Re: ITSM 7 Operational Categorizations
I believe you, Kelly, and so should everyone else. Thanks for moving it back to where it can benefit the most people. Rick On Sun, Nov 9, 2008 at 2:18 PM, Kelly Deaver [EMAIL PROTECTED]wrote: ** The document was accidentally misclassified during the upgrade. It is publicly available now. Please realize there were hundreds of documents and downloads to classify and sometimes things don't go perfect. There was no intent to hide Rick's document. Kelly Deaver [EMAIL PROTECTED] (Yes, I work for BMC. This post reflects the opinions of the poster and not the official opinion of BMC) Original Message Subject: Re: ITSM 7 Operational Categorizations From: Easter, David [EMAIL PROTECTED] Date: Fri, November 07, 2008 11:41 am To: arslist@ARSLIST.ORG You could also post publicly available documents created by the community on the public section of BMC DN. That way it would be available to anyone with a login on BMC DN (login access isn't restricted) and not just to BMC partners. The reason this issue came up is because the document was posted in the partner/BMC section of the BMC DN. Had it been posted in the public section, there wouldn't have been any issues around distribution. (Of course, I'm assuming the document was community developed and publicly available as per Rick's statement. Obviously, BMC or partner confidential documents would continue to be posted in the BMC/Partner section of BMC DN and thus require the restricted access.) -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) on behalf of Thad K Esser Sent: Fri 11/7/2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Perhaps a wiki. Something like Axton's http://www.arswiki.org/ Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Meyer, Jennifer L [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/07/2008 06:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: ITSM 7 Operational Categorizations ** You know, isn't it time we started a non-BMC controlled knowledgebase? Maybe something MySQL-based or something similar? I remember someone attempting to do so several years back, but it didn't get off the ground. And Matt Reinfeldt's site was very busy, but difficult to maneuver-and I could never remember my password. Perhaps it's time to look into it again. Jennifer Meyer 919-995-2402 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:arslist** @ARSLIST.ORG http://email.secureserver.net/compose.php#Compose] On Behalf Of Rick Cook Sent: Thursday, November 06, 2008 9:51 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Well, as the author of the document, I posted it on the BMCDN for convenience purposes only, not as an exclusive place for you all to get to it or to grant BMC exclusive rights over it. If BMC has a problem with people getting this document from some other source, they can come talk to me. If BMC hassles any of you about it, also refer them to me. I'll take care of it. I'm very flattered that so many of you find this information valuable, and I see no reason to withhold helpful information from those who need it. I hereby give my permission for anyone to use this for their own purposes, and to share it with whoever else might find it useful, especially since BMC didn't provide anything like it themselves. If you make a buck on it, maybe you could share it with me, but I'm not expecting that to happen. :) If anyone from BMC has any issue with what I just said, you have my phone number. I would love to talk to you about it. Enjoy! Rick On Thu, Nov 6, 2008 at 1:13 PM, Mario Roehr [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]http://email.secureserver.net/compose.php#Compose wrote: Listers, this stuff is confidential and does not have to be shared in other external forums like this one. Here's the message I got from BMC a few minutes ago: Mario - It has come to my attention that a document posted on BMCDN in a PRIVATE section for BMC Elite and Premier was posted in an external forum. Remember that your company tier (Premier) allows you access to certain confidential information that other users cannot access. Please make sure that in the future you do not share any confidential information with other users. Please do not ask me
Re: ITSM 7 Operational Categorizations
** The document was accidentally misclassified during the upgrade. It is publicly available now. Please realize there were hundreds of documents and downloads to classify and sometimes things don't go perfect. There was no intent to hide Rick's document. Kelly Deaver [EMAIL PROTECTED] (Yes, I work for BMC. This post reflects the opinions of the poster and not the official opinion of BMC) Original Message Subject: Re: ITSM 7 Operational CategorizationsFrom: "Easter, David" [EMAIL PROTECTED]Date: Fri, November 07, 2008 11:41 amTo: arslist@ARSLIST.ORGYou could also post publicly available documents created by the community on the public section of BMC DN. That way it would be available to anyone with a login on BMC DN (login access isn't restricted) and not just to BMC partners.The reason this issue came up is because the document was posted in the partner/BMC section of the BMC DN. Had it been posted in the public section, there wouldn't have been any issues around distribution.(Of course, I'm assuming the document was community developed and publicly available as per Rick's statement. Obviously, BMC or partner confidential documents would continue to be posted in the BMC/Partner section of BMC DN and thus require the restricted access.)-David J. EasterSr. Product Manager, Solution Strategy and DevelopmentBMC Software, Inc.The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc.From: Action Request System discussion list(ARSList) on behalf of Thad K EsserSent: Fri 11/7/2008 9:04 AMTo: arslist@ARSLIST.ORGSubject: Re: ITSM 7 Operational Categorizations** Perhaps a wiki. Something like Axton's http://www.arswiki.org/ Thad EsserRemedy Developer"Argue for your limitations, and sure enough, they're yours."