Re: OT: Client Sensitivity
Sorry, the correct name of the field is Job Title. Jose Manuel Huerta http://theremedyforit.com/ On Mon, Aug 20, 2012 at 6:47 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** What tab is the Profession field on or was that a customized field you put into the system? ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jose Manuel Huerta Guillén *Sent:* Friday, August 17, 2012 11:43 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: OT: Client Sensitivity ** ** ** One of my customers is a healthcare organization (big one, with +6000 employees). ** ** We have done it like the next: ** ** - We use the profession field at CTM:People to mark it as doctor, nurse, administrative stuff, maganer, etc. - We customized HPD help Desk to show it at the main screen, so technical staff known if it is a doctor. - Client Sensitivity means that the employee is part of a critic healthcare chain (like a *triage* nurse at emergency, surgery doctor, ...). - VIP is used to mark senior management. - Impact is used to mark the spread of the incident (one person, few people, full unit, whole hospital) - VIP moves from one person to few people. - Urgency is used to mark the effect on the work being the max a risk to a patient. - Sensitivity increases one level. ** ** It works correctly. Just to share... ** ** ** ** Jose Manuel Huerta http://theremedyforit.com/ ** ** On Tue, Aug 14, 2012 at 9:26 PM, Jason Miller jason.mil...@gmail.com wrote: it for our Doctors where VIP is senior mgmt and their admins. It was setup for our Help Desk personnel to be more aware that the issue could have an impact on a patient in a hospital and they might change the urgency based on that up a level. ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Client Sensitivity
What tab is the Profession field on or was that a customized field you put into the system? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Friday, August 17, 2012 11:43 PM To: arslist@ARSLIST.ORG Subject: Re: OT: Client Sensitivity ** One of my customers is a healthcare organization (big one, with +6000 employees). We have done it like the next: - We use the profession field at CTM:People to mark it as doctor, nurse, administrative stuff, maganer, etc. - We customized HPD help Desk to show it at the main screen, so technical staff known if it is a doctor. - Client Sensitivity means that the employee is part of a critic healthcare chain (like a triage nurse at emergency, surgery doctor, ...). - VIP is used to mark senior management. - Impact is used to mark the spread of the incident (one person, few people, full unit, whole hospital) - VIP moves from one person to few people. - Urgency is used to mark the effect on the work being the max a risk to a patient. - Sensitivity increases one level. It works correctly. Just to share... Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 14, 2012 at 9:26 PM, Jason Miller jason.mil...@gmail.com wrote: it for our Doctors where VIP is senior mgmt and their admins. It was setup for our Help Desk personnel to be more aware that the issue could have an impact on a patient in a hospital and they might change the urgency based on that up a level. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Client Sensitivity
One of my customers is a healthcare organization (big one, with +6000 employees). We have done it like the next: - We use the profession field at CTM:People to mark it as doctor, nurse, administrative stuff, maganer, etc. - We customized HPD help Desk to show it at the main screen, so technical staff known if it is a doctor. - Client Sensitivity means that the employee is part of a critic healthcare chain (like a *triage* nurse at emergency, surgery doctor, ...). - VIP is used to mark senior management. - Impact is used to mark the spread of the incident (one person, few people, full unit, whole hospital) - VIP moves from one person to few people. - Urgency is used to mark the effect on the work being the max a risk to a patient. - Sensitivity increases one level. It works correctly. Just to share... Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 14, 2012 at 9:26 PM, Jason Miller jason.mil...@gmail.comwrote: it for our Doctors where VIP is senior mgmt and their admins. It was setup for our Help Desk personnel to be more aware that the issue could have an impact on a patient in a hospital and they might change the urgency based on that up a level. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Client Sensitivity
Two of you had provide the same definition: Sensitive Information. Is it the normal interpretation of this field? Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 14, 2012 at 4:54 AM, Joe Martin D'Souza jdso...@shyle.netwrote: ** I misread Jose’s posting, in a hurry to breeze through so I apologize.. I thought he meant to ask how would you flag people that complain about nothing and everything for no reason at all more often than not.. I would use Client Sensitivity for customers whose assets contain sensitive confidential data so if their asset is reported having a problem, proper care could be taken so that the assets storage devices do not end up places they should not, like external vendors etc., before that data is backed up and purged from the device before its handed over.. Joe *From:* Mahesh Chandra mchand...@gmail.com *Sent:* Monday, August 13, 2012 8:40 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Client Sensitivity ** People form has a field called Client Sensitivity. Thanks Mahesh Sent from my iPhone On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** There is no default OTB field that you can mark such an attribute so its something that you might need to create. Its hard to describe that attribute as it could be someone who complains about non existing conditions without taking any measure of pre-qualifying something to raise as an incident. I might probably want to call such a customer a ‘Problem Customer’ with maybe grading from 0 to 5 where if that customer has never raised any incident that was not worth raising, its value would be 0 while if 100% of the problems raised by that customer were not real problems, then that value would be 5 and everything in between varying degrees of a ‘problem customer’.. Joe *From:* Jose Manuel Huerta Guillén arsl...@theremedyforit.com *Sent:* Monday, August 13, 2012 7:09 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Client Sensitivity
