Remedy Incident Categorization Information.pptx

AT/FP Ashore

Operational and Resolution Categorization Review

July 2020

Systems overview Remedy usage

AIM

Data and reporting Enhancements and bugs Current efforts Support the data standardization effort Improve Help Desk effectiveness/practices Extract meaning from data to support evaluation and decision-making process Identification of failed components Modify content of Preventive Maintenance Inspection List Evaluate relative value of Preventive Maintenance Identify trends of service tech effectiveness Identify trends of service action effectiveness Identification of Root Causes Develop guidance in Remedy configuration structure/usage Troubleshoot (e.g., Tier 1) instead of redundant free text

Objectives

Remedy usage

AIM

Data and reporting Enhancements and bugs Current efforts Categorization structures in BMC Remedy IT Service Management (BMC Remedy ITSM) are divided into two distinct components: operational categorization and product categorization.

Operational categorization is a three-tier structure that helps define the work that is being done for a particular incident, problem, known error, change request, release request, or task. This structure is also used to qualify reporting in the system, qualify how groups and support staff get assigned, and route approvals.

Product categorization is a three-tier structure that helps you to define a description of the object or service on which you are performing the work (for example, Hardware, Peripheral Device, Monitor).

https://docs.bmc.com/docs/itsm81/categorization-229802380.html Categorization

Remedy usage

AIM

Data and reporting Enhancements and bugs Current efforts What is operational catalog information?

Operational categorization information is used for assignment mappings and categorizing incidents, problems, changes, and so on for reporting.

The operational catalog can contain a list of the operational services that a typical help desk provides, such as adding hardware and password resets. It can also contain items that represent symptoms of incidents and problems.

You need Config Categorization Admin or Config Categorization User permission to create operational categories.

https://docs.bmc.com/docs/itsm91/what-is-operational-catalog-information-608491423.html

Remedy usage

AIM

Data and reporting Enhancements and bugs Current efforts Remedy’s Paradigm of Generic Incident Classification

“I (the user) need you (support) to <Op Cat1> the <OP Cat2> on my <Op Cat3>.”

Category 1: The action to be taken (verb) [ Install ] [ Upgrade ] [ Repair ] [ Remove ]

Category 2: The area of support to be employed (subject) This should be broken down in roughly the same way the Support Organization’s duties and Groups are distributed.

[ Hardware ] [ Software ] [ Access ]

Category 3: The asset (from the CMDB) on which the action is to be taken (object).

[ Desktop ] [ Laptop ] [ Mobile Device ] [ Phone ] [ Server ]

Rick Cook, Remedy Skilled Professional Remedy ITSM 7 Operational Categorizations

Remedy ITSM 7 Operational Categorizations – A New Paradigm of Generic Incident Classification Rick Cook, Remedy Skilled Professional

“I (the user) need you (support) to <Op Cat1> the <OP Cat2> on my <Op Cat3>.”

Category 1: The action to be taken (verb) [ Install ] [ Upgrade ] [ Repair ] [ Remove ]

Category 2: The area of support to be employed (subject) This should be broken down in roughly the same way the Support Organization’s duties and Groups are distributed.

[ Hardware ] [ Software ] [ Access ]

Category 3: The asset (from the CMDB) on which the action is to be taken (object).

[ Desktop ] [ Laptop ] [ Mobile Device ] [ Phone ] [ Server ]

Benefit: The 311 Helpdesk entering the ticket will find it easier to categorize it, since the values are loosely based on how a user will initially describe the problem to the support desk.

Operational Categorization Approach – Defining the Ticket Work/Qualify Work Area/Action Define/Descriptor/Root Cause

Tier 1

What is being done

Tier 2

If Tier 1 Service – Area of task

Tier 3

Qualify reporting in Remedy

If Supply – Corrective Action

Further Define

Instead of Asset

Root Cause

Remedy usage

AIM

Data and reporting Enhancements and bugs Current efforts A New Paradigm of Generic Incident Classification for ATFP Ashore Remedy Tickets

Category 1: What is being done; Qualify reporting in Remedy [ Service ] [ Troubleshoot ] [ Supply ] [ Assign ]

