BMC Service Management Process Model 7.6.

00

Customization Guide

November 2009

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Contents

Preface 7
Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Chapter 1 Understanding the graphical elements 9

Process model box . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Process model header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Other graphical elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Chapter 2 Working with the diagrams 13

Changing a diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Updating related work instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Converting VSD files to GIF format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Changing hotspots. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Adjusting diagram size. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Chapter 3 Changing graphical elements 21

Changing text in process model boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Changing the text in process model headers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using an alternative process model header. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Creating a custom process model header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Chapter 4 Performing other tasks 29

Updating the version number and date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Replacing the BMC SMPM logo. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Changing the Page Header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Changing the Page Footer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Changing the HTML frames page files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Configuring the CSS for Section 508 compliance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Appendix A Special HTML characters and tags 35

Special HTML characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Special HTML tags. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Appendix B Process name change checklist 37

Contents 5
6 Customization Guide
Preface

The BMC Service Management Process Model (BMC SMPM) Customization

Guide is for people who are customizing the graphical elements and text that
appear in the BMC SMPM application.

Prerequisites
To perform the procedures described in the guide, you must have accessibility to,
and know how to use, the following applications or application files:
„ BMC SMPM (application files)
„ Microsoft Visio 2007
„ Microsoft Image Composer
„ Microsoft Word
„ Microsoft Excel
„ HTML editor

Preface 7
BMC Service Management Process Model 7.6.00

8 Customization Guide
Chapter

1 Understanding the graphical

elements

This section describes the main graphical elements used in the BMC SMPM
interface.
The following topics are provided:
„ Process model box (page 10)
„ Process model header (page 10)
„ Other graphical elements (page 10)

Chapter 1 Understanding the graphical elements 9

BMC Service Management Process Model 7.6.00

Process model box

The blue boxes that appear on the main page of the BMC SMPM interface are
process model boxes. Each process model box represents a discrete IT
Infrastructure Library® (ITIL®) process (for example, Event Management).

Process model header

The horizontal frame that appears at the top of the page is called the process model
header. On the BMC SMPM main page the process model header contains the
following text:
Service Management Process Model
When you click one of the process model boxes to enter a specific process model
(for example, Event Management), the content of the process model header
changes to display the name of the process that you are viewing. For example:
Event Management

Other graphical elements

Other graphical elements appear within each process and are listed, with
examples, in Table 1-1.

Table 1-1: Other graphical elements

Element Name Description File Name Graphic
Page Header Controls the title Background_Page
Background background on all _Header.jpg
pages except the main
page, which does not
use a background.
Page Footer Controls the copyright Background_Page
Background statement on all pages _Footer.jpg
except the main page.
The copyright
statement on the main
page is HTML text.
Horizontal Controls the Background_
Background background color of Horizontal.png
the process model
header.

10 Customization Guide
 Other graphical elements

Table 1-1: Other graphical elements (continued)

Element Name Description File Name Graphic
Vertical Controls the Background_
Background background color of Vertical.png
the buttons that
appear in the vertical
frame on the left side
of the browser
window.
Bullet Used to display Bullet.gif
bullets in front of text.

Chapter 1 Understanding the graphical elements 11

BMC Service Management Process Model 7.6.00

12 Customization Guide
Chapter

2 Working with the diagrams

The process and procedure diagrams used in BMC SMPM were created using
Microsoft Visio 2007 and converted to the graphics interchange (GIF) format.
When using BMC SMPM, a process diagram appears when you click its
corresponding process model box. Similarly, a procedure diagram appears when
you click its corresponding procedure box.
The individual action boxes and decision diamonds that are found in the
procedure diagrams also exist in the work instruction pages as individual
drawings.
The drawing types are:
„ process diagrams
„ procedure diagrams
„ action box or decision diamond
This section describes how to change a BMC SMPM drawing and then how to
update the corresponding work instruction.
The following topics are provided:
„ Changing a diagram (page 14)
„ Updating related work instructions (page 15)

Chapter 2 Working with the diagrams 13

BMC Service Management Process Model 7.6.00

Changing a diagram
If your organization uses a workflow for a process or procedure that is not the
same as the one suggested by BMC SMPM, you can change the related diagram to
indicate that difference. You can make the following types of changes:
„ Update the graphical elements in the diagram
„ Change the text in the diagram
The following procedure describes how to make these types of changes.

