Jason, Here are some ways to think about them.
1. Categorization of calls - a three word discription of the incident.
like Network, password, reset.
2. Enterprise training needs.
What do we get the most calls about?
Like Office, Excel, Question
3. Solution Data base.
How do we store and categorize our Institutional Knowledge.
4. Assignment (this is my favorite)
CTI's are the skill sets of the various groups.
CTI's map who does what in the organization.
Now every new person doesn't have to know who does what,
Just what has to be done.
HTH, Joe
Joe Bucci
[EMAIL PROTECTED]
cell 703-608-4467
From: Jason Miller <[EMAIL PROTECTED]>
Reply-To: [EMAIL PROTECTED]
To: [EMAIL PROTECTED]
Subject: Category, Type, Item explanation tips?
Date: Wed, 11 Apr 2007 14:57:45 -0700
What are some of the ways admins use to explain the concept of CTIs to
users
(HPD, CHG, TSK, AST). I have been creating/updating them for years but am
have a bit of trouble conveying the importance and the benefit to a
customer. Is there a simple way that anybody has found to help the concept
click?
Thanks,
Jason
ARS 7.0.01 p001
Approval Server 7.00.01
ITSM 6.0
CMDB 1.1 P3
Servers 2003
DB MS SQL 2000 SP4 (remote server)
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