Let me simplify the question. Can you just tell me, what is this kind of request called and where would somebody enter/track it in your environment?...
I need a Windows 2003 server and have MSSQL xyz be installed on it. I need consulting (advice/design) on what is the best way to design my new department's local network? On Thu, Jun 18, 2009 at 11:23 AM, Ray T.<[email protected]> wrote: > 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 I 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. > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
