are available from BMC and its partners (see 2023-06-05_23-34-52_Product overview). You can also create your own custom solutions.

How AR System facilitates adaptability

AR System is a simpler solution than hard-coded applications, which are typically inflexible, and development toolkits, which often require extensive technical knowledge and time to use. Instead, AR System provides a platform from which even nonprogrammers can modify ready-to-use BMC applications or create custom applications to fit their unique enterprise.

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Perhaps the best way to understand the adaptability of AR System is through an example.  

Example

Paul owns a small book store and installs AR System to help track inventory. Initially, he builds a simple application that has one form. The form collects the book title, number of copies, price, and customer rating. When his business grows and he needs to track employees, he adds a form that collects the employee number, salary, start date, training, and time card.

Next, Paul links his application to a credit/debit verification system by using the AR Systemopen API. Later, he adds an order tracking and purchasing application to automatically order items through web services. He then creates a website to enable customers to order books online, and to store their purchase history in a knowledge base. He further automates the system to provide proactive book suggestions based on the purchase history.

Using AR System to implement the book store, facilitates Paul to easily adapt and implement the changes to his business demands and expand his business.

 

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