Actually, things like Update - Employee - Payroll
Remove - Employee - Benefits Add - Employee - Training Update - Employee - Record In Process - Employee - Badge would be better tracked as Business Services. So the OpCats associated with those would be to Add/Update/Remove --> Account --> Application. The ProdCats would list the application, and the Service would sync up with those combinations to the degree that the Service Catalog had been configured to do so. This list: Monitor - Hardware - Server, Router, Switch Investigate - Improper Usage - Policy Remediate - Unauthorized Access - Network Mitigate - Data Spill - Classified Data don't seem like Incidents, because there is no service interruption being remediated. These seem like either Problems, Changes, or Requests. I hope one day to expand my document to cover those, but it is not in its present state intended for anything more than Incident. Rick On Fri, Sep 23, 2011 at 9:27 AM, Brian Pancia <panc...@finityit.com> wrote: > ** > > Rick's white paper can be found here:**** > > ** ** > > https://communities.bmc.com/communities/docs/DOC-3231#comment-3060**** > > ** ** > > Rick great white paper with some sound advice for people implementing the > ITSM Suite. I'm curious to see more examples from everyone though. The > challenge I am seeing is that the ITSM Suite is taking a shift into > enterprise solutions that are used by some of the groups that support IT > like HR, Finance, Telco, and Security. In a lot of instances these > groups/services fall under a single company or are shared across multiple > companies. The current ITSM Suite is setup for a 1 Company or Global > approach and isn't tied to a specific service. **** > > ** ** > > Based on your white paper is this how you would structure HR tickets?**** > > ** ** > > Update - Employee - Payroll**** > > Remove - Employee - Benefits**** > > Add - Employee - Training**** > > Update - Employee - Record**** > > In Process - Employee - Badge**** > > ** ** > > A common process I have seen handled in the ITSM Suite is employee In/Out > Processing. So a lot of these are incorporated with things like:**** > > ** ** > > Install - Hardware - Phone**** > > Install - Hardware - Desktop**** > > Add - Access - Network**** > > Add - Access - Building**** > > ** ** > > Another area that has grown is web based apps/portals. Would you recommend > things like:**** > > ** ** > > Repair - Website - Portal**** > > Add - Access - Portal**** > > ** ** > > Another challenge is incorporating SOCs and NOCs that mainly monitor > stuff. Would you recommend things like:**** > > ** ** > > Monitor - Hardware - Server, Router, Switch**** > > Investigate - Improper Usage - Policy**** > > Remediate - Unauthorized Access - Network**** > > Mitigate - Data Spill - Classified Data**** > > ** ** > > Marcelo it does appear that the use of services is becoming more and more > import and less importance on operational categorization. Does this mean > that with the use of the services field one can just use tier 1 of the op > cats as - Failure, Add, Remove, Modify and incorporate the prod cats for the > specific product or sub services that is provided? Based on the product we > would know that it is Hardware - Desktop, so would we need this in the tier > 2 and 3 of the op cats?**** > > ** ** > > ** ** > > Brian**** > > ** ** > > ** ** > > ** ** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook > *Sent:* Thursday, September 22, 2011 9:11 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Age old debate - categorizations**** > > ** ** > > ** **** > > The "I want you to Opcat1 the Opcat1 on my Opcat3" method is actually from > my white paper. There are some frills and dressings therein, though. **** > > Rick**** > > On Sep 22, 2011 9:05 AM, "Martinez, Marcelo A" <marc...@cpchem.com> wrote: > > Rick, > > I am interested in reading your whitepaper. I will go look for it. > > > > We started (from BMC's recommendation) verb-noun-noun schema... then > switched to noun-noun-verb (again per BMC's recommendation). A few months > ago @ one of the training sessions I attended, the recommendation (from BMC) > was "I want to ____________ ____________ on my ______________." > > > > I always wondered how BMC really intended the Tiers to work.. after all, > they must have built the canned reports around a few of the category > structures.. no? There must be a reason why Tier 1 is mandatory but not Tier > 2 or 3... many questions, that I never got an answer for. > > > > BTW, ITSM 7.6.04 --- IMO, BMC has steered away from heavy use of the > categorization, instead, they rely more on "services", no? > > > > Now to go look for that doc... (Thanks Rick!) > > > > Marcelo > > > > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Rick Cook > > Sent: Thursday, September 22, 2011 7:36 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Age old debate - categorizations > > > > ** > > > > I would suggest that you read my white paper on the subject. It is > available on the BMCDN. > > > > Rick > > On Sep 22, 2011 8:31 AM, "Brian Pancia" <panc...@finityit.com<mailto: > panc...@finityit.com>> wrote: > >> This topic comes up every once and awhile on arslist. I talked to a few > >> people at WWRUG that have really struggled with this. I would be > interested > >> to see if we can have people submit 5 examples of operational > categorization > >> for Incident Management they use and why they chose the method. In the > end > >> we should end up with a pretty decent list that people can use when > trying > >> to define categorizations. > >> > >> > >> > >> Examples > >> > >> > >> > >> Incident - Application - Error > >> > >> Request - Password - Reset > >> > >> Request - Question - How-To > >> > >> Event - System - Approaching Threshold > >> > >> Inquiry - Suspicious Activity - Malicious Code > >> > >> > >> > >> I've used this approach to allow for reporting and setting business > rules > >> per ITIL process (incident, request, event, and security management). > Tier > >> 2 is for the what under each process and lines up with an organizations > >> services, technical areas, and key support areas. Tier 3 is a simplified > >> explanation of the issue the user is calling about. > >> > >> > >> > >> I continually try to come up with different ways to simplify the > >> categorization, so that it is useful to the business, but also easy > enough > >> for the Service Desk people to quickly chose the right categorization > for > >> the ticket. I really appreciate everyone's input and insight. I know > this > >> is always a burning issue for new Remedy admin/developers to seasoned. > >> > >> > >> > >> > >> > >> Brian Pancia > >> President > >> > >> > >> > >> Finity IT, LLC > >> > >> 44081 Pipeline Plaza, Suite 100-5 > >> > >> Ashburn, VA 20147 > >> Tel: (571) 252-5090 x301 > >> Fax: (571) 222-0043 > >> <mailto:brian.pan...@finityit.com<mailto:brian.pan...@finityit.com>> > brian.pan...@finityit.com<mailto:brian.pan...@finityit.com> > _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
