Table of Contents
Table of Contents
Course Overview 3
Introduction 3
Course Logistics 3
Course Objectives 3
Course Agenda 4
ITIL Concepts 5
ITIL 5
Project Magellan 5
Configuration Management 6
Goal 6
Overview 6
Terminology 6
Activities 7
Benefits 7
Input 7
Output 7
Configuration Items (CIs) 8
Overview 8
Configuration Item Hierarchy 8
Configuration Item Lifecycle 12
Remedy 14
Overview 14
Logon 14
Home Page 16
Preferences 17
Links 18
Company 20
People 22
Support Contracts 24
OneView 26
Node View 27
Asset Management Console 28
Overview 28
Search Criteria 31
CI Table 32
CI Tabs 33
Sub-Environment Detail 37
Active Broadcast 37
Broadcasts 38
View Broadcasts 38
Alternate View 39
Broadcast Table 39
Search Broadcasts 40
Create/Modify Broadcasts 42
Alarm Suppression 45
Overview 45
Startup 45
View Suppression Events 46
Relate existing Suppression Event to other Computer System(s) 47
Create New Suppression 50
Suppression Reports 55
Manage CIs 56
View CIs 58
Other Links Available 58
Creating and Relating CIs 60
Creating a Sub-Environment 60
Relating a Sub-Environment to Computer Systems 62
Relating a Sub-Environment to an Environment 64
Changing Relationships 65
Manage Contracts 66
Overview 66
Search Contracts 66
View Contracts 68
Manage Contacts 69
Overview 69
Contacts per Contract or CI 69
Search Contacts 69
Search Contract for a Specific Contact 71
Create a Contact 71
Relate a Contact 73
Remove a Contact 76
Delete a Contact 76
Application Preferences 77
Overview 77
Asset Management Tab 77
Reports 79
Generating Reports 79
Updating Reports 82
Deleting Reports 82
Security 83
Profiles 83
Appendix 1: Reference 85
Internal Remedy Support 85
ITIL Sites 85
Appendix 2: Configuration Item Status 86
Overview 86
Appendix 3: Environment Live Indicators 89
Overview 89
Appendix 4: Magellan Glossary of Terms 90
Overview 90
Course Overview
Introduction
The purpose of this course is to train CernerWorks associates that are new to the Remedy application. The course includes information on the CernerWorks ITIL implementation of Configuration Management and general navigation and usage of the Remedy Asset Management module. This class is intended for CernerWorks associates from the Service Improvement team, the Facilities team, and non-CernerWorks associates.
Course Logistics
The Project and Activity code for this session is 10000108, 5916.
Please limit e-mail and instant messaging to break periods.
Course Objectives
By the end of this course, participants will be able to:
Define the basic ITIL concept of Configuration Management
Log in to Remedy Asset Management
Navigate the Asset Management Console
Use the Search feature of Asset Management Console
Manage Configuration Items (CIs)
Search, View, Create and Modify Broadcasts
View and Generate Reports
Course Agenda
Introduction
ITIL and the Magellan Project Overview
Configuration Management
CMDB & Configuration Items (CI’s)
Remedy Overview
Asset Management Console
Broadcasts
Suppression Manager
Manage Configuration Items
Manage Contracts
Manage Contacts (People)
Reporting
Class Wrap-up
ITIL Concepts
ITIL
The information technology infrastructure library (ITIL) is the basic road map for information technology service management (ITSM). It is a collection of best practices in ITSM that can be applied to small or large organizations and is flexible enough to accommodate the day-to-day operations of each unique business.
ITIL framework is comprised of 7 ‘sets’ or volumes.
Project Magellan
Project Magellan is a strategic initiative whose goal is to align CernerWorks to industry best practice processes and technology, and ultimately to help us provide better service to our current and future clients. Magellan’s process focus is to align more processes with ITIL (IT Infrastructure Library).
In the first release of Project Magellan, CernerWorks replaced the former Enterprise Manager (EM) application with the BMC Remedy Asset Management solution and enhanced our Asset Management processes with the ITIL Configuration Management process.
Configuration Management
Goal
Configuration Management’s goal is to provide information on the IT infrastructure to all other processes and IT management. Enabling control of the infrastructure by monitoring and maintaining information on all the resources needed to deliver services, it provides the foundation for successful IT Service Management and underpins every other process.
Overview
Configuration Management provides the foundation for successful IT Service Management and underpins every other process. The fundamental deliverable is the Configuration Management Database (CMDB), comprising one or more integrated databases detailing all of the organization’s IT infrastructure components and other important associated assets. It is these assets that deliver IT services and they are known as Configuration Items (CIs). What sets a CMDB apart from an ordinary asset register are the relationships, or links, that define how each CI is interconnected and interdependent with its neighbors. These relationships allow activities such as impact analyses and ‘what if?’ scenarios to be carried out. Ideally the CMDB also contains details of any Incidents, Problems, Known Errors, and Changes associated with each CI.
Terminology
Configuration Items (CIs) are the IT infrastructure components & other important associated assets that deliver IT services.
The Configuration Management Database (CMDB) is one or more integrated databases detailing all of the organization’s IT infrastructure components and other important associated assets.
Activities
Plan for Configuration Management databases and activities
Identify Configuration Items
Control Configuration Item information
Perform status accounting
Perform verification and audit of Configuration Management databases
Provide management information about Configuration Management quality and operations
Benefits
Providing accurate information on Configuration Items (CIs) and their documentation
Controlling valuable CIs
Facilitating adherence to legal obligations
Helping with financial and expenditure planning
Making software changes visible
Contributing to contingency planning
Supporting and improving Release Management
Allowing the organization to perform impact analysis and schedule changes safely and efficiently
Providing problem management with data on trends
Input
IT Infrastructure components and associated assets
Output
Configuration Management Database (CMDB)
Configuration Items (CIs)
Overview
The Configuration Management Database (CMDB) is one or more integrated databases detailing all of the organization’s IT infrastructure components and other important associated assets.
Remedy’s Configuration Management Database (CMDB) structure is based on a Configuration Item (CI) hierarchy model. A Configuration Item is an ITIL term to define “any component of an infrastructure – or an item, such as a Request for Change, associated with an infrastructure – which is (or is to be) under the control of Configuration Management.” For the first release of Remedy, CernerWorks defines and manages the configuration items to be stored in Remedy for Release 1.0 as: hardware, software, environments, and sub-environments.
An associate may have permission to create, view, or modify configuration items, depending on role. Non-CernerWorks associates and CernerWorks associates from the Service Improvement and Facilities teams have permissions to view CIs.
Configuration Item Hierarchy
Remedy’s CI categorization model organizes configuration items into categories making up a CI hierarchy. The first level of the CI categorization is the CI Type, then further categorized by Tier 1, Tier 2, and Tier 3 levels.
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1 Environment CIs
An Environment Configuration Item (CI) is a logical grouping of Sub-Environments, hardware and software Configuration Items. The parent of an Environment is the Client Organization. Children of Environments are Sub-Environments.
CernerWorks Project Implementation and Production Management are responsible for creating and maintaining Environments in Remedy.
Environments are categorized in Remedy by using the CI Type of ‘Logical Entity’ and then defined as ‘Environment’. On the Environment form, the environment is further categorized into the tier levels. Tier 1 defaults to ‘Environment’. Tier 2 indicates business service supported by the environment . Tier 3 is the environment type (Prod, Train, Cert, Build, etc.).
2 Sub-environment CIs
A Sub-Environment Configuration Item (CI) is a grouping of hardware and software configuration items. The parent of a Sub-Environment is Environment. Children of Sub-Environments include Hardware CIs.
CernerWorks Project Implementation and Production Management are responsible for creating and maintaining Sub-Environment CIs in Remedy.
Sub-Environments are categorized in Remedy by using the CI Type of ‘System’ and then defined as ‘Sub-environment’. On the Sub-environment form, the sub-environment is further categorized into the tier levels. Tier 1 defaults to ‘Sub-environment’. Tier 2 lists the types of sub-environments (OS, Oracle, etc.). Tier 3 is the environment type the sub-environment is associated with (Prod, Train, Cert, Build, etc.).
3 Computer System CIs
[pic]A Computer System is categorized in Remedy by using the Tier 1 CI Type of ‘Hardware’ or ‘Logical’.
‘Hardware’ Tier 2 categorizations are ‘Server’, ‘Network’, and ‘System Component’. Tier 3 indicates the type of hardware. Examples of a ‘System Component Type’ are: storage devices, modems, monitors, and other components associated with a system.
Logical Configuration Items are either virtual or logical servers and are further defined as either ‘Server’ or ‘Resource’ in Tier 2. ‘Server’ defaults to ‘Standard’ in Tier 3. ‘Resource’ is further defined as ‘Cluster’ or ‘Group’ in Tier 3.
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4
5 Rack CIs
The Rack system component uses its own form. Tier 1 defaults to ‘Hardware’, Tier 2 is ‘System Component’ and Tier 3 is ‘Rack’. Racks configuration items do not have relationships with other CIs in the CMDB.
6 Product CIs
Product Configuration Items are categorized under the CI Type of ‘System Component’ and then further defined as ‘Product’. The Tier 1 categorization defaults to ‘Software’. Tier 2 is divided into three categories: ‘Application’ which refers to third party software applications used by CernerWorks, ‘Cerner’ referring to Cerner applications (e.g. HNA Millennium), and ‘Third Party’ which refers to other third party products used by CernerWorks (e.g. OS, Middleware, Database). For ‘Application’, Tier 3 defaults to ‘Third Party’. For ‘Cerner’, Tier 3 defaults to ‘Suite’ which refers to the Cerner suite of applications (e.g. HNA Millennium 2005.01). For ‘Third Party’, Tier 3 lists all the different third party products outside of application. The Product Type field is used to specifically define the product after the Tier categorizations have been selected.
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7 Application Service
Application Services are services that run on a server, such as BMC Patrol or other monitoring tools. Only Application Administrators can create application services, however anyone can view the CI Types and Tier level classifications. The services are under the CI Type of ‘System Service’ > ‘Application Service’. Tier 1 defaults to ‘System Service. Tier 2 is ‘Monitoring’. Tier 3 is ‘Patrol’.
Configuration Item Lifecycle
Remedy provides the ability to track a Configuration Item throughout its lifecycle. This is accomplished by updating the status or state of the Configuration Item as it progresses through its lifecycle.
