White Paper: BMC Service Management Process Model 7.6, …

1 paper : BMC Service Management Process Model Best Practice FlowsOctober 2009If you have comments or suggestions about this documentation, contact Information Design and Development by email at BMC SoftwareYou can access the BMC Software website at From this website, you can obtain information about the company, its products, corporate offices, special events, and career States and CanadaAddressBMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USAT elephone713 918 8800 or800 841 2031 Fax713 918 8000 Outside United States and CanadaTelephone(01) 713 918 8800 Fax(01) 713 918 8000 Copyright 2009 BMC Software, , BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, Service marks, and logos may be registered or pending registration in the or in other countries.

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5 In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. Submit a new issue at 7 Chapter 1 Availability Management 9 Procedure 1, Service Infrastructure Design .. 10 Procedure 2, Availability Tracking .. 12 Chapter 2 Capacity Management 15 Procedure 1, Capacity Utilization Threshold Setting .. 16 Procedure 2, Capacity Warning Handling .. 17 Procedure 3, Capacity Tracking .. 19 Chapter 3 change Management 21 Procedure 1, Request for change Review .. 22 Procedure 2, change Planning .. 24 Procedure 3, change Approval .. 25 Procedure 4, Infrastructure change Implementation.. 28 Procedure 5, Application change Implementation .. 29 Procedure 6, Planned change Closure .. 30 Procedure 7, Emergency change Implementation .. 31 Procedure 8, Emergency change Closure .. 33 Chapter 4 Configuration Management 35 Procedure 1, CI Requisition.

6 36 Procedure 2, Supplier Information Maintenance .. 38 Procedure 3, CI Registration.. 39 Procedure 4, CI Update .. 40 Procedure 5, Contract Administration .. 41 Chapter 5 Continuity Management 43 Procedure 1, Disaster Notification Handling.. 44 Procedure 2, Service Recovery .. 46 Procedure 3, Return to Production .. 47 Procedure 4, Service Recovery Testing .. 49 Procedure 5, Continuity Manual Maintenance .. 51 Procedure 6, Continuity Plan Maintenance .. 536 BMC Best Practice Flows Chapter 6 Event Management 55 Procedure 1, Event Handling .. 56 Procedure 2, Event Review .. 57 Procedure 3, Outage Review.. 58 Chapter 7 Financial Management 61 Procedure 1, Accounting & Charging .. 62 Procedure 2, Financial Review .. 63 Procedure 3, Budgeting .. 64 Chapter 8 Incident Management 67 Procedure 1, Incident Request Registration .. 68 Procedure 2, Incident Request Assignment .. 69 Procedure 3, Incident Request Tracking.

7 71 Procedure 4, Incident Request Resolution by Specialist .. 72 Procedure 5, Incident Escalation Handling .. 73 Procedure 6, Incident Request Closure .. 75 Procedure 7, Solution Approval .. 76 Chapter 9 Problem Management 79 Procedure 1, Incident Request Review .. 80 Procedure 2, Root Cause Analysis .. 81 Procedure 3, Analysis Review .. 82 Procedure 4, Problem Closure .. 84 Chapter 10 Release Management 85 Procedure 1, Request for change Handling .. 86 Procedure 2, Release Definition .. 87 Procedure 3, Business Justification .. 88 Procedure 4, Release Coordination .. 90 Chapter 11 Service Level Management 93 Procedure 1, Service Catalog Maintenance.. 94 Procedure 2, Service Activation .. 96 Procedure 3, Customer Information Maintenance .. 98 Procedure 4, Service Termination .. 99 Procedure 5, SLA Review and Request Handling .. 100 Preface7 PrefaceThis White paper provides a high-level overview of the Service Management processes that make up the BMC Service Management Process Model (BMC SMPM).

8 Each section starts with a high-level overview of a different BMC SMPM Process , which is followed by a detailed description of the related procedures. Each section also contains flow diagrams that show where the procedures fit into the Process and the individual steps that make up each following list describes additional Process information that comes bundled with the BMC SMPM application. It is included with each Process description: Work instructions Each procedure step has a related work instruction describing how to perform the step, which you can view from the BMC SMPM interface. Field use guidelines A set of field use guidelines is available for each of the BMC Remedy IT Service Management forms used to support the Process . NOTE You can configure BMC SMPM to open from within the BMC Remedy IT Service Management (BMC Remedy ITSM) applications starting with BMC Remedy ITSM version This makes the work instructions, when combined with the field use guidelines, a useful training tool and reference guide.

9 Roles and responsibilities A list of the roles needed to complete each Process (Group Coordinators, Service Desk Analysts, and so on). The list also describes the responsibilities of each role. Key Performance Indicators (KPIs) A list of the KPIs used for tracking how successfully you are performing each Process . Links Each procedure is hyperlinked to the next so that you can see how the procedures flow into one another and how they are Best Practice FlowsBMC Service Management Process Model 1 Availability Management9 Chapter1 Availability ManagementThe Availability Management Process consists of two first procedure is called " Service Infrastructure Design". This procedure is used by availability managers when they design new Service infrastructures or when they adjust the design of existing Service second procedure is called "Availability Tracking". It is used by availability managers when they track the availability and reliability of the services which availability they are responsible graphical representation of the Process is provided below.

10 Each procedure is described in more detail in the sections that follow this 1-1: Availability Management process10 BMC Best Practice FlowsBMC Service Management Process Model 1, Service Infrastructure DesignA change coordinator requests the design of a new Service infrastructure when he/she is planning a change to build a new Service infrastructure. Similarly, a change coordinator requests the adjustment of an existing Service infrastructure design when he/she believes that an adjustment might be necessary to satisfy the requirements for which he/she is planning the change . These requests are sent by email to the availability manager who is responsible for the availability of the Service for which the change was a request is subsequently reviewed by the availability manager who determines if a new Service infrastructure is to be built or if an existing Service infrastructure needs to be a new Service infrastructure is to be built, the availability manager designs it in such a way that it will be capable of meeting the SLRs set by the Service level manager.