Jose, This is from the ITSM 7 config guide. VIP is used to identify a very important individual within the organization. The Client Sensitivity field is used to designate certain individuals assensitive, meaning that they might require additional attention. I interpret this as a indication to the service desk that the person whom they are helping might need more hand-holding when trying to resolve their problem. Could be also used for someone who is not exactly a VIP but works for one, so handle with care. Hope this helps. Saby From: Jose Manuel Huerta Guillén arsl...@theremedyforit.com To: arslist@ARSLIST.ORG Sent: Tuesday, August 14, 2012 2:06 AM Subject: Re: Client Sensitivity ** Two of you had provide the same definition: Sensitive Information. Is it the normal interpretation of this field? Jose Manuel Huerta http://theremedyforit.com/ On Tue, Aug 14, 2012 at 4:54 AM, Joe Martin D'Souza jdso...@shyle.net wrote: ** I misread Jose’s posting, in a hurry to breeze through so I apologize.. I thought he meant to ask how would you flag people that complain about nothing and everything for no reason at all more often than not.. I would use Client Sensitivity for customers whose assets contain sensitive confidential data so if their asset is reported having a problem, proper care could be taken so that the assets storage devices do not end up places they should not, like external vendors etc., before that data is backed up and purged from the device before its handed over.. Joe From: Mahesh Chandra Sent: Monday, August 13, 2012 8:40 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Client Sensitivity ** People form has a field called Client Sensitivity. Thanks Mahesh Sent from my iPhone On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** There is no default OTB field that you can mark such an attribute so its something that you might need to create. Its hard to describe that attribute as it could be someone who complains about non existing conditions without taking any measure of pre-qualifying something to raise as an incident. I might probably want to call such a customer a ‘Problem Customer’ with maybe grading from 0 to 5 where if that customer has never raised any incident that was not worth raising, its value would be 0 while if 100% of the problems raised by that customer were not real problems, then that value would be 5 and everything in between varying degrees of a ‘problem customer’.. Joe From: Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 7:09 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Client Sensitivity
At this healthcare organization we use it for our Doctors where VIP is senior mgmt and their admins. It was setup for our Help Desk personnel to be more aware that the issue could have an impact on a patient in a hospital and they might change the urgency based on that up a level. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 4:09 PM To: arslist@ARSLIST.ORG Subject: Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
OT: Client Sensitivity
This is interesting. For our healthcare org we have steered away from ranking the importance of various client types (I think we briefly used it on Help Desk 4x years ago). Our goal is to treat physicians, senior management and staff in a consistent manner. Our Service Desk has the ability to escalate any issue in which they or the customer feel needs immediate attention. This includes patient care issues, the CEO's printer is jammed and he needs something printed ASAP or even a clerk who states problem XYZ is critical to them performing their duties. Thanks for sharing a different way of looking at it. Jason On Tue, Aug 14, 2012 at 8:56 AM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** At this healthcare organization we use it for our Doctors where VIP is senior mgmt and their admins. It was setup for our Help Desk personnel to be more aware that the issue could have an impact on a patient in a hospital and they might change the urgency based on that up a level. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Jose Manuel Huerta Guillén *Sent:* Monday, August 13, 2012 4:09 PM *To:* arslist@ARSLIST.ORG *Subject:* Client Sensitivity ** ** ** Hi, ** ** How do you interpret the client sensitivity? ** ** One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. ** ** Regards, Jose Manuel Huerta http://theremedyforit.com/ ** ** ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Client Sensitivity
Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Client Sensitivity
There is no default OTB field that you can mark such an attribute so its something that you might need to create. Its hard to describe that attribute as it could be someone who complains about non existing conditions without taking any measure of pre-qualifying something to raise as an incident. I might probably want to call such a customer a ‘Problem Customer’ with maybe grading from 0 to 5 where if that customer has never raised any incident that was not worth raising, its value would be 0 while if 100% of the problems raised by that customer were not real problems, then that value would be 5 and everything in between varying degrees of a ‘problem customer’.. Joe From: Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 7:09 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: [EXTERNAL] Client Sensitivity
I think you can use it to flag *any* group of customers where there is a need for special handling - you just have to be sure to socialize to your users how you're using it. At our site, we use it to tell our technicians that they need to confirm that some extra security requirements have been met for this particular customer before they move the request forward. Thanks, Natalie Stroud Remedy/ITSM Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque, NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 5:09 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Client Sensitivity
People form has a field called Client Sensitivity. Thanks Mahesh Sent from my iPhone On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** There is no default OTB field that you can mark such an attribute so its something that you might need to create. Its hard to describe that attribute as it could be someone who complains about non existing conditions without taking any measure of pre-qualifying something to raise as an incident. I might probably want to call such a customer a ‘Problem Customer’ with maybe grading from 0 to 5 where if that customer has never raised any incident that was not worth raising, its value would be 0 while if 100% of the problems raised by that customer were not real problems, then that value would be 5 and everything in between varying degrees of a ‘problem customer’.. Joe From: Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 7:09 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Client Sensitivity
I misread Jose’s posting, in a hurry to breeze through so I apologize.. I thought he meant to ask how would you flag people that complain about nothing and everything for no reason at all more often than not.. I would use Client Sensitivity for customers whose assets contain sensitive confidential data so if their asset is reported having a problem, proper care could be taken so that the assets storage devices do not end up places they should not, like external vendors etc., before that data is backed up and purged from the device before its handed over.. Joe From: Mahesh Chandra Sent: Monday, August 13, 2012 8:40 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Client Sensitivity ** People form has a field called Client Sensitivity. Thanks Mahesh Sent from my iPhone On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** There is no default OTB field that you can mark such an attribute so its something that you might need to create. Its hard to describe that attribute as it could be someone who complains about non existing conditions without taking any measure of pre-qualifying something to raise as an incident. I might probably want to call such a customer a ‘Problem Customer’ with maybe grading from 0 to 5 where if that customer has never raised any incident that was not worth raising, its value would be 0 while if 100% of the problems raised by that customer were not real problems, then that value would be 5 and everything in between varying degrees of a ‘problem customer’.. Joe From: Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 7:09 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
