Jennifer, you could show Mr. Elephant Tail (MET) books and best practices until the cows come home - if you haven't convinced him by now, you need someone else to fight this battle. I think I would suggest that you try these tactics:
1) Find the manager/director who uses the output data from the Assignments to make forecasts for support staffing, etc., and have that person explain the facts of life to MET. 2) Ask MET to suggest to the Support Manager how Incidents ARE supposed to be routed if Categorizations aren't used, and why he would want you to be the only Remedy customer on the planet to NOT use them for assignment (make him prove HIS concept rather than you defending yours). Tell MET that once he and the Support Manager work out how that would work, then you will support their decision. This will make MET carry his position to logical conclusions, where it will break down. 3) If the organization is heavily ITIL-centric, there must be a champion/guardian of that process somewhere around - sic that person on MET. 4) Figure out how much doing things MET's way would cost in customizations to product, longer MTRs, etc., and then have the Support Manager ask MET if he would like to fund that from his budget. 5) If it's possible (don't know his org chart relationship with you), ignore him and continue to do it the way you know best. The more pressure put on him to prove he's right, the more likely he is to back down as he slowly figures out he's wrong. Rick On Thu, Apr 9, 2009 at 7:24 AM, Meyer, Jennifer L <[email protected] > wrote: > ** > > Listers, > > > > Please help me with this one. > > > > One of my management users got hold of an external source that said > categorizations don’t have to be used for routing. Somehow, the user > misunderstood what the external source was attempting to communicate, > grabbed hold of the elephant’s tail, and is now trying to tell us we don’t > need to use Incident assignment rules based on Operational and Product > Categorizations to route tickets to the correct support group. > Unfortunately, we route tickets in our system based on categorizations, but > this user stubbornly clings to his part of the elephant. > > > > Of course, I have Rick Cook’s excellent “A New Paradigm of Generic Incident > Classification,” BMC’s “Best Practices” documentation, and several other > things I’ve dug up which refer obliquely to CTI (OpCats) and assignment. > The problem is I ***KNOW*** CTI is used for assignment. You don’t have to > use it for that, but I’ve been using it that way since 6.X. It’s so > ingrained that I take it for granted that everybody else knows that, too. > > > > Does anybody have a best practices document that explicitly states that > Incident assignment is based on categorization? > > > > Jennifer Meyer > > > > > __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > html_____Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" > html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
