Here are three topics that discuss Service Request Management using tools that will streamline the process, Request Management from an overall perspective and how to target different users with specific content relevant to their needs.
Find out more and register at www.wwrug10.com Topic Getting SRM and ITSM to do what you want!" Abstract Many companies that have made the investment in ITSM and SRM want to configure them to match their business needs around both data capture and process flow from service requests through to fulfillment. Getting the configuration right requires specialist knowledge of the applications and often complex data loads - is there an easier way ? Synopsis Abydos Designer provides an alternative to complex configuration by using a simple process modelling interface for both data capture and process flows relating to your service requests, work order fulfillment, change requests, problems and incidents. This session will show how you can construct a process from scratch in minutes and use it to deliver an end-end service within SRM 76 and ITSM 7 without the need for any templates, advanced interface forms, workflow customisations or specialist application knowledge. Topic How to Build a Successful Service Request Management Solution Abstract Request management solutions are widely used today. Different companies use them for various purposes - from basic submittal of incidents to comprehensive service catalog solutions. Equally diverse is the choice of technology used to implement these solution, often including home-grown implementations as web form. In this presentation we will discuss the key success criteria for building out a service request management solution that adds immediate value to the business yet allows for cost-effective development and administration. Using the example of BMC Service Request Management, we will show how to achieve meeting those success criteria. Attendees will learn how to develop and administrate a request management solution, based on best practices from BMC's large installed base for SRM. Synopsis Covered in this presentation will be the following topics: - What's the difference between a service catalog and a service request catalog and how to decide what to implement - Key success criteria for service request management solutions - How to structure an effective service request catalog - The importance of close integration with fulfillment solutions and how to achieve that - How to manage flexible approval and entitlement rules for enterprise organizations - Best practices in designing request forms and fulfillment processes The presentation also provides references to existing material that allows attendees to further immerse themselves into the topics above. Topic Manage and Create Content for the AR System Home Page Abstract As of release 7.6.03, AR System comes with a new default home page that allows users to personalize it with different kinds of content. Luckily every AR System developer already knows how to create and deploy this content because they are simply AR System forms. Come and learn about the home page itself, its configuration model (including security, localization, and more), and the guidelines for developing forms that will display nicely within the home page. Synopsis This talk is for administrators who want to understand how the Home Page customization model works, how to target different content to different users, and so on. This requires a solid understanding of its configuration model (including security, localization, and more). It is also for AR Developers who wish to develop content for the home page. We will cover the guidelines for developing forms that will display nicely within the home page, and techniques for using forms as integration wrappers to external content that can easily be brought into the Home Page environment as well. Phil Bautista, WWRUG10 Advisory Board 512-731-0304 http://www.linkedin.com/in/philbautista http://www.wwrug.org/wwrug10/contact_phil.html _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
