Re: Operational Categorizations

[Runar Helle]

Hi,

 

We are just about to go live on ITSM7. We think of Operational as "what
we do" and arrange them as follows:

1) Fixing errors 2) Applications 3) Local Client

1) Fixing errors 2) Applications 3) Server

1) Fixing errors 2) Applications 3) Metaframe

 

1) Fixing errors 2) Workstation 3) Portable

1) Fixing errors 2) Workstation 3) Desktop

1) Fixing errors 2) Workstation 3) Thin Client

 

1) User administration 2) User 3) Add

1) User administration 2) User 3) Modify

1) User administration 2) User 3) Delete

 

1) User administration 2) Access 3) Application

1) User administration 2) Access 3) Password

1) User administration 2) Access 3) File share

 

Office products and ERP systems are set in the Product categorization.
We have also used the alias function quite frequently so that you can
type inn "Travel Invoice" and still get the program "Current Time". We
are also using Alias as smart codes (similar to a grocery PLU-system) so
save the Servicedesk from typing too much.

 

CI is related either via the Customer tab, or the Relationship tab.

 

Regars,

Runar 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: 22. august 2007 18:49
To: arslist@ARSLIST.ORG
Subject: Re: Operational Categorizations

 

** 

I did misquote myself on the Cats - Tier 2 would be "Software" and Tier
3 would be "Laptop".  The CI would be the specific laptop, and the
product cat would show the software.  Keeping the Tiers generic keeps
them short and flexible and easy to maintain, too. 

 

Rick
 

On 8/22/07, Pierson, Shawn <[EMAIL PROTECTED]> wrote: 

** 

The problem is that in what appears to be the new "recommended" way,
Install would be Operational Categorization Tier 1, Microsoft Project
would be the Product Name, and your laptop would be a CI that is related
to the ticket. 

 

I agree with you though, I prefer the old way better.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:

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Re: Operational Categorizations

[Rick Cook]

I did misquote myself on the Cats - Tier 2 would be "Software" and Tier 3
would be "Laptop".  The CI would be the specific laptop, and the product cat
would show the software.  Keeping the Tiers generic keeps them short and
flexible and easy to maintain, too.

Rick

On 8/22/07, Pierson, Shawn <[EMAIL PROTECTED]> wrote:
>
> ** The problem is that in what appears to be the new "recommended" way,
> Install would be Operational Categorization Tier 1, Microsoft Project would
> be the Product Name, and your laptop would be a CI that is related to the
> ticket.
>
> I agree with you though, I prefer the old way better.
>
>  -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, August 22, 2007 10:21 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Operational Categorizations
>
> ** I like the old way better, with a twist, to accommodate the Product
> cats.  Think of it in terms of a sentence, from the user's perspective:
>
> I need to have a  of  done to my .
> i.e. I need to have an *Install* of *Microsoft Project* done to my *Laptop
> *.  Then the Product cats can list the details of the hardware/software
> being installed/fixed, etc.
>
> *Rick*
> --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
> *Sent:* Wednesday, August 22, 2007 8:08 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Operational Categorizations
>
>
> **
>
> Good morning,
>
> We've had a meeting and the management wants to consider reversing the
> Operational Categorizations.  It doesn't really make sense to me, but I
> thought I'd post it here and see if anyone else has done it, and if so, what
> ramifications you've run into.
>
> In the normal way that BMC suggests, you do something like:
> Tier 1  Tier 2  Tier 3
> Patch   Server
> Patch   Client
> Install Server  Software
> Install Server  Hardware
> Install Client  Software
> Install Client  Hardware
>
> However, the way they are proposing would be more like:
> Tier 1  Tier 2  Tier 3
> Server  Patch
> Server  Install Software
> Server  Install Hardware
> Client  Patch
> Client  Install Software
> Client  Install Hardware
>
> To me I can see how it would add extra steps, plus reduce the usefulness
> if you need something that doesn't have a Tier 1 in the new format, such as
> if you have a Blackberry patch and there is no "Patch" on Tier 1, how do you
> select it?  I'm curious if there are any other gotchas out there.
>
> Thanks,
>
> Shawn Pierson
> 5444 Westheimer Rd
> Houston, TX 77056
> (713)989-7226
>
>

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Re: Operational Categorizations

[Pierson, Shawn]

The problem is that in what appears to be the new "recommended" way,
Install would be Operational Categorization Tier 1, Microsoft Project
would be the Product Name, and your laptop would be a CI that is related
to the ticket.

