Yes, the "Even Release / Odd Release" issue, or as Friday's humor for today pointed out, the "Code Review" meetings :)
Actually, this is more of a question concerning ITIL and how the customer implements the ITIL Processes. There are certain items in a new-hire / on-boarding which are technically "Change Requests" (New Desktop/Notebook, Account Creation, Account Authorization (say for SAP Access), etc) and certain things are in that "grey area" in somewhere between Incident & Change (New Security Badge, could be an incident or change, but "grant badge access to datacenter" is a change because of approvals, etc) -- thus the SRM Created ticket type of a "Work Order", or as Christopher indicates "Tasks" under either Incidents or CR's.. Then you get into the wonderful discussions of "is this "One Ticket Container with Multiple Sub-Tasks" or is there a "Master Ticket" which has "Linked Tickets"... example: Service Request = "New Hire / On Boarding" which could have many referenced-tickets such as Change Request 1 = "Account Creation / Identity Management Setup" Change Request 2 = "New Notebook" Change Request 3 = "Security Setup" (badge, building access, etc) Incident 1 = Calling Card Allocation That is my "love / hate" relationship of ITIL - it is like they say in the Pirates of the Caribbean concerning the "Rules of Piracy" -- "They are more like guidelines than rules..." The main thing, is what works for me may-not work for you. As long as you have the process documented and implemented (regardless if it is called a "Incident / Work Order / Change Request / Task") you are 99% there :~) I know, this is not really an answer, but HTH anyway :) Robert Molenda On Feb 8, 2008 7:46 AM, strauss <[EMAIL PROTECTED]> wrote: > ** I _wish_ we could convince them here to do such things through > Remedy... > > If you are going to be creating a lot of tasks in Incident, you need to > look seriously at the patch 9002 Incident Task Template add-on. > Unfortunately BMC has seen fit to leave it out of their patch cycle - and by > patch 005 were issuing a warning that applying the patch to a system that > had 9002 installed on it would break 9002. As a result I have left it out > of my final production build-out for ITSM 7, but then we don't need to do > employee setups. > > Here are the warnings: Again, patches 005 and on, maybe even 004 would > stomp on parts of 9002 and leave them more broken than they were to begin > with. There are also unresolved issues with 9002 that caused problems with > the OOTB Change Management task templates function. Rather than fix all of > their code and release a clean replacement to 9002, BMC has just let this > problem fester, logging defects and closing my issues about it since back in > early 2007 and then doing nothing with the defects. With that warning, you > still might want to look at the patch because it contains capabilities for > task templates that Incident Management sorely needs. Just be aware that > you will have to fix some BMC-created defects and be careful about future > patches if you decide to deploy 9002. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > > ------------------------------ > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Andre H > *Sent:* Friday, February 08, 2008 9:06 AM > *To:* arslist@ARSLIST.ORG > *Subject:* ITSM 7 - Question, new employee on-boarding > > ** Good Morning and happy Friday, > > I have been appointed to to ping the ITSM 7 community on new employee > on-boarding methodology. > > By using only the following modules - > > ARS 7.x > Mid-Tier 7.x > CMDB 2.x > Incident 7.0.x > Problem 7.0.x > SLM 7.x > and maybe Change 7.x > > Where are you starting to create the main record? > Incident, then create child-tasks? > Change, then create child-tasks? > > Please keep in mind that the Service Desk will only be handling > on-boarding process > . > I know of SRM and third party products that will handle on-boarding, I > just need to see how other companies are defining it without them. > > Thanks for your input and have a great weekend. > > Andre' > > ------------------------------ > Never miss a thing. Make Yahoo your > homepage.<http://us.rd.yahoo.com/evt=51438/*http://www.yahoo.com/r/hs>__Platinum > Sponsor: > www.rmsportal.com ARSlist: "Where the Answers Are" html___ > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
