God how I love these discussions, there is always so many ways to do this, and only a couple of them is dead wrong... It's always very useful to see how other people have solved this!
Richard, Im completely on your track in regard to what is an Incident and what is a Service Request. But... Consider that we, as some will argue, should register Incidents in IM, and Service Requests in SRM Consider that we have a service desk, acting as a single point of contact, answering customers on the phone. When a customer calls in with "printer not printing" issue, this is clearly an incident, and we will register it in IM. When the customer calls in an says that he has forgotten his password, this should then be registered in SRM, but how? As we do not have a "backend" for registering Service Requests. Also say that we would register this as work orders (not the same as a service request), it will be confusing and time consuming for the CSR to decide, and alway choose to start out in the right application. Using IM to register both Incidents and Service Requests solves part of this issue, but from a pragmatic point of view, SR's has got nothing to do, being mixed up with my Incidents... I had a long discussion with a customer a year back, where the customer argued that everything should start out as a service request, and then after the call (or during), the CSR has to decide if the SR should be "escalated" to an Incident, Change etc... Thank god I managed to talk him out of this! Not because he necessarily is wrong in his view on things, but because it would be more or less impossible to handle in ITSM/SRM as it is today, and it would just ad a huge extra layer of complexity and administration to the whole solution ;-) And again, it will be interesting to see how the rest of you think around this, and how you have solved it in real life! Best /Jan On Sep 23, 2011, at 17:06 , Gard, Richard J wrote: > ** IMHO - it is neither Incident nor Change but a Service Request. The > password function is not broken; it is doing what it is supposed to do by > keeping you out when the password expires or is compromised. As Rick said, > you are not managing passwords as CIs. Service Requests offer users a means > to have someone doing something for you and provides the ability to define a > workflow where approvals and service fulfillment tasks need to be performed > separately (separation of duties is required in our banking environment). _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