-- Richard Bach "Meyer, Jennifer L" [EMAIL PROTECTED] Sent by: "Action Request System discussion list(ARSList)" arslist@ARSLIST.ORG 11/07/2008 06:31 AM Please respond toarslist@ARSLIST.ORGToarslist@ARSLIST.ORG ccSubjectRe: ITSM 7 Operational Categorizations ** You know, isn't it time we started a non-BMC controlled knowledgebase? Maybe something MySQL-based or something similar? I remember someone attempting to do so several years back, but it didn't get off the ground. And Matt Reinfeldt's site was very busy, but difficult to maneuver-and I could never remember my password. Perhaps it's time to look into it again. Jennifer Meyer 919-995-2402 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick CookSent: Thursday, November 06, 2008 9:51 PMTo: arslist@ARSLIST.ORGSubject: Re: ITSM 7 Operational Categorizations ** Well, as the author of the document, I posted it on the BMCDN for convenience purposes only, not as an exclusive place for you all to get to it or to grant BMC exclusive rights over it. If BMC has a problem with people getting this document from some other source, they can come talk to me. If BMC hassles any of you about it, also refer them to me. I'll take care of it.I'm very flattered that so many of you find this information valuable, and I see no reason to withhold helpful information from those who need it. I hereby give my permission for anyone to use this for their own purposes, and to share it with whoever else might find it useful, especially since BMC didn't provide anything like it themselves. If you make a buck on it, maybe you could share it with me, but I'm not expecting that to happen. :)If anyone from BMC has any issue with what I just said, you have my phone number. I would love to talk to you about it.Enjoy!Rick On Thu, Nov 6, 2008 at 1:13 PM, Mario Roehr <MARIO.Roehr@computacenter.com mailto:Mario.Roehr@computacenter.com wrote: Listers,this stuff is confidential and does not have to be shared in other externalforums like this one.Here's the message I got from BMC a few minutes ago:Mario - It has come to my attention that a document posted on BMCDN in aPRIVATE section for BMC Elite and Premier was posted in an external forum.Remember that your company tier (Premier) allows you access to certainconfidential information that other users cannot access.Please make sure that in the future you do not share any confidentialinformation with other users.Please do not ask me further to share this document or to send you a copy.Thanks for understanding.Kind Regards,Mario __Platinum Sponsor: www.rmsportal.comARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.comARSlist: "Where the Answers Are" html___ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileg
Re: ITSM 7 Operational Categorizations
Kudos, Rick! Jennifer Meyer From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, November 06, 2008 9:51 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Well, as the author of the document, I posted it on the BMCDN for convenience purposes only, not as an exclusive place for you all to get to it or to grant BMC exclusive rights over it. If BMC has a problem with people getting this document from some other source, they can come talk to me. If BMC hassles any of you about it, also refer them to me. I'll take care of it. I'm very flattered that so many of you find this information valuable, and I see no reason to withhold helpful information from those who need it. I hereby give my permission for anyone to use this for their own purposes, and to share it with whoever else might find it useful, especially since BMC didn't provide anything like it themselves. If you make a buck on it, maybe you could share it with me, but I'm not expecting that to happen. :) If anyone from BMC has any issue with what I just said, you have my phone number. I would love to talk to you about it. Enjoy! Rick On Thu, Nov 6, 2008 at 1:13 PM, Mario Roehr [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Listers, this stuff is confidential and does not have to be shared in other external forums like this one. Here's the message I got from BMC a few minutes ago: Mario - It has come to my attention that a document posted on BMCDN in a PRIVATE section for BMC Elite and Premier was posted in an external forum. Remember that your company tier (Premier) allows you access to certain confidential information that other users cannot access. Please make sure that in the future you do not share any confidential information with other users. Please do not ask me further to share this document or to send you a copy. Thanks for understanding. Kind Regards, Mario __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
Re: ITSM 7 Operational Categorizations
You know, isn't it time we started a non-BMC controlled knowledgebase? Maybe something MySQL-based or something similar? I remember someone attempting to do so several years back, but it didn't get off the ground. And Matt Reinfeldt's site was very busy, but difficult to maneuver-and I could never remember my password. Perhaps it's time to look into it again. Jennifer Meyer 919-995-2402 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, November 06, 2008 9:51 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Well, as the author of the document, I posted it on the BMCDN for convenience purposes only, not as an exclusive place for you all to get to it or to grant BMC exclusive rights over it. If BMC has a problem with people getting this document from some other source, they can come talk to me. If BMC hassles any of you about it, also refer them to me. I'll take care of it. I'm very flattered that so many of you find this information valuable, and I see no reason to withhold helpful information from those who need it. I hereby give my permission for anyone to use this for their own purposes, and to share it with whoever else might find it useful, especially since BMC didn't provide anything like it themselves. If you make a