To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** I agree with you on the patches, Shawn. It may be easier to use, but I
can't imagine telling a customer (or my manager) that I want to install a
patch, though I have no idea what effect that patch will have because I don't
know the contents
Sent: Thu 08-May-08 04:45
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
The ITSM 7 generation of Remedy have made several senior Remedy =
developers to rethink if they want to continue working in the ARS =
Environment. Senior account managers, sales and pre-sales people are =
selling
THANKS - Friday humor a day early :)
Goats Middle Management - if Scott Adams monitors this list, he just got
some additional inspiration!
Thanks for the great laugh - I really needed it today :)
Robert
On Thu, May 8, 2008 at 12:03 PM, Jennifer Meyer [EMAIL PROTECTED]
wrote:
** You can
Norm,
Don't make me cry this early in the week.
From: Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Tue 06-May-08 13:15
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
Anyway, this is just my two cents on this topic. Working in I.T.
requires more of us than it used to. We can't be bearded
8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
**
One issue many organizations face is taking ITIL for gospel. ITIL is
just a framework/guide for organizations to use to define their own best
practices. When you tag positions like Owner or Manager to the process
it leads people
www.itprophets.com
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Tuesday, May 06, 2008 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
Just a few observations on this point...please
of Scott Parrish
Sent: Tue 5/6/2008 9:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
Norm,
Have you run into this situation: . . . But then when you challenge those
decisions by asking, Why are we doing
XYZ? you get a very vocal and forceful, BECAUSE ITIL SAYS SO!
If so, how did you handle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Tuesday, May 06, 2008 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
Just a few observations on this point...please forgive me
: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Tuesday, May 06, 2008 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
Yes I have, many times...and not only about ITIL. I've been down this
road with ITIL, CMM
Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, May 06, 2008 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
Isn't that generally a people issue? Not to start a flamewar but you'll
find those
Subject: Re: ITIL Remedy
Norm,
So is your issue with ITIL or is it with those who drink the ITIL
cool-aid?
Along with ITIL you also rattled off CMM, CMMI, Six Sigma and TQM. Does
a
set of standards, best practices or framework exist that you agree with
(ISO
maybe?)?
One of the things that I've
list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Tuesday, May 06, 2008 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
One need only to click on the SERVICES link on the IT Prophets website
to understand your perspective.
-Original Message
Sent: Tuesday, May 06, 2008 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
William hit the nail on the head. Most of these issues are people
related.
Either there was no buy in at levels, all levels were not involved in
the
decision/definition/implementation process, or the appropriate
(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Kevin Pulsen
Sent: Tuesday, May 06, 2008 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** The original question was asked about ITIL and ITSM 7.
BMC is suppose to have ITSM 7 extremely ITIL compliant... how can one use ITSM
7
:2000 Certified, CMMI(r) Level 3 Rated Company
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Tuesday, May 06, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
AR
There seems to be a smoldering issue here.
In previous versions, you could customize the dickens out of the ootb
applications (To fit your business needs).
However now with ITSM 7, customization is a four letter word.
You are allowed to configure it, but if want to customize it you are
Well, it's really about to what level companies are willing to buy into
ITIL. If they want full ITIL, customization of ITSM will reflect that by
being minimal. If they want some hybrid of the old and the new,
customizations can be extensive, and therefore practically non-upgradeable.
Not saying
@ARSLIST.ORG
Subject: Re: ITIL Remedy
I would add that not only do most organizations not hire someone as only
a do as you are told resource, if you adopt that mindset you can get
into a lot of trouble. I've been on site at places where people did
exactly what management told them to do, which was flawed
] On Behalf Of Kevin Pulsen
Sent: Tuesday, May 06, 2008 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** There seems to be a smoldering issue here.
In previous versions, you could customize the dickens out of the ootb
applications (To fit your business needs).
