For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
Posted: Mon Mar 25, 2013 4:44 pm Post subject: ticket categories definition
Hi,
our ticketing system contains among others, 2 categories (General IT problem and Infrastructure) which i have to write a definition for. I have to write a guide for users, what issue belong to which category. Doest ITIL have any kind of explanation, or can you help me from your experience, how should i define these categories for users to choose when creating tickets..? What issue is General IT problem and which one is Infrastructure related..?
Thank you
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Mon Mar 25, 2013 6:04 pm Post subject:
Ask the people you bought the system from. ITIL does not presume to define your categories.
More usefully define your own categories to suit your own information needs and change the system to your categories.
At face value these two default categories do not cover all the bases and are not suitable for end users who often won't know if an incident relates to infrastructure or not. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
