Thanks! I'd found both the youtube channel and docs.bmc.com already. The youtube channel is especially useful if you're reading through the 8.1. online documentation which will say something like "the following video explains …" followed by whitespace where the video is supposed to be (this happens a LOT). Sometimes you can go looking on the youtube channel and find the video they were talking about (well I mean maybe -- in the end you can't be completely sure it's the same video the docs were alluding to, but most of the time I've been able to find what seems to be the missing piece).
docs.bmc.com … well … I've not had a lot of luck with the search function so far. I'd spent some time looking for a hierarchal directory on that site, so I could perhaps have a better shot at finding what I'm looking for the old fashioned way … and I might be missing it, but I can't seem to find one. In any case, much thanks for the pointers. Still haven't found my missing PDFs … in particular, the "BMC Remedy ITSM Configuration Quick Start" seems to have a promising title … though I fear if I find it, that it'll be along the lines of the CMDB "quick start card" which is … pretty laughable "Step 1: install it! Step 2: put your data in! step 3: PROFITABILITY!" … LOL. I'm working my way now through the "Remedy IT Service Management Administration Guide" which is actually answering a lot of my questions (though in an odd order). I've searched Amazon quite thoroughly, and unless I'm missing it, nobody seems to have written a book about BMC ITSM. Which is kind of astounding given it's complexity. Seems like a golden opportunity for some technically minded author out there to write "BMC ITSM Demystified" or the like :-) -Andy On Sep 26, 2013, at 1:58 AM, Rüdiger Tams <[email protected]> wrote: > ** > > 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_ > > > _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"
