This goal of this project is to explore the use of the BMC Remedy OnDemand Change Management module for use by IS&T O&I. In this initial phase, Server & System Administration and Distributed IT Resources are the two areas implementing their basic work processes for changes in the tool. Administration and Customer Support are assisting in the implementation and focusing on the reporting aspects of the system.
Additional work includes exploration of the Incident Management, Problem Management, and Asset Management modules to assess how well they meet our existing needs with an eye towards future implementation.
Link to IT Service Management Sponsor Meetings
Link to the production application: https://remedy.mit.edu
Support contact: remedy-help@mit.edu
MIT specific documentation:
- Remedy eLearning Course
- Administration
- Configuration Management Database (CMDB)
- Approvals
- Changes
- Reports
- Mobile
- Support
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- 2013 Change Management Planning Sessions
- Roll Out Strategy For New Service Offerings
- 2013 Expansion of Change Management Phase I Roll Out
Vendor documentation:
- BMC Data Management Admin Guide.pdf
- Remedy User Guide.pdf
- Change_Management_Best_Practice_Process_Flows.pdf
- Good Practice ProductCatalog.xls
- Data Modeling Guide.pdf
- Data Modeling Guide Atrium 7.6.00.pdf
- Atrium Common Data Model 2.1.00.pdf
- Application Programming Interface:
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