With ITSM 6, it's pretty difficult to keep the lists short, because you have to reference all kinds of applications and hardware. If you can, look at separating out the Products into a separate set of CTIs, like ITSM 7 does. If you can, your Operational CTIs can be kept pretty short. There was a thread here a few days ago about how to do that.
If you can't, or you can't add another level or so, you're pretty much stuck with what you have. Rick On Wed, Apr 23, 2008 at 12:19 PM, Joseph Kasell < [EMAIL PROTECTED]> wrote: > Rick, > > We're using ITSM 6. > > I like your phrase "where the theoretical meets the practical..." There > is > obviously a fine line, or tipping point, that needs to be found to balance > those two concepts. > > Joe > > Joseph Kasell > Network Management Integrator > Global Telcom Services > Navy Federal Credit Union > 12851 Worldgate Drive, 7th Floor > Herndon, Virginia 20170 > > > > > Rick Cook > <[EMAIL PROTECTED] > .COM> To > Sent by: "Action arslist@ARSLIST.ORG > Request System cc > discussion > list(ARSList)" Subject > <[EMAIL PROTECTED] Re: CTI Management Question > ORG> > > > 04/23/2008 02:42 > PM > > > Please respond to > [EMAIL PROTECTED] > RG > > > > > > > ------=_Part_17655_31672132.1208976163570 > Content-Type: text/plain; charset=ISO-8859-1 > Content-Transfer-Encoding: 7bit > Content-Disposition: inline > > Joseph, CTIs are the main place where the theoretical meets the practical > in > a Remedy application. Can you tell us what version of Help Desk/ITSM you > are using? It makes a big difference in terms of what you are practically > able to accomplish. > > Rick > > On Wed, Apr 23, 2008 at 11:35 AM, Joseph Kasell < > [EMAIL PROTECTED]> wrote: > > > I don't know if this has been discussed previously but I wanted to find > > out > > how others on this board approached the management of CTI's. In our > Help > > Desk application alone, we have 811 defined CTI's. To me that seems > likes > > a lot but it's relative and another organization may not think of that > > number as too high. I know that it has gotten this way because of quick > > replies to requests like "we need a CTI for this" or "we need a CTI for > > that", all of which are arising from a metrics requirements. I know > also > > that as this number has increased, it becomes very easy from a > > front-line-support standpoint to get lost when attempting to classify a > > ticket with the appropriate CTI, or from an administrative standpoint > with > > respect to seeing that the need driving a new CTI may already be > answered > > by an existing CTI. > > > > I spoke to Support on this and they really had no resource they could > > point > > me to for guidance. They did say that the software should have no > > problems > > handling a large number of CTI's. I've heard of a rule of thumb where > you > > shouldn't have more than 10 Categories, 10 Types for each Category, and > 10 > > Items for each Type, which seems like a good starting point. I just > would > > like to get ideas from others out there as to how they handle this. > > > > I appreciate the help. > > > > Joe > > > > Joseph Kasell > > Network Management Integrator > > Global Telcom Services > > Navy Federal Credit Union > > 12851 Worldgate Drive, 7th Floor > > Herndon, Virginia 20170 > > > > > > > > _______________________________________________________________________________ > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ------=_Part_17655_31672132.1208976163570 > Content-Type: text/html; charset=ISO-8859-1 > Content-Transfer-Encoding: 7bit > Content-Disposition: inline > > ** > Joseph, CTIs are the main place where the theoretical meets the practical > in a Remedy application. Can you tell us what version of Help > Desk/ITSM you are using? It makes a big difference in terms of what > you are practically able to accomplish.<br> > <br>Rick<br><br><div class="gmail_quote">On Wed, Apr 23, 2008 at 11:35 AM, > Joseph Kasell <<a href="mailto:[EMAIL PROTECTED] > ">[EMAIL PROTECTED]</a>> wrote:<br><blockquote > class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); > margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> > I don't know if this has been discussed previously but I wanted to > find > out<br> > how others on this board approached the management of CTI's. In > our Help<br> > Desk application alone, we have 811 defined CTI's. To me that > seems likes<br> > a lot but it's relative and another organization may not think of > that<br> > number as too high. I know that it has gotten this way because of > quick<br> > replies to requests like "we need a CTI for this" or "we > need a CTI for<br> > that", all of which are arising from a metrics requirements. I > know also<br> > that as this number has increased, it becomes very easy from a<br> > front-line-support standpoint to get lost when attempting to classify > a<br> > ticket with the appropriate CTI, or from an administrative standpoint > with<br> > respect to seeing that the need driving a new CTI may already be > answered<br> > by an existing CTI.<br> > <br> > I spoke to Support on this and they really had no resource they could > point<br> > me to for guidance. They did say that the software should have no > problems<br> > handling a large number of CTI's. I've heard of a rule of > thumb where you<br> > shouldn't have more than 10 Categories, 10 Types for each Category, > and > 10<br> > Items for each Type, which seems like a good starting point. I just > would<br> > like to get ideas from others out there as to how they handle this.<br> > <br> > I appreciate the help.<br> > <br> > Joe<br> > <br> > Joseph Kasell<br> > Network Management Integrator<br> > Global Telcom Services<br> > Navy Federal Credit Union<br> > 12851 Worldgate Drive, 7th Floor<br> > Herndon, Virginia 20170<br> > <br> > > _______________________________________________________________________________<br> > > UNSUBSCRIBE or access ARSlist Archives at <a href="http://www.arslist.org"; > target="_blank">www.arslist.org</a><br> > Platinum Sponsor: <a href="http://www.rmsportal.com"; > target="_blank">www.rmsportal.com</a> ARSlist: "Where the Answers > Are"<br> > </blockquote></div><br> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > > ------=_Part_17655_31672132.1208976163570-- > > > _______________________________________________________________________________ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
