4000 might not be a high number if your looking at all applications and by
all the different Application Schema keywords; but if it is just HD then
ouch! We let APPsupport to be able to submit a CTI chnage ticket for
either for new or a redirect.
John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120
Rick Cook
<[EMAIL PROTECTED]
.COM> To
Sent by: "Action [email protected]
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: How do others handle CTI and
ORG> Assignment requests?
01/18/2007 09:37
AM
Please respond to
[EMAIL PROTECTED]
RG
**
FOUR THOUSAND CTIs? Does that seem large to anyone else? If so, I would
make a note to look at cutting that down some on your migration to ITSM 7.
The use of product-based CTIs will help with that, so that you can keep
your problem ones generic - and more manageable.
More to your question, I don't think that CTIs should be borne of customer
requests. They should be a required part of adding support to a new group
and/or application.
Rick From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hardy, Patrick
Sent: Thursday, January 18, 2007 6:25 AM
To: [email protected]
Subject: How do others handle CTI and Assignment requests?
**
Good morning all!
This is more of a process question on how others out there handle these
types of requests. Here's a brief description of our environment and how
we handle it today.
We have a "Remedy Group", that consists of myself, 2 Help Desk supervisors
and our manager. We have HD as well as 3 other homegrown apps running,
with HD being the most utilized (also very customized). There are 150
support teams defined with 800 users supporting roughly 4000 CTI
combinations across the apps. The HD CTI structure is not directly bound
to anything else, although it is utilized as the structure for several
other areas, Change Mgmt, IS Support Portfolio, proprietary Account Mgmt
tool. Our current process to have a CTI created/modified, or an assignment
change made is just a simple word template that gets sent to us for review
and adjustment before being implemented.
I have been tinkering with a solution but would really like to know how
others are doing this to give me some ideas. Any and all input is much
appreciated!
ARS - 6.3
HD - 6
SLA - 6
SQL - 2K
Server - W2K
(FYI, we are preparing to go to 7.x and utilizing CMDB)
Patrick Hardy
479-290-5767
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