Category 2: If Tier 1 Service – Area of task; If Tier 1 Supply – Corrective Action [ Hardware ] [ Software ] [ Replacement ] [ Operational Test ] [ Fielding ]

Category 3: Further Define; Instead of Asset [ Malfunction ] [ Cascading ] [ Account ] [ Offline ] [ Error ] [ Fault ] [ Damaged ] [ TOA ]

[ Situation Requirement ] [ Facilities ] [ End-of-Life ] [ Replacement ] [ Reset ] [ Repair ]

[ Update ] [ Reboot ] [ Offline ] [ Defective ] [ Obsolete ] [ Re-certification ] [ Supplies ]

Applying Operational Categorization Business Rules ATFP Ashore Operational Categorizations

A New Paradigm of Generic Incident Classification for ATFP Remedy Tickets (ATFP Working Group October 2019)

Benefit: The 311 Helpdesk entering the ticket will find it easier to categorize it, since the values are loosely based on how a user will initially describe the problem to the support desk.

Op Cat 1 – Work/Qualify

Op Cat 2 – Area/Action

Op Cat 3 – Define

Operational Categorization Approach – Defining an Incident Ticket

A revised Visio diagram of the March 10, 2020 version.

Operational Categorization Best Practices

Categorization structures in BMC Remedy IT Service Management (BMC Remedy ITSM) are divided into two distinct components: operational categorization and product categorization.

Operational categorization is a three-tier structure that helps define the work that is being done for an incident, problem, known error, change request, release request, or task.

This structure is also used to qualify reporting in the system, qualify how groups and support staff get assigned, and route approvals.

Best Practices

The operational categorization approach to defining an incident ticket begins with Tier 1 which determines what is being done, what is being requested and/or qualifies reporting in Remedy.

If Tier 1 is categorized as “Service” then Tier 2 can be used to further define the Area of the task such as Hardware, HW PM, IA SW Scan/Patch PM, Preventive Maintenance, Safety Check, Software or Survey.

If Tier 1 is categorized as “Service” followed with a Tier 2 categorization of “Hardware” then Tier 3 is used to further define the ticket or describe the root cause that initiated the incident ticket submission.

The Service, Hardware categorization string leads to enabling Tier 3 categories such as Malfunction, Operational Test, Re-calibration/Reset, Repair, Replacement, Situational Requirement, and Supplies. For example, Service (Tier 1), Hardware (Tier 2), Malfunction (Tier 3).

Best Practices

Operational category Tier 1 has several options:

Environmental, Failure, Hardware, Infrastructure, JMRS, Request, Service, Software, Supply, Training and Troubleshoot.

Selecting Operational Categorization “Environmental” in the Tier 1 drop down menu enables Tier 2 categories in the drop-down menu for further classification of incident tickets related to Alarm/Alert, Plant Encroachment and Weather Damage.

The subsequent Tier 3 categories are then enabled to complete the operational categorization process.

Non-Calendar Periodicity Incident Tickets

Situational Maintenance. A situational requirement is a situational maintenance task that is accomplished when a specified situation, known event, or set of circumstances occur. A situational requirement defines an event that is required for a Maintenance Requirement Check (MRC) to be scheduled. Summary and description field shall have a note describing the situation that invokes the maintenance requirement.

NAVSEAINST 4790.8C (Mar 14, 2013)

Operational Categorization – Service – Hardware - Situational Requirement

NFAC00000072332

OP CAT – Service Hardware Situational Requirement RE CAT – Service Hardware Operational Test Resolution: Performed all PMIs on personnel inspection assets prior to an open base event - walk through metal detectors and x-ray scanners. All assets were fully tested and calibrated. Any additional discrepancies were noted for follow-up maintenance.

NFAC00000177621

OP CAT – Service Hardware Situational Requirement RE CAT – Service Hardware Operational Test Resolution: All camera cleaned after recent dust storms.

Operational Categorization – Environmental Tier 1

Operational Categorization – Service Tier 1

Operational Categorization – Service – Investigation – Digital Evidence

Operational Categorization - Supply

NFAC00000093594

OP CAT – Supply → Replacement → Expended RE CAT – Supply → Replacement → Delivered Resolution: Delivered week of 19 September

Operational Categorization - Troubleshoot

Remedy usage

AIM

Data and reporting Enhancements and bugs Current efforts BMC Knowledge Management enables you to define up to three hierarchical levels of resolution categories and resolution product categories (available values depend on the value selected for the previous tier), and the Company, Product Name, Model/Version, and Manufacturer information, in a knowledge article.