buck on it, maybe you could share it with me, but I'm not expecting that to happen. :) If anyone from BMC has any issue with what I just said, you have my phone number. I would love to talk to you about it. Enjoy! Rick On Thu, Nov 6, 2008 at 1:13 PM, Mario Roehr [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Listers, this stuff is confidential and does not have to be shared in other external forums like this one. Here's the message I got from BMC a few minutes ago: Mario - It has come to my attention that a document posted on BMCDN in a PRIVATE section for BMC Elite and Premier was posted in an external forum. Remember that your company tier (Premier) allows you access to certain confidential information that other users cannot access. Please make sure that in the future you do not share any confidential information with other users. Please do not ask me further to share this document or to send you a copy. Thanks for understanding. Kind Regards, Mario __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
Re: ITSM 7 Operational Categorizations
Perhaps a wiki. Something like Axton's http://www.arswiki.org/ Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Meyer, Jennifer L [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/07/2008 06:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: ITSM 7 Operational Categorizations ** You know, isn?t it time we started a non-BMC controlled knowledgebase? Maybe something MySQL-based or something similar? I remember someone attempting to do so several years back, but it didn?t get off the ground. And Matt Reinfeldt?s site was very busy, but difficult to maneuver?and I could never remember my password. Perhaps it?s time to look into it again. Jennifer Meyer 919-995-2402 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, November 06, 2008 9:51 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Well, as the author of the document, I posted it on the BMCDN for convenience purposes only, not as an exclusive place for you all to get to it or to grant BMC exclusive rights over it. If BMC has a problem with people getting this document from some other source, they can come talk to me. If BMC hassles any of you about it, also refer them to me. I'll take care of it. I'm very flattered that so many of you find this information valuable, and I see no reason to withhold helpful information from those who need it. I hereby give my permission for anyone to use this for their own purposes, and to share it with whoever else might find it useful, especially since BMC didn't provide anything like it themselves. If you make a buck on it, maybe you could share it with me, but I'm not expecting that to happen. :) If anyone from BMC has any issue with what I just said, you have my phone number. I would love to talk to you about it. Enjoy! Rick On Thu, Nov 6, 2008 at 1:13 PM, Mario Roehr [EMAIL PROTECTED] wrote: Listers, this stuff is confidential and does not have to be shared in other external forums like this one. Here's the message I got from BMC a few minutes ago: Mario ? It has come to my attention that a document posted on BMCDN in a PRIVATE section for BMC Elite and Premier was posted in an external forum. Remember that your company tier (Premier) allows you access to certain confidential information that other users cannot access. Please make sure that in the future you do not share any confidential information with other users. Please do not ask me further to share this document or to send you a copy. Thanks for understanding. Kind Regards, Mario __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
You could also post publicly available documents created by the community on the public section of BMC DN. That way it would be available to anyone with a login on BMC DN (login access isn't restricted) and not just to BMC partners. The reason this issue came up is because the document was posted in the partner/BMC section of the BMC DN. Had it been posted in the public section, there wouldn't have been any issues around distribution. (Of course, I'm assuming the document was community developed and publicly available as per Rick's statement. Obviously, BMC or partner confidential documents would continue to be posted in the BMC/Partner section of BMC DN and thus require the restricted access.) -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) on behalf of Thad K Esser Sent: Fri 11/7/2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Perhaps a wiki. Something like Axton's http://www.arswiki.org/ Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Meyer, Jennifer L [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/07/2008 06:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: ITSM 7 Operational Categorizations ** You know, isn't it time we started a non-BMC controlled knowledgebase? Maybe something MySQL-based or something similar? I remember someone attempting to do so several years back, but it didn't get off the ground. And Matt Reinfeldt's site was very busy, but difficult to maneuver-and I could never remember my password. Perhaps it's time to look into it again. Jennifer Meyer 919-995-2402 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, November 06, 2008 9:51 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Well, as the author of the document, I posted it on the BMCDN for convenience purposes only, not as an exclusive place for you all to get to it or to grant BMC exclusive rights over it. If BMC has a problem with people getting this document from some other source, they can come talk to me. If BMC hassles any of you about it, also refer them to me. I'll take care of it. I'm very flattered that so many of you find this information valuable, and I see no reason to withhold helpful information from those who need it. I hereby give my permission for anyone to use this for their own purposes, and to share it with whoever else might find it useful, especially since BMC didn't provide anything like it