Hi All - Within 7.0, my understanding is that the operational categories is a listing of the operational services that the help desk provides, such as adding user accounts, changing server passwords. And the operational catalog contains items that represent symptoms of incidents or problems such as application failure and network failure. Typically operational categories are actions/services - (install, add user account, upgrade). One of our team members named the Operational Category: Tier 1 Software Tier 2 Server Tier 3 Upgrade Out of the Box, the Operational Category Tier was (services): Tier 1 Add ------------------------- Action Tier 2 User ------------------------- Descriptive Tier 3 Account ----------------------- Descriptive If our product categories are named similar as the operational categories, what kind of impact will this have on our workflow in terms of problem/incident management as far as ITIL. (For example on Tier 1, both the operational and product categories = "Software")
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