Used to explain the importance for Foundation data and how it is utilized withing ITSM.

1. Remedy ITSM Foundation Data
Foundation Data
10-Aug-2015
Saurabh Sole

2. Agenda
• Cover Foundation data.
• Walk through the spread sheets.
• System Demo for Foundation.
• Break times (Tentative)
10:30 to 11:30 – Cover Company, SITE, Support Group
11:40 to 12:30 – Cover People, Assignment
12:45 to 02:00 – Cover, Service, Prod & Op Cat, Next steps

3. Foundation Data
The first step is to define a company. Everything else that we configure belongs to
this company. You can configure multiple companies (multi tenancy) if your company
is made up of smaller units which need to be independent of each other.
We need to define the type of company to be created
In ITSM structure is defined as Company > Organization > Department, which
represents how a company is represented from a business perspective and divided
into Organisation and Department

4. Company Data
Once a company is defined we have to define the Organisation and Department. It
follows a Tier structure for Organisation and then Department.
Below is an sample of Organisation and Department
Company Organization
Department

5. Location/Site Data
The location is stored in four-tiers. The Company field is the first tier
(mandatory), Region is the second tier, Site Group is the third tier, and Site is the
fourth tier (where a site is a physical location with a mailing address, such as a
building). The regions and site groups are used to group sites within a company.
Site
Site Group
Region
Company ABCD
Buckinghamshire Berkshire
Reading
Customer 1
Address
Customer 2
Address
Slough
Sample structure – Location / SITE
Note - Based on the CLI Customer Name, Contact, Phone, Site will be populated

6. Location/Site Data
For Change we plan to load 3 type sites of SITE
1. User location – Requester SITE information.
2. Where the Change needs to be implemented – Primary SITE.
3. Impacted SITE because of a Change – Secondary Sites.
1
2
3

7. Support Group
Support groups are used to define groupings of back-office staff, based on their
skills. Support groups are also used as the initial assignment for a incident, problem,
change request, or release request.
•The Support structure can differ from the organization structure.
•A support staff member can belong to many support groups.
•The Support Group role must be specified for information only; there is no
•associated workflow.
Recommended Roles
•Help Desk – Ticket Owners for
initial assignment
•Tier 1 – Resolving Teams
•Tier 2 – Specialist Teams
•Tier 3 – Not required
Note – Support group is important to setup group notifications

8. Support Group
A support Group can be
•Assignee for Incident, Problem, Change, Tasks & CI.
•Users or authors of a template (which pre populates information on a form)
•Recipients of reminders, broadcasts or notifications.
•Users or authors of Incident Script. To pre populate questions.
•Approver for a Change.
•Receiver of intended notifications.
• Manage contract for SLA (not in scope for release1)
Note – Support group is important to setup group notifications

9. People Data
This is the main form in Remedy that holds the customer and system user records.
System user will belong to different support groups, can login and update tickets on
the system. Customer records will be maintained on the system however they wont
have access to Remedy system.
In Release 1 – Customer information and Support staff records will be loaded.
In case of Telcom customer Phone line number & other relevant information will be loaded
for fields highlighted in red.
Points to be consider
1. Categories customers/users of the system.
2. Identify the location/Site of users to be
loaded.
3. For support staff, provide organization and
support staff information
4. List of application a user needs access to.
5. Roles and permission for support users.

10. People Data
The General tab contains Agency/Division information, contact information, and
location information. The Site field isn’t bold, but is required before saving the
person record. Assignment information would be used if using the auto-assignment
tools (see the Incident Rules section).

11. Product Category
(ITIL) Services – Services are a means of delivering value to customers by facilitating
outcomes customers need to achieve without owning specific cost and risk.
https://communities.bmc.com/docs/DOC-149 https://youtu.be/ieB8YYuPOiY
ITSM captures the services offered to the customer categories service in Operational
and Product category.
Products are items used by an organization (usually IT-related) to deliver a service
against which a ticket will be raised. This helps to classify the ticket
The Product Categorization structure is defined as Tier 1 > Tier 2 > Tier 3 > product
name and manufacturer > model version.
SERVICE
Product
Cat1 Product Cat2
Product
Cat3
BlackBerry Hardware Mobile Group
Intranet
Hub Internet
Core
Application Group
Voicemail Voicemail Telephony Enterprise
Sample Product category
Note - ITSM also has a Resolution catalogue where usually we reuse the Product category

12. Operational Category
The Operational Catalogue contain a list of all the operational services that a typical
help desk provides, and can also contain items that represent symptoms of a ticket. It
also helps in auto assignment of the ticket.
The operational category can contain a list of possible cause of an incident. Because of
OpCat1 > symptoms I am facing (opcat2) > can be fixed as (Opcat3).
Service*+
Operational
Cat Tier 1*
Operational
Cat Tier 2
Operational
Cat Tier 3
Internet Failure
Connectivity
issue Reset
Voicemail Failure
Application
Issue Reset
Voicemail Failure
Application
Issue Repair
Sample Operational Category
Note - ITSM also has a Resolution catalogue where usually we reuse the Operational category

13. Assignment
Active configuration for assignment is applied to a company which means all module
will have same assignment structure.
Assignment – Capacity : Uses a formula of the number of requests assigned and a
capacity factor to determine total capacity, and assigns the request to the user with the
lowest capacity rating.
Assignment – Number : Assigns the request based on the person who has the lowest
number of requests assigned.
Assignment – Round Robin : Assigns the request to the next person in line.

14. Notifications
Notifications – Based on the assignment & status; notifications can be configured.
Need to list down the notification rules for assignment.
Notifications – Attached is the list of notifications available for a Change. Based on the
selection the users notification preferences will be configured.

15. Process Flow & Approvals
Process Flow – Associate a custom process flow with the appropriate change template
or templates. On selecting a template, the custom process flow applies to the change
request. The process determines the status flow. You must create a unique approval
process for each custom process flow.
Begin — Request For Change
Approved — Implementation In Progress (Skipped Plan and Scheduled)
Rejected — Rejected
No Approver — Implementation In Progress

16. Class, Role, Approval
• Class and stages of approval required.
• Roles for Approval.
• User/Support groups involved in Approval.

17. Next Steps
• Discuss Permission model.
• Assignment rules.
• Change Template configuration.
• Foundation Data review.