5 Replies Latest reply on Sep 18, 2019 8:22 AM by Chris Brownsword

    Help populating Operational Catalog Foundation Data

    Chris Brownsword
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      Hi all,

       

      We're going through an implementation of BMC Remedy ITSM and are struggling to know how to structure the data for the Operational Catalog foundation data spreadsheet.  I've come across several posts about it but I'm struggling to find a solid rule on how to approach this, and wondered if someone could point me in the right direction and maybe give some real life examples.

       

      It seems that one approach is structuring the tiers like so (unfortunately no examples):

      What I want is to <Tier 1 - verb>, in the scope of <Tier 2 - noun>, the <Tier 3> of the/my <Product - noun>

      Operational categories and tasks

       

       

      Another approach appears to be Tier1 - dept or functional dept, Tier2 - CI type, Tier3 - common issues

      Need help on Product/Ops Cat Tiers

       

       

      I've had a look at the OOB examples and feel they're too general and vague but alternatively it might be me not understanding it properly.

      Need a list of out of the box operational categories

       

       

      I've also read this post which seems to be a similar take on the first post I found.

      Remedy ITSM 7 Operational Categorizations: a New Paradigm

      A comment in this post suggests the following approach:

       

      Operational Categorization

      • Create a list of:
        • symptoms that can be experienced by Customers
        • service requests that can be submitted by Customers
      • Imagine that the symptoms/service requests will be available for selection in Tier 3
      • Group symptoms/service requests that are somehow related. The group names will be available for selection in the Tier 2
      • Now try to identify categories in which to place the groups. These categories will be available for selection in Tier 1.

       

       

       

      Thanks,

      Chris.

        • 1. Re: Help populating Operational Catalog Foundation Data
          Stefan Hall

          There is no general recommendation, but the requirements are far too different. After many years we are struggling with these categories again and again.

           

          It seems important to me what exactly these categories should be used for. From my point of view there are 2 things to consider from a purely technical point of view

           

          1. Ticket routing - op cats are ohne part of the ticket assignment rules
          2. Reporting - which reports would you like to draw? You also have the solution categories. We use these two in comparison, what did the customer report and what was it actually. I.e. our op cats are rather oriented to the customer language and not technically influenced.

           

          That's all you have to think about to find your own way.

          2 of 2 people found this helpful
          • 2. Re: Help populating Operational Catalog Foundation Data
            Chris Brownsword

            Hi Stefan,

             

            Thanks for your reply.  When we started trying to create our op cats we tried to have reporting in mind, and ticket routing has also been mentioned, so it's reassuring to see you mentioning them as well. 

             

            I've also tried to accommodate the customers view ie: keep it simple for them to choose the correct options (would they need to chose these?).  Is this something we should consider?  The OOB examples don't seem that customer friendly.

            • 3. Re: Help populating Operational Catalog Foundation Data
              Stefan Hall

              The OpCats are used in the backend modules, so no end user has access to them, only the support staff see and select the categories.

               

              We have limited ourselves in the Incident very strongly, so that we can represent the customer specification roughly

              • Performance - routing: SD (mostly client), OpTeam
              • Availability - routing: OpTeam
              • Rights & Access - routing: SD or OpTeam
              • Question - no real fault - routing: SD or Specialist
              • Functionality - routing: SD or DevTeams
              • Defect (hardware) - routing: SD, third party/vendor
              • (we have 2-3 more, but I can't think of them right now)

               

              So really only very roughly clustered, in combination with the products that's enough for us.

               

              Apart from that, I forgot about SLM. Here, too, OpCats could contribute to differentiation.

              2 of 2 people found this helpful
              • 4. Re: Help populating Operational Catalog Foundation Data
                Vikas Mahamuni

                Hi

                 

                The operational categories also plays important role in the

                 

                1. Assignment routing

                2. Approval Mappings

                3. Various Application Templates

                 

                 

                Thanks.

                1 of 1 people found this helpful
                • 5. Re: Help populating Operational Catalog Foundation Data
                  Chris Brownsword

                  Thanks for the information and help.  It's been very useful.

                   

                  Chris