Re: ? New Hires/Terminations/Moves solution
Well, we use OOB ITSM, so with Version 6.x Tasking is now available to us in Help Desk. Since we don't use Change the way most normal companies do, that wasn't an option. I simply configured CTI's for Help Desk and Tasks based on what we call MAC (Moves/Adds/Changes) and we now manage all new hire and termination processes this way. We stick to MAC at the CTI level since we ONLY use it for those types of activities that require multiple 'tasks' and where something new, terminated or changing is happening. That way if we ever get around to re-doing the entire CTI structure, it won't impact those tasking elements we have already configured. We are also now using this for new server installations (rack, install OS, etc., decommissions, and other types of activities that involve multiple tasks. Hope this helps. :) Candace H, now do I get a turn at what to call it? How about Provisioning Uniform Details - Then you could nickname it PRUD. Just kidding. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jeevan Kale Sent: Thursday, August 17, 2006 12:45 PM To: arslist@ARSLIST.ORG Subject: Re: ? New Hires/Terminations/Moves solution I do not think Remedy has an out of box application for this. As far as the name goes how about Systems Technology Access Request Tool (START) ? At 03:04 PM 8/17/2006, Carol Carnevali wrote: We want to begin using Remedy to track the process of hiring/terminating/moving employees and consultants and I was wondering what other companies are using to do this. Is there an off-the-shelf Remedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this: HR initiates the request and creates an Employee record Hiring manager needs to fill in the requirements Facilities needs to provide a workspace Voice Comm needs to set up a phone PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know what software is required. Security needs to provide access to the building Data Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place - For terminations, the reverse needs to take place. - For consultants, the process may be slightly different and there needs to be a termination date. - For associates who move, another process needs to take place. And the $99,000 question is: What is the best name to call this process? There must be an industry name for it, right? Thanks for your replies. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org - * This message contains information from Silicon Valley Bank, or from one of its affiliates, that may be confidential and privileged. If you are not an intended recipient, please refrain from any disclosure, copying, distribution or use of this information and note that such actions are prohibited. If you have received this transmission in error, please notify the sender immediately by telephone or by replying to this transmission. This message may include indicative rate information relating to one or more products offered through Silicon Valley Bank, or affiliated broker-dealer, SVB Securities. Rates and yields shown are provided for informational purposes only, are not guaranteed, and are subject to market conditions and availability. Nothing in this communication shall constitute a solicitation or recommendation to buy or sell a particular security. Columbia Cash Reserves, Columbia Treasury Reserves, Columbia Institutional Cash Reserves, SVB Securities Liquid Reserves, SVB Securities Institutional Liquid Reserves and SVB Securities Horizon Shares are offered through SVB Securities, a registered broker- dealer and non-bank affiliate of Silicon Valley Bank. Investments in these products require the involvement of a licensed representative of SVB Securities. Investment products offered through SVB Securities are not insured by the FDIC or any other Federal Government Agency, are not deposits of or guaranteed by Silicon Valley Bank or its affiliates, and may lose value. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
? New Hires/Terminations/Moves solution
We want to begin using Remedy to track the process of hiring/terminating/moving employees and consultants and I was wondering what other companies are using to do this. Is there an off-the-shelf Remedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this: HR initiates the request and creates an Employee record Hiring manager needs to fill in the requirements Facilities needs to provide a workspace Voice Comm needs to set up a phone PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know what software is required. Security needs to provide access to the building Data Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place - For terminations, the reverse needs to take place. - For consultants, the process may be slightly different and there needs to be a termination date. - For associates who move, another process needs to take place. And the $99,000 question is: What is the best name to call this process? There must be an industry name for it, right? Thanks for your replies. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ? New Hires/Terminations/Moves solution
We created a special View on the Change Request Form and used Yes/No boxes based on the information needed for the users and had it generate the task automatically. Same with Change and Removes. Pam Hollis Senior Programmer - Remedy Tractor Supply Company (615 )366-4617 (telephone) (615) 277-4617 (fax) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carol Carnevali Sent: Thursday, August 17, 2006 2:04 PM To: arslist@ARSLIST.ORG Subject: ? New Hires/Terminations/Moves solution We want to begin using Remedy to track the process of hiring/terminating/moving employees and consultants and I was wondering what other companies are using to do this. Is there an off-the-shelf Remedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this: HR initiates the request and creates an Employee record Hiring manager needs to fill in the requirements Facilities needs to provide a workspace Voice Comm needs to set up a phone PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know what software is required. Security needs to provide access to the building Data Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place - For terminations, the reverse needs to take place. - For consultants, the process may be slightly different and there needs to be a termination date. - For associates who move, another process needs to take place. And the $99,000 question is: What is the best name to call this process? There must be an industry name for it, right? Thanks for your replies. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ? New Hires/Terminations/Moves solution
