Transcript ITSM Process Designer FAQs and Use Cases • Mark Herring Director Product Development.

ITSM Process Designer
FAQs and Use Cases
• Mark Herring
Director Product Development
Process Designer
 What is Process Designer ?
 A graphical process design tool for ITSM.
 Key Features
 Graphical Process builder
 Standalone or Integrated versions available
 Automated implementation of processes in Remedy
 Support for ITSM 7.6.04 & ITSM 8.0
 Support for multi-tenancy and localization
 Process Version control (including rollback capability)
 End user process navigator
 Graphical process tracking
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How to launch Process Designer
1. Login to ITSM and select Process Designer Configuration from the Process Designer menu:
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How to launch Process Designer
2. Click on the Process Designer icon on the Process Templates tab:
Note: Currently requires IE9 or Firefox to launch successfully
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Designing Processes
Integrated Release Management with
version control, full auditing and rollback
capability.
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Process Encapsulation (data capture, data
presentation, manual/automated tasks
and decisions)
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Mapping Processes to ITSM
1. Select Process Mapping Form from the Process Designer menu.
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Mapping Processes to ITSM
Enter the company,
application, process name, op
cats/prod cats and application
status.
These are used to determine
when the selected process
should run.
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Mapping Processes to SRM
Select Process name from list of
Process Templates
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User Experience – IM, CM, PM
Tasks automatically created by
Process Designer
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Process Tracker
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Example: SRM Deployment Comparison
An example based on customer feedback for Service Request Definition
Without Process Designer
With Process Designer
Simple SRD setup: 1 day
Complex SRD setup: 3-5 days
Simple SRD setup: 30 mins
Complex SRD setup: 1 – 2 hours
Activities
•Create navigational categories
•Create PDT
•Create AOTs
•Create Work Order templates
•Create CR templates
•Create SRD
•Create Q&A definitions
•Create AIFs
Activities
•Create navigational categories
•Create SRD
•Create Abydos Designer process
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Process Designer Use Cases
Service Request Management:
Any SR with complex fulfilment (IT or non-IT)
Use OOB Q&A for Data Capture, Process Designer for fulfilment OR
Use AIFs for Data Capture, Process Designer for fulfilment.
Fulfilment can be cross-ITSM:
Create Work Orders, Change Requests, Incidents etc.
Fulfilment can include Approvals:
For Ad-hoc approvals, use Designer Approval action
For Complex approvals use OOB approval config.
Fulfilment process can directly reference any field value on the SR
e.g. Use SR Type values to control process routing decisions
Fulfilment process can include loops where steps need to be
repeated
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Process Designer Use Cases
SRM Example:
SRM Q&A with
Designer for
fulfilment processing
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Process Designer Use Cases
Incident / Problem Management:
Create Problem from Multiple Incidents (auto-create a problem
record when # incidents > defined threshold for a given service.
Can map to a specific Incident type or all incidents.
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Process Designer Use Cases
Change Management Service Update
When Change Request goes to Implementation in Progress, take all
SRDs offline for the corresponding service.
Use Set Fields Action
Use Update Request Action
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Process Designer Use Cases
Service Request with Inventory Check
Can use Process Wizard for data capture
Check if the requested product item is in stock – if not then create a
purchase request with corresponding line items.
Additional products can be processed in the same way by looping
back to the first task
[See screenshot on next slide].
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Process Designer Use Cases
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Process Designer Use Cases
Change Management – Check Impact Simulator
When running through a change request, if the Impact Simulator
has not run successfully, revert the change status back to Planning.
Start at Implementation Stage
Check Impact Simulator
Result
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Non-Technical FAQs
These FAQs are intended to assist Sales personnel:
Q. Which version of ITSM can I use Process Designer with ?
A. ITSM 7.6.04 or ITSM 8.0, (RoD from ITSM 2012.02 release)
Q. Can Process Designer be used with all the ITSM apps ?
A. Yes, IM, PM, CM, SRM are the used most commonly with Designer and
these each have an automated installer.
Q. Who are the typical users of this product ?
A. Usually Business Administrators or Process Designers for initial process
construction, supplemented by BMC Remedy Administrators to review,
augment and deploy.
Q. How much does the product cost ?
A. The product is included free of charge with the ITSM 7.6.04 suite for
customers on blue pricing.
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Non-Technical FAQs
Q. What is the licensing model for this product ?
A. There is no need to provide/install any license keys – the product will run
against any licensed ITSM 7.6.04 AR server.
