Thanks everybody for the replies. I think part of my challenge is that these folks are new to Remedy/ITSM and that it for the Military and not a typical business that may care about ITIL, SOX, delivering traditional services, etc.
Jason -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe Bucci Sent: Thursday, April 12, 2007 5:15 AM To: [EMAIL PROTECTED] Subject: Re: Category, Type, Item explanation tips? 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) > > > > > > > > > > >___________________________________________________________________________ ____ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where >the Answers Are" _________________________________________________________________ Get a FREE Web site, company branded e-mail and more from Microsoft Office Live! http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/ ____________________________________________________________________________ ___ 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"