themselves. If you make a buck on it, maybe you could share it with me, but I'm not expecting that to happen. :) If anyone from BMC has any issue with what I just said, you have my phone number. I would love to talk to you about it. Enjoy! Rick On Thu, Nov 6, 2008 at 1:13 PM, Mario Roehr [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Listers, this stuff is confidential and does not have to be shared in other external forums like this one. Here's the message I got from BMC a few minutes ago: Mario - It has come to my attention that a document posted on BMCDN in a PRIVATE section for BMC Elite and Premier was posted in an external forum. Remember that your company tier (Premier) allows you access to certain confidential information that other users cannot access. Please make sure that in the future you do not share any confidential information with other users. Please do not ask me further to share this document or to send you a copy. Thanks for understanding. Kind Regards, Mario __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: ITSM 7 Operational Categorizations
I would love a copy of the list myself. Please Thanks in advance. --- On Wed, 11/5/08, Jon Chau [EMAIL PROTECTED] wrote: From: Jon Chau [EMAIL PROTECTED] Subject: Re: ITSM 7 Operational Categorizations To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 7:50 PM ** Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861externalID=3231fromSearchPage=true Rick __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
Re: ITSM 7 Operational Categorizations
Listers, for anyone who is interested, the document can be found here: http://developer.bmc.com/communities/docs/DOC-3231 Cheers, Mario Jon Gee [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: ITSM 7 Operational ORG Categorizations 06.11.2008 14:13 Please respond to [EMAIL PROTECTED] RG ** I would love a copy of the list myself. Please Thanks in advance. --- On Wed, 11/5/08, Jon Chau [EMAIL PROTECTED] wrote: From: Jon Chau [EMAIL PROTECTED] Subject: Re: ITSM 7 Operational Categorizations To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 7:50 PM ** Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861 externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: ITSM 7 Operational Categorizations
Hello listers, Anyone who can share the document with me? Thanks Rick Cook-3 wrote: I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861externalID=3231fromSearchPage=truehttp://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861externalID=3231fromSearchPage=true Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/ITSM-7-Operational-Categorizations-tp17025192p20361619.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
I tried to access the document and I got this error message This area of the BMC Developer Network is visible only to registered, logged in users. If you are logged in when you receive this message, then you might not have sufficient access privileges to view the requested page. Please contact [EMAIL PROTECTED] if you need further assistance. And yes I am registered and I was logged in. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mario Roehr Sent: Thursday, November 06, 2008 8:58 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Listers, for anyone who is interested, the document can be found here: http://developer.bmc.com/communities/docs/DOC-3231 Cheers, Mario Jon Gee [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList) Subject [EMAIL PROTECTED] Re: ITSM 7 Operational ORG Categorizations 06.11.2008 14:13 Please respond to [EMAIL PROTECTED] RG ** I would love a copy of the list myself. Please Thanks in advance. --- On Wed, 11/5/08, Jon Chau [EMAIL PROTECTED] wrote: From: Jon Chau [EMAIL PROTECTED] Subject: Re: ITSM 7 Operational Categorizations To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 7:50 PM ** Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861 externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
Yes, the same thing happened to me as well. I sent an email to the address noted for problems with the site and received the following from them: If you are trying to reach the registration page for the Solution Partner Portal on the BMC Developer Network, the correct URL is http://developer.bmc.com/communities/create-account.jspa https://owa.vzbi.com/exchweb/bin/redir.asp?URL=http://developer.bmc.com/communities/create-account.jspa We apologize for the inconvenience and hope that you find great benefit from our system. This, of course, doesn't help me since I am already registered and can't seem to create another account using the same email address. Go figure. If anyone else can figure out how to get them to either respond to the real question (why can't I get in when I am already set up with an account) or to reset something, please let me know. thanks, Candace DeCou From: Action Request System discussion list(ARSList) on behalf of Begosh, Kevin Sent: Thu 11/06/2008 6:14 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations I tried to access the document and I got this error message This area of the BMC Developer Network is visible only to registered, logged in users. If you are logged in when you receive this message, then you might not have sufficient access privileges to view the requested page. Please contact [EMAIL PROTECTED] if you need further assistance. And yes I am registered and I was logged in. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mario Roehr Sent: Thursday, November 06, 2008 8:58 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Listers, for anyone who is interested, the document can be found here: http://developer.bmc.com/communities/docs/DOC-3231 Cheers, Mario Jon Gee [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList) Subject [EMAIL PROTECTED] Re: ITSM 7 Operational ORG Categorizations 06.11.2008 14:13 Please respond to [EMAIL PROTECTED] RG ** I would love a copy of the list myself. Please Thanks in advance. --- On Wed, 11/5/08, Jon Chau [EMAIL PROTECTED] wrote: From: Jon Chau [EMAIL PROTECTED] Subject: Re: ITSM 7 Operational Categorizations To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 7:50 PM ** Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861 externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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 ___ 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
