Hi all,
I want to poll you guys about how requests for design, consulting, or
project related work etc are tracked (as opposed to breakfixes) in
your invironment. Using which processes and what tracking
system/modules.
Say somebody (a "Customer") is requesting ("Server Group") that 3
servers be purchased and setup a certain way for use by area x in your
environment. How would this request follow and be tracked in your
environment?
Let me give this a try myself...you guys add/remove/correct, provide
alternatives, or just tell me what happens in your organization. And
tell me which parts are generally tracked in Remedy (say in BMC's
standard products).
Customer opens a request to Server Group for the whole work in...
a Work Order system (internal or external to Remedy)? Service Request
system? Is it common to use Remedy's SRM for this? I think a good way
to do this would be to have a service catalog defined and on the SRM
module request for this service, right? If you don't have SRM module,
and say you have only ITSM...you may use an Incident with a
Type="request" to indicate it's a request for a service and not a
breakfix?
Then the Server Group would place PO their usual way, fi they need to
get new servers. inside or outside of Remedy. If it's being done in
Remedy...if you have SRM, you would use a Work Order. Correct?
Servers get in...it's configured, say by Servers Group. Then any extra
work beyond basic setup is done by Server Group. CMDB or Asset
database or whatever system of record is updated. Customer is happy,
Server Group is done, and may be got some money for their service.
.
I actually have Help Desk 5.0. That's not a typo. But I would love to
hear the flow in any environment. I am trying to look beyond what I
can do right now to what the future can be.
Thanks in advance.
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