Page History

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
  • Draft Introduction to Remedy Change Management
• Administration
• Configuration Management Database (CMDB)
• Approvals
• Changes
• Reports
• Mobile
• Support

Expansion of Change Management FY2013:

• 2013 Change Management Planning Sessions
• Roll Out Strategy For New Service Offerings
  • 2013 Expansion 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

Project artifacts:

• Remedy Reporting Use Cases.doc

User documentation:

• Data Modeling Guide.pdf
• Data Modeling Guide Atrium 7.6.00.pdf
• Atrium Common Data Model 2.1.00.pdf
• Application Programming Interface:
  • BMC ARS API Overview.pdf
  • BMC ARS Integration Guide.pdf

Project Post Mortem by Phase

• Development Lessons Learned
• QA Lessons Learned
• Production Lessons Learned
• Remedy Storyboard
• Administration
• Approvals
• Changes
• Reports
• Support