Re: ITSM 7 Operational Categorizations
Can someone send me this doc? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mario Roehr Sent: Thursday, November 06, 2008 5:58 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Listers, for anyone who is interested, the document can be found here: http://developer.bmc.com/communities/docs/DOC-3231 Cheers, Mario Jon Gee [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList) Subject [EMAIL PROTECTED] Re: ITSM 7 Operational ORG Categorizations 06.11.2008 14:13 Please respond to [EMAIL PROTECTED] RG ** I would love a copy of the list myself. Please Thanks in advance. --- On Wed, 11/5/08, Jon Chau [EMAIL PROTECTED] wrote: From: Jon Chau [EMAIL PROTECTED] Subject: Re: ITSM 7 Operational Categorizations To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 7:50 PM ** Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861 externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
sent her a copy off list. Cheers, Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
I would like a copy also. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, November 06, 2008 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Can someone send me this doc? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mario Roehr Sent: Thursday, November 06, 2008 5:58 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Listers, for anyone who is interested, the document can be found here: http://developer.bmc.com/communities/docs/DOC-3231 Cheers, Mario Jon Gee [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList) Subject [EMAIL PROTECTED] Re: ITSM 7 Operational ORG Categorizations 06.11.2008 14:13 Please respond to [EMAIL PROTECTED] RG ** I would love a copy of the list myself. Please Thanks in advance. --- On Wed, 11/5/08, Jon Chau [EMAIL PROTECTED] wrote: From: Jon Chau [EMAIL PROTECTED] Subject: Re: ITSM 7 Operational Categorizations To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 7:50 PM ** Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861 externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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 ___ 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
Re: ITSM 7 Operational Categorizations
Due to the all the requests for this doc, I have uploaded it and it should be available here: http://www.mediafire.com/?sharekey=0fd89e0201d9df71d2db6fb9a8902bda Jon On Thu, Nov 6, 2008 at 8:29 AM, Pam Hollis [EMAIL PROTECTED]wrote: I would like a copy also. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, November 06, 2008 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Can someone send me this doc? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mario Roehr Sent: Thursday, November 06, 2008 5:58 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Listers, for anyone who is interested, the document can be found here: http://developer.bmc.com/communities/docs/DOC-3231 Cheers, Mario Jon Gee [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList) Subject [EMAIL PROTECTED] Re: ITSM 7 Operational ORG Categorizations 06.11.2008 14:13 Please respond to [EMAIL PROTECTED] RG ** I would love a copy of the list myself. Please Thanks in advance. --- On Wed, 11/5/08, Jon Chau [EMAIL PROTECTED] wrote: From: Jon Chau [EMAIL PROTECTED] Subject: Re: ITSM 7 Operational Categorizations To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 7:50 PM ** Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861http://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861 externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __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 ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
I would like to have a copy as well please.? I tried accessing the site and could not retrieve the document.? Thank You! -Original Message- From: Mario Roehr [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 6 Nov 2008 10:27 am Subject: Re: ITSM 7 Operational Categorizations sent her a copy off list. Cheers, Mario ___ 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
Re: ITSM 7 Operational Categorizations
Thanks but I can't access this from mediafire either.? Had hoped to get this information emailed to me so that all the security junk would not be a factor here on my job. Thanks anyways. ~ Sherry -Original Message- From: Jon Chau [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 6 Nov 2008 10:43 am Subject: Re: ITSM 7 Operational Categorizations ** Due to the all the requests for this doc, I have uploaded it and it should be available here: http://www.mediafire.com/?sharekey=0fd89e0201d9df71d2db6fb9a8902bda Jon On Thu, Nov 6, 2008 at 8:29 AM, Pam Hollis [EMAIL PROTECTED] wrote: I would like a copy also. -Original Message- From: Action Request System discussion list(ARSList) __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
Re: ITSM 7 Operational Categorizations
sent Pam a copy off list. Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
sent Sherry a copy off list. Mario Sherry Smith [EMAIL PROTECTED] OMTo Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: ITSM 7 Operational ORG Categorizations 06.11.2008 17:51 Please respond to [EMAIL PROTECTED] RG ** Thanks but I can't access this from mediafire either. Had hoped to get this information emailed to me so that all the security junk would not be a factor here on my job. Thanks anyways. ~ Sherry -Original Message- From: Jon Chau [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 6 Nov 2008 10:43 am Subject: Re: ITSM 7 Operational Categorizations ** Due to the all the requests for this doc, I have uploaded it and it should be available here: http://www.mediafire.com/?sharekey=0fd89e0201d9df71d2db6fb9a8902bda Jon On Thu, Nov 6, 2008 at 8:29 AM, Pam Hollis [EMAIL PROTECTED] wrote: I would like a copy also. -Original Message- From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Instant access to the latest most popular FREE games while you browse with the Games Toolbar - Download Now! __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