Carol, We are doing something similar here. Our Remedy system is now integrated with our HR system and other systems. When an employee or non-employee (ie. temp through an employment agency) is hired the Remedy system detects this and creates the necessary tickets. Same thing when they terminate. Details: One the front end a couple web application were created for managers to submit requests to hire someone. The manager would check the boxes to install phones, computers, email, etc. The person that has the authority to approve hires/terms then approves the request. Every ## minutes an escalation runs to see if there are any new tickets that need to be generated. For terminations, several additional steps take place. External systems are queried to see if they have an account, for example BlackBerry, VPN, etc. If so, then tickets are created to disable these accounts and assigned to the appropriate groups. Tickets are usually created prior to the employee's last day. The date/time the network account, email account, VPN account, BlackBerry account, etc., should be disabled (each could be different date/times) appears in the description of the ticket. To help keep users from disabling account prior to this date/time I added a field to the ticket forms and a filter to prevent the ticket from being closed or resolved. Note that this may take some time to implement to the point that it is fully automated. The time involved depends upon the complexity of the external systems that handle the hires/terms, your Remedy application, and available developers (in languages besides ARS). As far as the name of the process, I refer to it as HR Integration with Remedy. I'm sure there is a better term out there. HTH Stephen -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carol Carnevali Sent: Thursday, August 17, 2006 3:04 PM To: arslist@ARSLIST.ORG Subject: ? New Hires/Terminations/Moves solution We want to begin using Remedy to track the process of hiring/terminating/moving employees and consultants and I was wondering what other companies are using to do this. Is there an off-the-shelf Remedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this: HR initiates the request and creates an Employee record Hiring manager needs to fill in the requirements Facilities needs to provide a workspace Voice Comm needs to set up a phone PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know what software is required. Security needs to provide access to the building Data Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place - For terminations, the reverse needs to take place. - For consultants, the process may be slightly different and there needs to be a termination date. - For associates who move, another process needs to take place. And the $99,000 question is: What is the best name to call this process? There must be an industry name for it, right? Thanks for your replies. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ? New Hires/Terminations/Moves solution
I do not think Remedy has an out of box application for this. As far as the name goes how about Systems Technology Access Request Tool (START) ? At 03:04 PM 8/17/2006, Carol Carnevali wrote: We want to begin using Remedy to track the process of hiring/terminating/moving employees and consultants and I was wondering what other companies are using to do this. Is there an off-the-shelf Remedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this: HR initiates the request and creates an Employee record Hiring manager needs to fill in the requirements Facilities needs to provide a workspace Voice Comm needs to set up a phone PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know what software is required. Security needs to provide access to the building Data Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place - For terminations, the reverse needs to take place. - For consultants, the process may be slightly different and there needs to be a termination date. - For associates who move, another process needs to take place. And the $99,000 question is: What is the best name to call this process? There must be an industry name for it, right? Thanks for your replies. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ? New Hires/Terminations/Moves solution
START! What a great idea! Thanks, Jeevan. Carol ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ? New Hires/Terminations/Moves solution
** We have built a home grown process to do just want you are looking to do. We called our Employee Change Request (ECR) but it is used for anybody with access to our systems/facilities no matter if they are an employee or not. We have a relationship field: vendor, employee, etc that we can report on and create workflow against ( i.e. if the relationship is not employee the company name is required). I stopped short of calling it Identity Management (possibly the industry name you are looking for) since it is not currently integrated to any provisioning applications that would actually create/delete the accounts. It is a start as an authoritative system to build Identity Management upon though. It started out using the Change Request form like Pam but we saw pretty early on that we wanted to break it off the CR form to keep the other processes separate because the customizations to track users would be more invasive on the CR form then we wanted (and keeping ITSM upgrades in mind). The overall process does act like the Change Request however. There is a parent ECR request and ECR tasks are created depending on what boxes are