I quite like the user request breakdown... with the exception that the "on/for
my (Tier 3)" should be your defined in the Product Categorisation. If you
include "what" the request is about in the Op.Cat then you're breaking your own
rules.
The other thing of course is that you don't need to go Tier 3 just because it's
there (as Chris mentions in his rules)- we're finding customers who are happy
to leave it just at Tier 1, as there isn't any need to go any deeper.
Regards,
Gareth
________________________________
From: Action Request System discussion list(ARSList) on behalf of Rick Cook
Sent: Wed 02/05/07 09:33
To: ARSList
Subject: Re: ITSM 7 Operational Categorizations
**
Hey, Roger, I think I came up with something that works - naturally, after I
posted my request (Side note: The ARSList is so powerful, just posting to it
makes me smarter, even before responses come in).
Tell me what you think of this. Basically, it involves breaking down a request
from a user like this:
(User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3).
Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop.
Tier 1 - Fix; Tier 2 - Connectivity; Tier 3 - Email.
That seem to make sense?
Rick
________________________________
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Roger Justice
Sent: Tuesday, May 01, 2007 3:59 PM
To: [email protected]
Subject: Re: ITSM 7 Operational Categorizations
**
Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL
driven design concepts.
-----Original Message-----
From: [EMAIL PROTECTED]
To: [email protected]
Sent: Tue, 1 May 2007 6:41 PM
Subject: ITSM 7 Operational Categorizations
**
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
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