There are always huge debates about CTI. The best way to tackle CTI is to determine what you want to report on. Also, to go inline with ITIL and aligning IT and the Business look at the CTI as services you provide. For example: A teleco company more than likely provides telephone service. Sample Incident CTI Operational: Telecommunication Services/LAN Line/Outage Category = Core Service, Type=Service Areas, Item=General Area of Trouble Product: Telecommunication Services/LAN Line/Meridian Now a company can report all incidents for Teleco Services, LAN Lines, and Outages. Try to keep the item pretty general or else your items will become unmanageable. Often techies will want to put something down like Hardware/Printer/Printer Jammed. This really does nothing for the business to look at what is being spent on print services and what areas of print services are impacted. The simple fact that the printer is down regardless of what caused it is important. When you look at knowledge management then your structure becomes a little different because now you are looking at it from a more technical approach. Also, keep in mind to take advantage of the Summary field. For example: Print Services/Printer/Outage - Summary: Printer Jammed If you have the full ITSM Suite remeber to also take advantage of the CMDB and the relationship functionality. This will allow you to report on all incidents on a specific piece of hardware or software, which will give you true cost of ownership. I hope this helps a little.
>-----Original Message----- >From: Danny Butler [mailto:[EMAIL PROTECTED] >Sent: Wednesday, November 29, 2006 06:05 PM >To: [email protected] >Subject: AR7 Categorizations > >Are any members of this list experienced in defining operational/product >categorizations in a telecom service provider environment? > >We are in the process of defining our requirements in preparation for >deploying this product and categorizations have become a heated debate. > >Any best practices or examples? > >_______________________________________________________________________________ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the >Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