8 Physical Configuration Item Lifecycle
9 Sub-Environment Configuration Item Lifecycle
The lifecycle of a Sub-environment configuration item is represented by the following statuses in Remedy:
|Being Assembled |The Sub-environment Status should be set to “Being Assembled” when it is in its |
| |build phase. “Being Assembled” is the first status in the Sub-environment |
| |lifecycle. When a new sub-environment is created in Remedy, Status defaults to |
| |“Being Assembled”. |
|Deployed |The Sub-environment Status should be set to “Deployed” when it is in active use by |
| |the client or CinC team. From “Deployed”, Sub-environment can move back to “Being |
| |Assembled”, or to “Disposed”. At client go-live, set the Status to “Deployed”. |
|Disposed |The Sub-environment Status should be set to “Disposed” when it is no longer needed |
| |and can be removed from Remedy. “Disposed” is the final status in the |
| |Sub-environment lifecycle. |
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10 Environment Configuration Item Lifecycle
The lifecycle of an Environment configuration item is represented by the following statuses in Remedy:
|Being Assembled |The Environment Status should be set to “Being Assembled” when it is in its build |
| |phase. “Being Assembled” is the first status in the Environment lifecycle. When a |
| |new Environment is created in Remedy, Status defaults to “Being Assembled”. |
|Deployed |The Environment Status should be set to “Deployed” when it is in active use by the |
| |client or CinC team. From “Deployed”, an Environment can move back to “Being |
| |Assembled”, or to “Disposed”. At client go-live, set the Status to “Deployed”. |
|Disposed |The Environment Status should be set to “Disposed” when it is no longer needed and |
| |can be removed from Remedy. “Disposed” is the final status in the Environment |
| |lifecycle. |
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Remedy
Overview
Remedy is a suite of business management products offered by BMC Software, to assist IT organizations to better align internal and external service and support processes and technology. Remedy is recognized in the industry as the premiere IT Service Management (ITSM) solution.
The Remedy modules that Cerner has purchased for implementation as part of the Magellan project are: Remedy Asset Management (including the CMDB) and Remedy Change Management. The Asset Management module is the focus of this training as the Change Management module will be included in the next major release in CernerWorks.
Logon
1. With your Nortel VPN Contivity client running, log on to Irongate using the link under Common Tools on the CernerWorks SharePoint Home Page.
2. Enter your Cerner ASP ID and Cerner ASP Password
3. Click on BMC Remedy User to launch Remedy
4. In the User Name Field, enter your user name (this will also be your Cerner ASP ID, ID must be lowercase)
5. In the Password field, enter your password (this will be your Cerner ASP password)
6. Select Accounts.
7. In the Server field, enter TASPMORMAPP
(for Training, enter TASPMOARS202 as the Server)
8. In the TCP field, enter 2800
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9. Select OK. Several messages may appear during the login process. The BMC Remedy AR System IT Home Page appears.
If there are issues accessing Remedy, please contact your Remedy Administrator.
Home Page
The Home Page is the main page of the Remedy application. It provides access to the other Remedy consoles.
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The center pane includes a link drop-down to select CernerWorks Reports, Magellan SharePoint sites, and the AlarmPoint Application. In the Quick Links navigation pane on the left are links to Remedy consoles. The Asset Management Console is where most Configuration Management work is performed. Support Contracts is where client contracts are located. OneView provides one location to view client information and update non-CI data. NodeView enables users to search/view information on specific client nodes. The Company link provides access to CernerWorks client and third party vendor and company information. The People link provides access to CernerWorks and other associate contact information.
If any of the Quick Links do not appear on the navigation pane, please contact your Remedy Administrator.
Preferences
1. From the Tools menu, select Options.
2. From the Options window, click on the General tab.
3. Click the checkbox to select Maximize BMC Remedy User to enlarge window to full capacity.
4. Click the checkbox to select Save Window Workspace
5. Update the Search path to H:\Application Data\AR System\HOME
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6. Click on the Behaviors tab.
7. On Search = Keep Previous Field Values
8. Field Menus = List Boxes , Click the checkbox to select Expand at Startup
9. Click OK.
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Links
Common areas of interest are located through the Links drop-down box on the Remedy Home Page. These links provide easy accessibility to other tools used by CernerWorks associates.
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11 Reporting
Selecting the Reporting link from the Remedy Home Page displays the CernerWorks Report index of common reports. These reports were created by the Enterprise System Management team, to be used by CernerWorks leaders and executives to run the business. These reports are read-only. The Reports index displays in a new window frame.
12 SharePoint
The link for SharePoint takes the user to the Remedy Documentation. This page contains all posted information regarding the Remedy tool rollout including training information and a Frequently-Asked-Questions document.
The SharePoint page displays in a new window frame. When linking to the site, the following information is requested:
1. In the User Name field, enter your user name (this will be your network ID)
2. In the Password field, enter your password (this will be your network password)
3. In the Domain field, enter WHQ_NT_DOMAIN
Each time a new Remedy session is opened, the first access to SharePoint will require this information.
13 Applications
Selecting the Applications link from the Remedy Home Page provides access to AlarmPoint. The associate must log in to AlarmPoint with their AlarmPoint Login ID and Password. AlarmPoint displays in a new window frame.
Additional information regarding AlarmPoint is available from the CernerWorks SharePoint site.
Company
Selecting the Company Quick Link displays a Company Form in Search mode.
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Entering data in any one of the fields at the top of the screen and then selecting Search displays all companies matching the entered criteria.
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The Company – Matching screen displays the results of the search. Matching companies display in the top pane and information corresponding to the currently highlighted company displays in the bottom pane. To view the company information in the Company Form, click the company listed in the top pane.
Detailed information on companies (clients) is available in the Manage Contracts section of this document, beginning on page 66.
People
Selecting the People Quick Link displays a People Form in Search mode.
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Entering data in any one of the fields at the top of the screen and then selecting Search displays all people matching the entered criteria.
Not all People are CernerWorks associates. CernerWorks associate People information is provided from PeopleSoft.
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The People – Matching screen displays the results of the search. Matching people display in the top pane and information corresponding to the currently highlighted person displays in the bottom pane. To view the person information in the People Form, click the person listed in the top pane.
Some security profiles allow for modifying and creating people that are not CernerWorks associates. Creating a new person is initiated by selecting the New Request icon on the toolbar or by selecting Actions > New.
When creating a new person, you must also relate them as a new Contact under the appropriate Support Contract(s). For more information on how to search and add contacts see the Manage Contacts section of this document, beginning on page 69.
Support Contracts
Selecting the Support Contracts Quick Link displays a Client Support Contract Form in Search mode. In Remedy, client contracts are called support contracts.
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Entering data in any one of the fields at the top of the screen and then selecting Search displays all companies matching the entered criteria.
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The Support Contracts – Matching screen displays the results of the search. Matching contracts display in the top pane and information corresponding to the currently highlighted company displays in the bottom pane. To view the contract information in the Contract Form, click the contract listed in the top pane.
Detailed information on contracts is available in the Manage Contracts section of this document, beginning on page 66
OneView
Selecting the OneView Quick Link provides one location in Remedy to view client information and update non-CI data.
At startup, the Client field will be blank and none of the panes will contain information except the Broadcasts tab which will contain global broadcasts.
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Clicking on the Client drop down menu will show all clients and allow for selection by typing a mnemonic or scrolling via mouse.
The Client Environment-Tree Pane is updated with a tree displaying Environment CI’s with the first one expanded and the first Sub-Environment is highlighted by default. Update of the other panels will be dependent upon the Environment and Sub-Environment combination selected.
The full Client Name will display. If any of the Support Contracts have the Focus attribute set, “Focus Client” will be displayed above the Client Based Information.
The Broadcasts tab will populate with active global and client specific broadcasts.
Client, Contacts, and Contract Info tabs will populate with the new Client-Based Information.
Refer to the OneView_NodeView Training Guide for more detailed information.
Node View
Selecting the NodeView Quick Link provides the ability to search/view information on specific client nodes.
When launched, the NodeView form will be in search mode and none of the fields will be populated with data. This is a view-only form and information cannot be updated on this form.
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Users can enter either a node Name or Serial Number in the Search Criteria to search for a node to display. Once the search criteria has been entered, click the Find button.
The search results will be displayed in a Results list below the Search Criteria.
Detailed Computer System information will be displayed on multiple tabs under CS Information.
The Sub-Environment and Environment area provides more information about the Environments and Sub-Environments associated to the selected node. This information is displayed in multiple tabs as well.
Refer to the OneView_NodeView Training Guide for more detailed information
Asset Management Console
Overview
The Asset Management Console is the starting point for managing and tracking configuration items and their changing relationships throughout the entire CI life cycle.
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14 Menu Bar
Some options on the Menu Bar are not available from the Asset Management Console. Unavailable functions are grayed out. The Menu Bar consists of the following:
|File |Open, Save, Print, Close |
|Edit |Cut, Copy, Paste |
|View |Views and Toolbars |
|Tools |Logon, Account Prompts, Reports, Options, Customized Views, Macro|
| |Information |
|Actions |Save Search, Sort |
|Windows |Viewing Remedy Consoles |
|Help |Online Help |
15 Tool Bar
The Tool Bar displays icons of the common tasks from the Menu Bar. Unavailable tasks are grayed out.
16 General Functions
General Functions are quick links to frequently used functions within Remedy. Quick links displayed for all users are described below. There may be additional quick links displayed, based on associate role. Functionality details of each area are described in the following sections of this document.
|Manage CIs |Create or search for CIs |
|Manage Contracts |Create or search for Contracts (vendor and support) |
|My Profile |Associate’s personal profile record, read-only |
|Application Preferences |Modify console or Overview console preferences |
|Reports |Generate reports on CIs, contracts, etc |
17
18 Quick Search
Quick Search contains links to frequently used searches within the Remedy Asset Management Console. The following CI types are available for Quick Search.
|Environment |Search for Environment |
|Sub-Environment |Search for Sub-Environment |
|Computer System |Search for Computer System |
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19 Task Areas
The Asset Management Console is divided into 5 working areas. The areas are described below. Functionality details of each area are described in the following sections of this document.
|Search Criteria |Search for existing Configuration Items (CIs) |
|CI Table |Displays the results of the CI Search |
|CI Tabs |Displays the detail of the CI selected on the CI Table |
|Active Broadcast |Notifications that are displayed to the public or general audience |
|Sub-Environment Detail |Displays login information for Computer Systems related to the selected |
| |Sub-Environment |
20 Refresh
Select Refresh to display the most current data. If a change has been made to any Configuration Item, the changes will appear in the CI table.
Search Criteria
Search for existing Configuration Items (CIs) using the Search Criteria.
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In the Search Criteria section, filter a search by using any of the following fields and then select Search. Select values for these fields by either using the drop-down selection or typing the values in the fields:
|Client |CIs related to a specific client |
|Status |CIs of a specific status |
|CI Type |CIs of a specific type |
|Role |CIs supported by a specific group |
This is a basic search using four common CI attributes. For an advanced search on CIs, use the Advanced Search located from the Manage CIs Quick Link located on the left side of the screen. The advanced search may be filtered by any of the fields displayed on the blank form that appears.
Functionality details of the Manage CIs Quick Link are described in the Manage Configuration Items (CIs) section of this document, beginning on page Error! Bookmark not defined..
21 Reset to Defaults
Select Reset to Defaults to change the search and results fields back to default settings. Default settings are specific to each associate, and are set from the Application Preference Quick Link on the navigation pane.