NOTE
You need Microsoft Visio 2007 to perform the following procedure.

X To change a diagram
1 Using Microsoft Visio 2007, open the diagram that you want to change.
The diagrams are located in the following location:
instDir\Process and Procedure Diagrams\SMPMProcessDir.
For example: instDir\Process and Procedure Diagrams\Event Management
2 Make a copy of the original drawing file for recovery purposes.
3 Make the necessary changes in the original drawing.

NOTE
If you add or modify action boxes or decision diamonds in the diagram, you must
perform the steps described in “Updating related work instructions” on page 15.
Do this as soon as you finish this procedure.

4 Save the changed drawing as a VSD file (that is, Microsoft Visio 2007 format).
5 Convert the changed VSD file to a GIF file.
For specific instructions about how to convert the VSD file to a GIF file, see
“Converting VSD files to GIF format” on page 16.
6 Make sure the new GIF file has the same name as the VSD file (exclusive of the
extension).
7 Copy the new GIF file to the directory that contains the original GIF file and
overwrite the original GIF file with it.
For example, if you are changing a diagram in the Event Management process,
open instDir\SMPM\Event\.

NOTE
If the physical size of the new diagram is not the same as the previous diagram, it
does not display correctly in its corresponding HTML page. If this happens, see
“Adjusting diagram size” on page 19 for instructions about how to adjust the
HTML size settings that control the display position of the GIF file.

14 Customization Guide
 Updating related work instructions

8 If you added, moved, or removed an action box or decision diamond, adjust their
hotspots accordingly in the HTML file that contains the diagram.
For instructions about how to change the hotspots, see “Changing hotspots” on
page 17.
9 Open the BMC SMPM process related to the diagram that you changed and make
sure that the new process or procedure diagram appears correctly. Make sure also
that its hotspots are in the correct position and that they take the user to the correct
procedure or work instruction.

Updating related work instructions

Every time you modify or create an action box or decision diamond when
changing a diagram, you must create a new, separate illustration of the box or
diamond to appear in the Procedure Step column of the associated Work
Instructions table. If you add a new action box or decision diamond, then you must
also create a new work instruction to describe the action or decision.
Use the following procedures to create a new illustration, update the work
instruction, or create a new work instruction.

X To create a new illustration

1 Use Microsoft Visio 2007 to create a drawing of the box or diamond.
2 Save the drawing as a GIF file, as described in “Converting VSD files to GIF
format” on page 16, and place it in the following location:
instDir\SMPM\Event\Work_Instructions
Make sure you save the GIF file using the following file name syntax:
sprocedureNumber_stepNumber.gif
For example, if the GIF file represents step one in the first procedure, give it the
following name: s1_01.gif.

NOTE
Make sure the step number portion of the file name has two digits. In the preceding
example, the step number is 01.

X To modify a work instruction

1 Use an HTML editor such as Notepad to open the work instruction file. For
example, if you are modifying the work instruction for Event Management
procedure 1.1, open the following file:
instDir\SMPM\Event\Work_Instructions\W1_01.htm
2 Make the required changes to the HTML code.
3 Save and close the file.

Chapter 2 Working with the diagrams 15

BMC Service Management Process Model 7.6.00

4 Open BMC SMPM and check the work instruction to make sure the new text
appears correctly.

X To create a new work instruction

1 Make a copy of an existing work instruction file that you can modify. Do this in the
folder where you are creating the new work instruction file.
For example, to create a work instruction for Event Management procedure 3.11,
copy instDir\SMPM\Event\Work_Instructions\W3_10.htm and then save it as
instDir\SMPM\Event\Work_Instructions\W3_11.htm.

NOTE
Make sure that you use the same naming convention for the new file that is used
with the existing files, that is, WprocedureNumber_stepNumber.htm. The
stepNumber must have two positions. For example, procedure 1, step 2 must be
represented as W1_02.htm. The procedureNumber does not use a leading zero.

