California Technology Agency ITSM Service Request Management System Customer Overview

Introduction

Welcome to the California Technology Agency Information Technology Services Management (ITSM) Service Request Management System (SRMS) Customer Overview.

The Service Request Management System (SRMS) is the newest version of BMC Software's ITSM (Remedy) suite of tools.

At this time, the Technology Agency ITSM Service Request Management System does not replace the OTech Customer Service System (CSS).  Please continue to use the CSS system to submit billable service requests to OTech. A future project will incorporate these billable service requests into the Technology Agency ITSM Service Management System.

The Technology Agency ITSM Customer Overview consists of a link to the Login page, Technology Agency ITSM SRMS Instructions, and Training Video Modules. The online Training Videos consists of five modules that visually demonstrate how to use the system and includes “voice over” instructions for those who have audio available on their workstation. For those who do not have audio, please follow the instruction text “bubbles” in each module.

Logging on to the System

Technology Agency ITSM SRMS Login

Technology Agency ITSM SRMS Instructions and FAQs

Technology Agency ITSM SRMS Procedures (pdf)

Technology Agency ITSM SRMS Quick Reference Guide (pdf)

FAQs

Training Video Modules

Logging on to the System

This module will show you how to log on to the system. (Approximately 2 minutes)

Submitting a Request on Behalf Of

This module shows you how to submit a request using the “On Behalf Of” function.  We recommend Technology Agency/OTech customers use the “On Behalf Of” function in order to allow unrestricted viewing of all requests submitted by users within their agency or department. (Approximately 2 minutes)

Viewing a Request

This module will show you how to view the details of a request and its activity log. (Approximately 2 minutes)

Updating a Request

This module will show you how to update a request. (Approximately 1 minute)

Logging Off

This module will show you how to log off the system. (Approximately 1 minute)