The prior posts make great points. I'll add this bit of advice. When developing the Operational Categorization, try to make sure when the tech is submitting a ticket that the available choices are intuitive. The Operational Categorizations also need to make sense when you're doing reporting. So take common ticket types and test the Op Cats by seeing if it makes sense both ways. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701
>>> [email protected] 07/13/10 12:00 PM >>> ** I am going to throw my two cents in because this is probably the hardest part of implementing ITSM. make sure when you are defining these that you get input/buyoff from helpdesk managers, field tech managers etc.... I have seen companies in the past where these values where agreed upon but no one though of consulting with the people who actually use the application. You can come up with the best Foundational data to you, or to mangement but when it comes time to use it, if it does not make sense to them it is going to be a hard roll out, not to mention inaccurate reporting from people using the wrong cats etc.... This might go without saying, but just thought I would throw this out there. Kevin On Tue, Jul 13, 2010 at 11:51 AM, Thad Esser <[email protected]> wrote: ** The CI would be server "abc.company.com" with asset tag 123, and serial number 987654321-123456789. Product Catalog (example from one of the Topology Discovery defaults): Tier 1 - Hardware Tier 2 - Processing Unit Tier 3 - Server Product Name - ProLiant DL380 G4 Manufacturer - HPServer abc.company.com would be categorized as a Proliant DL380. By using the product categorization on your Incidents, you can discern how often the Proliant DL380s are causing issues. Or how many times the Proliant's are being changed (via Change Requests). Operational Catalog Tier 1 - Change (or "Add" or "Remove", etc...) Tier 2 - Server Tier 3 - MicrosoftOperationally, you can track what is happening to all the Microsoft servers. Combine this with the product categorization, and you can see how many issues you've had with your Microsoft Proliant DL380s. As has been mentioned, how each company wants to track things varies and can get philosophical. -Thad On Tue, Jul 13, 2010 at 8:34 AM, Martinez, Marcelo A <[email protected]> wrote: Just to mix things up a bit more*In ITSM training I was told that operational catalog should be <Verb><Noun><Noun>; and to use "I need to <verb> <noun> on my <noun>". (i.e. " I need to INSTALL SOFTWARE on my DESKTOP"). HTH Marcelo From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of [email protected] Sent: Tuesday, July 13, 2010 10:27 AM To: [email protected] Subject: Re: Operational vs Product Categorization ** Thanks, all responses have been useful! Vi On Jul 13, 2010, at 11:22 AM, Thad Esser <[email protected]> wrote: ** Its not perfect, but this is what I reduced it down to:Configuration Items (CIs) - The specific things in your environment. Product Catalog - The different TYPES of those things in your environment. Operational Catalog - The things you DO to the things in your environment. "Operationally" how you deal with them.Hope that helps Thad On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna <[email protected]> wrote: > ** > Hello! > I've been asked to define Operational and Product Categorization and > identify the differences between the two. I'm having a difficult time > putting it into words. Does anybody have a brief document or something that > can help explain why we differentiate now? > > Thanks! > > Vi > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