2 Using an HTML editor such as Notepad, open the new work instruction file.
3 Edit the contents of the file to match the new work instruction.
4 Save and close the file.
5 Open BMC SMPM and check the new work instruction to make sure the new text
and GIF file appears correctly. If the GIF file is the wrong size, see “Adjusting
diagram size” on page 19 for information about how to reposition it.

Converting VSD files to GIF format

After you save the changed diagram file in the VSD format, you must convert the
file to GIF format, so the file can be read and displayed by the related process
HTML files.

X To convert VSD files to GIF format

1 Using Microsoft Visio 2007, open the drawing that you want to convert.
2 Select Tools > Options.
3 From the Text quality section of the View tab, select the following option: Higher
quality text display (anti-aliased).
4 Select the elements in the drawing that you want to include in the GIF file.

NOTE
For a process or procedure diagram, this should not include the edges around the
diagram, nor should it include the name that appears above the diagram in the
header. To create a GIF file for a single action box or decision diamond from a
procedure diagram (for example, to use in a work instruction HTML page), select
only the box or the diamond.

5 Select File > Save As.

16 Customization Guide
 Updating related work instructions

6 In the Save as type field, select Graphics Interchange Format (*.gif).

7 In the File Name field, perform one of the following actions:
a If you are converting the whole diagram, type the name of the originating VSD
file.
b If you are converting a portion of the diagram, (because you are converting a
single action box or decision diamond), type a unique name.
When creating a unique name, make sure you use the following syntax:
"s"&<procedure number>&"_"&<step number with 2 positions>"; for
example: s1_01.gif.
8 Click Save.
9 In the GIF Output Options window, make sure the following settings are selected.
„ Data format—Non-interlaced
„ Color reduction—Adaptive
„ Background color—R=255, G=255, B=255
„ Transparency color—Unchecked
„ Rotation—None
„ Resolution—Screen (96 x 96 pixels / in.)
„ Size—Source
10 Click OK.

Changing hotspots
BMC SMPM uses the hotspot code to indicate the location of the hyperlink target,
the shape of the hotspot, and its position on the interface.
The following is a list of the hotspot types used in BMC SMPM:
„ box
„ diamond
„ process or procedure link
„ roles link
Table 2-1 shows examples of the different types of hotspots along with a sample
section of code for each hotspot type.
Table 2-1: Hotspot types and sample code
Type Code sample
Box <area href="Work_Instructions/W2_07.htm"
shape="rect"
coords="327, 382, 475, 421">
Diamond <area href="Work_Instructions/W2_06.htm"
shape="polygon"
coords="400, 249, 326, 298, 400, 348, 475, 298">

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BMC Service Management Process Model 7.6.00

Table 2-1: Hotspot types and sample code (continued)

Type Code sample
Process or <area href="../RootCause/
procedure link RootCause_Procedure2_Frames.htm"
target="_top" shape="rect" coords="732, 427, 753,
444">
Roles link <area href="Availability_Roles.htm" shape="rect"
coords="3, 171, 82, 221">

Understanding the hotspot code

The hotspot code is found in the map section of the HTML code. The map section
starts with the following line of code:
<td valign="top" align="left"><map name="FPMap0">
The map section ends with: <\map>.
Table 2-2 describes what each area of the hotspot code controls.
Table 2-2: Hotspot code and what it controls
Hotspot code What it controls
<area href=" " Indicates the location information of the
hyperlink target; for example, <area
href="Work_Instructions/W2_07.htm"
shape= Specifies the hotspot’s shape: rect = box,
polygons = diamonds; for example,
shape="polygon"
coords= Provides the shape’s coordinates. When giving
the coordinates for boxes, you need only to
provide the upper left-hand corner and the
bottom right-hand corner coordinates. For
diamonds, all four corners need to be specified.
For example, coords="400, 249, 326, 298,
400, 348, 475, 298"> (for a diamond) or
coords="3, 171, 82, 221"> (for a box).