Q. Does Process Designer support localization
A. Yes the Designer client does support localisation but is currently only
configured for English and French. This is setup for property files for other
languages to be inserted once translations become available.
Q. Does the product support multi-tenancy ?
A. Yes every process 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).
Q. What product documentation is available ?
A. User Guide, Configuration Guide, Installation Guide, Concepts Guide,
Release Notes
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Technical FAQs
These FAQs are for intended to assist SCs and Professional Services:
Q. Do you need to install Designer on every customer server (Dev, Test, Prod) ?
A. Yes, since the product binaries are used at runtime to initiate and progress
the process.
Q. Can Process Designer be used on a server group ?
A. Yes, the server component needs to be installed on each server in the group.
Q. How do I move processes between servers ?
A. Use the Import/Export utility in the Process Designer Client, then re-create
the mappings to the SRD records on the target server.
Q. Do I have to be a Remedy Administrator to use Process Designer.
A. No but you need to be a member of the Process Designer Administrator
group.
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Technical FAQs
Q. Does Process Designer create any workflow
A. No, the interface to ITSM is completely data-driven. It utilises the ITSM task
management system (TMS), creating task records that equate to process
steps.
Q. Can this product be used to replace the Q&A/Provide Information screens
that come with SRM ?
A. No, you should still continue to use these for data capture and use Process
Designer for the back-end fulfillment.
Q. Can this product be used to replace the need for AIFs (advanced interface
forms) ?
A. No, you should still continue to use these for data capture and use Process
Designer for the back-end fulfillment
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Technical FAQs
Q. How does Process Designer implement Approvals ?
A. Process Designer uses the Approval Engine to implement approval actions in
the process. These approvals are currently limited to ad-hoc type approvals.
Q. Is it possible to use data captured during Q&A to drive/route the fulfillment
process.
A. Yes these can be read directly from the SR Type fields on the Service
Request that are populated using the Q&A Mappings on the SRD.
Q. Is it possible to have multiple approval steps in the same process ?
A. Yes you can have as many as you need but they cannot run in parallel and
they should be followed by a step with an assignment rule to check for
approval/rejection as the outcome.
Q. My customer already has some SRD’s setup, can they still use Process
Designer ?
A. Yes – they can use Process Designer for any new SRDs without conflicting
with the existing ones.
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Technical FAQs
Q. My customer is running on ITSM 7.5, can they still use Process Designer ?
A. No they would need to upgrade to ITSM 7.6.04
Q. What happens if a process is changed or deleted after it has started
executing in my Remedy application ?
A. Changing the process has no impact on existing processes that are in-flight;
they will continue thru to completion based on the version of the process
that was mapped when the request was first submitted even if the process
is deleted in the Process Designer client.
Q. Can I use multiple conditions on a dependency to control routing ?
A. No you would need to break it up into separate conditions and use a
separate dependency line for each one.
Q. Does Process Designer make use of the SLM ?
A. No but it does have its own OLAs that can be defined against individual
tasks and escalated if the defined threshold is exceeded.
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Technical FAQs
Q. Which server platforms are supported ?
A. Win 2003, Win 2008, Solaris, HP-UX, Linux
Q. Which database platforms are supported ?
A. SQL Server 2005, 2008, Oracle 10g or later
Q. Which browsers are supported ?
A. IE8*, IE9, Firefox
*Requires Process Designer patch for 8.3.2 for client launch from Mid-Tier.
Q. Can Process Designer be used with Remedy on Demand ?
A. Yes – currently going thru SMA testing, planned for ITSM 8.0
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Technical FAQs
Q. Will the Process Designer be installed as Overlay on top of ITSM applications
or in base mode?
A. You can chose if you want to install Process Designer using Best Practice
mode or Base Development mode (see options when running PDICT)
Q. What will happen to Processes, which I implemented using the Process
Designer, when I upgrade my ITSM suite to new version?
A. Nothing since the processes are stored in separate Remedy forms. If you are
installing on a new server simply export the processes from the old server
using the Process Designer client and then Import onto the new server.
Q. How are Task records used with Process Designer when implemented with
SRM ?
A. The task records are back-end records used to control the process routing
and implementation. End-users and administrators should not need to be
exposed or interact with these records directly.
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Summary
 Process Designer
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Can be used with ITSM: SRM, CM, IM, PM
Standalone or Connected
ITSM v7.6.04 and 8.0 ready
Higher business flexibility
Faster and lower cost deployment – 60% savings
Increase user productivity
Reduced user training costs
Increased process conformance, auditability and
governance
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Learn more at www.bmc.com
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