Functionality for setting defaults is located in the Application Preference section of this document, beginning on page 77.
CI Table
Search results from the Search Criteria task area are displayed in the CI Table.
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The columns in the CI table may be configured by right-clicking the column header and selecting one of the following options:
|Clear Table |Clears the search results |
|Print Table |Prints the table |
|Next/Previous Chunk |Displays the next or previous result grouping |
|Sort |Each column may be sorted by Ascending or Descending |
|Preferences |Columns may be removed, the column order may be changed, the column |
| |settings may be reset to default values, or new settings may be saved |
Note: Double-clicking on a selected CI displays the CI Record form which includes more details of the selected CI.
22 View
Select a CI record in the CI Table and select View to display the CI Record form.
23 Create
The ability to create or modify CI’s is based upon role based permissions. Refer to the Security section of this document for the role based permissions matrix.
24 CI Relationship Viewer
This feature displays a diagram of the relationships between the selected CI and related CI, as well as other CIs related to those related CIs. To use the CI Relationship Viewer, select a CI in the CI Table and select CI Relationship Viewer. A diagram of that configuration item and all related CIs appears.
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Note: Most fields on the CI Relationship Viewer are grayed out. To modify filter options, check the box ‘Modify the filter options’ and update the fields.
CI Tabs
The CI Tabs display additional details of the Configuration Item highlighted on the CI table.
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The Details tab displays additional attributes of the selected CI record. The attributes are:
|Site |Physical location of the CI |
|Supplier |Company the CI was purchased from |
|Manufacturer |Company that manufactured the CI |
|Serial Number |Unique ID of the CI item |
The CI to CI Relationship tab displays any existing relationships of the selected CI record.
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Filter the search by the relationships the selected CI has with other CIs by using the Relationship Type. Relationship Types are:
|All Related |Not used |
|Component > Component |Displays all CIs that are components of the selected CI |
|Component > Hosted System Components |Specific component relationship that displays the managed |
| |elements on which it is composed (e.g. Software Product to |
| |Computer System). |
|Dependency > Dependency |Not used |
|Dependency > Account on System |Not used |
|Dependency > Hosted Access Point |Not used |
|Dependency > Hosted Service |Specific dependent relationship that displays the services and |
| |the system on which the service resides (e.g. Application Service|
| |to Computer System). |
|Element Location |Not used |
|Member of Collection |Not used |
See the Relationship Type Matrix for what configuration items use what relationship type:
|Relationship Type Matrix |
| |Computer System |Rack |Application |Software |Environment |Sub-environmen|
| | | |Service |Product | |t |
|Rack | NA |NA |NA |NA |NA | NA |
|Application |Hosted Service |NA | NA |NA |NA | NA |
|Service |(Parent: Computer | | | | | |
| |System) | | | | | |
|Software Product |Hosted System |NA |NA |NA |NA | NA |
| |Components | | | | | |
| |(Parent: Computer | | | | | |
| |System) | | | | | |
|Environment | NA |NA |NA |NA | NA |Component |
| | | | | | |(Child: |
| | | | | | |Environments) |
|Sub-environment |Component |NA |NA |NA |Component | NA |
| |(Child: Sub- | | | |(Parent: Environments)| |
| |environment) | | | | | |
The search may also be filtered by related CIs that are parent(s) or child(ren) of the selected CI by selecting Parent or Child.
Sub-Environment Detail
The Sub-Environment Detail task area contains the system account login and monitoring information for the selected Sub-Environment.
NOTE: One User Name and Password combination is allowed per Sub-Environment. A separate Sub-Environment must be created for each additional User Name and Password combination that needs to be stored in Remedy.
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Active Broadcast
Broadcasts are notifications that are announced to the public or general audience. All users are able to view and create Broadcasts.
There are two types of Broadcasts:
|Client-Specific |Critical client events such as rebooting, power issues, enabling/disabling logons, or|
| |any special instructions. |
|Enterprise |Bulletins that affect multiple clients, such as TASP_MO bulletins. |
Messages that do not fall into these categories will not be considered Broadcasts (e.g. vacation schedules). Broadcasts should not be created as alerts to ignore potential alarms during planned events. Alarms should instead be suppressed.
Detailed information is available in the Alarm Suppression section of this document, beginning on page 45
25
Broadcasts
View Broadcasts
In the Asset Management Console, broadcasts are viewed in the Active Broadcast table. The Active Broadcast Table includes only active Broadcasts. An active broadcast is one that has a start date earlier than today’s date and an end date in the future.
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By default, Broadcasts are sorted by Priority, then Broadcast Start Date. Sort order is changed by clicking on the column header.
To view details of a Broadcast, select the Broadcast in the Active Broadcast table and select View.
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Alternate View
Broadcast messages may also be viewed from the CI record.
1. Select a CI record listed in the CI table in the Asset Management Console or go to the Manage CIs Quick Link and select the search criteria.
2. Once the CI record is displayed, choose Quick Links > View Broadcast in the Navigation pane on the left side of the screen. View Broadcasts displays.
3. Select the message to be viewed from the Broadcast Message table. The details of the selected Broadcast appear in the Broadcast Details tab.
Broadcast Table
The Broadcast Table includes all Broadcasts. Details for the selected Broadcast appear on the Broadcast Details form on the lower half of the screen.
Broadcast Table actions are available by right-clicking on the table:
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Broadcast Table Features:
|Refresh |View Broadcast messages that have been added real-time. Select Refresh or Refresh All|
| |in Table. |
|Clear Table |Clear the display |
|Print Table |Print the display |
|Sort |Click the column heading to sort the display order. The Broadcast Table may be sorted|
| |by any column in Ascending or Descending order. Additional sort options are |
| |available: Company, Priority, Broadcast Type, Broadcast Subject, Broadcast Message, |
| |Broadcast Start/End Date, or Originated From. |
Search Broadcasts
To search Broadcasts, use the Broadcast Search Criteria tab. This screen includes filters on Client Information, Broadcast Type, View Access, and Broadcast Start/End Date.
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Once the search criteria have been selected, results are displayed in the Broadcast Table. Details on each of the Broadcasts may be viewed by selecting the Broadcast and selecting the Broadcast Details tab.
To clear all search fields, select Clear.
Client Information
To search for Broadcasts for a specific client, select the client mnemonic in the Client field. The search may be filtered further by selecting the client’s Region, Site Group, Site, Organization, and/or Department. Search results display all Broadcasts associated with the search criteria.
To search for Enterprise Broadcasts, select Cerner in the Client field. The search results display all Broadcasts associated with CernerWorks.
Searches may also be filtered by associate that originally created or last modified a Broadcast message. Enter the associate’s Cerner User ID in the appropriate field.
To clear all Client Information search fields, select Clear.
26 Broadcast Type
Broadcasts may also be filtered by Broadcast Type. Broadcasts for this release are defaulted to General Information. There are two other types available, however at this time searching on the other types will most likely not return any Broadcast records.
27 View Access
Broadcasts may be filtered by View Access. Selecting Public displays Broadcasts that are visible to the general public. Selecting Internal displays Broadcasts that are visible only to internal groups. In this release all Broadcasts are visible to the general public, so searching on Internal will not return Internal Broadcasts.
28 Start and End Dates
The Start Date and End Date fields on the Search form may be used to filter a search range. Select the Ellipse button to select a date and/or time or enter the date and time directly in the field. Remedy recognizes date formats of Month Date, Year (November 20, 2006) or MM/DD/YYYY 12:00 AM (11/20/2006 12:00AM).
To clear Start Date and End Date search fields, select Clear.
Create/Modify Broadcasts
1. From the Asset Management Console, under the Active Broadcasts table, select Create.
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2. Complete the information for all required fields (in red boxes). A list and description of required fields is on the next page.
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Required Fields:
|Client |Select the client mnemonic. Select Cerner for this |
| |Broadcast to display in the list of Broadcast messages|
| |for every CernerWorks client |
|Subject |A short description of the Broadcast message |
|Broadcast Message |Message text |
|Broadcast Type |Defaults to General Information |
|Broadcast Start Date |Select the Ellipse button to select a date and/or time|
| |or enter the date and time directly in the field. |
| |Remedy recognizes both formats of Month Date, Year |
| |(November 20, 2006) or MM/DD/YYYY 12:00 AM (11/20/2006|
| |12:00AM) |
|Priority |Select the Priority that best fits. Options are Low, |
| |Medium, and High. Priorities may be defined by the |
| |different teams creating them. There are no strict |
| |guidelines on what is considered Low, Medium, and |
| |High. |
Note: The End Date is NOT a required field; however, if the end date is known it is recommended to add it. The End Date must be AFTER the Start Date.
3. Once all required fields have been populated, select Save.
4. The Broadcast message appears in the Active Broadcast list on the Asset Management Console when the start date/time of the Broadcast occurs. The Broadcast message continues to appear until the end date specified in the Broadcast.
5. To modify an existing Broadcast, select the Broadcast on the Broadcast table and select Modify.
6. Modify the appropriate fields and select Save.
29 Attachments
Attached documents are stored in Irongate, and for this reason it is recommended that users not use the Attachment feature.
Alarm Suppression
Overview
When an alarm is received by CII (CAM) it will check Remedy Status for various CIs to determine if the alarm is to be suppressed. If it is not suppressed, the Remedy CI status will also determine color coding of the alarms.
All alarms will be suppressed except for these critical services: Altiris, Trend, History Loading, and Agent Ping, except for WAS installs. An exception list will be maintained by the Remedy Administrator to allow for changes. The critical services can also be suppressed by people that have access to the CII Rule Wizard.
Remedy Suppression Manager provides the ability to create various time-related suppression events for Computer Systems.
Security Roles: Production Management, Project Implementation, and Infrastructure Services will be assigned permissions to allow for creating, modifying, deleting, and searching for Suppression Events. IRC Associates will be restricted to only viewing existing Suppression Event records.
Startup
Users have the option of starting up the Suppression Manager application in 2 different search modes: Suppression Manager – Time View (this link opens the View by Suppression form) or Suppression Manager – CI View (this link opens the View by CI form).
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View Suppression Events
This view allows users to search for specific time segments (suppression events) and view any associated Computer Systems to the selected time segment.
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30 Filter By
The Filter By drop down allows users to filter time segment records based on specific criteria. Clicking on the drop down will show all selectable values. The default value for users with create and modify permissions will be set to filter on Mine meaning that only records created by the user will be displayed. Users with view-only access to Suppression Events will have the default filter set to Active.
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31
32 Suppression Event Selection
Select a single time segment record at any time. Click on the record and any associated Computer Systems will be displayed in the Attached CI Entries frame.
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33 View Suppression Event Details
Click on the View Segment button to view additional details about the selected suppression event. When clicked, the system will open a new window showing all of the time segment details in a read-only mode (changes cannot be saved in this view).
34 Modify Suppression record
Click the Modify Segment button in the Time Segment frame after selecting a suppression event to modify the suppression details (NOTE: this button will not be available for IRC users).
