Want to start a huge debate at your company? Tell ‘em you’re going to redo your Incident Classification!
When it comes to implementing Cherwell Software, or any Service Management solution for the matter, one of the more difficult aspects of implementing ITIL is classification, particularly Incidents. We all have our opinions, heck, even the experts differ.
I’ve done numerous Requirements Gathering sessions in my tenure at Cherwell Software and I brace myself as I ask for their Incident Classification. “What does Cherwell recommend?” – Ugh! I knew it! Truth be known…there is no ‘correct’ answer. ITIL is a framework, not a step-by-step methodology, a reality I believe has been lost with the emergence of ITIL v3.
So I put on my consulting hat and began to talk and walk thru the process of outlining Incident Classification. (Side note: I am very much against the category – OTHER) But, a new day has come. Chris Dancy, Founder of ServiceSphere, recently did a webinar on Classification that I thought was outstanding. It is worth the 45 minutes if you are working thru Classification.
By the way if you want a plethora (every now and then I like to use a big word!) Click on the link below and then on the words “Download the Buttery Goodness Here!” to download a zip file chocked full of great articles to help you!
http://www.servicesphere.com/blog/2009/12/18/help-desk-categorization-webinar.html
That’s all from me for this week…tomorrow (Sat) we will have survived another week!
Tags: Cherwell Software, IT Service Management, ITIL, ITSM
Matt,
Great Job on the blog. It is refreshing to see real content and no FUD!
Chris
Pretty nice post. I just stumbled upon your blog and wanted to say that I have really enjoyed browsing your blog posts. In any case I’ll be subscribing to your feed and I hope you write again soon!