Operational Categorization St 5s32p
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Operational Categorization for BMC Remedy | The Remedy for IT
Página 1 de 3
0
BMC Remedy 7.6.04 Service Pack 4 September 13, 2012
ARInside September 9, 2012
Is Independent Remedy Development Dead? September 6, 2012
The Service Action
In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be
September 3, 2012
interpreted. The operational category is maybe the most important of all. In this post I will review the most important facts that an operational categorization must accomplish and I will New Section: Interesting Web Sites
provide a model that fulfills these conditions.
August 31, 2012
What is the main objective of the Operational Categorization? If we follow the guide I published, the answer is: to describe the type of operation asked by the client. So the main idea is to provide a hierarchical list of the
New section: Free tool reviews
different possible demands of the client. But, it must be organized, using a defined and documented strategy.
August 31, 2012
This list of possibilities must accomplish: BMC leads but it is not a leader
The information provided by the operational categorization must avoid entering into the scope of other
August 30, 2012
categorizations, mainly focusing in not invading the product categorization. The three layers must have a defined meaning. That is, the first tier meaning must be defined and differentiated from the rest of tiers, and so for the other two tiers. And the meaning of tiers two and three
ITSM suite 8.0.00 will release on September
must not vary depending on the value of tier one.
August 29, 2012
We must maximize the interchangeability of the tier values. That its, try to not to define a closed hierarchy, but a set of possibilities for each tier that can be related without limitations (any element of tier
Nominated as MVP
1, with any element of tiers 2 and 3)
August 28, 2012
One of the best practices is to define one layer as a verb (typically the tier one), and the rest as nouns. The operation scope must include service restorations, service requests, events, infrastructure failure or
Manipulating the SLA
any other thing covered by the Incident Management application.
August 25, 2012
For each element, the different types of incidents must be reviewed to see which ones apply.
My proposal is to interpret the three tiers as follows: Jose Huerta on Automatic Action (verb): Describes the type of action requested. Some examples can include Repair, Install,
assignment for BMC Remedy
Update, Query, …
ITSM
Scope (noun): Describes the aspect of the related product for which the action is requested. It not
Anubhav Anand on Automatic
verses about the kind of product, but the aspect of this product that is affected by the requested
assignment for BMC Remedy
operation. Some examples can be: Access, Hardware, Software, Service, … For instance is the is
ITSM
asking an upgrade of some software at one computer, the CI (and product categorization) could be the computer, but the action is about updating the software. Object (noun): A subdivision of the previous. It can be as abstract as possible to allow to be shared
Dale Hurtt on New Section: Interesting Web Sites
between different scopes. For instance, one object can be Configuration, that can be applied to all
Venkat Maddala on Remedies
scopes (a s ask to update the configuration of the Access rules of a system; or a reports a
for Remedy
incident that needs reparation of the software configuration.
The Service Action | The Remedy for IT on Taking the most from the PUSH action in
Normally the operational categorization must be able to conform a sentence like the next:
Remedy
What I want is to <Tier 1>, in the scope of <Tier 2>, the <Tier 3> of the/my
. For instance, What I want is to Update, in the scope of Access, the Configuration of the Remedy Change Management.
http://theremedyforit.com/2011/12/operational-categorization-strategy-for-bmc-remed... 17/10/2012
Operational Categorization for BMC Remedy | The Remedy for IT
Página 2 de 3
What I want is to Repair, in the scope of Software, the Functionality of the Sales Management System.
Must be reviewed and adapted to your case!!
ARSARS
Tier 1: Action
ConfigBMCBookCase
Repair
Delete
Install
Query
insensitiveCase
Update
Check
sensitive
Categorization
Certification Change
Tier 2: Scope Access
Software
Hardware
Service, when the cannot report the scope and only knows that a service is down for him.