35
36 View Suppression record
Click the View Segment button in the Time Segment frame after selecting a suppression event to view the suppression details.
37
Relate existing Suppression Event to other Computer System(s)
Click the Relate button in the Time Segment frame after selecting a suppression event. The system will display a pop-up window to allow users to relate the suppression event to additional Computer Systems.
38
39 View Computer System details
Click the View CI button after selecting a Computer System to view additional details. View By CI
This view allows users to search for specific Computer Systems based on one or more search criteria (Client, CI Name, or Serial Number).
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Client Search
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Clicking on the drop down will show all clients and allow for selection. Type the first letter of the client mnemonic and the selection will jump to the first record with that value or users can scroll through the list using their mouse.
CI Search
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Enter text of the Computer System (CI) Name (if known). The text entered will be used to search for any record with a match anywhere within the CI Name (the search automatically uses wildcards).
Serial Number Search
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Enter any or all of a Serial Number for a Computer System.
Executing Search
Users can enter search criteria in any or all of the 3 search boxes. Once entered/selected, click the Search button to execute the search. The system will return all of the matching records and display them in the results list directly below the search fields.
40 Select a Computer System
Click on a Computer System in the results list. If any suppression events are associated to the selected Computer System, they will be displayed in the Time Segment frame. There are two states to distinguish unexpired Suppression Records: “Active” and “In Play”. “Active” Suppression Event records are records where the End Date/Time has not passed and the record has not been disabled. These records will be displayed in black text in the results list. “In Play” records are active records where the Computer System is currently being suppressed (e.g. a Recurring Suppression record recurs every Saturday night from 11:00 p.m. to 11:59 p.m. and it is 11:30 p.m. when a user is viewing the record in Remedy). These records will be dynamically displayed in red text. The system will refresh which systems are “in play” when the user refreshes the window or reopens the application.
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41
42 View all Computer Systems associated to Suppression Event
After selecting a Computer System from the results list, select a suppression event record from the Time Segment results list. The system will display all Computer Systems related to the selected suppression event in the table below.
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View Computer System details
Click the View CI button after selecting a Computer System to view additional details.
Modify Suppression record
Click the Modify Segment button in the Time Segment frame after selecting a suppression event to modify the suppression details (NOTE: this button will not be available for IRC users).
View Suppression record
Click the View Segment button in the Time Segment frame after selecting a suppression event to view the suppression details.
Relate Suppression Event
Click the Relate button in the Time Segment frame after selecting a suppression event. The system will display a pop-up window to allow users to relate the suppression event to additional Computer Systems.
Create New Suppression
Launch Create window: On the CWx Suppression Manager page, click on the Create link > Create New Suppression. The system will launch a pop-up window allowing users to enter a new suppression event record. NOTE: IRC users will not have the ability to create new records.
43 Create Business Time Segment
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Populate all required fields (in bold).
DO NOT deselect the Enable field. If this field is deselected the record will not be available within Remedy and will result in the Suppression Event not occurring (e.g. alarms will be turned back on and not suppressed). The Level, Category, and Offset fields are not currently used and do not need to be populated.
One Time Suppression Events
Ensure or select the One Time radio button is selected and enter the time criteria below on the One Time tab.
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Start/End Dates
Select the date for the Start and End Date fields by clicking on the calendar icon, clicking on the desired date, and clicking the OK button. NOTE: the date/times select will be executed based on the date/time on the Remedy server (i.e. the Remedy server is located in Kansas City (Central Time) so if a user is in another time zone (e.g. Eastern Time) and they select 10:00 p.m. as a Start Time believing this to be 10:00 p.m. Eastern, the event will actually start at 10:00 p.m. Central Time (11:00 p.m. Eastern Time).
Start/End Times
Select the time for the Start and End Time fields by clicking on the clock icon, entering the time, and clicking on the OK button.
End of Day
If the End Time needs to be set to 11:59:59 PM, click the End of Day checkbox (select Yes) and the system will automatically populate the End Time field with this value.
Recurring Suppression Events
Ensure or select the Recurring radio button is selected and enter the time criteria below on the Recurring tab.
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Start/End Dates
Select the date for the Start and End Date fields by clicking on the calendar icon, clicking on the desired date, and clicking the OK button. The Start Date and End Date values determine when the suppression event record is “Active”.
Start/End Times
Select the time for the Start and End Time fields by clicking on the clock icon, entering the time, and clicking on the OK button. The Start Time and End Time values determine when the suppression event is “In Play” and currently affecting the related Computer System(s).
End of Day
If the End Time needs to be set to 11:59:59 PM, click the End of Day checkbox (select Yes) and the system will automatically populate the End Time field with this value.
Recurrence Type
Select how frequent the suppression even will reoccur.
Specific Dates
Enter specific dates for the suppression separated by semicolons. The date format is: MM/DD/YY.
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Daily
Select a Recurrence Type of Daily and enter the frequency in the Daily Frequency field. Example: if the user wants the suppression to be effective every 3rd day, then enter 3.
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Weekly
Select a Recurrence Type of Weekly and enter the frequency in the Weekly Frequency field. Example: if the user wants the suppression to be effective every other week (every 2 weeks), enter 2. Users can also select one or more specific days of the week of the recurrence.
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Monthly
Select a Recurrence Type of Monthly and select either the Specific Date of a Month or Specific Day of a Month for the recurrence to take effect. In the Specific Date of a Month option, select the specific date of a month (e.g. 15 for the 15th of the month) and the Month Frequency (a value of 2 means the suppression will recur every other month). If the user desires the recurrence to fall on the last day of the month, check the Last Day of Month box. In the Specific Day of a Month option, select the specific Week of Month, Day of Week, and Month Frequency.
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Yearly
Select a Recurrence Type of Yearly and select either the Specific Date, Once a Year or Specific Day, Once a Year option for the recurrence to take effect. In the Specific Date, Once a Year option, select the specific date and month of a year.
In the Specific Day, Once a Year option, select the specific Week of Month, Day of Week, and Month.
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Save the Record
After entering all information, click the Save button. The system will display a message noting the record was created, click OK.
44 Relate Computer System(s) to Suppression Events
45
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Client Search
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Clicking on the drop down will show all clients and allow for selection. Users can hit the first letter of the client mnemonic and the selection will jump to the first record with that value or users can scroll through the list using their mouse.
CI Search
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Enter text of the Computer System (CI) Name (if known). The text entered will be used to search for any record with a match anywhere within the CI Name (the search automatically uses wildcards).
Serial Number Search
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Enter any or all of a Serial Number for a Computer System.
Executing Search
Enter search criteria in any or all of the 3 search boxes. Once entered/selected, click the Search button to execute the search. The system will return all of the matching records and display them in the results list directly below the search fields.
Relate a Computer System
Click on one or more Computer Systems in the results list and click the Relate button to relate the selected Computer System(s) to the suppression event. The selected Computer System(s) will be displayed in the Currently Related to Segment frame.
Un-relate a Computer System from a Suppression Event
Click on one or more Computer Systems in the Currently Related to Segment frame and click the Unrelate button.
Save the Relationships
Click the Close button.
Suppression Reports
Reporting Services () contains multiple reports within the Event Management folder related to CAM / CII alarms. Of particular interest is the Suppressed Events report which will show what alarms have been suppressed at a client site and why.
CII Alarm Suppression Color Coding information:
Manage CIs
The Search Criteria task area on the Asset Management Console allows the user to search on four basic attributes of a CI. For broader searching capabilities, a Search function is available from the Manage CIs Quick Link.
1. From the Asset Management Console, select the Manage CIs Quick Link.
2. Select the desired CI Type and select Search. The CI form displays.
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3. Enter selected information in any of the available fields to filter the search, and select Search.
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4. Search results display in the list at the top of the screen while details of the selected record display on the CI form at the bottom of the screen.
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5. To display the CI record from the CI form view, double-click the highlighted record on the search results list on the top of the screen.
Note: The search capabilities are defaulted to return a maximum of 1000 records per search. For more comprehensive search results, refer to the Configuration Management reports in Reporting Services.
Save a Search
Any search may be saved. To save a search:
1. On the Menu Bar select Actions > Save Search.
2. In the Search Name field of the Save Search box, enter a name for the search and select OK
3. To run a saved search, select Actions > My Searches from the Menu Bar and select the named search.
View CIs
At a minimum, all CernerWorks associates have permissions to View Configuration Items (CIs). To view information for a CI:
1. Perform a CI search by selecting the Manage CIs Quick Link or selecting one of the Quick Search options available. (Both searches are outlined in previous sections of this document.)
2. Double-click on the highlighted CI displayed within the search results list of CIs. The CI form displays.
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3. Depending on the CI Type, multiple tabs are available to display the attributes of the CI. Select a tab to view the relevant information.
Other Links Available
Other systems (e.g. front-end systems, Altiris) may be accessed from Remedy. These other connections are located within the CI form.
1. Select the Manage CIs Quick Link
2. Enter the CI Type or select Advanced Search. When using the Advanced Search option, the search may be filtered on any field displayed on the blank form.
3. The search returns a list of matching CIs. Double-click the selected CI to display the CI form.
4. On the CI form, select the External tab.
5. Select the option that corresponds to the system to connect to:
|RDP |Front-end system |
|Telnet |Front-end system |
|ILO |HP Blade server |
|Altiris |Altiris webpage |
Note: The Altiris GUID field is populated when a CI is auto-discovered, otherwise no data is displayed.
6. Enter the appropriate User ID and Password.
7. When finished, log out of system and close system page.
Creating and Relating CIs
In this section we use the example of a Sub-Environment to demonstrate how to create and relate CIs.
Creating a Sub-Environment
To create a new Sub-environment in Remedy:
1. Select the Manage CIs Quick Link from the Asset Management Console.
2. Select a CI Type of System > Sub-environment, and select Create. A blank Sub-Environment CI form displays
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3. Enter information in the following required fields and select Save.
Required fields:
|Client |Client mnemonic |
|Status |Present stage or state. Defaults to ‘Being Assembled’. |
|Business Service |Service the client has purchased |
|Tier 1 |Sub-environment |
|Tier 2 |Select the product type |
|Tier 3 |Select the environment type |
|Monitoring Reason |Used to indicate the reason why a non-production sub-environment is|
| |monitored. Defaults to ‘Not Monitored’. |
4. The Name field will be automatically populated based on the selected client mnemonic, business service, and tier values. Also the CI ID will be generated.
5. Support Groups do not need to be added to a Sub-environment. Currently Production Owner and Project Manager Support Groups are assigned to Environments, Service Delivery Manager Support Group is assigned at the support contract level.
6. To store a username and password associated with the Sub-environment, select the Login Tab and enter the information
Note: One username and password combination is allowed per sub-environment. A separate Sub-environment must be created for each additional username and password combination that needs to be stored in Remedy.