Changing the hotspot code

Use the following procedure to move, resize, remove, or add a hotspot.

X To change a hotspot
1 Using an HTML editor, open the related process or procedure HTML file.
2 Locate the section of code that relates to the hotspot you are changing.

18 Customization Guide
 Updating related work instructions

3 Perform one of the following actions:

„ To move a hotspot—adjust the coordinates
„ To resize at hotspot—adjust the coordinates
„ To remove a hotspot—delete its entry from the map section
„ To add a hotspot—perform the following actions:
„ Copy a section of hotspot code with the same shape (that is, "rect" or
"polygon") and paste it within the map section.
„ Update the <area href= section so that it points to the new hyperlink target
„ Update the coords= section to provide the coordinates of the new hotspot
entry.
4 Save the updates in the HTML file.
5 Open the HTML file from the BMC SMPM interface and confirm that the updates
work.

Adjusting diagram size

If the physical size of a new or updated diagram is not the same as the previous
diagram, it does not display correctly in its corresponding HTML page. If this
happens, use the following procedure to adjust its size in the HTML code.

X To adjust the diagram size

1 Using Microsoft Image Composer, open the image to check the actual width and
height of the image.
Select File > Composition Properties.
2 Note the actual width and height of the image.
3 Using an HTML editor, open the corresponding HTML file and correct the width
and the height entries for the image.
For example:
<img src="Event_Procedure1.gif" border="0" usemap="#FPMap0"
width="714" height="585">

Chapter 2 Working with the diagrams 19

BMC Service Management Process Model 7.6.00

20 Customization Guide
Chapter

3 Changing graphical elements

The text that appears in the process model boxes and the process model headers
can be changed to reflect the needs of your organization.
This section describes how to change the text in process model boxes. It also
describes how to change the text in process model headers using either the out-of-
the-box alternative process model headers or by creating a new process model
header.
The following topics are provided:
„ Changing text in process model boxes (page 22)
„ Changing the text in process model headers (page 23)

Chapter 3 Changing graphical elements 21

BMC Service Management Process Model 7.6.00

Changing text in process model boxes

You can change the text that appears in a process model box. Do this, for example,
if you are changing the name of the process. For example, you might need to
change the name of the Event Management process to Alarm Management.

NOTE
If you change the name of a process or a procedure, you must also change the name
of the related HTML frames page. For information about how to do this, see
“Changing the HTML frames page files” on page 33.

Use the following procedure to change the text in a process model box.

X To change the text in a process model box

1 Open the installDir\SMPM\Model\ProcessNames directory.
2 Using a text editor such as Notepad, open the text file that contains the process
model box text you are changing. For example, if you are changing Event
Management to Alarm Management, you should open Event.txt.
3 Overwrite the existing process name within this file with the new name of the
process.
When typing the text, keep the following guidelines in mind:
a You must use upper case letters for the process name. If you do not, the process
name does not appear.
b Use the 0 character as a line break. For example, if you want the word
Management to appear on a line beneath the word Alarm, you type
ALARM0MANAGEMENT.
c If you insert a line break, make sure you edit the &b1_lines=1 parameter to
read: &b1_lines=2. If you insert a second line break so that the text appears on
three lines, change the parameter to read &b1_lines=3 and so on.
Figure Figure 3-1 shows how to overwrite the existing text without removing the
display instructions for the Macromedia Flash interface.

Figure 3-1: Overwriting existing text

4 Save and then close the text file.

After you change the process model box text, you must change the text in the
corresponding tooltip.

22 Customization Guide
 Changing the text in process model headers

X To change the corresponding tooltip

1 Open the installDir\SMPM\Model\ToolTips directory.
2 Use your text editor to open the related text file. For example, to change the Event
Management tooltip, open Event.txt.
3 Overwrite the existing process name with the new process name of the process.
Figure Figure 3-2 shows how to overwrite the existing text without removing the
display instructions for the Macromedia Flash interface.

Figure 3-2: Changing the tooltip

4 From the menu select File > Save.

5 Close the text file.
6 Refresh BMC SMPM in your browser to make sure the new process name is
displayed in the process box and in the tooltip.

