Looking for real world experience/lessons learned for leveraging Self Service in a medium to large organization. We are most interested in the process for Incident and Request submission by Business Users. For example, are most allowing the business to drive the Urgency and Support
drive the Impact, or does the business have no input on Urgency and Support drives Impact, neither the business user/support sets Urgency/Impact, etc. We are currently struggling with this as there are concerns that allowing the business to drive the urgency will result in nothing but Urgent tickets/requests. How are others working through this issue? We are trying to follow the ITIL Framework of letting the Urgency and Impact drive the Priority, but there seems to be some true resistance to this. Any experience, insight, or thoughts would be greatly appreciated. Thanks, Greg ARS 6.3 Patch 20 Mid-Tier 6.3 Patch 23 HelpDesk v6 SLA v6 Solaris 10 Oracle 10gR2 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
