Classification: UNCLASSIFIED Caveats: NONE Sounds like the system you use at DISA is oriented towards use by support teams. I have to track combat units as well (e.g., 4ID/2BCT/3-66 AR), who have personnel with ticket-submission priviledges. My initial plan is to put those people in one Department - Information Management Officers - and use the Location to sort them out by unit. Not sure if that's going to shake out in production.
Since I'm still learning 7.x in "seat of the pants" mode, how do you track training? I need to be able to put training records with expiration dates on People. When the training period runs out (usually 1 year), then they have to renew or lose access/priviledges. Michael W. Luttmann Sr. Remedy Developer Fort Carson DOIM -----Original Message----- From: HARTWICK, SCOTT G CTR DISA JSSC [mailto:[EMAIL PROTECTED] Sent: Wednesday, November 21, 2007 7:24 AM To: Luttmann, Michael W CTR USA Cc: HARTWICK, SCOTT G CTR DISA JSSC; [EMAIL PROTECTED] Subject: RE: ITSM 7 in the Military Environment (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Michael, Yes, 7x supports Submitter Mode Locked. We are running 7.0x and setting up 7.1 right now. We use "site" for the physical location which also can be a geographic "region": i.e. "Pentagon", "CENTCOM", JSSC, etc. We use company for the logical groups which are more like Departments: i.e. "Operations Division", Organization is a more specific grouping, i.e. "Service Desk", "Enterprise Management", etc. Department is the team a person is associate with: i.e. Windows Support, Training, etc. Hope this helps. Scott. -----Original Message----- From: Luttmann, Michael W CTR USA [mailto:[EMAIL PROTECTED] Sent: Monday, November 19, 2007 1:12 PM To: HARTWICK, SCOTT G CTR DISA JSSC Subject: RE: ITSM 7 in the Military Environment (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Thanks for the note. My initial task is to get the Organizations, Support Groups, and Locations right. In our current system, we have problems with that, since military org structure has many more layers and is more fluid (changing combat teams, etc.) than civilian orgs. I'm also leaning heavily towards "Submitter Locked" mode and issuing only Read licenses to customers. Do you know if that is supported in ITSM 7, so that tickets can be sent back to customers for correction? Michael W. Luttmann Sr. Remedy Developer Fort Carson DOIM 719.524.0514 DSN 691.0514 -----Original Message----- From: HARTWICK, SCOTT G CTR DISA JSSC [mailto:[EMAIL PROTECTED] Sent: Monday, November 19, 2007 9:23 AM To: Luttmann, Michael W CTR USA Subject: RE: ITSM 7 in the Military Environment (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Michael, I'd be happy to talk with you when I have some time. I'm repairing/rebuilding a new ARS 7.1 ITSM 7.03x system myself. Would like to get any feedback on your installation process as well. Scott. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Luttmann, Michael W CTR USA Sent: Friday, November 16, 2007 1:38 PM To: [email protected] Subject: ITSM 7 in the Military Environment (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Hooah, Military Listers! I'm setting up ARS 7.0.1/ITSM 7 for Fort Carson, hopefully to have a functional system by mid-December. We are currently on ARS/ITSM 6.3 (MS-SQL 2000, Win 2003). I'm NOT planning on migrating much data at all (maybe a CTI transfer), and want to set up as "clean" a system as possible. I already have all major components up and running on a new server, including CMDB, Asset, Change, Service Desk, Approval, Task, and even EIE. I'll be adding SLM as soon as I get the licenses. Understanding that BMC Software has designed ITSM primarily for commercial environments ("Company", "Site Group", etc.), I was wondering if anyone has adapted an implementation in a military organization (preferably Army). How did you approach Organization setup, Support Groups, "customer" access, etc.? I know there isn't a short answer, so I was hoping to perhaps set up an ongoing discussion for our military list members that might give some perspective on how to best adapt ITSM for government use. Any takers? Michael W. Luttmann Sr. Remedy Developer Fort Carson DOIM 719.524.0514 Classification: UNCLASSIFIED Caveats: NONE ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" Classification: UNCLASSIFIED Caveats: NONE _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
