Shawn is absolutely right. This will create years of misery. Don't forget to use the priorities in context as well. Critical Incident is when everyone gets in a room in IT. Some people refer to it as Major Incident Management. Also, if it's helpful, use Request Management terminology where applicable in the Service Type field. User Service Request, User Service Restoration, Infrastructure Event, Inf. Restoration... etc...
Let them get through their pain. And if you need to add some qualifying terminology to distinguish between Hurricane Sandy and a Production System outage... use what's the in incident management if it all possible! Lee Cullom | Northcraft Analytics IT Metrics Specialist | Business Intelligence for ITSM Direct - 678-438-7244 | http://www.northcraftanalytics.com Main - (678) 664-ITSM What is Northcraft Analytics? Find out in 87 Seconds. THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If such an agreement is in place). -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, February 18, 2014 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: Implementing FEMA incident procedure in Remedy ITSM You may not have much pull on the decision, but I'd make sure whoever the decision maker is understands that calling Incident Management something else would result in some major (and unnecessary) changes in the system, potentially destabilizing it as you modify all references to Incidents, change the emails, etc. You also are going against the international standards of ITIL, which tie directly to ITSM, as opposed to the non-I.T. standard term of an Incident used by FEMA. As a result, my suggestion would be to just use the term "FEMA Incident" to track those wherever you need to. Not knowing enough about the requirements, I'd suggest either making it a categorization of some sort, or a template, or if the process doesn't map to ITSM, just build a custom app with hooks into the rest of ITSM as needed. We have a couple of CRM applications that I've built on Remedy that are used by non-I.T. in our environment that work great because ITSM wouldn't have been a good fit for their business needs. AR System is a great rapid application development tool. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Siegel Sent: Tuesday, February 18, 2014 11:30 AM To: arslist@ARSLIST.ORG Subject: Implementing FEMA incident procedure in Remedy ITSM Hi - All We are moving from BMC SDE to Remedy ITSM and I had a question. In my company's world the word "incident" has a whole different meaning than the ITIL help desk world. When we "declare and incident" folks gather into a room and follow the FEMA incident management protocol for resolving the issue. In SDE this meant replacing every instance of the word "incident" with the word "ticket", to avoid confusion. We then tracked our FEMA style incidents in the White Board module. I was hoping that there was someone out there in the Remedy ITSM world who has integrated FEMA type incidents into their system. Being brand new to Remedy, the only path that I can see is to highjack the Problem module for our FEMA type incidents and use the Incident module for our "tickets" as we did in SDE. Thanks, Tom _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