I agree with you though, I prefer the old way better.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, August 22, 2007 10:21 AM
To: arslist@ARSLIST.ORG
    Subject: Re: Operational Categorizations


**
I like the old way better, with a twist, to accommodate the
Product cats.  Think of it in terms of a sentence, from the user's
perspective:

I need to have a  of  done to my .
i.e. I need to have an Install of Microsoft Project done to my
Laptop.  Then the Product cats can list the details of the
hardware/software being installed/fixed, etc.

Rick


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 22, 2007 8:08 AM
To: arslist@ARSLIST.ORG
Subject: Operational Categorizations


**

Good morning,

We've had a meeting and the management wants to consider
reversing the Operational Categorizations.  It doesn't really make sense
to me, but I thought I'd post it here and see if anyone else has done
it, and if so, what ramifications you've run into.

In the normal way that BMC suggests, you do something like:
Tier 1  Tier 2  Tier 3
Patch   Server
Patch   Client
Install Server  Software
Install Server  Hardware
Install Client  Software
Install Client  Hardware

However, the way they are proposing would be more like:
Tier 1  Tier 2  Tier 3
Server  Patch
Server  Install Software
Server  Install Hardware
Client  Patch
Client  Install Software
Client  Install Hardware

To me I can see how it would add extra steps, plus reduce the
usefulness if you need something that doesn't have a Tier 1 in the new
format, such as if you have a Blackberry patch and there is no "Patch"
on Tier 1, how do you select it?  I'm curious if there are any other
gotchas out there.

Thanks,

Shawn Pierson
5444 Westheimer Rd
Houston, TX 77056
(713)989-7226

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Re: Operational Categorizations

[Rick Cook]

I like the old way better, with a twist, to accommodate the Product cats.
Think of it in terms of a sentence, from the user's perspective:
 
I need to have a  of  done to my .
i.e. I need to have an Install of Microsoft Project done to my Laptop.  Then
the Product cats can list the details of the hardware/software being
installed/fixed, etc.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Wednesday, August 22, 2007 8:08 AM
To: arslist@ARSLIST.ORG
Subject: Operational Categorizations


** 

Good morning, 

We've had a meeting and the management wants to consider reversing the
Operational Categorizations.  It doesn't really make sense to me, but I
thought I'd post it here and see if anyone else has done it, and if so, what
ramifications you've run into.

In the normal way that BMC suggests, you do something like: 
Tier 1  Tier 2  Tier 3 
Patch   Server  
Patch   Client  
Install Server  Software 
Install Server  Hardware 
Install Client  Software 
Install Client  Hardware 

However, the way they are proposing would be more like: 
Tier 1  Tier 2  Tier 3 
Server  Patch 
Server  Install Software 
Server  Install Hardware 
Client  Patch 
Client  Install Software 
Client  Install Hardware 

To me I can see how it would add extra steps, plus reduce the usefulness if
you need something that doesn't have a Tier 1 in the new format, such as if
you have a Blackberry patch and there is no "Patch" on Tier 1, how do you
select it?  I'm curious if there are any other gotchas out there.

Thanks, 

Shawn Pierson 
5444 Westheimer Rd 
Houston, TX 77056 
(713)989-7226 

Private and confidential as detailed here
 . If you cannot access
hyperlink, please e-mail sender. __20060125___This
posting was submitted with HTML in it___

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