Changing the text in process model headers

You can change the text in a process model header using one of the following
methods:
„ Use one of the alternate process model headers that are provided out-of-the-box.
„ Create your own custom text.

Chapter 3 Changing graphical elements 23

BMC Service Management Process Model 7.6.00

Using an alternative process model header

Table 3-1 provides a list of the alternative process model headers provided out-of-
the-box with BMC SMPM. If this table contains an alternative process model
header that is appropriate to your needs, use the procedure that follows the table
to make the change. Otherwise, create your own process model header. For
information about how to do this, see “Creating a custom process model header”
on page 25.

Table 3-1: Alternative process model headers

SMPM process name Alternative names Directory and file name in the BMC SMPM
directory structure
Service „ ITIL Process Model instDir\Model\
Management „ ITSM Process Model ProcessModel_Header.gif
Process Model
Event Management „ Alarm Management instDir\Event\Event_Header.gif
„ Infrastructure Monitoring
„ Monitoring
„ Operations
„ Operations Management
„ Service Monitoring
Availability No alternatives available instDir\Availability\
Management Availability_Header.gif
Capacity No alternatives available instDir\Capacity\
Management Capacity_Header.gif
Change „ Change Control instDir\Change\Change_Header.gif
Management „ Release Management
Configuration „ Configuration Administration instDir\Configuration\
Management Configuration_Header.gif
Continuity „ Business Continuity Management instDir\Continuity\
Management „ Disaster Recovery Continuity_Header.gif
„ Disaster Recovery Management
„ IT Service Continuity Management
Financial „ Costing & Charging Not yet available
Management „ Financial Management for IT Services
Incident „ Call Management instDir\Incident\
Management „ Help Desk Management Incident_Header.gif
„ Incident & Service Call Management
„ Request Management
„ Support Management
„ Support Request Management
Problem „ Instability Management instDir\Problem\Problem_Header.gif
Management „ Root Cause Analysis
„ Root Cause Management
„ Stability Management

24 Customization Guide
 Changing the text in process model headers

Table 3-1: Alternative process model headers (continued)

SMPM process name Alternative names Directory and file name in the BMC SMPM
directory structure
Release „ Project Management instDir\Release\Release_Header.gif
Management
Service Level „ Account Management instDir\ServiceLevel\
Management ServiceLevel_
Header.gif

X To use an alternative process model header

1 Open the directory that contains the process model header file that you are
changing and then make a backup copy of the process model header file that you
are changing by renaming it.
For example, if you are using an alternative process model header for Event
Management, open the installDir\Event directory and rename
Event_Header.gif to Event_Header.gif.bkp.
2 Open the installDir\Customization\Process Model headers\GIFs folder.
3 Copy the file that contains the alternative process model header text you want into
the directory that you opened in step 1.
For example, copy Alarm_Manager.gif into installDir\Event.

TIP
The names of the files in this directory indicate their content. For example,
Alarm_Management.gif contains the text, “Alarm Management.”

4 Rename the copied file to that of the original file name in step 1.
For example, rename Alarm_Manager.gif to Event_Header.gif.
5 Open the target process model and view the model header to make sure the
Process Header File was replaced successfully.

TIP
You might need to refresh the browser to see the process model header.

Creating a custom process model header

If none of the alternative process model headers are appropriate, you can create
your own. To do this, make a copy of the empty process model header file in the
installDir\Customization\Process Model headers\Originals folder and
then add your custom text, as described in the following procedure.

NOTE
To perform the following procedure, you need access to the Microsoft PowerPoint
and Microsoft Image Composer applications.

