Rick's white paper can be found here:
https://communities.bmc.com/communities/docs/DOC-3231#comment-3060 Rick great white paper with some sound advice for people implementing the ITSM Suite. I'm curious to see more examples from everyone though. The challenge I am seeing is that the ITSM Suite is taking a shift into enterprise solutions that are used by some of the groups that support IT like HR, Finance, Telco, and Security. In a lot of instances these groups/services fall under a single company or are shared across multiple companies. The current ITSM Suite is setup for a 1 Company or Global approach and isn't tied to a specific service. Based on your white paper is this how you would structure HR tickets? Update - Employee - Payroll Remove - Employee - Benefits Add - Employee - Training Update - Employee - Record In Process - Employee - Badge A common process I have seen handled in the ITSM Suite is employee In/Out Processing. So a lot of these are incorporated with things like: Install - Hardware - Phone Install - Hardware - Desktop Add - Access - Network Add - Access - Building Another area that has grown is web based apps/portals. Would you recommend things like: Repair - Website - Portal Add - Access - Portal Another challenge is incorporating SOCs and NOCs that mainly monitor stuff. Would you recommend things like: Monitor - Hardware - Server, Router, Switch Investigate - Improper Usage - Policy Remediate - Unauthorized Access - Network Mitigate - Data Spill - Classified Data Marcelo it does appear that the use of services is becoming more and more import and less importance on operational categorization. Does this mean that with the use of the services field one can just use tier 1 of the op cats as - Failure, Add, Remove, Modify and incorporate the prod cats for the specific product or sub services that is provided? Based on the product we would know that it is Hardware - Desktop, so would we need this in the tier 2 and 3 of the op cats? Brian From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rick Cook Sent: Thursday, September 22, 2011 9:11 AM To: [email protected] Subject: Re: Age old debate - categorizations ** The "I want you to Opcat1 the Opcat1 on my Opcat3" method is actually from my white paper. There are some frills and dressings therein, though. Rick On Sep 22, 2011 9:05 AM, "Martinez, Marcelo A" <[email protected]> wrote: > Rick, > I am interested in reading your whitepaper. I will go look for it. > > We started (from BMC's recommendation) verb-noun-noun schema... then switched to noun-noun-verb (again per BMC's recommendation). A few months ago @ one of the training sessions I attended, the recommendation (from BMC) was "I want to ____________ ____________ on my ______________." > > I always wondered how BMC really intended the Tiers to work.. after all, they must have built the canned reports around a few of the category structures.. no? There must be a reason why Tier 1 is mandatory but not Tier 2 or 3... many questions, that I never got an answer for. > > BTW, ITSM 7.6.04 --- IMO, BMC has steered away from heavy use of the categorization, instead, they rely more on "services", no? > > Now to go look for that doc... (Thanks Rick!) > > Marcelo > > From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rick Cook > Sent: Thursday, September 22, 2011 7:36 AM > To: [email protected] > Subject: Re: Age old debate - categorizations > > ** > > 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" <[email protected]<mailto:[email protected]>> 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:[email protected]<mailto:[email protected]>> [email protected]<mailto:[email protected]> >> >> >> >> <http://www.finityit.com/> www.finityit.com<http://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. 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If >> you have received this information in error, please delete it immediately. >> >> >> >> >> >> >> ____________________________________________________________________________ ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> >> attend wwrug11 www.wwrug.com<http://www.wwrug.com> ARSList: "Where the Answers Are" > _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" _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"