ManagementDevelopment
Escalation Filter Free ToolFunctionsFunny
Incident
Tier 3: Object
ManagementIndicatorITIL
Application
Functionality
Authentication
Log
Availability
Cancellation
Patch
ConfigJokeKPILicense Mid
Component
Performance
-tier
Connectivity
Peripheral
GroupsProblem
Credentials
System
ManagementProcess
Data
Version (or release)
engeenieringProduct
ITSM Oracle OTRS Permission
CategorizationRADRapid Not all combinations are valid. You must check which combinations are valid for you and which type of incident is related to each elected combination.
Application DevelopmentSchedulingService
Service SLASortStatus Implementing an operational categorization is not as easy as it seems at first sight. Also the importance of it
GroupTable FieldThree
is higher of what at the start up could like. I can provide you a set of recommendations that can help you at
layers Groups
the implementation stage:
ManagementWWRUG
Start by defining the structure of the three tiers. That is, to define what will be the meaning of tier one, two and three. Document it and make it clear providing some examples. Conform a board of “stakeholders” that must include representatives of all the groups. The objective of this board will be the definition of the operational categorization list. Provide a draft of the list to the board, to be reviewed by all, focusing in what situation is missing and which information is confuse or redundant. Also take care if enough differentiation is present to allow the automatic assignation or flow rules to execute. Config the agreed list. Set a method (typically a SRD or incident template) to communicate RFC about the operational categorizations. Conform a CAB and maintain it updated and healthy using the change management process.
The resolution categorization can be understood as the action finally performed by the team. So, it should follow the same strategy as the product categorization, but taking care of the possible differences between them. One must answer the questions: What the will never request, that my team sometimes do? and What can the request that my team never do?. For instance, your team will never repair the Internet, but a can ask you to do it. POSTED ON DECEMBER 21, 2011 BY JOSE HUERTAIN BEST PRACTICES, FEATURED
Name *
Email *
Website
http://theremedyforit.com/2011/12/operational-categorization-strategy-for-bmc-remed... 17/10/2012
Operational Categorization for BMC Remedy | The Remedy for IT
Página 3 de 3
http://theremedyforit.com/2011/12/operational-categorization-strategy-for-bmc-remed... 17/10/2012
Página 1 de 3
0
BMC Remedy 7.6.04 Service Pack 4 September 13, 2012
ARInside September 9, 2012
Is Independent Remedy Development Dead? September 6, 2012
The Service Action
In a recent post I covered how the different categorizations for BMC Remedy Service Desk should be
September 3, 2012
interpreted. The operational category is maybe the most important of all. In this post I will review the most important facts that an operational categorization must accomplish and I will New Section: Interesting Web Sites
provide a model that fulfills these conditions.
August 31, 2012
What is the main objective of the Operational Categorization? If we follow the guide I published, the answer is: to describe the type of operation asked by the client. So the main idea is to provide a hierarchical list of the
New section: Free tool reviews
different possible demands of the client. But, it must be organized, using a defined and documented strategy.
August 31, 2012
This list of possibilities must accomplish: BMC leads but it is not a leader
The information provided by the operational categorization must avoid entering into the scope of other
August 30, 2012
categorizations, mainly focusing in not invading the product categorization. The three layers must have a defined meaning. That is, the first tier meaning must be defined and differentiated from the rest of tiers, and so for the other two tiers. And the meaning of tiers two and three
ITSM suite 8.0.00 will release on September
must not vary depending on the value of tier one.
August 29, 2012
We must maximize the interchangeability of the tier values. That its, try to not to define a closed hierarchy, but a set of possibilities for each tier that can be related without limitations (any element of tier
Nominated as MVP
1, with any element of tiers 2 and 3)
August 28, 2012
One of the best practices is to define one layer as a verb (typically the tier one), and the rest as nouns. The operation scope must include service restorations, service requests, events, infrastructure failure or
Manipulating the SLA
any other thing covered by the Incident Management application.
August 25, 2012
For each element, the different types of incidents must be reviewed to see which ones apply.
