I would also like a copy if possible. Thanks,
Eric Alfonso, Contractor, 95 CG/SCCSS Remedy Support Team [EMAIL PROTECTED] -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Friday, April 13, 2007 11:28 AM To: [EMAIL PROTECTED] Subject: Re: Category, Type, Item explanation tips? Rabi, Can you send me the best practices document you have as well regarding the setup of Operational and Product Categories? We have ITSM 5.6 currently and are moving to ITSM 7.X but we are not sure how to best set them up using the new Category structure. My email address is [EMAIL PROTECTED] Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, April 13, 2007 12:44 PM To: [EMAIL PROTECTED] Subject: Re: Category, Type, Item explanation tips? Jason, I just sent to your hotmail a/c a file with info you may find useful. It's about common issues with CTIs and best practices. I am writing this to make sure the email doesn't get lost in case you have any kind of filtering setup in your account. --- Joe Bucci <[EMAIL PROTECTED]> wrote: > Jason, Here are some ways to think about them. > > 1. Categorization of calls - a three word discription of the incident. > like Network, password, reset. > > 2. Enterprise training needs. > What do we get the most calls about? > Like Office, Excel, Question > > 3. Solution Data base. > How do we store and categorize our Institutional Knowledge. > > 4. Assignment (this is my favorite) > CTI's are the skill sets of the various groups. > CTI's map who does what in the organization. > Now every new person doesn't have to know who does what, > Just what has to be done. > > HTH, Joe > > Joe Bucci > [EMAIL PROTECTED] > cell 703-608-4467 > > > >From: Jason Miller <[EMAIL PROTECTED]> > >Reply-To: [EMAIL PROTECTED] > >To: [EMAIL PROTECTED] > >Subject: Category, Type, Item explanation tips? > >Date: Wed, 11 Apr 2007 14:57:45 -0700 > > > >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) > > > > > > > > > > > > > > > > > > > > > >_______________________________________________________________________ >________ > >UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org ARSlist:"Where > >the Answers Are" > > _________________________________________________________________ > Get a FREE Web site, company branded e-mail and more from Microsoft > Office Live! > http://clk.atdmt.com/MRT/go/mcrssaub0050001411mrt/direct/01/ > > ________________________________________________________________________ _______ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
