Hi,
some sources I know. Maybe they are useful - and maybe you know them already... videos: http://www.youtube.com/user/BMCSoftwareBMCtv docs: https://docs.bmc.com/docs/dashboard.action (you have a SupC-id, right?) HTH Rüdiger >________________________________ >Von: Andrew Hicox <[email protected]> >An: [email protected] >Gesendet: 19:12 Mittwoch, 25.September 2013 >Betreff: ITSM n00b looking for documentation and/or (free) learning resources > > > >** >Everyone, > > >I've been working with Remedy in a custom development context for a very long >time, and I'm now preparing to start a new gig where I'll be working with ITSM >for the first time. I've gotten rather lucky in that the shop I'll be working >for has both custom development work (which I should be able to step right >into), and also an ITSM system that I'll be getting up to speed on, and doing >quite a bit of learning about. > > >I don't expect I'll become an expert overnight. ITSM is deeper than the mind >of Minolta, no doubt. However I'd like to do a bit of homework before I start >the new job, so that I have a good foundation to begin from. > > >For the last three weeks it feels like I've been completely spinning my >wheels. Though I've finally managed to get a proper 8.1 install over Oracle >set up on some Linux VMs, the online documentation for 8.1. is basically >rubbish. I'm sorry to say it, but after really giving it everything I've got, >trying to make heads or tails of it for three weeks now … the 8.1 ITSM online >documentation really is like someone took a pile of half written design >documents and put them through a blender, then slapped 'em on the internet and >said "DONE!". > > >What I'd give at this point for a nice set of PDFs like those that come with >the arserver install … (PDF exports of the mess on the internet do not count). > > >Well … I was ready to give up, then out of desperation, I began typing my >questions into Google, and LO and BEHOLD … PDF's EXIST, but only for the >7.6.04 version (well ok … it's better than nothing -- which is precisely what >the online documentation is, at least to someone coming from my perspective). >After further investigation, I determined these PDFs were for all intents and >purposes deeply hidden in the help file downloads for each ITSM component. It >took me all darn day … I had to download like 10 or 15 GB of data off the >support site, write a perl script to spider through, find all the PDFs, MD5 >them and expunge the duplicates, but I finally managed to get a set of ITSM >documentation together (per the list of 'related documents' at the top of the >"BMC Remedy IT Service Management Concepts Guide"). > > >Well … mostly complete. I still can't find these, and I'm wondering if anyone >can help me or point me to where they might be: > > > * Remedy BMC ITSM Configuration Quick Start > * BMC BladeLogic Client Automation Configuration Discovery Integration for >CMDB Getting Started Guide > * BMC BladeLogic Client Automation CMS Tuner User Guide > * BMC Service Management Process Model Best Practice Flows > * BMC Service Management Process Model Role Mapping to BMC Remedy ITSM >Suite > > >Again … I've found the rest, though to be frank even the PDFs (though 10000x >better than the "online documentation") tend to be rather impenetrable as >well. I've got about 2.5 weeks left to get my learn-on. I'd like to be able to >do the following before I start my new gig: > > >1) set up a new company via the Application Administration form, and actually >*know* what all the steps mean -- it seems like there should be some sort of >walk through doc that tells you for instance, what the specific significance >of "support group role" is, but damned if I can find it so far. > > >2) set up a minimal group of fake users required to walk various ticket types >through a lifecycle (Incidents and Change Requests minimally). Not unlike the >Calbro demo data, but I want to set this up myself for my fake company from >step 1so I can genuinely understand what's going on. > > >3) enter some fake CI's into the CMDB for my fake company. My first thought >was setup ADDM and let it scan my home network and put in whatever it finds. >After looking at the complexity of ADDM, my second thought is "there must be a >way to feed in a CSV file or something" > > >If anyone out there in Remedy-land has any resources in mind that could help >me on my way, I'd much appreciate links and hints, > > >thanks everyone, > > >-Andy_ARSlist: "Where the Answers Are" and have been for 20 years_ > > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
