The potential of going to ITSM 7 throws a big problem at them since Tier 1 is now the action and it is neccessary to review all of your CTIs to meet the new structure. -----Original Message----- From: [EMAIL PROTECTED] To: [email protected] Sent: Thu, 18 Jan 2007 10:40 AM Subject: Re: How do others handle CTI and Assignment requests?
** You are absolutely correct about the user's losing that battle! We used to have a very difficult time getting folks to find and utilize the correct CTI's and assignments. We've added a small bit of workflow to all of our apps and named it "Support Search" which searches assignment. Any user can launch it and choose to search the structure by the support resource (last name), or by a portion of the Type or Item. This has become much more utilized than actually scanning the tree and has helped out immensely in getting the assignments correct. Our support teams are big fans and it makes things much simpler for them, and therefore me:)! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, January 18, 2007 9:09 AM To: [email protected] Subject: Re: How do others handle CTI and Assignment requests? ** You metioned that which was really my point, Chris - the usability of menus that large. The burden of the user experience balanced with the need for reporting criteria is often the main point of contention, isn't it? And the users usually lose that one. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, January 18, 2007 7:00 AM To: [email protected] Subject: Re: How do others handle CTI and Assignment requests? ** Not really, considering the number of separate teams and users they have - all of whom probably have their own reporting requirements and unique items to support. When I search Categorizations, we have almost 3700 CTI for over 25 support areas (colleges, departments, separate campuses) and over 80 support groups but only 300 licensed users (ITSM 5.5.1). It is one of the reasons we are going to use multi-tenancy to try to give every IT support organization their own company in ITSM 7 - so that they can have (and manage) their own CTI independently of each other. We may still end up with over 3000 CTI, but people will only see a much smaller subset any any point in time. We are still experimenting with ITSM 7 configuration to see how well this will _really_ work. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, January 18, 2007 8:38 AM To: [email protected] Subject: Re: How do others handle CTI and Assignment requests? ** 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 This email and any files transmitted with it are confidential and intended solely for the use of the addressee. If you are not the intended addressee, then you have received this email in error and any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. 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