David, That sounds reasonable, because that could be the first step that needs to occur---get the servers. I am assuming there will be other "tickets" before all is said and done...to configure the box, install software.
For a request for x hours of consulting from, say, the network group...does that fit anywhere in ESS? Thank you. 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]<sponsor%[email protected]>ARSlist: > >> "Where the Answers > Are" > >> > > > > > > ____________________________________________________________________________ > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum > > Sponsor:[email protected]<sponsor%[email protected]>ARSlist: > > "Where the Answers Are" > > > > > ____________________________________________________________________________ > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:[email protected]<sponsor%[email protected]>ARSlist: > "Where the Answers Are" > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:[email protected]<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"
