Hey, Roger, I think I came up with something that works - naturally, after I
posted my request (Side note: The ARSList is so powerful, just posting to
it makes me smarter, even before responses come in).
Tell me what you think of this. Basically, it involves breaking down a
request from a user like this:
(User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3).
Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop.
Tier 1 - Fix; Tier 2 - Connectivity; Tier 3 - Email.
That seem to make sense?
Rick
_____
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Tuesday, May 01, 2007 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Operational Categorizations
**
Your Tier 1 and 3 need to be reversed then it will make sense with the new
ITIL driven design concepts.
-----Original Message-----
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 1 May 2007 6:41 PM
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
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