The Question is answered . On Tue, Jul 13, 2010 at 12:57 PM, Benedetto Cantatore < bcant...@emerginghealthit.com> wrote:
> ** > The prior posts make great points. I'll add this bit of advice. When > developing the Operational Categorization, try to make sure when the tech is > submitting a ticket that the available choices are intuitive. The > Operational Categorizations also need to make sense when you're doing > reporting. So take common ticket types and test the Op Cats by seeing if it > makes sense both ways. > > Ben Cantatore > Remedy Manager > (914) 457-6209 > > Emerging Health IT > 3 Odell Plaza > Yonkers, New York 10701 > > >>> kbeg...@gmail.com 07/13/10 12:00 PM >>> > ** > I am going to throw my two cents in because this is probably the hardest > part of implementing ITSM. make sure when you are defining these that you > get input/buyoff from helpdesk managers, field tech managers etc.... I have > seen companies in the past where these values where agreed upon but no one > though of consulting with the people who actually use the application. You > can come up with the best Foundational data to you, or to mangement but when > it comes time to use it, if it does not make sense to them it is going to be > a hard roll out, not to mention inaccurate reporting from people using the > wrong cats etc.... > > This might go without saying, but just thought I would throw this out > there. > > Kevin > > On Tue, Jul 13, 2010 at 11:51 AM, Thad Esser <thad.es...@gmail.com> wrote: > >> ** The CI would be server "abc.company.com" with asset tag 123, and >> serial number 987654321-123456789. >> >> Product Catalog (example from one of the Topology Discovery defaults): >> >> - Tier 1 - Hardware >> - Tier 2 - Processing Unit >> - Tier 3 - Server >> - Product Name - ProLiant DL380 G4 >> - Manufacturer - HP >> >> Server abc.company.com would be categorized as a Proliant DL380. By >> using the product categorization on your Incidents, you can discern how >> often the Proliant DL380s are causing issues. Or how many times the >> Proliant's are being changed (via Change Requests). >> >> Operational Catalog >> >> - Tier 1 - Change (or "Add" or "Remove", etc...) >> - Tier 2 - Server >> - Tier 3 - Microsoft >> >> Operationally, you can track what is happening to all the Microsoft >> servers. Combine this with the product categorization, and you can see how >> many issues you've had with your Microsoft Proliant DL380s. >> >> As has been mentioned, how each company wants to track things varies and >> can get philosophical. >> >> -Thad >> >> >> On Tue, Jul 13, 2010 at 8:34 AM, Martinez, Marcelo A >> <marc...@cpchem.com>wrote: >> >>> Just to mix things up a bit more… >>> >>> In ITSM training I was told that operational catalog should be >>> <Verb><Noun><Noun>; and to use “I need to <verb> <noun> on my <noun>”. (i.e. >>> “ I need to INSTALL SOFTWARE on my DESKTOP”). >>> >>> >>> >>> HTH >>> >>> >>> >>> Marcelo >>> >>> >>> >>> *From:* Action Request System discussion list(ARSList) [mailto: >>> arsl...@arslist.org] *On Behalf Of *vianna...@hotmail.com >>> *Sent:* Tuesday, July 13, 2010 10:27 AM >>> >>> *To:* arslist@ARSLIST.ORG >>> *Subject:* Re: Operational vs Product Categorization >>> >>> >>> >>> ** >>> >>> Thanks, all responses have been useful! >>> >>> >>> >>> Vi >>> >>> On Jul 13, 2010, at 11:22 AM, Thad Esser <thad.es...@gmail.com> wrote: >>> >>> ** Its not perfect, but this is what I reduced it down to: >>> >>> - Configuration Items (CIs) - The specific things in your >>> environment. >>> - Product Catalog - The different TYPES of those things in your >>> environment. >>> - Operational Catalog - The things you DO to the things in your >>> environment. "Operationally" how you deal with them. >>> >>> Hope that helps >>> >>> Thad >>> >>> On Tue, Jul 13, 2010 at 8:06 AM, Vianna Vianna <vianna...@hotmail.com> >>> wrote: >>> > ** >>> > Hello! >>> > I've been asked to define Operational and Product Categorization and >>> > identify the differences between the two. I'm having a difficult time >>> > putting it into words. Does anybody have a brief document or something >>> that >>> > can help explain why we differentiate now? >>> > >>> > Thanks! >>> > >>> > Vi >>> > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ >>> >>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ >>> >>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ >>> >> >> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > > > > -- > Kevin Begosh > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