My proposal is to interpret the three tiers as follows: Jose Huerta on Automatic Action (verb): Describes the type of action requested. Some examples can include Repair, Install,
assignment for BMC Remedy
Update, Query, …
ITSM
Scope (noun): Describes the aspect of the related product for which the action is requested. It not
Anubhav Anand on Automatic
verses about the kind of product, but the aspect of this product that is affected by the requested
assignment for BMC Remedy
operation. Some examples can be: Access, Hardware, Software, Service, … For instance is the is
ITSM
asking an upgrade of some software at one computer, the CI (and product categorization) could be the computer, but the action is about updating the software. Object (noun): A subdivision of the previous. It can be as abstract as possible to allow to be shared
Dale Hurtt on New Section: Interesting Web Sites
between different scopes. For instance, one object can be Configuration, that can be applied to all
Venkat Maddala on Remedies
scopes (a s ask to update the configuration of the Access rules of a system; or a reports a
for Remedy
incident that needs reparation of the software configuration.
The Service Action | The Remedy for IT on Taking the most from the PUSH action in
Normally the operational categorization must be able to conform a sentence like the next:
Remedy
What I want is to <Tier 1>, in the scope of <Tier 2>, the <Tier 3> of the/my
http://theremedyforit.com/2011/12/operational-categorization-strategy-for-bmc-remed... 17/10/2012
Operational Categorization for BMC Remedy | The Remedy for IT
Página 2 de 3
What I want is to Repair, in the scope of Software, the Functionality of the Sales Management System.
Must be reviewed and adapted to your case!!
ARSARS
Tier 1: Action
ConfigBMCBookCase
Repair
Delete
Install
Query
insensitiveCase
Update
Check
sensitive
Categorization
Certification Change
Tier 2: Scope Access
Software
Hardware
Service, when the cannot report the scope and only knows that a service is down for him.
ManagementDevelopment
Escalation Filter Free ToolFunctionsFunny
Incident
Tier 3: Object
ManagementIndicatorITIL
Application
Functionality
Authentication
Log
Availability
Cancellation
Patch
ConfigJokeKPILicense Mid
Component
Performance
-tier
Connectivity
Peripheral
GroupsProblem
Credentials
System
ManagementProcess
Data
Version (or release)
engeenieringProduct
ITSM Oracle OTRS Permission
CategorizationRADRapid Not all combinations are valid. You must check which combinations are valid for you and which type of incident is related to each elected combination.
Application DevelopmentSchedulingService
Service SLASortStatus Implementing an operational categorization is not as easy as it seems at first sight. Also the importance of it
GroupTable FieldThree
is higher of what at the start up could like. I can provide you a set of recommendations that can help you at
layers Groups
the implementation stage:
ManagementWWRUG
Start by defining the structure of the three tiers. That is, to define what will be the meaning of tier one, two and three. Document it and make it clear providing some examples. Conform a board of “stakeholders” that must include representatives of all the groups. The objective of this board will be the definition of the operational categorization list. Provide a draft of the list to the board, to be reviewed by all, focusing in what situation is missing and which information is confuse or redundant. Also take care if enough differentiation is present to allow the automatic assignation or flow rules to execute. Config the agreed list. Set a method (typically a SRD or incident template) to communicate RFC about the operational categorizations. Conform a CAB and maintain it updated and healthy using the change management process.
The resolution categorization can be understood as the action finally performed by the team. So, it should follow the same strategy as the product categorization, but taking care of the possible differences between them. One must answer the questions: What the will never request, that my team sometimes do? and What can the request that my team never do?. For instance, your team will never repair the Internet, but a can ask you to do it. POSTED ON DECEMBER 21, 2011 BY JOSE HUERTAIN BEST PRACTICES, FEATURED
Name *
Email *
Website
http://theremedyforit.com/2011/12/operational-categorization-strategy-for-bmc-remed... 17/10/2012
Operational Categorization for BMC Remedy | The Remedy for IT
Página 3 de 3
http://theremedyforit.com/2011/12/operational-categorization-strategy-for-bmc-remed... 17/10/2012
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