We are studying ways to implement ITIL processes without use massive customizations.
During a ITASM Demo we experienced Change and Problem processes being orchestrated by PAM. Using Input Request Form to get additional information from de User (like impact analysis, RCA analysis and others).
But how to make report using the IRF information? How keep the information after an ITPAM archive and purge? How users plan their own activity tasks during Change?
Anyone tried to be ITIL Compliant and had the same questions? How did you got over it?
We don't want to use Classic Workflow anymore, and don't want to create customizations to make the problem analysis available, but I did not understood yet how is the CA way to do those stuff.
Let's address your questions one at a time.
How to make report using the IRF information?
Do you want to make a report that shows people responses to questions on your IRFs? One way to handle this would be to have your PAM process log the responses to a file or log them as a comment on the ticket.
How users plan their own activity tasks during Change?
I'm not sure I understand this question. Please elaborate.
Anyone tried to be ITIL Compliant and had the same questions?
ITIL is a framework and not a set of rules with which to be compliant. Questions are always raised in every ITSM implementation.
We don't want to use Classic Workflow anymore, and don't want to create customizations to make the problem analysis available
Are you saying you don't want to create your own PAM processes?
To add to what Lindsay said, the question of "Where do you want to store the data?" is important.
If the key data is stored in CA SDM, then what goes on in PAM as far as "ITPAM archive and purge" can be ignored.