That sounds very reasonable, because that's the first step in the chain of events...get the servers. I am assuming there will be other "tickets" before all is said and done...to configure the box, install software? Or would that be part of the requisition request?
For a request for x hours of consulting from, say, the network group...does that fit anywhere in ESS? Thank you David. On Fri, Jun 19, 2009 at 3:50 PM, David Sanders<[email protected]> wrote: > 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" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
