I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here.
TIER 1 TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality Hardware Request Upgrade Hardware Problem Peripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
