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
Almost every decent ITSM tool offers the admins to configure a set of rules to assign or route tickets to proper support groups or specialists. BMC Remedy ITSM Suite is no different, as expected, and has its own assignment engine. But I the result is a bit confusing and maybe not as useful as it could be. The result is a overloaded system, difficult to maintain, or worse, not using the assignment engine.
In this post I will review the BMC Remedy ITSM Suite’s assignment engine. … Read the complete post
BMC Remedy Service Desk allows us to relate each support group to a support level. This classification comes from an ITIL recommendation. Most Remedy implementations declare the level of the support group but don’t utilize it extensively. It is easy that in a multi-tenancy environment each company uses it’s own classification criteria for support levels. Or worse, each Remedy administrator selects a level when creating the group almost randomly.
As in a lot of other configurations, having a consolidated criteria can provide us with a lot of information when analyzing the service.
In this post I will review the support level concept and provide a recommended classification. … Read the complete post
BMC Remedy applications typically categorizes their requests in an operational and product scopes. These categories can be shared, so all applications feed from the same categories list, be particular, so each application has his own categories, or using a mixed strategy.
In this post I will cover my recommendations when designing the categories for all applications. To share or not to share, that’s the question. … Read the complete post