Re: ITSM 7 Operational Categorizations
Listers, this stuff is confidential and does not have to be shared in other external forums like this one. Here's the message I got from BMC a few minutes ago: Mario – It has come to my attention that a document posted on BMCDN in a PRIVATE section for BMC Elite and Premier was posted in an external forum. Remember that your company tier (Premier) allows you access to certain confidential information that other users cannot access. Please make sure that in the future you do not share any confidential information with other users. Please do not ask me further to share this document or to send you a copy. Thanks for understanding. Kind Regards, Mario
Re: ITSM 7 Operational Categorizations
Well, as the author of the document, I posted it on the BMCDN for convenience purposes only, not as an exclusive place for you all to get to it or to grant BMC exclusive rights over it. If BMC has a problem with people getting this document from some other source, they can come talk to me. If BMC hassles any of you about it, also refer them to me. I'll take care of it. I'm very flattered that so many of you find this information valuable, and I see no reason to withhold helpful information from those who need it. I hereby give my permission for anyone to use this for their own purposes, and to share it with whoever else might find it useful, especially since BMC didn't provide anything like it themselves. If you make a buck on it, maybe you could share it with me, but I'm not expecting that to happen. :) If anyone from BMC has any issue with what I just said, you have my phone number. I would love to talk to you about it. Enjoy! Rick On Thu, Nov 6, 2008 at 1:13 PM, Mario Roehr [EMAIL PROTECTED]wrote: Listers, this stuff is confidential and does not have to be shared in other external forums like this one. Here's the message I got from BMC a few minutes ago: Mario – It has come to my attention that a document posted on BMCDN in a PRIVATE section for BMC Elite and Premier was posted in an external forum. Remember that your company tier (Premier) allows you access to certain confidential information that other users cannot access. Please make sure that in the future you do not share any confidential information with other users. Please do not ask me further to share this document or to send you a copy. Thanks for understanding. Kind Regards, Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861externalID=3231fromSearchPage=truehttp://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861externalID=3231fromSearchPage=true Rick __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
Re: ITSM 7 Operational Categorizations
Listers, I sent him a copy off list. Regards, Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations - Resolved
Mario Roehr sent me a copy. Thanks! On Wed, Nov 5, 2008 at 4:50 PM, Jon Chau [EMAIL PROTECTED] wrote: Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861externalID=3231fromSearchPage=truehttp://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861externalID=3231fromSearchPage=true Rick __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
Re: ITSM 7 Operational Categorizations
Rick, This is a great piece of literature. I wish I had this doc when I went through our implementation! Great work. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, May 02, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Operational Categorizations ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861exte rnalID=3231fromSearchPage=true http://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861e xternalID=3231fromSearchPage=true Rick __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
Re: ITSM 7 Operational Categorizations
Thank you very much Rick!!! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, May 02, 2008 11:21 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 Operational Categorizations ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861exter nalID=3231fromSearchPage=true http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861external ID=3231fromSearchPage=true Rick __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
Re: ITSM 7 Operational Categorizations
I thank you as well. Have a good weekend, hbr On Fri, May 2, 2008 at 4:10 PM, Brian Gillock [EMAIL PROTECTED] wrote: ** Thank you very much Rick!!! *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Rick Cook *Sent:* Friday, May 02, 2008 11:21 AM *To:* arslist@ARSLIST.ORG *Subject:* ITSM 7 Operational Categorizations ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861externalID=3231fromSearchPage=truehttp://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] Resume = http://www.richter-home.net/resume/ LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
