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ITIL :: View topic - Same Category for multi-departments and self-Service
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Same Category for multi-departments and self-Service

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Joined: Feb 22, 2007
Posts: 13

PostPosted: Tue May 01, 2007 12:14 am    Post subject: Same Category for multi-departments and self-Service Reply with quote

Hi all,

It is logical to keep Category simple for self-service but we have many departments have their own Intranet. If we list all departments then the list will be long for users to identify. What do you think is best?

Web Application/Intranet

(Service Desk has to assign it to the right department & reporting may not show how many ticket each department has with Intranet issue)

-- or ------

Web Application/Intranet/Payroll Department
Web Application/Intranet/Billing Department
Web Application/Intranet/Porcurment Department

(tickets can be auto-assigned to the appropriate dept directly)
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Joined: Jan 12, 2007
Posts: 48
Location: Warsaw, Poland

PostPosted: Mon May 07, 2007 7:49 pm    Post subject: Reply with quote

If every department uses it's own Intranet, then you probably will be able to get information about the department from other source, like the caller's ID linked to HR data. Then additional info in category is redundant.
If you are not able to get this information from other source, then you need to find out if you need this information or not. The answer is in your SLA(s).
If the users use the Intranet of other departments, then you have to ask yourself if every Intranet is a different Service. The answer is in your Service Catalogue.
Krzysztof (Chris) Baczkiewicz
IT Standards Support
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Joined: Jul 19, 2005
Posts: 2

PostPosted: Tue May 08, 2007 7:31 am    Post subject: Reply with quote

Perhaps your best option would be to try a pilot study with some "super users" to see what works the best.
Imposing a structure on your user base might well be an unwelcome action, whereas a pilot allows for an inclusive approach which will support user buy-in.

Analyse your contacts to see where the most active users are, both by service and department, build your pilot accordingly.
Helen Morris
ISEB Accredited ITIL Trainer & Consultant
ISO 20K accredited Trainer & Consultant
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