When deploying a new ITSM tool (Remedy or other) one of the aspects to design is the way the priority is determined. At first sight it seems an easy aspect. But a deeper analysis reveals that it’s a key factor for the success of the incident management process and normally doesn’t receive the deserved attention.
In this post I will provide a guide to determine the priority for any ITSM tool. … Read the complete post
When you translate your SLA terms into configuration at your ITSM tool, a lot of questions arise. The exact meaning of states, the different situation of elements and what should be count and what not start to be of critical importance. But, depending on your users, it can seem that any implementation of your SLA can be tricked. It doesn’t what you try, they will always find a way to change the measures to their convenience, manipulating the results on their advantage.
What can we, managers, do? What are the best practices? … Read the complete post
The first day I attended on an ITIL formation, the teacher told us: “ITIL is suitable for all sizes and types of companies, the secret is to know how adapt it.” But the more I understood the ITIL philosophy, the more I thought that it was designed for big sized organizations. Only in managers and coordinators, you can count more than 30 people. So how can it be adapted to small sized organizations?
In this post I will cover the mayor adaptations of the ITIL framework to IT departments of less of 20 people. … Read the complete post
New video form BMCdocs’ boys. They are increasing the length of the videos, a thing that I really appreciate.
In this post I will link this video, and transcript the process description part (it’s quicker to read than to listen). Italic parts are my comments. … Read the complete post
We all know that Action Request System is mainly focused to create applications for IT support processes. That’s the reason for having the ‘Assigned to’ field included in the set of core fields when creating a form. But this has not been a reason to expand the Remedy apps family to non-support processes, like configuration management, or fiscal management. Also the Remedy platform can be used to create outstanding apps for non-IT purposes.
In this post I will review the possibilities of ARS, and how to expand it to non-IT processes. … Read the complete post