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ITIL :: View topic - How to Find a Work Around Fast?
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How to Find a Work Around Fast?

 
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Carlos Castaneda
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PostPosted: Mon Oct 17, 2005 10:31 pm    Post subject: How to Find a Work Around Fast? Reply with quote

Hi all!

During the last year we have been introducing the ITIL processes for the whole IT department in our company, and lately we have started to work with the Incident and Problem processes. Later we will implement change and configuration management.
Next week we will introduce HP Open View Service Desk as our new "ITIL compliant tool". Most of the work has been done (dataload etc), but we still are struggling with a very important issue: how will we access our work arounds quickly?

This is specially important for the Service desk as they now are the SPOC, and they need to access documentation about past incidents and problems easily.
As an Incident Manager I see this as one of my most important tasks, to find a way for us in the IT department to access documentation easily.
In HPOV the way to look for work arounds is to use a function called "advanced find". What you do is that you turn problems into work arounds so taht you can search for them

The tricky part is how to describe the problem so that the Service desk staff easily can access them later when the users report a specific incident (called Service call in HPOV)

I guess there are lots of you out there using HPOV as Service desk tool. How do you go about to find old WA's/problems easily?
Do you apply any common name standard ? In that case could you describe the structure of it?

Thankful for any replies that can help us forward.

Carlos Castaneda
Incident Manager
Nynas Patroleum
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lexxone
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Joined: Mar 31, 2006
Posts: 5
Location: Atlanta, GA, USA

PostPosted: Thu Apr 06, 2006 12:30 am    Post subject: Re: How to Find a Work Around Fast? Reply with quote

Carlos Castaneda wrote:
Hi all!

...

The tricky part is how to describe the problem so that the Service desk staff easily can access them later when the users report a specific incident (called Service call in HPOV)

I guess there are lots of you out there using HPOV as Service desk tool. How do you go about to find old WA's/problems easily?
Do you apply any common name standard ? In that case could you describe the structure of it?
...


Carlos,

I don't have experience with HPOV, but I am familiar with Remedy. In Remedy, they use 3 levels of categorization for tickets which can help find related items - if the Service Desk Analysts (SDAs) know which categories to pick. A better method in Remedy is a field called the Summary field. It is prewired to the categorization fields so that an analyst only need to look through the Summary field pull-down choices to find the one that matches best. When we implement, we'll be using the Summary field as a 10-word maximum description of the issue - in user terms. Also, we'll keep the choices current - meaning a constant analysis of the top 20 issues to put only those 20 choices in the Summary field. I'm not sure if HPOV has a similar concept.

As for a common name standard or the like, this is not an easy thing. Knowledge Centered Support (KCS) is a best practice methodology that says the user's (caller's) words should be captured in the ticket or knowledge databases so that future searches are faster. This means that the usual translation the SDA must make from user's words to techspeak is reduced or eliminated altogether.

Bottom line is that you have some knowledge management issues here - issues that will require some tracking and analysis of how the SDAs are using HPOV. It might pay to look into a bolt-on KM search and cataloging tool.

Hopefully, someone else out there with HPOV experience has an easier solution for you.
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