UNC Chapel Hill ITS Remedy Development Services

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					                      UNC Chapel Hill
    ITS Remedy Development &Services

Application Architecture &
Service Management Model
                                                                                                                                           Current Functionality
                                                                         UNC Chapel Hill                                                   Possible Future Functionality

                                                                   Remedy Implementation                                             RFS Request for Service
                                                                                                                                     PTS Project Tracking System
                                                                                                                                     CRS Customer Relationship System
                                                          UNC                                                                        CRC Computer Repair Center
                                                     Knowledgebase



  AUTOMATIC DHCP
   REGISTRATION
                                                                                                     CMDB
                                                        Self-Help &
                                       CRS          Integration w / RFS

    CCI DHCP
   Registration
                                                                                Linkage of request tasks to
                                                                                  Individual PTS projects
                                                                                                                                     PTS

 Auto-Register
                    Service Support




                                                                                                                                             Service Delivery
 DHCP Server
                                                             Crystal Reports &
  Auto-Block                                                   Flashboards
                                          Request
                                            For                                                          RamShop
                                          Service                                                                            Change
                                                                                                                           Management                              SLA
    Tipping
                                                                                                                            Application                         Management
   Point/ASM
                                                                    Faculty/Staff/Student          CRC            Loaner
                                                                      Hardw are Repair


                                                                                    Initiate Change Requests
AUTOMATIC DHCP                                                                               From RFS
   BLOCKING

  Security                                  Helpdesk                      Problem
 Management                           Incident Management                  Mgmt                   Asset /Config              Change                             Service Level
                                                                                                  Management               Management                           Management


  Pow erPoint: w ww.unc.edu/remedy/presentations/service_mgmt.ppt About Remedy: w ww.unc.edu/remedy/about.html
                                         Campus Remedy Applications Enable Cradle to
                                                                 Grave CCI Support


                      Asset
                    Management
                                                   CCI Purchase                           Auto-DHCP
                                                                                          Registration


                                                              Ram Shop
               Life Cycle
                                                                          ITP
                                                                    Dept Purchase


                                                                                      HelpDesk Support

   Auto-DHCP                       RFS
Disable & Release                                                               RFS
                                 IP Lookup
                                                                           Loaner
                                                                                                  Incident Mgmt-
                                                                                                   Loaner Mgmt

            Security Violation                       RFS
                                             CRC           Loaner
                                                                                            Current Functionality
                      Incident Mgmt                                                         Possible Future Functionality
                       Loaner Mgmt                            Hardware Repair           RFS Request for Service
                    Configuration Mgmt                                                  CRC Computer Repair Center
                                                  UNC Chapel Hill Remedy Implementation:
                                                                  RFS-Request for Service



Function
•   Document, track, communicate and resolve incident and service requests from faculty, staff, and students at UNC
    Chapel Hill

Stakeholders
•   Faculty, Staff, Students
•   ITS, UNC-CH Human Resources, School of Medicine, School of Public Health, School of Arts & Sciences, Kenan
    Flagler Business School, School of Education, School of Law, Institutional Research, Student Affairs, Computer
    Sciences, Facilities Services

Statistics
•    170,000 requests created in 2004
•    950 licensed users
•    Access from 962-HELP, Remedy Client, Online Help Request, Email, Chat

Integrations
•    DHCP Automated Registration through CTOPS
•    DHCP Automated Registration through RAM SHOP application
•    Tipping Point/ASM computer isolation for ITS Security
•    Automated DHCP disabled and release integration
•    GoToAssist Chat Integration with ITS Response Center
•    LDAP integration to replace current Sybase database
•    Future integration with Self-Help from UNC Knowledgebase
•    Computer Repair Center application integration to manage RFS tickets
•    Project Tracking System linkage of RFS tickets to a project
                                   UNC Chapel Hill Remedy Implementation:
                                             PTS-Project Tracking System



Function
• Document, track, communicate and resolve projects and campus-wide issues from
   faculty, staff, and students at UNC Chapel Hill

Stakeholders
• Faculty, Staff, Students
• ITS, UNC Human Resources, School of Arts & Sciences, Kenan Flagler Business
   School, School of Education,

Statistics
• Over 2,550 projects created

Integration
• Linkage of PTS projects to associated RFS task requests
• Linked to current ITS Change System used to track change requests
                                                  UNC Chapel Hill Remedy Implementation:
                                                  CRC-Computer Repair Center Application



Function
•   Document, track, communicate and resolve hardware repair requests from faculty, staff, and students at UNC
    Chapel Hill

Stakeholders
•   Faculty, Staff, Students
•   ITS, UNC-CH Human Resources, School of Medicine, School of Public Health, School of Arts & Sciences, Kenan
    Flagler Business School, School of Education, School of Law, Institutional Research, Student Affairs, Computer
    Sciences, Facilities Services

Statistics
•    9200 requests created in 2004; 75% resulting in component replacement
•    IBM machines sold to UNC 42,700
•    IBM machines sold to UNC Students 20,991
•    Over 24,000 total CRC requests created to date
Integrations
•    Manages and communicates status updates to RFS requests
•    Integrates with the RAM Shop as a cost recovery tool for hardware repairs
•    Communicates with IBM component ordering system for CCI machines
•    Communicates with the Loaner application to ensure loaned equipment is returned prior before repaired/replaced
     machines are given to faculty, staff or students.
                                                  UNC Chapel Hill Remedy Implementation:
                                                   RAM Shop Invoice - Loaner Applications



Function
•   RAM Shop: Tracks all Student, Faculty, Staff purchases collecting PID, Serial Number and Network/Hardware
    address
•   Loaner Application: Provides campus groups with the ability to track and maintain an internal asset pool
Stakeholders
•   Faculty, Staff, Students
•   ITS, School of Medicine, School of Public Health, Kenan Flagler Business School, School of Education, School of
    Law, Computer Sciences

Statistics
•    Over 6000 assets tracked within Loaner application
•    All CCI purchases at the Ram Shop are documented through RAM Shop application
•    Access from 962-HELP, Remedy Client, Online Help Request, Email, Chat

Integrations
•    Automated DHCP registration through RAM SHOP application
•    Communications with CRC application processes repairs and invoicing through RAM Shop application
•    Communication with RFS ticket to prevent incident closure of RFS requests until loaned equipment is returned
•    RAM Shop Invoice application handles all CCI distribution and RAM Shop sales of network devises from their store
•    ITS Enterprise Applications group accesses RAM Shop data for grant collection
•    RFS integration for CCI purchase information such as serial number, hardware address and network address
•    RAM Shop application data used within RFS for configuration updates for CCI equipment
                                UNC Chapel Hill Remedy Implementation:
                                CRS-Customer Relationship System (HR)



Function
• To provide a single application that can access multiple data sources
  required to provide a high level of customer services to UNC Chapel Hill
  employees. The CRS documents, tracks, communicate and resolve requests
  from employees at UNC Chapel Hill.

Stakeholders
• Faculty Staff
• UNC-CH Human Resources

Statistics
• Over 2600 requests created since deployment in Oct, 2004

Integrations
• LDAP communicates with CRS to designate HR Facilitators at UNC
• HR Payroll and HR Deduction integration views for centralized HR data