I have worked on systems that use both methods, and found the "verb-noun-noun" to be most confusing for most users. How can you be certain that the verb you just chose will get you to the system you are looking for by the time you reach Tier 3?
I prefer a methodology of "General to specific": - Start with a general category of "Application" (or "Application Management"), "Accounts", "System", etc. - Then branch to something more specific, such as "Maintenance", "New Functionality", "Decommission", etc. - Then end with a verb: Add, Modify, Delete, Troubleshoot, Upgrade, etc. (I've also seen where the Application NAME is put in Tier 2. That's an option if your system is NOT big on using Product Categorizations.) But that's just me. Brian is also correct that the OpCats can be filtered via the Incident type (User Service Request vs. Service Restoration, etc.), but I've not yet seen where that helps the common end user - it just adds to the complexity of creating the ticket. But that's just me. Mike Luttmann DISA Remedy Engineer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brian Pancia Sent: Friday, September 23, 2011 8:12 To: [email protected] Subject: Re: Age old debate - categorizations ** Rick - very interesting. I have a situation right now where there is huge debate on what to track in each of the apps. Do requests belong in Incident Management? The debate in this situation is around password resets. This organization looks at them as requests and currently put them in the Change Management application. I personally would put them in the Incident Management application. The question would be are there requests that belong in the Incident Management app versus the Change Management app versus Work Orders? What about Event Management? High CPU or memory utilization probably does not cause service disruption and may or may not be a Problem if it is only 1 occurrence that was caused by something like a large import of data into a database. What about Security Incident Handling? Security events typically start of as a request to investigate some type of suspicious activity. Once the investigation is complete it is then determined whether it is an Incident or not. Which app would this start off in? So this brings up a bit of a dilemma when defining op cats. If we look at just the Incident Management application what do we track in there? If we just track incidents then why under Incident Type is there "User Service Request"? These are some of the questions I have faced from customers when defining op cats. From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Rick Cook Sent: Friday, September 23, 2011 9:39 AM To: [email protected] Subject: Re: Age old debate - categorizations ** Actually, things like Update - Employee - Payroll Remove - Employee - Benefits Add - Employee - Training Update - Employee - Record In Process - Employee - Badge would be better tracked as Business Services. So the OpCats associated with those would be to Add/Update/Remove --> Account --> Application. The ProdCats would list the application, and the Service would sync up with those combinations to the degree that the Service Catalog had been configured to do so. This list: Monitor - Hardware - Server, Router, Switch Investigate - Improper Usage - Policy Remediate - Unauthorized Access - Network Mitigate - Data Spill - Classified Data don't seem like Incidents, because there is no service interruption being remediated. These seem like either Problems, Changes, or Requests. I hope one day to expand my document to cover those, but it is not in its present state intended for anything more than Incident. Rick On Fri, Sep 23, 2011 at 9:27 AM, Brian Pancia <[email protected]> wrote: ** 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 <tel:%28571%29%20252-5090%20x301> >> Fax: (571) 222-0043 <tel:%28571%29%20222-0043> >> <mailto:[email protected]<mailto:[email protected]>> [email protected]<mailto:[email protected]> _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"