However now with ITSM 7
, they're yours.-- Richard
Bach
Pierson, Shawn [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
05/06/2008 08:49 AM
Please respond to
arslist@ARSLIST.ORG
To
arslist@ARSLIST.ORG
cc
Subject
Re: ITIL Remedy
I would add that not only do most
Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/ http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 06, 2008 12:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Well
, 2008 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
**
Kevin,
I do not think that if you customize ITSM 7 that you are breaking BMC's
rules. At the BMC User World in Vancouver, one of the pre-conference
tutorials (a tutorial developed and taught by BMC) was title In-depth
Analysis
, 2008 2:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
Scott,
You are correct, but BMC sales folks often tell you that you either
shouldn't customize or that there is no need to. They also like to push for
any customizations, even small cosmetic ones, being something you should
hire
*To:* arslist@ARSLIST.ORG
*Subject:* Re: ITIL Remedy
**
Kevin,
I do not think that if you customize ITSM 7 that you are breaking BMC's
rules. At the BMC User World in Vancouver, one of the pre-conference
tutorials (a tutorial developed and taught by BMC) was title In-depth
Analysis into Best
Hi,
In Remedy ITSM 7.0.1 - who should be the actual Owner of the ticket.
Should it be the assigned group or the Help Desk?
What are the advantages of one over the other.
**Wondering what's for Dinner Tonight? Get new twists on family
favorites at AOL Food.
with
the application to be able to reassign it when it is accidentally
assigned to the wrong group.
Shawn Pierson
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Monday, May 05, 2008 11:16 AM
To: arslist@ARSLIST.ORG
Subject: ITIL Remedy
**
Hi
Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Monday, May 05, 2008 11:16 AM
To: arslist@ARSLIST.ORG
Subject: ITIL Remedy
**
Hi,
In Remedy ITSM 7.0.1 - who should be the actual Owner of the ticket.
Should it be the assigned group
of North Texas Computing IT Center
http://itsm.unt.edu/
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Monday, May 05, 2008 11:16 AM
To: arslist@ARSLIST.ORG
Subject: ITIL Remedy
[EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 5 May 2008 11:15 am
Subject: ITIL Remedy
**
Hi,
?
In Remedy ITSM 7.0.1 - who should be the actual Owner of the ticket.? Should
it be the assigned group or the Help Desk?
?
What are the advantages of one over the other.
Wondering what's
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
**
Normally we assign it to the Help Desk - but who would be the Owner
In a message dated 5/5/2008 9:21:53 A.M. Pacific Daylight Time, [EMAIL
PROTECTED] writes:
**
We automatically assign it to the Helpdesk Group (actually Service
I can see the ticket being assigned to the Service Desk initially -
however once the Service Desk assigns the ticket to the Assigned Group -
would
the Assigned Group be the Owner? or will it remain the Service Desk. Or is it
in some cases the Service Desk and some cases the Support Team.
: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Monday, May 05, 2008 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
**
Normally we assign it to the Help Desk - but who would be the Owner
In a message dated 5/5
(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Kathy Morris
Sent: Monday, May 05, 2008 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
**
Normally we assign it to the Help Desk - but who would be the Owner
In a message dated 5/5/2008 9:21:53 A.M. Pacific Daylight Time, [EMAIL
Hi Kathy,
The Helpdesk really should be the owner of any incident.
It's best that the customer has only one single point of contact - the
helpdesk.. they need to own the incident from cradle to grave.. and they should
be able to spawn any change or problem from the given incident.
From a
You use the process flow bar? :)
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Hi Kathy,
The Helpdesk really
Aren't you, maybe, mixing the concepts of assignment and ownership?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Hi Kathy
Group.
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Kathy Morris
*Sent:* Monday, May 05, 2008 11:23 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: ITIL Remedy
**
Normally we assign it to the Help Desk - but who would be the Owner
System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Hi Kathy,
The Helpdesk really should be the owner of any incident.
It's best that the customer has only one single point
-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Hi Kathy,
The Helpdesk really should be the owner of any incident.
It's best that the customer has
?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Hi Kathy,
The Helpdesk really should be the owner of any incident.
It's best
discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** No.
Owner - Helpdesk
Assignment - Level II, III etc
?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Hi Kathy,
The Helpdesk really should be the owner of any incident.
It's best
the concepts of assignment and
ownership?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 05, 2008 11:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy
** Hi Kathy,
The Helpdesk really should
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