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HelpRemedy 7.0 is Coming
To All Remedy Users:
As part of the 700+ support providers using Remedy IT Service Management (ITSM) for customer service requests, you're in for an upgrade! Remedy 7.0 will be available shortly, and will provide a number of user-friendly new features including the following:
- Improved ITIL Conformance - Helps the user follow ITIL processes for incident management and problem investigations;
- Cost Tracking - Can be tracked as the incident moves between support groups, based on either flat-rate or time-based costs;
- Enhanced Audit Log - Can now be filtered (e.g., to view only date field audit records or assignment changes);
- Enhanced Problem Management - Uses separate form for managing life cycle of full problem investigation, including knowledge database entries;
- Incident Matching - Users can search for known errors, knowledge database entries, problem investigations, etc., using the Incident form;
- Incident Templates - Can be used to populate incident tickets with standard information regularly entered;
- Categorization - Recorded separately for operational and product categorization, each with multiple levels; allows for multi-tenancy.
When will the upgrade happen?
The implementation phase of the project is near its completion and we are scheduled for a go-live date of July 13.
Please note, Remedy will be unavailable the weekend of July 11-12 as part of the final transition.
What do I need to do to prepare for the change?
To prepare for the July 13 implementation you will need to upgrade your desktop Remedy application. Your department's desktop support team will coordinate this effort with you.
The Remedy technical team have also been working closely with your department representatives, and one or more Subject Matter Experts (SME) have been appointed for each department. SME training begins this week. For Medical Center staff, training will be coordinated by Amy Rosenhaus; for OAAIS staff, training will be coordinated by Shawn Hall; and for all other campus departments, training will be coordinated by your SMEs.
Where can I find a list of SMEs and other project information?
Further information on the Remedy upgrade can be found on the Remedy 7 project page.
A list of departmental SMEs can be found on the Remedy website SME page.
If you have any questions, please feel free to contact me directly.
Shawn Hall
Remedy Administrator, OAAIS
415-476-8758