Rick, As you well know, you are not the only one struggling with this issue. The only thing I will say that I see as a "potential problem" is that your Tier 2 categorization is generally covered by the Service Type field.
For Instance: Categorization Tier 1: Application Categorization Tier 2: Request Categorization Tier 3: Installation Service Type: User Service Request Categorization Tier 1: Application Categorization Tier 2: Problem Categorization Tier 3: Connectivity Service Type: User Service Restoration (With the Service Type field in the mix, it just seems kind of redundant to me). I realize that many new implementations of Remedy ITSM require consultants to steer the customer "in the right direction" while upgrades or transitions from one version to another usually does not because the customer base is now "used to" the set of categorizations already in place. All that being said, however, I would, if possible, present the customer with a small set of options and allow them to choose what they think best suits their needs. Scott Parrish IT Prophets, LLC Original Message: ----------------- From: Rick Cook [EMAIL PROTECTED] Date: Tue, 1 May 2007 15:41:09 -0700 To: arslist@ARSLIST.ORG Subject: ITSM 7 Operational Categorizations I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1 TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality Hardware Request Upgrade Hardware Problem Peripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook ____________________________________________________________________________ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" -------------------------------------------------------------------- myhosting.com - Premium Microsoft® Windows® and Linux web and application hosting - http://link.myhosting.com/myhosting _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