Chapter 3 Changing graphical elements 25

BMC Service Management Process Model 7.6.00

X To create a custom process model header

1 Using Microsoft PowerPoint, open instDir\Customization\Process Model
headers\Originals\ProcessModel_Header_Texts.ppt.
2 From ProcessModel_Header_Texts.ppt, copy one of the existing text boxes and
then paste it at the bottom of the last slide.
3 Replace the text inside the copied text box with the process model header text that
you need. For example:
Customer Management.
Use the following text formatting information:
„ Font=BankGothicMdBt
„ Bold
„ Size=28pt
„ Color=White
4 Copy the new text box.
5 Using Microsoft Image Composer, open instDir\Customization\Process
Model headers\Originals\Empty_Header.mic.
6 Paste the new text box into this file.
7 Align the edges of the text with the left and bottom edges of the file.
The position of the text should be X: 0, Y: 4.
8 In the Toolbox, click Effects.

NOTE
If the Toolbox is not visible, select View > Toolbars, and select the Toolbox
checkbox.

9 From the Outlines category, select Drop Shadow.

10 In the Details tab specify the following information:
„ Angle=315
„ Distance=2
„ Color=Black
„ Opacity=100, Softness=Hard
11 Click Apply.
12 Clear the text, select it again, and then click Apply twice.
13 Adjust the width of the composition to make sure that the text fits comfortably
within the composition. Do this by clicking the right composition guide and
dragging it to the left or right.

26 Customization Guide
 Changing the text in process model headers

NOTE
If the composition guides are not visible, select View > Composition Guides.

14 Select File > Save As.

Save the file in the correct location with the same file name as the process model
header that you are replacing. For example:
Event_Header.gif.
Save the file with the following information:
„ Save as a CompuServe GIF (*.gif) file.
„ Set the Color format to -Gray Ramp-, 236 colors, Solid dither.
„ Make sure that the Transparent color box is selected and that the color is R255,
G0, B255.
„ Make sure the Threshold field is set to 250.

TIP
See Table 3-1 on page 24 to determine the correct directory and file name.
Directories and file names are listed in the “Directory and File Name in the BMC
SMPM directory structure” column.

15 Click Save.
16 Click Yes to overwrite the existing file.
17 Click OK to dismiss the message that warns you about flattening the format.
18 Open the related BMC SMPM process to make sure that the standard process
model header file was replaced successfully.

TIP
You might need to refresh the browser to see the process model header.

19 In the code of the HTML file that uses the picture, make sure that the width and
height are correct.
For information about how to do this, see “Adjusting diagram size” on page 19.

Chapter 3 Changing graphical elements 27

BMC Service Management Process Model 7.6.00

28 Customization Guide
Chapter

4 Performing other tasks

This section describes other tasks that you can perform to customize your
installation of BMC SMPM.
The following topics are provided:
„ Updating the version number and date (page 30)
„ Replacing the BMC SMPM logo (page 31)
„ Changing the Page Header (page 32)
„ Changing the Page Footer (page 32)
„ Changing the HTML frames page files (page 33)
„ Configuring the CSS for Section 508 compliance (page 33)

Chapter 4 Performing other tasks 29

BMC Service Management Process Model 7.6.00

Updating the version number and date

When you publish a customized version of BMC SMPM for the first time, BMC
recommends that you update the version numbers and the dates that appear on-
screen.
BMC recommends that when you publish a customized version of BMC SMPM for
the first time, you set the version number to 1.0 and then increment this number
any time you make updates to it. The new date should reflect the publication date.
Use the following procedure to update the version number and date.

X To update the version number and date

1 Using an HTML editor, open instDir\SMPM\Model\ProcessModel.htm.
2 Change the version number by searching the HTML file for the word “Version”
and change the number that appears to its right.
3 Save and close the file.
4 Using an HTML editor, open instDir\SMPM\ReleaseNotes\ReleaseNotes.htm.
5 Change the version number by searching the HTML file for the current version
number, which appears only once in this file.
6 Change the date by searching the HTML file for the old release date. For example:
October 2009, which appears only once in this file.
7 Save and close the file.
8 Using an HTML editor, open
instDir\SMPM\ReleaseNotes\ReleaseNotes75.htm.
9 Change the version number by searching the HTML file for the current version
number, which appears in three locations.
10 Change the date by searching the HTML file for the old release date. For example:
October 2009, which appears only once in this file.
11 Save and close the file.
12 Using Microsoft Word, open each of the process documents in the following
location.
instDir\SMPM\ProcessDocuments

30 Customization Guide
 Replacing the BMC SMPM logo

13 Change the version number in each file.

To change the version number in each file
a With the file open, choose File > Properties.
b On the Summary tab, change the value of the Subject field to the version
number.
The version number on the front page and in the page headers updates
automatically when you print the document or do a “Print Preview.”
14 Repeat step 13 for the template and spreadsheet documents in the following
location:
instDir\SMPM\Templates
15 Update the process documents in the Process_Documents folder.
Copy all of the Microsoft Word documents from
instDir\SMPM\ProcessDocuments to instDir\Process_Documents.