Relating a Sub-Environment to Computer Systems
After creating a Sub-Environment, the next step is to relate it to the Environment (parent) and to the Computer Systems (children).
1. From the Sub-Environment CI form, select the Relationships Tab.
2. Select System > Computer System in the CI Type field and select Search.
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3. The Company should default to the same as the Sub-Environment. Enter additional search criteria if needed and select Search.
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4. Select the appropriate hardware CI(s) from the Search Results list and select Component in the Relationship Type field at the bottom of the screen. One or more CIs can be selected.
5. Select Relate.
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6. Select Child as the relationship in the Select Parent/Child window and select OK.
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7. The selected hardware CIs should now be displayed on the Relationships Tab.
Relating a Sub-Environment to an Environment
The steps are the same as relating the Sub-Environment to a Computer System except that the CI Type is Environment and that it is the Parent.
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Changing Relationships
If two CI’s have been related incorrectly, it is probably easiest to rectify by
1. Open the Sub-Environment form (Asset Management Console -> QuickSearch -> Sub-Environment)
2. Enter search criteria and locate all needed Sub-Environments
3. Highlight one sub-environment at a time and make changes as needed in the form below.
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Manage Contracts
Overview
The Manage Contracts Quick Link provides information regarding support contracts and vendor contracts, such as warranty and maintenance agreements. In Remedy a service is known as a ‘Support Contract’, and a client or third party (vendor) is referred to as a ‘Company’.
The ability to add and manage Company and Support Contract information is role specific. Grayed out fields cannot be modified. All users have the ability to create and relate contacts (people) to Support Contracts.
There are five types of contracts:
|Support |CernerWorks Client Contracts |
|Warranty |Warranties tied to CIs |
|Lease |Lease Agreements |
|Maintenance |Maintenance Agreements tied to CIs |
|Software License |Software License Agreements |
Currently CernerWorks only tracks Support Contracts. Support Contracts are setup by the Remedy Administrator.
Search Contracts
To search for an existing contract:
1. From the Asset Management Console, select the Manage Contracts Quick Link.
2. Select the desired Contract Type and click Search. The Contract form displays.
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3. Enter the desired filters in the available fields and select Search.
4. Search results display in the list at the top of the screen while details of the selected record display on the Contract form at the bottom of the screen.
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5. To display the Contract record from the Contract form view, double-click the highlighted record on the search results list on the top of the screen.
Note: The search capabilities are defaulted to return up to 1000 records per search.
View Contracts
At a minimum, all CernerWorks associates have permissions to View Contracts. To view contract information:
1. Perform a search for the contract by selecting the Manage Contracts Quick Link from the Asset Management Console.
2. Double-click on the highlighted Contract displayed within the search results list of Contracts. The Contract form displays.
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3. Depending on the Contract type, multiple tabs are available to display the attributes of the Contract. Select a tab to view the relevant information.
4. For information on relating Contacts to a Contract, see the Manage Contacts section of this document, beginning on page 69.
Manage Contacts
Overview
Contacts are people that may be related to Contracts or Configuration Items. Contacts may be Cerner Associates, client contacts, or third party company contacts.
Cerner Associate contact information comes from PeopleSoft and should be identical to the information displayed in the Outlook Address Book. Associate information is read-only in Remedy, and changes to the information must be requested via Cerner corporate SR or by using the PeopleSoft tools available through myCerner.
Client and third party contacts may be added or modified by all Remedy users. Only a Remedy Administrator may delete a client or third party contact.
Contacts per Contract or CI
Once a Contact has been created in Remedy, the person can be related to a Contract and/or a Configuration Item. More than one person, organization, or group may be assigned.
In Remedy a service is known as a ‘Support Contract’. For example, if a client has RHO and Classic services, the Remedy CMDB will contain an RHO and a Classic Support Contract for that client.
Search Contacts
To find a Contact, regardless of what Support Contract or CI they are related to:
1. From the Remedy Home Page, select the People Quick Link. The People Form in Search mode displays.
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2. Enter data in any of the fields and select Search.
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3. The People – Matching screen displays the results of the search in a list at the top of the screen. Details of the selected record display on the bottom of the screen.
4. To display the Contact record from the People form, double-click the highlighted record on the search results list on the top of the screen.
Search Contract for a Specific Contact
To locate a Contact for a specific Contract, locate the Contract first:
1. Perform a search for the contract by selecting the Manage Contracts Quick Link from the Asset Management Console. Details of the Contract search are located in the previous Manage Contracts section, on page 66.
2. To display details of the Contract from the Contract form view, double-click the highlighted record on the search results list. The Contract form is displayed.
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3. Select the Contacts Tab. All of the people that have been associated with this Support Contract are displayed.
4. To view details of a contact, double-click the contact record on the Contact listing.
Create a Contact
Client contacts or third party contacts may be created by all users. It is recommended that prior to adding any contact, the user performs a search to ensure the contact does not already exist.
1. Perform a search for the contact by selecting the People Quick Link from the Remedy Home Page. The People Form in Search mode displays.
2. Enter the person’s last name in the Last Name field and select Search.
3. Review the search results listing for the person. If the person is not located, select the New Request icon on the Toolbar or select Actions > New. A blank Person form displays.
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4. Enter information in the required fields, and any optional fields. Required fields are designated on the screen with field labels in bold text with an Asterisk (*).
Person form, Person Information section, required fields:
|First Name | |
|Last Name | |
|Client Type |Select from the Customer Menu or Vendor Menu. Customers are external |
| |clients. Vendor is used for all others, including Manufacturers and |
| |Suppliers. |
|Profile Status |The default is Enabled. Functionality for this field is not in use. |
|Client Sensitivity |The default is Standard. Functionality for this field is not in use. |
|Support Staff |The default is No. Yes is selected only when the contact is a Cerner |
| |Associate (associate information comes from PeopleSoft). |
|VIP |The default is No. Functionality for this field is not in use. |
5. On the General Tab, the following fields are required:
|Company |Company is the client or vendor. Select the client mnemonic or vendor|
| |name from the drop-down list. |
|Business |Business Phone Number. Free-text field. Select the free-text icon to|
| |enter the country code and area code in designated fields. Country |
| |Code can be located from a drop-down menu. |
6. On the More Info Tab there is no required information. Data may be entered if available.
7. Select Save.
Relate a Contact
After a Contact record is built in Remedy, that contact may be related to a Contract or a CI.
To relate a Contact for a specific Contract, locate the Contract first:
1. Perform a search for the contract by selecting the Manage Contracts Quick Link from the Asset Management Console. (Details of the Contract search are located in the Contracts section, on page 66.)
2. To display details of the Contract from the Contract form view, double-click the highlighted record on the search results list. The Contract form is displayed.
3. On the Contract form, select the Contact Tab.
4. Select Relate New. The Contract Relator Form displays.
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5. Enter information in the People Search Criteria fields to locate the contact, and select Search.
6. Results of the search display in the list on the bottom half of the screen. Highlight the appropriate contact and select Relate.
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7. The person record appears on the Contacts Tab of the Contract form.
To relate a Contact for a specific CI, locate the CI first:
1. Perform a search for the CI by using the Search Criteria function on the Asset Management Console, or by selecting the Manage CIs Quick Link. (Details of both searches are located in the Configuration Items (CIs) section, beginning on page Error! Bookmark not defined..)
2. To display details of the CI from the CI form view, double-click the highlighted record on the search results list. The CI form is displayed.
3. On the CI form, select the People Tab.
4. Select Add. The People Type selection displays.
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Available People Types are:
|People |Individuals. Use this type for Clients and Vendors. |
|People Organization |Not in use. |
|Support Groups |AlarmPoint groups. Use this type for Cerner associates. |
Note: In Pre-production environments, individual Cerner Associates may be related to CIs.
5. Select the People Type. The Unavailability Assignment option defaults to No. Leave it that way, and select OK.
6. The Search Criteria screen displays with fields to search for a person or a support group.
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7. For a person search, enter a Company and/or Last Name and select Search.
8. Highlight the person on the search results list and click Select.
9. Select the person’s role in regard to this CI and select OK.
10. Click Save to save the changes to the CI record.
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11. For a Support Group search, select Cerner in the Company field and select Search. A list of the AlarmPoint groups displays in the search results list.
12. Highlight the group on the search results list and click Select.
13. Select the group’s role in regard to this CI and select OK.
Note: Only two types are currently in use:
|Supported By |Infrastructure and SE’s |
|Managed By |SDM’s, PO’s, and PM’s |
14. Click Save to save the changes to the CI record.
Remove a Contact
Removing a Contact from a Contract or CI does not delete the contact from Remedy. To remove a contact from a Contract or CI:
1. Use the appropriate search method to locate the Contract or Configuration Item.
2. From the Contract form select the Contacts tab. From the CI form select the People tab.
3. Select the person or group to be removed. From the Contracts form, select Unrelate. From the CI form select Remove. A confirmation message displays.
4. Select Save to save the changes to the record.
Delete a Contact
To delete a Contact, set the Profile status to “Delete”. A nightly ops job will run to delete the Contacts with this profile status.
Application Preferences
Overview
The Application Preferences Quick Link allows the user to change the default settings on their Asset Management Console.
46 Console View
This function allows users to open Personal, Selected Groups, or All My Groups. This applies only to Incident Management and the tickets assigned to Incident Management users. It is out of scope for this release.
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Asset Management Tab
The Asset Management Tab is sectioned into three parts:
|Console Page |The Search Criteria Default fields may be set to default on the Asset |
| |Management Console by CI Type, Status, or Role. |
|Form |The Tab Views may be set to show or hide the Contract Tab and Financial |
| |Tab on the CI form. CI forms are viewed via the Manage CIs Quick Link. |
|Overview Console |Not Used. |
The Search Criteria Default section of the Console Page allows the user to set or change the default search criteria that displays on the Asset Management Console when it is opened. Setting these options to default to commonly selected attributes of personal searches based on individual need assists with efficient workflow.
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1. Select a CI Type, Status, and Role default of the type most frequently searched on.
2. Select Save.
Note: The Change Management tab is displayed in the console. The module is not in use at this time.
Reports
Generating Reports
Remedy includes search criteria when generating a report. Search criteria may be selected at the time of report generation, or may be saved and then selected at the time of report generation.
Remedy uses search results to create a report, so generating a search or referencing a saved search is always required.
1. From the Asset Management Console, select the Manage CIs Quick Link or Manage Contracts Quick Link and do a search for the appropriate CIs or Contracts.
2. Or, run a saved search by selecting a saved search listed in Actions > My Searches. Search results are displayed.
3. Highlight all records (hold down CTRL key and select records) in the search results list to include in a report.
4. Select Tools > Reporting from the menu bar. The Reporting Console displays.
Note: This console is different than the Reporting Console Search. That console only displays pre-defined reports generated by Remedy.
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5. Select Report > New from the menu bar in the Report Styles Console. The Properties Dialog box appears. The report format is designed here.
