Hi Ray In ESS, they would be Requisition requests...
HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work ========================== tel +44 1494 468980 mobile +44 7710 377761 email [email protected] web http://www.westoverconsulting.co.uk -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Ray T. Sent: Friday, June 19, 2009 8:14 PM To: [email protected] Subject: Re: How do you track requests for design, consulting, setup? Michiel, So, you would treat a request to have new server with xyz software installed as a Change Request. I am assuming you do the same for a request to have some experts be available for y days for consultation. Ok. Thank you for your input. Anybody else? In your environment, would these requests start out as a Change Request? In ITSM's CM module? I want to say it is not common to treat such requests as Change Requests, but you guys tell me. On Fri, Jun 19, 2009 at 4:36 AM, Michiel Beijen<[email protected]> wrote: > 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" > ____________________________________________________________________________ ___ 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"
