Explore ITSM - Systems and Processes

Resolution Classification

Wed, 14 Nov 2007 14:14:30 -0700

Hello All,

I work for an IT organization where currently we track Resolution Code on our incidents. Unfortunately, we track codes like "Task Completed", "Finished", which are not very reportable. Does anyone out there know of a standard list of IT Resolution codes? Or have any thoughts on how we can come up with a better list of Resolution codes for our incidents?

Communications

Fri, 22 Jun 2007 14:23:59 -0600

Ask what an organization needs to do better during a major incident and "communicate" may be one of the top 5 items.

During a major incident (not involving your communication infrastructure): how does your organization handle communication internally as well as with the end-users or your service consumers?

CA-CMDB users

Tue, 10 Apr 2007 10:01:18 -0600

Does anyone have experience with implementing CA's tool? We are evaluating tools right now. We are in the process of implementing CA-Service Desk though so CA-CMDB might be a good fit.

Who is using ServiceCenter 6.1

Tue, 27 Mar 2007 09:47:30 -0600

Does anyone have the CMDB module of ServiceCenter installed at your site and are using it? We are thinking about using the CMDB module and I would like to hear from someone that does use ServiceCenter. What do you use ServiceCenter for? How are you using it? If you are using it for incident management, are you also using the CMDBmoduleas a definitive source for all CI attributes?

Lean Healthcare

Tue, 10 Oct 2006 15:56:54 -0600

I recommend the following articles as a introduction to Lean Healthcare.

There are three articles, one we could say is the IBM solution, another is an hospital example and on the third is mentioned the seven wastes of the Toyota Production System, comparing the manufacturing with the healthcare industry

Quantifying the BPO

Wed, 20 Sep 2006 18:02:58 -0600

There is an article at Mckinsey which describes a methodology to quantify value that outsourcing processed provides.

Signup is required to read the article.

http://www.mckinseyquarterly.com/article_page.aspx?ar=1788&L2=13&L3=13

Research Questions

Tue, 19 Sep 2006 15:14:00 -0600

I recently was in a seminar at the Said Scool of Business in Oxford and
three questions were asked that caught my attention. Maybe we already have
answers to these or perhaps they would be great research items.