The one problem I have had trouble thinking of a way to categorize is a performance issue that deals with performance slowness for a server, desktop, laptop, etc. What is the right Tier 1 for this? I cant seem to come up with a good verb for this to classify this in an Operational Categorization. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, May 02, 2007 10:45 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations Yeah, I know the tier 3 is optional, and we're going to stay very generic in that (i.e. PC, Application, Server), so that we don't step on the specific product data in the Product Cats. So Tier 3 (Application) will be the leadin to the details (Office/Excel) in the product cats. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver Sent: Wednesday, May 02, 2007 5:36 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations I quite like the user request breakdown... with the exception that the on/for my (Tier 3) should be your defined in the Product Categorisation. If you include what the request is about in the Op.Cat then you're breaking your own rules. The other thing of course is that you don't need to go Tier 3 just because it's there (as Chris mentions in his rules)- we're finding customers who are happy to leave it just at Tier 1, as there isn't any need to go any deeper. Regards, Gareth From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Wed 02/05/07 09:33 To: ARSList Subject: Re: ITSM 7 Operational Categorizations ** Hey, Roger, I think I came up with something that works - naturally, after I posted my request (Side note: The ARSList is so powerful, just posting to it makes me smarter, even before responses come in). Tell me what you think of this. Basically, it involves breaking down a request from a user like this: (User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3). Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop. Tier 1 - Fix;Tier 2 - Connectivity; Tier 3 - Email. That seem to make sense? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com http://www.aol.com/?ncid=AOLAOF0002000437 . __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
I would use: Tier 1: Fix Tier 2: Performance Tier 3: (Server, PC, etc.) Then let your Product cats reference the specifics of that Tier 3 object. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Thursday, May 03, 2007 6:23 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Tier 1 Slow System Tier 2 select laptop, Desktop or Server -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 3 May 2007 9:12 AM Subject: Re: ITSM 7 Operational Categorizations The one problem I have had trouble thinking of a way to categorize is a performance issue that deals with performance slowness for a server, desktop, laptop, etc. What is the right Tier 1 for this? I cant seem to come up with a good verb for this to classify this in an Operational Categorization. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) __20060125___This posting was submitted with HTML in it_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
That's similar to the way we are doing it. This provides the largest list to be tier 3. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 7:33 PM Subject: Re: ITSM 7 Operational Categorizations ** Hey, Roger, I think I came up with something that works - naturally, after I posted my request (Side note: The ARSList is so powerful, just posting to it makes me smarter, even before responses come in). Tell me what you think of this. Basically, it involves breaking down a request from a user like this: (User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3). Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop. Tier 1 - Fix;Tier 2 - Connectivity; Tier 3 - Email. That seem to make sense? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
Thanks, Chris, those are good rules. One of the challenges we all face (or soon will) is that the compromises we've been forced to accept in naming mechanisms for ITSM 6 and earlier are no longer in place for ITSM 7, which has 3 Operation Categorizational tiers, and potentially up to 6 Product ones if you count the product name, version, and Mfgr. Separating out specific product data from the Operational Categorizations and having them still make sense is the challenge. I think the solution I came up with (and posted here) yesterday (inserting the Tiers into a question) will work fine, at least with this customer. If it works for taking the tickets and for reporting on them, I'm happy. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chris Woyton Sent: Tuesday, May 01, 2007 8:00 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Rick, Here's some documentation I wrote up for a customer workshop that might help you. Keep in mind, one size does *not* fit all. In fact, there's a suprising difference in operational tasks between support organizations even in the same industry. There will be some overlap, certainly, but using someone else's Categorizations would not be a very good starting point, IMHO. With that in mind, here be da rulez Categorization Guidelines 1. Use Real Data. It's a common mistake to try and tackle Categorization in one large chunk or to try and hypothetically define Categories. Rather than try and answer the question What do I do? or What Categories do I nee? take an example of what you do and ask How can I Categorize this? Refer to your current tickets or tracking tool or pick specific instances to examine. Once you've established a source for your Use Cases, form the description of the Use Case into a single sentence (or use the Summary or Description from your ticket data). For example: User needs after hours badge access to Building 12. From that sentence, pick the direct object - badge access in this case - and use that to start your hierarchy. From badge access, put the Use Case into a larger context first - some examples: Building Access , Facilities, Security, Kronos. Then break the Use Case down into more granular terms. For example: After Hours Access, Building 12, Add, Modify, etc. This should generate a column of values. Once you've got the first pass on your list, reduce the list to only include pertinent items. Use the rest of the rules below to help strike items from your list until you've adequately described the nature of the Case. Repeat this step a few times with different Use Cases and patterns unfailingly emerge. 2. Avoid Redundancy If the data exists on other parts of the Form, don't include in your Categorization. Since it's not uncommon for Categorization levels to be somewhat scarce, redundant data will invariably take up space better utilized in describing what you are categorizing. Additionally, other data elements tend to change or get renamed. By keeping your Categories purely descriptive, you'll save data administration later as you'll not need to update Categorization for existing records. 