checked on the parent (I am thinking about making this a table field with config records because I am running out for room for check boxes as we add systems). There is a configuration component in how the tasks are created. They can be setup to track additional information and then the person resolving the task is forced to enter a username, badge number, phone number or whatever is appropriate and the status of the access for that task. If the task is configured to track info another record is created/updated in a third form (System Access Records or SAR) that captures the specifics of the access when task is resolved. This gives visibility to what access or assets (set of special keys maybe) a person has when they terminate or change positions. Also on a "Remove All" request the SARs for that person automatically check the appropriate boxes to make sure all accounts are disable and assets recovered. Since there is sensitive account info in the application only IT groups that work on ECRs have access to it (computed group) and the few non-IT groups that work on ECRs can only see ECRs where they have a task to perform, only see their task within that ECR and can only see System Access Records for their system (facilities can only see the person has a electronic badge but not the AD account and username). Some requests are submitted by HR and other by the Help Desk in response to emails. We do have a link to our Peoplesoft database so eventually the whole process for employees will be automated. This way no employees slip through the cracks when they leave and it is a customer service benefit to have a request for accounts kicked off before they start (as long as the person's info is entered into Peoplesoft before they start work). We are currently in the process of defining system access based on job code. We have a handful of systems done so far. The ECR automatically checks the boxes and created the tasks appropriate for the job code. The next step is to put it in mid-tier for people to submit their own request and remove the emails to the Help Desk. JasonOn 8/17/06, Carol Carnevali [EMAIL PROTECTED] wrote: We want to begin using Remedy to track the process ofhiring/terminating/moving employees and consultants and I was wonderingwhat other companies are using to do this.Is there an off-the-shelfRemedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this:HR initiates the request and creates an Employee recordHiring manager needs to fill in the requirementsFacilities needs to provide a workspace Voice Comm needs to set up a phonePC Help Desk needs to provide a PC or Laptop, cabling, and needs to knowwhat software is required.Security needs to provide access to the buildingData Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place- For terminations, the reverse needs to take place.- For consultants, the process may be slightly different and there needsto be a termination date. - For associates who move, another process needs to take place.And the $99,000 question is:What is the best name to call this process?There must be an industry name for it, right?Thanks for your replies. ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: ? New Hires/Terminations/Moves solution
Carol- We've had a number of companies use our product, Kinetic Survey (http://www.kineticdata.com/products/survey/index.htm) for managing the front end of this process, namely publishing your forms out to your customers in a very easy to use, customer-friendly way. Kinetic Survey then captures the form data and can then direct other forms to an approver if needed. From there, our application can then create a Help Desk, Change Mgmt or any other ticket for the actual fulfillment process. Kinetic Survey is built on Remedy (BMC Remedy Action Request System, for any BMC'ers listening), so integrating the application with any OOB or Homegrown app is easy. Having our data in Remedy can also cut down on those customizations: You can ask all the questions you want (without adding new fields to your form), and then reference the collected data from your Help Desk or other app through table fields, reports or related items. In addition, you get a great app ideal for those other tasks you'd someday like to get to but never can (like that Customer Satisfaction Survey or Office Party Registration System). So, you say, what do surveys have to do with forms management? Kinetic Survey is what we like to call an Enteprise Feedback Management (EFM) app. Besides a nice acronym, this means that we can handle all types of feedback, whether surveys, forms, call scripting, data validation and many other situations. Please let me know if you'd like more info- Kelly Heikkila [EMAIL PROTECTED] Kinetic Data -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Sent: Thursday, August 17, 2006 2:04 PM To: arslist@ARSLIST.ORG Cc: Carol Carnevali Subject: ? New Hires/Terminations/Moves solution We want to begin using Remedy to track the process of hiring/terminating/moving employees and consultants and I was wondering what other companies are using to do this. Is there an off-the-shelf Remedy application that handles this well or is it better to custom-build something? Basically, the process goes something like this: HR initiates the request and creates an Employee record Hiring manager needs to fill in the requirements Facilities needs to provide a workspace Voice Comm needs to set up a phone PC Help Desk needs to provide a PC or Laptop, cabling, and needs to know what software is required. Security needs to provide access to the building Data Security needs to provide access to the network, etc. User setup on various software (such as Remedy) needs to take place - For terminations, the reverse needs to take place. - For consultants, the process may be slightly different and there needs to be a termination date. - For associates who move, another process needs to take place. And the $99,000 question is: What is the best name to call this process? There must be an industry name for it, right? Thanks for your replies. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
