SRM 7.6 doesn't seem like some huge change from the SRM Console point of view. We've had bad feedback for SRM's categories and such as well, but nobody can really put their finger on why. One thing that I do know that I thought was cool was how BMC's internal "Remedy Help" type of site looks like it's just a basic HTML page with some nice formatting and four big links for users to click on. In terms of SRM, one link appears to go to an Incident submission form, the other seems to go to the SRM console for requesting a service. Something like that may get past some of the psychological issues of dealing with all the categories.
Out of curiosity, can you share with us what some of the complaints your users have with SRM are? My users are overwhelmed by the amount of choices that can be displayed. I don't want to insult them because there are some really good, intelligent people working here, but a lot of them are older and are intimidated by too many options or fields to fill out and are more used to talking things through with human beings rather than having a standard form. Issues like that won't be necessarily solved by improving your SRM forms, but actually require you to reach out to your users for more training and to build confidence in their technical abilities. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Vianna Vianna Sent: Monday, August 16, 2010 2:40 PM To: [email protected] Subject: Service Request Management Portal best practices ** Hi all We are beginning the process of revamping our Service Request Management system (version 2.2), and was wondering if anybody has come across any material / documentation on SRM best practices? We are looking to improve the interface for the end user. Currently we've had some negative feedback and most people are preferring to contact the service desk directly rather then submitting their own requests via SRM. Any documentation, info, or direction would be most appreciated! Thanks Vianna _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
