Remedy Change Management

[tsulli]

I have a question that I am trying to get information on. My organization is currently upgrading to the ITSM version of remedy and there is some discussion on what form is being used to create the RFC. So my question is if anyone is currently using or is going to use the ITSM version of remedy and what are your thoughts on what form the RFC is created in. The tools group is stating that the RFC is created in the Incident form and I tend to disagree with that statement. Any help will be appreciated.

[Bingo]

Hi,

I have used the Remedy ITSM product previously and can tell you that the IM, CM and PM forms are all independant as you have the ability to implement one or many or all of these options
You do have the ability to create a ticket for a different discipline out of the info contained in the active form - eg, create a chnage from an incident, a problem from an incident etc

Hope that this helps

[Guerino1]

Hello Tsulli,

Bingo is correct. They are treated as separate modules with separate forms. You may want to look at whether or not all modules are enabled.

My Best,

Frank Guerino, CEO
TraverseIT
On-Demand ITIL