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6. The Fields tab includes a consolidated list of all the fields within Asset Management. Select the fields to appear on the report. For all fields, select Add All. To re-order the fields use Add Before or Add After. To remove a field select Remove.
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7. The General tab is where the report is named. Enter the report name in the Name field. Additional information may be entered in Comments.
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8. Identify sort order on the Sort tab. For results displayed in ascending order, select Available Date from the list and select Ascending. For results displayed in descending order, select Descending. Check Group On This Field to group results. Grouping can be useful when performing calculations.
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9. The Statistics tab provides the ability to generate calculations and display those calculations on the report. Select the desired operation in the Operation field. Select the fields on which to perform the calculation in the Expression field. In addition, there are selections for report labels, where to compute the operation, and how results should display.
10. Once the calculation is created, use Add Before and Add After to determine where on the report the calculation will display. Existing calculations may be modified by selecting Modify, or removed by selecting Delete.
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11. Selections for page setup are located on the Page Setup tab. Make adjustments to page settings as needed.
12. Once all properties are defined, select Apply, then select OK.
13. The report appears in Report Styles on the Report Console. A report preview is displayed in Style Preview.
14. To save the report, highlight the report in Report Styles, right-click and select Save or Save As.
15. To run the report, highlight the report in Report Styles, right-click and select Preview. It is recommended to preview the report before printing to validate the search results appear as expected.
16. To print from the Preview, select the Print Report icon on the Toolbar or select File > Print.
17. The Print dialog box displays. The user’s default printer is the only printer available to print. To use a different printer, log out of Remedy and Irongate, set the default printer, and log back in to Irongate and Remedy.
18. To export, close the Preview window and return to the Report Styles screen.
19. Right-click on the report and select Export To > File.
20. On the Export Report To dialog, select the location of the file, and select Save. Note that the file will be saved in Irongate.
21. To retrieve the saved file, go to the Irongate Core Applications window and connect to \\lsintutility1-1\IrongateProfiles\ by adding this link to the Address field. The user’s shared drive is displayed. Go to the location the file was saved.
Updating Reports
To update an existing report template that was generated using the Reporting Console:
1. Select Tools > Reporting from the menu bar.
2. On the Reporting Console, highlight the report to modify in the Report Styles table.
3. Right click and select Properties, or select Reporting > Properties from the menu bar.
4. Update the report properties in the Properties Dialog box.
5. Select Apply.
6. Select OK.
Deleting Reports
To delete an existing report template that was generated using the Reporting Console:
1. Select Tools > Reporting from the menu bar.
2. On the Reporting Console, highlight the report to modify in the Report Styles table.
3. Right click and select Delete, or select Reporting > Delete from the menu bar.
4. Update the properties in the Properties Dialog box
5. Select Apply
6. Select OK.
Security
Profiles
Within Remedy, there are two different types of access for CernerWorks associates. These access types determine how Remedy components can or cannot be modified.
Read-Only access to components within Remedy is relatively self-explanatory. Users with this access cannot change any attributes of a component or create or remove relationships to other components.
Users with Write access to components within Remedy can create and modify these components. Modification includes changing attributes and creating or removing relationships between those components to other Remedy components. There is no actual deletion of components so even Write access does not allow for that.
It is possible to have relationships that can be created or removed with Read-Only components. For example, in a situation where a user has Read access to one component (A) and Write access to another (B), the user can create or remove a relationship between the two components only via component B.
Each security role has a unique combination of Read-Only and Write access to the various elements of the Remedy system. The five profiles created to currently manage security are shown in the following matrix:
| | | |Security Role Profiles |
| | |
|Solution |Internal |
|Team |CWx ESM-Remedy_Support |
ITIL Sites
Magellan Systems CMDB Class Participant Guide
learn.sites/cms/SVCASR/Training/Training_Doc_Library/Remedy_CMDB/PartGuide_CMDB_ALL.doc
CernerWorks SharePoint Remedy Site:
The Official ITIL Site:
itil.co.uk
itSMF International:
Magellan Foundations 1 Class Slide Presentation
learn.sites/cms/SVCASR/Training/Training_Doc_Library/Magellan%20Foundations%201/ITIL_Foundations.ppt
itSMF Overview Pocket Guide
learn.sites/cms/SVCASR/Training/Training_Doc_Library/Magellan%20Foundations%201/itSMF%20Overview%20Pocket%20Guide.pdf
Appendix 2: Configuration Item Status
Overview
Remedy status values provide the ability to track a configuration item throughout its lifecycle.
Even though the label may be the same, the meaning of the status values may vary somewhat from CI to CI. In addition, the lifecycle for one CI is different from another so the progression from one status value to another will vary from one CI to another.
Remedy has also been configured to restrict status values available based on what CI you are using and where it is in its lifecycle. Therefore, when clicking on the Status dropdown button, all of the values mentioned in this document will not be visible. Only the Statuses that are appropriate based on the current Status will be displayed.
The default Status is “Being Assembled” when a CI is manually created in Remedy. Usually auto-discovered CIs will be created via Altiris interface and the initial value will come from there. Updates to the Status in Remedy will be exported to Altiris.
For all CIs, “Disposed” is the final status in the life cycle. This should be used when the CI is no longer needed and can be removed from Remedy.
47 Environment and Sub-Environment CIs
Status Definitions:
|Status Value |Description |
|Being Assembled |Used when it is in its build phase. This is the first status in the Environment |
| |lifecycle. |
|Deployed |Used when it is in active use by the client or CinC team. From “Deployed”, an it can |
| |move back to “Being Assembled”, or to “Disposed”. At client go-live, set the Status to |
| |“Deployed”, and the Live Client Data indicator to “Yes”. |
|Disposed |Used when it is no longer needed and can be removed from Remedy. “Disposed” is the |
| |final status in the Environment lifecycle. |
48 Computer System and Rack Status
The default status is “Being Assembled” when a CI is manually created in Remedy. Usually CIs will be created via Altiris interface and the initial status will come from there. Decommission will have to be done by logging an SR to the ESM team. Decommission involves destruction of relationships and setting the status to “Disposed”.
Status Definitions:
|Status Value |Description |
|Being Assembled |Used when it is in the build phase. “Being Assembled” is the first status in the |
| |lifecycle when this CI is added manually. |
|In Inventory |Used after the CI has been received and stored by the Capital and Configuration |
| |Management team. |
|Reserved |Identical to “In Inventory”, although indicating that this device is reserved for a |
| |specific client. |
|Deployed |Used when it is in active use. Even if the Environment or Sub-environment are in |
| |build phase, devices can be in a “Deployed” status. |
|In Repair |Used when the device is not in use and being worked on by CernerWorks or a vendor. |
|Return to Vendor |Used when an RMA is being used to return the item. |
|End of Life |Used when it is not in use and will most likely be disposed. |
|Disposed |Used when it is no longer used and can be removed from Remedy. “Disposed” is the |
| |final status in the lifecycle. |
49 Software Product CI Status
Status Definitions:
|Status Value |Description |
|Being Assembled |This is the default status for manually created CI’s. This should mainly be used |
| |for OMS software. Other software should be autodiscovered and the interface should |
| |create the CI. |
|Deployed |Used when it is installed, configured and in active use. Autodiscovered software |
| |should start in this status. |
|In Repair |Used when it is installed and in debug. |
|End of Life |Used when it is not in use, but is still on the server. Indicates that the software|
| |needs to be uninstalled. |
|Disposed |Used when it is no longer installed on the device and can be removed from Remedy. |
| |“Disposed” is the final status in the lifecycle. |
50 Application Service
Status Definitions:
|Status Value |Description |
|Being Assembled |Used when it is installed, but not configured. “Being Assembled” is the first |
| |status in the lifecycle. |
|Deployed |Used when it is installed, configured and in active use. |
|In Repair |Used when it is installed and in debug. |
|Down |Used when the Application Service is not running. It could be broken or in |
| |maintenance. |
|End of Life |Used when it is installed, configured, and in active use, but the version is out of |
| |date. |
|Disposed |Used when it is no longer installed on the device and can be removed from Remedy. |
| |“Disposed” is the final status in the lifecycle. |
Appendix 3: Environment Live Indicators
Overview
The matrix below explains the different combinations of indicators that an environment can have in Remedy vs what the indicators were in EM.
