I would suggest that you read my white paper on the subject. It is available on the BMCDN.
Rick On Sep 22, 2011 8:31 AM, "Brian Pancia" <panc...@finityit.com> wrote: > This topic comes up every once and awhile on arslist. I talked to a few > people at WWRUG that have really struggled with this. I would be interested > to see if we can have people submit 5 examples of operational categorization > for Incident Management they use and why they chose the method. In the end > we should end up with a pretty decent list that people can use when trying > to define categorizations. > > > > Examples > > > > Incident - Application - Error > > Request - Password - Reset > > Request - Question - How-To > > Event - System - Approaching Threshold > > Inquiry - Suspicious Activity - Malicious Code > > > > I've used this approach to allow for reporting and setting business rules > per ITIL process (incident, request, event, and security management). Tier > 2 is for the what under each process and lines up with an organizations > services, technical areas, and key support areas. Tier 3 is a simplified > explanation of the issue the user is calling about. > > > > I continually try to come up with different ways to simplify the > categorization, so that it is useful to the business, but also easy enough > for the Service Desk people to quickly chose the right categorization for > the ticket. I really appreciate everyone's input and insight. I know this > is always a burning issue for new Remedy admin/developers to seasoned. > > > > > > Brian Pancia > President > > > > Finity IT, LLC > > 44081 Pipeline Plaza, Suite 100-5 > > Ashburn, VA 20147 > Tel: (571) 252-5090 x301 > Fax: (571) 222-0043 > <mailto:brian.pan...@finityit.com> brian.pan...@finityit.com > > > > <http://www.finityit.com/> www.finityit.com > > > > Finity IT, LLC is a Service Disabled Veteran Owned Small Business (SDVOSB). > Finity IT is a leading provider of IT Optimization services and solutions. > Specializing in Service Management, Enterprise Architecture, and Solutions > Arcitecture services. > > > > DISCLAIMER: The information contained in this e-mail and its attachments > contain confidential information belonging to the sender, which is legally > privileged. The information is intended only for the use of the > recipient(s) named above. If you are not the intended recipient, you are > notified that any disclosure, copying, distribution or action in reliance > upon the contents of the information transmitted is strictly prohibited. If > you have received this information in error, please delete it immediately. > > > > > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
