Release Notes

BMC Service Management Process Model for Service Support and Service Delivery
Version 7.6.00 October 2009

BMC Software is releasing version 7.6.00 of the Service Management Process Model (SMPM) product. These release notes supplement the product documentation and describe enhancements in this version.

NOTE
Before you install the product, check the Customer Support website at http://www.bmc.com/support for updated documentation (for example, flashes and technical bulletins); product downloads, patches, and fixes (PTFs); and product availability and compatibility (PAC) data. The following topics are provided:
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Publishing SMPM to your intranet (page 2) New and updated features in SMPM (page 3)

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Publishing SMPM to your intranet

Publishing SMPM to your intranet

Publishing SMPM to your intranet is a prerequisite to accessing SMPM from the BMC Remedy ITSM applications. When you finish publishing SMPM on the intranet, configure the BMC Remedy ITSM applications to view SMPM. For information about how to do this, see the Post Installation-procedures chapter in the BMC Remedy IT Service Management Installation Guide.

! To publish SMPM version 7.6.00 on your intranet

1 Install SMPM version 7.6.00 by running the SMPM version 7.6.00 installer, Installer.exe.

The default installation path creates the directory structure shown in Figure 1 and places it in the Program Files\BMC Software sub-directory.
Figure 1: Default installation path

2 Copy the contents of C:\Program Files\BMC Software \BMCServiceManagementProcessModel\SMPM to the location on your web server

from which you publish files to your intranet.

NOTE
Do not copy the SMPM sub-directory itself, only copy the files in the sub-directory. Figure 2 on page 3 shows where to copy these files if you are using an Apache Tomcat web server. If you are using a different web server, the location will be different.

Release Notes

October 2009

New and updated features in SMPM Figure 2: File copy location

NOTE
The other SMPM sub-directories (\Implementation Files, \Presentations, \Process and Procedure Diagrams, and so on) contain documents that are needed for SMPM process implementation and customization. You do not need to copy them to the web server.

New and updated features in SMPM

This section describes the new and the updated features in SMPM version 7.6.00.

General updates
The work instructions in the process model throughout SMPM version 7.6.00 have been updated to reflect the new best practice views of the following forms:
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Problem Investigation Known Error Change Release

BMC Service Management Process Model for Service Support and Service Delivery

New and updated features in SMPM

Configuration Management process

The following updates appear in the Configuration Management process:
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The Configuration Management process and form definitions have been updated to include the new Software License Management functionality. The term "Service Asset and Configuration Management" has been added to the glossary. The definition reads: The mission of the Service Asset and Configuration Management process is to make the relevant information about the infrastructure, including financials, available to the other service management processes in an accurate, complete, and timely fashion. In the Service Management Process Model, this term is abbreviated to "Configuration Management.

Incident Management process

The following update appears in the Incident Management process:
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The KPIs section has been updated to match the Process KPIs in BMC Remedy Incident Management.

Problem Management process

The following updates appear in the Problem Management process:
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The process model has been updated to reflect the new Best Practice view of the Problem Investigation form and of the Known Error form. The KPIs section has been updated to reflect updates with the Process KPIs in BMC Remedy Problem Management.

Release Notes

October 2009

New and updated features in SMPM

Change Management process

The following updates appear in the Change Management process:
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The process model has been updated to reflect the new Best Practice view of the Change form. The KPIs section has been updated to match the Process KPIs in BMC Remedy Change Management. Change Management work instruction 3.9.1 has been updated to indicate the status should be set to "Closed" with the status reason "Successful." This ensures the approval signatures will remain available for review. Change Management work instruction 5.3.3 has been corrected to ensure that a task is always closed with the status reason "Successful." This prevents the complete change from being closed automatically. Change Management work instructions 1.12.6 and 1.13.5 were added and work instruction 2.6.4 was updated to ensure relationships are established between tasks and the affected configuration items (CIs).

Release Management process

The following updates appear in the Release Management module process:
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The process model has been updated to reflect the new Best Practice view of the Release form. The KPIs section has been updated to match the Process KPIs in Release Management module.

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BMC Service Management Process Model for Service Support and Service Delivery