Yeah, I know the tier 3 is optional, and we're going to stay very generic in that (i.e. PC, Application, Server), so that we don't step on the specific product data in the Product Cats. So Tier 3 (Application) will be the leadin to the details (Office/Excel) in the product cats.
Rick -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver Sent: Wednesday, May 02, 2007 5:36 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations I quite like the user request breakdown... with the exception that the "on/for my (Tier 3)" should be your defined in the Product Categorisation. If you include "what" the request is about in the Op.Cat then you're breaking your own rules. The other thing of course is that you don't need to go Tier 3 just because it's there (as Chris mentions in his rules)- we're finding customers who are happy to leave it just at Tier 1, as there isn't any need to go any deeper. Regards, Gareth ________________________________ From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Wed 02/05/07 09:33 To: ARSList Subject: Re: ITSM 7 Operational Categorizations ** 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 __20060125_______________________This posting was submitted with HTML in it___ ________________________________ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com <http://www.aol.com/?ncid=AOLAOF00020000000437> . __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ ____________________________________________________________________________ ___ 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"
