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BMC Remedy Asset Management User Guide Supporting BMC Remedy Asset Management v

BMC Remedy Asset Management User Guide Supporting BMC Remedy Asset Management version 7.6.04 January 2011 www.bmc.com Contacting BMC Software You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities. United States and Canada Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX 77042-2827 USA Telephone 1 713 918 8800 or 1 800 841 2031 Fax 1 713 918 8000 Outside United States and Canada Telephone +01 713 918 8800 Fax +01 713 918 8000 © Copyright 1996, 1998-1999, 2002-2006, 2009-2011 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. 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Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation. Restricted rights legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED—RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC SOFTWARE INC, 2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA. Any contract notices should be sent to this address. Customer support Support website You can obtain technical support from BMC 24 hours a day, 7 days a week at http://www.bmc.com/support. From this website, you can ■ read overviews about support services and programs that BMC offers ■ find the most current information about BMC products ■ search a database for problems similar to yours and possible solutions ■ order or download product documentation ■ download products and maintenance ■ report a problem or ask a question ■ subscribe to receive proactive e-mail alerts ■ find worldwide BMC support center locations and contact information, including e-mail addresses, fax numbers, and telephone numbers Support by telephone or e-mail In the United States and Canada, if you need technical support and do not have access to the web, call 800 537 1813 or send an e-mail message to customer_support@bmc.com. (In the subject line, enter SupID:yourSupportContractID, such as SupID:12345). Outside the United States and Canada, contact your local support center for assistance. Before contacting BMC Have the following information available so that Customer Support can begin working on your issue immediately: ■ product information ― product name ― product version (release number) ― license number and password (trial or permanent) ■ operating system and environment information ― machine type ― operating system type, version, and service pack or other maintenance level such as PUT or PTF ― system hardware configuration ― serial numbers ― related software (database, application, and communication) including type, version, and service pack or maintenance level ■ sequence of events leading to the problem ■ commands and options that you used ■ messages received (and the time and date that you received them) ― product error messages ― messages from the operating system, such as file system full ― messages from related software 3 License key and password information If you have questions about your license key or password, contact Customer Support through one of the following methods: ■ Send an e-mail message to customer_support@bmc.com. (In the Subject line, enter SupID:yourSupportContractID , such as SupID:12345.) ■ In the United States and Canada, call 1 800 537 1813. Outside the United States and Canada, contact your local support center for assistance. ■ Submit a new issue at http://www.bmc.com/support_home. 4 BMC Remedy Asset Management User Guide Contents About this Book 13 Audience ..........................................................................................................................13 BMC Remedy IT Service Management Suite documents .........................................14 Conventions .....................................................................................................................17 Chapter 1 Introducing BMC Remedy Asset Management 19 About BMC Remedy Asset Management ..................................................................19 BMC Remedy ITSM usability enhancements .............................................................20 Where to find features and fields that have moved ..................................................23 User interface standards for field labels ......................................................................23 Icons used in the interface .............................................................................................24 Using BMC Remedy Asset Management with other products ................................24 Installing and configuring BMC Remedy Asset Management ...............................25 User roles .........................................................................................................................26 Approver ...............................................................................................................27 Configuration administrator ..............................................................................27 Contract manager ................................................................................................28 Financial manager ................................................................................................28 Purchasing agent ..................................................................................................28 Software asset manager ......................................................................................29 User scenarios ..................................................................................................................29 Calbro Services .....................................................................................................30 BMC Remedy Asset Management user scenarios ...........................................30 Chapter 2 Getting started 41 About the IT Home Page ...............................................................................................41 Configuring the IT Home Page ..........................................................................44 Using Global search .............................................................................................45 Navigating consoles, forms, and modules .................................................................46 Using the Asset Management console .........................................................................49 Functional areas of the Asset Management console .......................................50 Using the functions on the Asset Management console ................................53 Using the KPI flashboards ..................................................................................54 Searching for CIs ..................................................................................................58 Broadcasting a message ......................................................................................63 Changing datasets ................................................................................................66 Contents 5 Performing bulk updates ....................................................................................66 Creating reminders ..............................................................................................68 Modifying your application preferences ..........................................................68 Using the Overview console .........................................................................................69 Functional areas of the Overview console .......................................................70 Console List table .................................................................................................72 Selecting status values .........................................................................................73 Role-based consoles ........................................................................................................74 Chapter 3 Working with configuration items 77 Overview of a CI .............................................................................................................77 CIs and other BMC products ..............................................................................77 Overview of the CI form .....................................................................................78 Categorizing CIs .............................................................................................................79 Setting the company and location of a CI ...................................................................80 Providing access to a CI for multiple companies .......................................................80 Using a sandbox dataset for CI data ............................................................................81 Working with discovered CIs .......................................................................................81 Creating CIs .....................................................................................................................82 Creating a Computer System CI ........................................................................83 Creating a Bulk Inventory CI .............................................................................86 Adding bulk inventory to a storage location ...................................................86 Viewing CI audits ...........................................................................................................87 Viewing a notification audit of a CI .................................................................87 Viewing a BMC Atrium CMDB audit of a CI ..................................................88 Exploring CI relationships .............................................................................................88 Using BMC Atrium Impact Simulator .........................................................................89 Functional areas of the BMC Atrium Impact Simulator console ..................91 Running an impact simulation ..........................................................................91 Creating relationships in a topology ............................................................................92 Using network topologies to diagnose problems ...........................................92 Relating CIs in a network topology ..................................................................93 Chapter 4 Leveraging secondary CI features 95 Adding work information .............................................................................................95 Relating people, organizations, and groups to CIs ....................................................96 Working with configurations ........................................................................................99 Viewing configuration information ..................................................................99 Adding a configuration to a CI ........................................................................100 Working with related items .........................................................................................100 Viewing relationship details for a computer system CI ...............................101 6 BMC Remedy Asset Management User Guide Creating records from the Relationships tab .................................................102 Relating records to CIs ......................................................................................103 Using relationship quick actions .....................................................................104 Working with costs .......................................................................................................106 Adding costs .......................................................................................................106 Working with maintenance schedules and audit schedules .................................107 Creating a schedule ...........................................................................................107 Relating a schedule to a CI ...............................................................................109 Searching for and modifying a schedule ........................................................109 Changing the status for a schedule .................................................................111 Managing decommission schedules ..........................................................................111 Notification of a virtual machine scheduled for decommission .................114 Creating outage information .......................................................................................114 CI unavailability lifecycle .................................................................................115 Creating a blackout schedule ......................................................................................118 Creating a one-time blackout schedule ..........................................................119 Creating a recurring blackout schedule ..........................................................120 Performing additional functions on the CI form .....................................................121 Chapter 5 Requisition management 125 Overview of the purchasing process .........................................................................125 Creating purchase requisitions ...................................................................................129 Specifying purchase items manually ..............................................................132 Purchase requisition states ...............................................................................136 Obtaining pricing ...............................................................................................136 Pricing purchase items ......................................................................................136 Submitting the purchase requisition for approval ........................................138 Approving the purchase requisition ...............................................................138 Modifying rejected purchase requisitions ......................................................140 Working with purchase requisitions .........................................................................141 Modifying purchase items ................................................................................141 Removing purchase items ................................................................................142 Holding a purchase requisition .......................................................................143 Canceling a purchase requisition ....................................................................143 Viewing purchase requisitions in the console ..........................................................144 Searching for purchase requisitions ...........................................................................144 Working with purchase orders ...................................................................................145 Searching for purchase orders .........................................................................145 Completing a purchase order ...........................................................................146 Placing uploads/Management/ am-user-guide.pdf