The simple explanation is that the CTI is used for the business to measure and improve on the service it is providing. Over the last few years there has been a greater push to align IT to the business and take more of a services approach to IT. We can see this with the tremendous spread of ITIL and ITSM 7.0. Prior to this push Remedy and other tools were techie tools and used by the business to track things like ticket volume. Now the goal is to reduce ticket volumes, provide a better service, and possibly provide more services. The CTI allows the business to do exactly that. In addition, this will also allow the business/IT to move out of the typical reactive mode and start becoming proactive.
Regards, Brian _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Wednesday, April 11, 2007 5:58 PM To: arslist@ARSLIST.ORG Subject: Category, Type, Item explanation tips? What are some of the ways admins use to explain the concept of CTIs to users (HPD, CHG, TSK, AST). I have been creating/updating them for years but am have a bit of trouble conveying the importance and the benefit to a customer. Is there a simple way that anybody has found to help the concept click? Thanks, Jason ARS 7.0.01 p001 Approval Server 7.00.01 ITSM 6.0 CMDB 1.1 P3 Servers 2003 DB MS SQL 2000 SP4 (remote server) __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