3. Stop at the End This seems intuitive, but it's a common mistake to force values into lower levels of a hierarchy where none are needed. If you've determined values that fully describe what you need and you're fully aware of how that data is used, but the hierarchy stops at Tier 2 (or even Tier 1!) then.stop. The system will require all 3 levels be populated, but the values need not be significant at all Tiers. 4. Expect Data to Change There's an old saying - The Best is the enemy of the Good. This means that trying to get something perfect before you use it means you will, in all likelihood, never use it. This is also known as Paralysis by Analysis or Creeping Elegance. When determining your Categorization, keep in mind that what you did 6 months or a year ago was probably somewhat different than what you do today. Business changes, requirements change, and therefore, so will your data. Your starting Categorizations need not be comprehensive and perfect before they add value. 5. Include an Other Value. Just as you can expect data to change, you can also expect your business to change ahead of your data. It is far better to have data not categorized than categorized wrong. By including an Other or similar value, you give your users the ability to correctly enter data about new things in a way that's easy to identify. Conversely, miscategorized records will be impossible to find. Periodic reviews can assist you in updating your Categorizations, as well as identify training opportunities: (read: lazy users). 6. Use a Single Path Each thing that you categorize should be represented in only one way in your Categorizations. This will help ensure your data stays consistent. Conversely, each path
Re: ITSM 7 Operational Categorizations
I quite like the user request breakdown... with the exception that the on/for my (Tier 3) should be your defined in the Product Categorisation. If you include what the request is about in the Op.Cat then you're breaking your own rules. The other thing of course is that you don't need to go Tier 3 just because it's there (as Chris mentions in his rules)- we're finding customers who are happy to leave it just at Tier 1, as there isn't any need to go any deeper. Regards, Gareth From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Wed 02/05/07 09:33 To: ARSList Subject: Re: ITSM 7 Operational Categorizations ** Hey, Roger, I think I came up with something that works - naturally, after I posted my request (Side note: The ARSList is so powerful, just posting to it makes me smarter, even before responses come in). Tell me what you think of this. Basically, it involves breaking down a request from a user like this: (User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3). Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop. Tier 1 - Fix;Tier 2 - Connectivity; Tier 3 - Email. That seem to make sense? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com http://www.aol.com/?ncid=AOLAOF0002000437 . __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
Yeah, I know the tier 3 is optional, and we're going to stay very generic in that (i.e. PC, Application, Server), so that we don't step on the specific product data in the Product Cats. So Tier 3 (Application) will be the leadin to the details (Office/Excel) in the product cats. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gareth Oliver Sent: Wednesday, May 02, 2007 5:36 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations I quite like the user request breakdown... with the exception that the on/for my (Tier 3) should be your defined in the Product Categorisation. If you include what the request is about in the Op.Cat then you're breaking your own rules. The other thing of course is that you don't need to go Tier 3 just because it's there (as Chris mentions in his rules)- we're finding customers who are happy to leave it just at Tier 1, as there isn't any need to go any deeper. Regards, Gareth From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Wed 02/05/07 09:33 To: ARSList Subject: Re: ITSM 7 Operational Categorizations ** Hey, Roger, I think I came up with something that works - naturally, after I posted my request (Side note: The ARSList is so powerful, just posting to it makes me smarter, even before responses come in). Tell me what you think of this. Basically, it involves breaking down a request from a user like this: (User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3). Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop. Tier 1 - Fix;Tier 2 - Connectivity; Tier 3 - Email. That seem to make sense? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com http://www.aol.com/?ncid=AOLAOF0002000437 . __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7 Operational Categorizations
I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
Hey, Roger, I think I came up with something that works - naturally, after I posted my request (Side note: The ARSList is so powerful, just posting to it makes me smarter, even before responses come in). Tell me what you think of this. Basically, it involves breaking down a request from a user like this: (User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3). Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop. Tier 1 - Fix;Tier 2 - Connectivity; Tier 3 - Email. That seem to make sense? Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ _ AOL now offers free email to everyone. Find out more about what's free from AOL at http://www.aol.com?ncid=AOLAOF0002000437 AOL.com. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 Operational Categorizations
a sanity check to make sure your Categorizations fulfill your needs. Hope this helps, Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ -- AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