|Remedy Status |Under Change Control |Live Client Data |Description |
|Deployed |Yes (Must be in Prod) |Yes |Environment is 'Live'. Example: |
| | | |Traditional Prod |
|Deployed |Yes (Must be in Prod) |No |Environment is 'Live'. Example: |
| | | |Training Env/CERT/BMC Env |
|Deployed |No (Must be in NonProd) |No (Can never be Yes, when not |Environment is 'Live'. Example: Build |
| | |under change control) |Environment |
|Being Assembled |Yes (Prod or Non Prod) |Yes |Environment is 'Not Live'. Example: |
| | | |Later stages of Build |
|Being Assembled |Yes (Prod or Non Prod) |No |Environment is 'Not Live'. Example: |
| | | |Later stages of Build |
|Being Assembled |No (Prod or Non Prod) |No (Can never be Yes, when not |Environment is 'Not Live'. Example: |
| | |under change control) |Earlier stages of Build or never goes |
| | | |live |
|Disposed |Yes |Yes |Environment is 'Inactive' |
|Disposed |Yes |No |Environment is 'Inactive' |
|Disposed |No |Yes |Environment is 'Inactive' |
|Disposed |No |No |Environment is 'Inactive' |
|EM Tool/Remedy Translation |
|EM Phase |Remedy Status |
|Build |Being Assembled |
|Temp |Being Assembled |
|Build Phase 2 |Being Assembled |
|Certification |Being Assembled |
|Data Live |Being Assembled |
|Live |Deployed |
|Inactive |Disposed |
*If any Sub-Environment is 'Deployed', the Environment should be 'Deployed'
Appendix 4: Magellan Glossary of Terms
Overview
This glossary primarily contains terms commonly used in the ITL process for Configuration Management, as well as key terms found in the Asset Management Console within the Remedy application. It also contains terminology used in other ITIL processes implemented at CernerWorks: Change, Problem, and Incident Management. The glossary is followed by additional definitions specific to ITIL and IT Service Management and the four critical processes CernerWorks plans to implement in the future
|Application Type |(Remedy) CI Type classification for a system service (e.g., BMC Patrol is an |
| |application service) |
|Alert/Alarm |(CernerWorks) Warning that an incident has occurred. |
|Alert Phase |(CernerWorks) The first phase of a business continuity plan in which initial |
| |emergency procedures and damage assessments are activated. |
|Asset |(ITIL) Business resource of certain value to the business. |
|Asset Management |(ITIL) An accounting process for monitoring depreciation on assets whose |
| |purchase prices exceeds a defined limit. |
|Asset Management Console |(Remedy) Remedy module that manages configuration items and related |
| |information. This ties to Configuration Management. |
|Attributes |(ITIL) Details that uniquely identify Configuration Items |
|Being Assembled |(Remedy) Status in Remedy. The CI is being assembled. |
|Broadcast |(Remedy) Notifications either client-specific or enterprise. |
|Category |(ITIL) Classification of a group of Configuration Items, change documents or |
| |resolution items. |
|Change |(ITIL) The addition, modification or removal of approved supported or |
| |baselined hardware, network, software, application, environment, system, |
| |desktop build or associated documentation. |
|Change Advisory Board (CAB) |(ITIL) Select group of people (including representatives from IT and the |
| |business) with the decision authority for Significant Changes. Significant |
| |Changes are characterized as having complex or considerable impact, and/or |
| |build or runtime required resources. |
|Change Approver |(CernerWorks) Person or group that is authorized to approve Change Requests. |
|Change Control |(ITIL) The procedures to ensure that all changes are controlled, including |
| |submission, recording, analysis, decision making, approval, implementation and|
| |post implementation review of the changes. |
|Change Management |(ITIL) The Service Management process responsible for controlling and managing|
| |requests to effect changes (RFCs) to the IT infrastructure or any aspect of IT|
| |services to promote business benefit while minimizing the risk of disruption |
| |to services. Change Management also controls and manages the implementation of|
| |those changes that are subsequently given approval. |
|Change Manager |(ITIL) A change approver that has the authority to approve Minor Changes that |
| |are characterized as having little impact with few ‘build’ or additional |
| |‘runtime’ resources needed. Change Manager also has the authority to close |
| |Change Requests. |
|Change Requestor/Originator |(CernerWorks) Person who originally submitted a Change Request. |
|Change Request |(ITIL) Records details of a change to any Configuration Item. Also called |
| |Request for Change (RFC) |
|Change Request Type |(CernerWorks) Standard changes that occur on Configuration Items. |
|CI Integrity |(ITIL) Safeguarding the accuracy and completeness of information and software.|
|CI Level of Granularity |(ITIL) The level of detail of Configuration Items that is stored in a |
| |Configuration Management Database. |
|Classification |(ITIL) Process of formally grouping Configuration Items by type, e.g. |
| |software, hardware, documentation, environment, application. |
| |Process of formally identifying changes by type e.g. project scope change |
| |request, validation change request, infrastructure change request. |
| |Process of formally identifying incidents, resolution (Problem )s and known |
| |errors by origin, symptoms and cause. |
|Computer System |(Remedy) Level under ‘System’ of the CI Type classification for Hardware |
| |(e.g., Server) configuration items. |
|Configuration Baseline |(ITIL) Configuration of a product or system established at a specific point in|
| |time, which captures both the structure and details of the product or system, |
| |and enables that product or system to be rebuilt at a later date. A snapshot |
| |or a position which is recorded. Although the position may be updated later, |
| |the baseline remains unchanged and available as a reference of the original |
| |state and as a comparison against the current position |
|Configuration Control |(ITIL) Activities comprising the control of changes to Configuration Items |
| |after formally establishing its configuration documents. It includes the |
| |evaluation, coordination, approval or rejection of changes. The implementation|
| |of changes includes changes, deviations and waivers that impact on the |
| |configuration. |
|Configuration Documentation |(ITIL) Documents that define requirements, system design, build, production, |
| |and verification for a Configuration Item. |
|Configuration Identification |(ITIL) Activities that determine the product structure, the selection of |
| |Configuration Items, and the documentation of the Configuration Item’s |
| |physical and functional characteristics including interfaces and subsequent |
| |changes. It includes the allocation of identification characters or numbers to|
| |the Configuration Items and their documents. It also includes the unique |
| |numbering of Configuration control forms associated with changes and Problems.|
|Configuration Item (CI) |(ITIL) Component of an infrastructure – or an item, such as a Request for |
| |Change, associated with an infrastructure – which is (or is to be) under the |
| |control of Configuration Management. CIs may vary widely in complexity, size |
| |and type – from an entire system (including all hardware, software and |
| |documentation) to a single module or a minor hardware component. |
|Configuration Librarian |(ITIL) Custodian and guardian of all master copies of software and |
| |documentation CIs registered with Configuration Management. |
|Configuration Management |(ITIL) The process of identifying and defining the Configuration Items in a |
| |system, recording and reporting the status of Configuration Items and Requests|
| |For Change, and verifying the completeness and correctness of Configuration |
| |Items. |
|Configuration Management Database |(ITIL) A database which contains all relevant details of each CI and details |
|(CMDB) |of the important relationships between CIs. |
|Configuration Management Plan |(ITIL) Document setting out the organization and procedures for the |
| |Configuration Management of a specific product, project, system, support group|
| |or service. |
|Configuration Management Tool (CM |(ITIL) A software product providing automatic support for change, |
|Tool) |Configuration or version control. |
|Configuration Manager |(ITIL) Responsible for the Configuration Management policy and standards, |
| |proposes improvements in processes, scope, tools and manages the Configuration|
| |Management plan, principles and processes and their implementation. |
|Configuration Planning |(ITIL) Planning an defining the purpose, scope, objective, policies and |
| |procedures, and the organizational and technical context, for Configuration |
| |Management |
|Configuration Structure |(ITIL) A hierarchy of all the CIs that comprise a configuration. |
|Criteria for Success |(CernerWorks) The criteria to validate that a change was successful. Required |
| |information in a workplan. |
|Delete |(Remedy) Status in Remedy. The CI is marked for deletion. |
|Deployed |(Remedy) Status in Remedy. The CI was installed. |
|Disposed |(Remedy) Status in Remedy. The CI is no longer available and was disposed of. |
|DNS Entry |(Remedy) The Domain Name System (DNS) stores and associates many types of |
| |information with domain names, but most importantly, it translates domain |
| |names (computer hostnames) to IP Addresses. |
|Domain Type |(CernerWorks) Login type of the domain (e.g. whq_nt domain) |
|Down |(Remedy) Status in Remedy. The CI is down, but not yet in maintenance. |
|End of Life |(Remedy) Status in Remedy. The CI is no longer being deployed. |
|Environment |(ITIL) A collection of hardware, software, network communications and |
| |procedures that work together to provide a discrete type of computer service. |
| |There may be one or more environments on a physical platform (e.g. test, |
| |production). An environment has unique features and characteristics that |
| |dictate how they are administered in similar, yet diverse, manners. |
|Executive Board (EB) |(ITIL) Also called Management Board in ITIL. It is the group responsible for |
| |approving Major Changes. Major Changes are characterized as having substantial|
| |impact, and/or a vast amount f build or runtime required resources. |
|Go Live Date |(CernerWorks) The estimated date that a client’s service will be live |
|ILO Connect |(CernerWorks) Integrated Lights-Out function used to access HP servers. |
|Impact |(CernerWorks) Measure of the business criticality of an incident. Often equal |
| |to the extent to which an incident leads to distortion of agreed or expected |
| |Service Levels. |
|Impact Analysis |(CernerWorks) The identification of critical business processes, and the |
| |potential damage or loss that may be caused to the organization resulting from|
| |a disruption to those processes. Business impact analysis identifies: |
| |the form the loss or damage will take |
| |how that degree of damage or loss is likely to escalate with time following an|
| |incident |
| |the minimum staffing, facilities and services needed to enable business |
| |processes to continue to operate at a minimum acceptable level ? |
| |The time within which they should be recovered. |
| |The time within which full recovery of the business processes is to be |
| |achieved is also identified. |
|Impact Code |(CernerWorks) Simple code assigned to incidents and resolution items, |
| |reflecting the degree of impact upon the customer's business processes. It is |
| |the major means of assigning priority for dealing with incidents. |
|Impact Scenario |(CernerWorks) Description of the type of impact on the business that could |
| |follow a business disruption. Usually related to a business process and will |
| |always refer to a period of time, e.g., customer services will be unable to |
| |operate for two days. |
|Implementer |(CernerWorks) Person or group that performs the change |
|Incident |(ITIL) Any event which is not part of the standard operation of a service and |
| |which causes, or may cause, an interruption to, or a reduction in, the quality|
| |of that service. |
|Incident Control |(ITIL) The process of identifying, recording, classifying and progressing |
| |incidents until affected services return to normal operation. |
|In Repair |(Remedy) Status in Remedy. The CI is down for maintenance. |
|In inventory |(Remedy) Status in Remedy. The CI is in inventory (available) but not yet |
| |deployed. |
|In-Service Date |(CernerWorks) The actual date a client’s service went live. |
|Known Error |(ITIL)An incident or resolution item for which the root cause is known and for|
| |which a temporary Work-around or a permanent alternative has been identified. |
| |If a business case exists, an RFC will be raised, but, in any event, it |
| |remains a known error unless it is permanently fixed by a change. |
|Live Client Indicator |(CernerWorks) The phase the client service is currently in (Pre-live, Live |
| |w/data, Live w/end users) |
|Logical Entity |(Remedy) CI Type classification for logical entities (e.g., Environment) |
|Notification |(CernerWorks) Notifications are tied to incidents, clients and/or devices. |
| |Notice may be based off of alarm/alerts or event-based. Enterprise and email |
| |notifications are other types of notices. |
|On Loan |(Remedy) Status in Remedy. The CI is on loan to another location. |
|Originator |(CernerWorks) Person who originally opened and submitted a Change Request. |
| |Synonymous with Requestor. |
|Peer Review |(CernerWorks) Person or group that reviews a workplan associated to a Change |
| |Request. A new workplan must be peer-reviewed and approved before it can be |
| |used to perform a change. |
|Post Implementation Review |(ITIL) Change Management must review all implemented Changes after a |
| |predefined period has elapsed. This process may still involve CAB members; |
| |Change Management may look to them for assistance in the review process. |
|Prioritization |(ITIL) Priority allocated to a change based on the impact of the change and |