NOTE
Make sure that the new documents have the same names as the old documents.

Replacing the BMC SMPM logo

The BMC SMPM Logo appears in the upper left corner of the BMC SMPM
window. You can, however, replace it with your organization’s logo.

NOTE
To perform this procedure, you need an graphic file containing your company’s
logo in a format that can be read by a graphical editor.

Use the following procedure to replace the BMC SMPM logo.

X To replace the BMC SMPM logo

1 Using a graphical editor, open the file containing your company’s logo.
2 Resize your organization's logo as follows:
„ width = 99 pixels
„ height = 63 pixels.
3 Save your organization's logo in the JPEG format, with the following name:
ProcessModel_Logo.jpg.
4 Copy the logo file to this location:
instDir\SMPM\Model
5 Allow the operation to overwrite the existing file.

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BMC Service Management Process Model 7.6.00

Changing the Page Header

The page header appears at the top of every process model page, underneath the
title bar. The page header is actually the background of these pages. You can
change the page header to suit the needs of your organization.
Use the following procedure to change the page header.

X To change the page header

1 Using a graphical editor, open the file containing your company’s page header
graphic file.
2 Save the file in the JPEG format, with the following name:
Background_Page_Header.jpg
3 Copy this file to the following location:
instDir\SMPM\Generic
Allow the operation to overwrite the existing file.

Changing the Page Footer

The generic page footer appears at the bottom of most pages. You can also change
the page footer. To do this, use the procedure described in “Changing the Page
Header,” but substitute the following file name in step 2:
Background_Page_Footer.jpg

32 Customization Guide
 Changing the HTML frames page files

Changing the HTML frames page files

If you rename a process or procedure, you must also change the name of the
process or procedure in the related HTML frames pages.
Use the following procedure to change the title of an HTML frames page.

X To change the title of an HTML frames page

1 Using an HTML editor such as Notepad, open the HTML frames page file from the
following location:
instDir\SMPM\processName\

NOTE
Most frames page files end with _Frames.htm. For example:
Event_Procedure1_Frames.htm. The frames page file for the BMC SMPM main
page uses the following naming convention:instDir\SMPM\index.htm.

Every procedure in a process has a frames page.

2 Change the title text appropriately.

The title is located between the <title> and the </title> statements. Example:
<title>Incident Management Procedure 2</title>
3 If the process name appears in the body of the HTML file, update it to the new
name.
4 Save the changes and close the file.

Configuring the CSS for Section 508

compliance
The U.S. Federal Government Rehabilitation Act, Section 508 (Section 508),
requires U.S. federal agencies to make their electronic and information technology
accessible to people with disabilities.
Because BMC SMPM uses a cascading style sheet (CSS) to control the way its UI
appears on the client’s screen, it can override the accessibility options on the
client’s browser. You can, however, reconfigure the CSS to make sure that BMC
SMPM uses the client’s browser’s options instead.
If you work for a U.S. federal agency or have some other reason to make sure that
your environment is compliant with Section 508, you must perform the procedures
that follow.

Chapter 4 Performing other tasks 33

BMC Service Management Process Model 7.6.00

NOTE
For more information about Section 508 requirements, see www.section508.gov.

Use the following procedure to configure the CSS for Section 508 compliance.

