Brian,
The examples below do not align with the tool. Basically, they seem to be redundant. Why would you waste one category when you can use the Incident Type field to describe your incident type. (User Service Restoration, User Service Request, Infrastructure Event and so on.) From: Brian Pancia [mailto:panc...@finityit.com] Sent: Thursday, September 22, 2011 8:31 AM Subject: Age old debate - categorizations ** 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 brian.pan...@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. 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. _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"
