Hi Ray, I hope my answer helps you a bit.
Apart from the incident requests, you can distinguish three kind of requests: Usually, you'd have processes and procedures in place for some of these requests, and that do not need approval by the Change Advisory Board (CAB) or management - for instance for the installation of MSSQL, user account setup, or the inboarding of a new employee. That would mean you could treat those requests as a so called "standard change" - these are change requests that do not need approval. You can track these as a separate 'incident type' in the IM tool (where technically, they are change requests). You can define two other types of changes; you'd have changes where you have the processes in place but that need approval of management or the CAB because of the financial or other impact; such as requests for new servers etc. You'd want to track them in the Change Management part of your application. For this category, the major part of the work is most of the times in the execution of the change. The last category is changes that do not have a pre-defined procedure, such as custom integration requests and other 'advanced' stuff. Those type of change requests can be handled more as projects than as changes, and most of the time the majority of the work is in the change preparation. The difference between the last two categories of changes is that you will be able to use pre-defined change templates in the first category with pre-defined tasks attached for your different skill-groups and in the last category it will be more free-form and different for every change. The 'beauty' of a solution such as SRM is that it does not matter for a customer in what category their request is, they just select in a punch-out-catalog style what they need and SRM will generate tasks (incidents, changes, whatever) for the back-end. With the standard 'requester console' has templates you can use that provide very limited functionality but can also work for you, depending on your needs. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Jun 18, 2009 at 21:10, Ray T.<[email protected]> wrote: > 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" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