X To configure the CSS for Section 508 compliance

1 Using a text editor, open default.css from the following location:
instDir\SMPM\Generic
2 Remove the following line from the body settings:
background-color: #FFFFFF;
This makes sure that the background color settings for a page are displayed using
the color settings of the client browser.
3 Delete the four rows containing the hyperlink color definitions. These rows start
with following blocks of code:
a:link
a:visited
a:active
a:hover
This makes sure that the hyperlinks are displayed using the color settings of the
client browser.
4 Remove the following string from the h1 (first header) settings.
color: # 000044;
This makes sure that the header text is displayed using the color settings of the
client browser.
This makes sure the header text appears using the client browser’s color settings.
5 Remove the following string from the p (paragraph) settings.
color: #444444;
This makes sure the paragraph text appears using the client browser’s color
settings.
6 Replace the font size definitions in the headers and the paragraph settings as
described in Table 4-1.
This lets the user change the size of the text in their browser.

Table 4-1: New font size definitions

Original size New size for Microsoft Internet New size for Mozilla based browsers
Explorer browsers
18px; 2.3ex; 2.5ex;
16px; 2.0ex; 2.2ex;
13px; 1.6ex; 1.8ex;

34 Customization Guide
Appendix

A Special HTML characters and

tags

BMC SMPM uses some special, non-standard HTML characters and tags, which
are listed and described in this section.
The following topics are provided:
„ Special HTML characters (page 36)
„ Special HTML tags (page 36)

Appendix A Special HTML characters and tags 35

BMC Service Management Process Model 7.6.00

Special HTML characters

BMC SMPM uses special HTML characters, which are explained in Table A-1.
Table A-1: HTML characters special to BMC SMPM
Characters Description
&quot; This character is displayed as a simple quote. It differentiates between the
HTML code and characters that need to be displayed.
&#133; This character is displayed as three full stops. It is used, for example, to
display the status "Waiting for…".
&nbsp; This character is displayed as a space. It does not allow a line break between
words that are separated by this character. It is also used when multiple
spaces need to be displayed is succession; HTML would otherwise only
display a single space.
&#13; This character inserts a line break in tooltips.
Browsers that use Mozilla do not support multiple lines in tooltips. This is the
only functionality that customers who use Mozilla cannot use.
&copy; This character displays the copyright symbol underneath the process model
home page.
&lt; This character displays the less than sign.
&gt; This character displays the greater than sign.
&reg; This character displays the registered trademark sign.

Special HTML tags

The following special HTML tags are used in BMC SMPM:
„ <nobr>
„ </nobr>
Text placed between these tags does not break across a page. For example, words
ending in “(s)” that are close to the end of a line are placed between these tags to
make sure that the browser does not place a line break just before the "(s)".

36 Customization Guide
 Appendix

B Process name change

checklist

Table B-1 lists the steps that you must perform when changing a process name. Use
this table as a checklist.

Table B-1: Process name change checklist

Step Check Description Instructions
1. † Change the process name in the process model box. For detailed instructions about how to do this,
see “Changing text in process model boxes” on
page 22.
2. † Change the process name in the process model header. For detailed instructions about how to do
this, see “Changing the text in process
model headers” on page 23.
3. † Change the process name in all Microsoft Visio 2007 For detailed instructions about how to do
drawings. this, see “Changing a diagram” on page 14.
4. † Change the process name in all process documents. For detailed instructions about how to do
this, see “Changing text in process model
boxes” on page 22.
5. † Place updated Microsoft Word process documents in For detailed instructions about how to do
the process model for downloading. this, see “Changing text in process model
boxes” on page 22.
6. † Convert the new Microsoft Visio 2007 drawings to GIF For detailed instructions about how to do
files and update the process model with them. this, see “Converting VSD files to GIF
format” on page 16
7. † Make sure that all hotspots are correctly positioned. For detailed instructions about how to do this,
see “Changing hotspots” on page 17.
8. † Update the process name in the title of the HTML For detailed instructions about how to do this,
frames page. see “Changing the HTML frames page files” on
page 33.
9. † Update the process name in the body of the HTML For detailed instructions about how to do this,
frames page. see “Changing the HTML frames page files” on
page 33.

Appendix B Process name change checklist 37

BMC Service Management Process Model 7.6.00

38 Customization Guide
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