| |the urgency for the remedy. It is used to establish the order in which Changes|
| |should be considered. |
| |Priority ratings should be set as: Immediate, High, Medium, Low |
|Problem |(ITIL) Unknown underlying cause of one or more incidents. |
|Problem Management |(ITIL) Process that minimizes the effect on Customer(s) of defects in services|
| |and within the infrastructure, human errors and external events. |
|Process |(ITIL) A connected series of actions, activities, changes, etc. performed by |
| |agents with the intent of satisfying a purpose or achieving a goal. |
|Process Owner |(ITIL) Person who owns one of the critical ITIL processes. Process owner must |
| |be a single individual to be accountable for that process. A process owner |
| |should never own more than one process at a time. |
|Product |(Remedy) CI categorization for software |
|Project |(CernerWorks) Collection of Workplans or Change Requests |
|RDP Connect |(CernerWorks) Remote Desktop connection. Typically used to access front end |
| |systems. |
|Received |(Remedy) Status in Remedy. The CI was received in shipping. |
|Requestor |(CernerWorks) Person who originally opened and submitted a Change Request. |
| |Synonymous with Originator. |
|Reserved |(Remedy) Status in Remedy. The CI was reserved and taken out of inventory. |
|Return to Vendor |(Remedy) Status in Remedy. The CI must be returned to the vendor as damaged or|
| |unwanted. |
|Revision |(CernerWorks) The version of the Software, OS, DB, Middleware or Application |
| |(e.g., Oracle 9i) |
|Risk |(CernerWorks) Risk or risks identified from performing (or not performing) a |
| |change. Required information on a workplan. |
|Rollback plan |(CernerWorks) A back out plan that returns the environment to pre-change |
| |condition, or lists ways to mitigate the risk if no back out is possible. |
| |Required information on a workplan. |
|Scope |(ITIL) Scope is the range of responsibility covered by Configuration |
| |Management and the breadth of the CMDB. Scope is dynamic. |
|Service Call |(CernerWorks) A Service Call is a request record. A request record has five |
| |different types. They include: A Change Request Record (RFC), Incident |
| |Record, Problem Record, Known Error Record and a Service Request Record |
| |(Request for Information). |
|Service Catalog |(ITIL) Defines services available to the customer from IT. |
|Service Desk |(ITIL) The single point of contact within the IT organization for Users of IT |
| |services. The single point of contact for CernerWorks will be an integrated |
| |tool that aligns with ITIL processes. |
|Service Request |(ITIL) Every incident not being a failure in the IT Infrastructure. |
|Severity Code |(CernerWorks) Simple code assigned to Problem and known errors, indicating the|
| |seriousness of their effect on the Quality of Service. It is the major means |
| |of assigning priority for resolution. |
|Status |(ITIL) Referring to a condition, usually of a Configuration Item. |
|Status Accounting |(ITIL) The reporting of all current and historical data concerned with each CI|
| |throughout its lifecycle. It enables change to CIs and their records to be |
| |traceable. |
|Sub-Environment |(CernerWorks) Sign-on information for a particular Software, OS, DB or |
| |Application. The Sub-environment is typically created by the Project |
| |Implementation team and includes the Username, Password for that application, |
| |OS, DB or software and associated to the Service for a particular client. |
|Support Contract |(Remedy) CernerWorks client contract |
|System |(Remedy) Top level of the CI Type classification for Hardware or |
| |Sub-environment configuration items. |
|System Component |(Remedy) Level under ‘System’ of the CI Type classification for Hardware |
| |Component (e.g., Rack) configuration items. |
|System Service |(Remedy) Top level of the CI Type classification for System Services (e.g., |
| |application service). |
|Task |(CernerWorks) A unit of work within a workplan that describes the work being |
| |performed. A unit of work can include many steps and is dependent upon when |
| |responsibility changes or when dependencies need to be established. |
|Telnet Connect |(CernerWorks) is a network protocol used on the Internet or local area network|
| |LAN connections. Typically used to access front end systems. |
|Template |(CernerWorks) Screens or views within the Service Desk module. There can be |
| |different templates for different Configuration Item types. |
|Tier Levels |(Remedy) CI categorization. Tier 1 is first level, Tier 2 and Tier 3 are |
| |lower levels of CI classification. |
|Transferred |(Remedy) Status in Remedy. The CI was transferred to another location. |
|Under Change Control |(CernerWorks) The time the client requests a sub-environment is under change |
| |control. |
|Usage |(Remedy) Further classification of a server type. This field is only found on|
| |server configuration items. |
|Vendor Contract |(Remedy) Third party contracts including warranties, maintenance agreements, |
| |leases, and software license contracts |
|Verification and Audit |(ITIL) A series of reviews and audits that verify the physical existence of |
| |CIs and check that they are correctly recorded in the Configuration Management|
| |system. |
|Version Number |(ITIL) Description of a Configuration Item at a particular point of time. |
|Workaround |(CernerWorks) Method of avoiding an incident or Problem either from a |
| |temporary fix or from a technique that means the Customer is not reliant on a |
| |particular aspect of a service that is known to have a resolution (Problem). |
|Workplan |(CernerWorks) The tasks involved in performing a change on a configuration |
| |item. Every Change Request must have a workplan describes the steps to |
| |perform the change within the CR. |
51 ITIL: Information Technology Infrastructure Library
Provides a comprehensive, consistent and coherent set of best practices focused on the management of IT service processes
Promotes a quality approach to achieving business effectiveness and efficiency in the use of information systems
Incorporates IT Service Management which is concerned with delivering and supporting IT services that are appropriate to the business requirements of the organization.
Service Management process are at the heart of ITIL and are considered as two core areas: Service Support and Service Delivery
Service Support: concentrates on the day-to-day operation and support of IT services. The ITIL processes included under Service Support are:
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Service Delivery: looks at the long term planning and improvement of IT service provision. The ITIL processes included under Service Delivery are:
Service Level Management
Financial Management for IT Services
Capacity Management
IT Service Continuity Management
Availability Management
Listed below are the definitions for the four critical ITIL processes of Service Support: Incident, Problem, Change and Configuration:
|Incident |Any event which is not part of the standard operation of a service and which causes, or|
| |may cause, an interruption to, or a reduction in, the quality of that service. An |
| |Incident might give rise to the investigation of a Resolution Item, but never becomes a|
| |Resolution Item. Even if handed over to the Resolution Management Process for 2nd Line |
| |Incident Control, it remains an Incident. Resolution Management might, however, manage |
| |the resolution of the Incident and the Problem in tandem, e.g., if the Incident can |
| |only be closed by the resolution of the Problem. |
|Incident Management |The Service Management process of managing unexpected operational events with the |
| |primary objective of returning service to Customers as quickly as possible. |
|Incident Control |The process of identifying, recording, classifying and progressing incidents until |
| |affected services return to normal operation. |
|Impact |The process of identifying, recording, classifying and progressing incidents until |
| |affected services return to normal operation. |
|Impact Analysis |The identification of critical business processes, and the potential damage or loss |
| |that may be caused to the organization resulting from a disruption to those processes. |
| |Business impact analysis identifies: |
| |The form the loss or damage will take |
| |How that degree of damage or loss is likely to escalate with time following an incident|
| |The minimum staffing, facilities and services needed to enable business processes to |
| |continue to operate at a minimum acceptable level? |
| |The time within which they should be recovered. |
| |The time within which full recovery of the business processes is to be achieved is also|
| |identified. |
|Impact Scenario |Description of the type of impact on the business that could follow a business |
| |disruption. Usually related to a business process and will always refer to a period of |
| |time, e.g., customer services will be unable to operate for two days. |
|Impact Code |Simple code assigned to incidents and Problems, reflecting the degree of impact upon |
| |the customer's business processes. It is the major means of assigning priority for |
| |dealing with incidents. |
|Workaround |Method of avoiding an incident or Problem, either from a temporary fix or from a |
| |technique that means the Customer is not reliant on a particular aspect of a service |
| |that is known to have a Problem. |
|Problem |Unknown underlying cause of one or more incidents. Problem Items may sometimes be |
| |identified because of multiple Incidents that exhibit common symptoms. Problem Items |
| |can also be identified from a single significant Incident, indicative of a single |
| |cause error, for which the cause is unknown. Occasionally, Problem items will be |
| |identified well before related Incidents occur. |
|Problem Management |Process that minimizes the effect on Customer(s) of defects in services and within the|
| |infrastructure, human errors and external events. |
|Problem Control |The process of identifying, recording, classifying and progressing Problems through |
| |investigation and diagnoses until either “Known Error” status is achieved or an |
| |alternative procedural reason for the Problem is revealed. |
|Classification |(As it relates to Incidents and Problem Items): Process of formally identifying |
| |incidents, resolution items and known errors by origin, symptoms and cause. The |
| |classification data strings, which are likely to include information on business |
| |impact and urgency, are essentially part of the Incident Record for automated matching|
| |of new Incidents against the Resolution Items/Known Errors database. A distinction is |
| |normally made between the initial, or opening, classification (the symptoms) and the |
| |final, or closing, classification (the cause). |
|Known Error |An incident or resolution item for which the root cause is known and for which a |
| |temporary Work-around or a permanent alternative has been identified. If a business |
| |case exists, an RFC will be raised, but, in any event, it remains a known error unless|
| |it is permanently fixed by a change. |
|Change |The addition, modification or removal of approved, supported or baselined hardware, |
| |network, software, application, environment, system, desktop build or associated |
| |documentation. |
|Change Management |The Service Management process responsible for controlling and managing requests to |
| |effect changes (RFCs) to the IT infrastructure or any aspect of IT services to promote|
| |business benefit while minimizing the risk of disruption to services. Change |
| |Management also controls and manages the implementation of those changes that are |
| |subsequently given approval. |
|Change Control |The procedures to ensure that all changes are controlled, including submission, |
| |recording, analysis, decision making, approval, implementation and post implementation|
| |review of the changes. |
|Classification |(as in Change and Configuration): The process of formally identifying changes by |
| |type, e.g. project scope change request, corrective change request, innovative |
| |function change request, technical infrastructure change request, etc. Also, the |
| |process of formally grouping Configuration Items by type, e.g. hardware, software, |
| |accommodation, people, documents, business processes, external services, etc. |
|Configuration |Any group of Configuration Items that need to be controlled in order to deliver IT |
| |services. |
|Configuration Item (CI)|Component of an infrastructure - or an item, such as a Request For Change, associated|
| |with an infrastructure - that is (or is to be) under the control of Configuration |
| |Management. CIs may vary widely in complexity, size and type, from an entire system |
| |(including all hardware, software and documentation) to a single module or a minor |
| |hardware component. |
-----------------------
CI Type(s)
Tier 1
Tier 2
Tier 3
CI Type(s)
Tier 1
Tier 2
Tier 3
Purchase
Configuration Item
1
Receive
Configuration Item
2
Inventory
Configuration Item
3
Build & Update
Configuration Item
4
Implement
Configuration Item
5
Support
Configuration Item
6
Manage data in Remedy
Sales,
Contract Mgmt
0
CWx Infrastructure
Capital & Configuration Mgmt team
CWx
Infrastructure
Services
CWx
Project Impl &
Production Mgmt
CernerWorks
IRC &
Production Mgmt
Manage data in
Peoplesoft
Manage data in
Navigator & Access
Release 1.0 Scope
Being Assembled
Deployed
Disposed
Being Assembled
Deployed
Disposed
Menu Bar
Toolbar
Search
Criteria
Search Result
Detail
Record
Properties
Search
Menu Bar
Toolbar
Quick Links
Search
Criteria
Search Result
Detail
Search
Client
Based
Information
Menu Bar
Toolbar
Client
Environment
Tree Pane
CI Based
Information
Search
Criteria
Results
CS Information
Related
Sub-Environments
Sub-Environment/Environment Information
Menu Bar
Toolbar
Form Header[pic]
Quick
Links
Quick
Search
CI Tabs
Search
Criteria
Active Broadcasts
CI Table
Sub- Environment Detail
Quick Search
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Page 6 of 99
Notes
Page 5 of 99
Notes
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