Operational categorization is a three-tier structure that helps define the work that is being done for a particular incident, problem, known error, change request, release request, or task. This structure is also used to qualify reporting in the system, qualify how groups and support staff get assigned, and route approvals.

Product categorization is a three-tier structure that helps you to define a description of the object or service on which you are performing the work (for example, Hardware, Peripheral Device, Monitor).

https://docs.bmc.com/docs/itsm81/categorization-229802380.html

Resolution Categorization Best Practices

BMC Knowledge Management enables you to define up to three hierarchical levels of resolution categories and resolution product categories (available values depend on the value selected for the previous tier), and the Company, Product Name, Model/Version, and Manufacturer information, in a knowledge article.

The Resolution Categorization and Resolution Product Categorization values help to identify the kind of issues that can be resolved by using the information that is provided in the knowledge article. This information is useful primarily to Incident Management users.

While viewing or creating an Incident record, if you click Search Knowledge Base to search for a knowledge article and then click Use in the knowledge article, a Resolved by type of relationship is created with the Incident. Additionally, the field values that are defined in the Resolution Categorization tab of the knowledge article are copied to the Resolution Categorization tab of the Incident, and the article’s title and ID are copied to the Resolution field of the Incident.

Categorizing Documented Resolutions https://docs.bmc.com/docs/servicedesk1808/categorizing-documented-resolutions-820505018.html

Remedy usage

AIM

Data and reporting Enhancements and bugs Current efforts Tier 1 Area Environment

Tier 2 Action Taken to Resolve What was done to fix the issue

Tier 3 Further define Define Cause

Resolution Categorization Field Further Define Root Cause ATFP Ashore Resolution Categorization Applying New Resolution Categorization Business Rules

A New Paradigm of Generic Incident Classification for ATFP Remedy Tickets (ATFP Working Group October 2019)

Benefit: The 311 Helpdesk entering the ticket will find it easier to categorize it, since the values are loosely based on how a user will initially describe the problem to the support desk.

Res Cat Tier 1 – Area

Res Cat Tier 2 – Action

Res Cat Tier 3 – Define

Data and reporting A New Paradigm of Generic Incident Classification for ATFP Ashore Remedy Tickets ATFP Ashore Resolution Categorizations

A New Paradigm of Generic Incident Classification for ATFP Remedy Tickets (ATFP Working Group October 2019)

Benefit: The 311 Helpdesk entering the ticket will find it easier to categorize it, since the values are loosely based on how a user will initially describe the problem to the support desk.

Resolution Categorization – Service – Hardware - Replacement

NFAC00000072332

OP CAT – Service Hardware Situational Requirement RE CAT – Service Hardware Operational Test Resolution: Performed all PMIs on personnel inspection assets prior to an open base event - walk through metal detectors and x-ray scanners. All assets were fully tested and calibrated. Any additional discrepancies were noted for follow-up maintenance.

NFAC00000177621

OP CAT – Service Hardware Situational Requirement RE CAT – Service Hardware Operational Test Resolution: All camera cleaned after recent dust storms.

Resolution Categorization Approach

Data and reporting A New Paradigm of Generic Incident Classification for ATFP Ashore Remedy Tickets ATFP Ashore Resolution Categorizations Examples

Examples

Examples

Examples

Examples

Examples

A New Paradigm of Generic Incident Classification for ATFP Remedy Tickets (ATFP Working Group October 2019)

Benefit: The 311 Helpdesk entering the ticket will find it easier to categorize it, since the values are loosely based on how a user will initially describe the problem to the support desk.

Op Cat Tier 1 – Area

Op Cat Tier 2 – Action

Op Cat Tier 3 – Define

Summary Data standardization affects the accuracy and efficiency of data analysis Development of new operational and resolution categories is imperative for data improvement Data standardization supports the decision-making process image3.png image4.png image5.jpg image6.jpg image7.jpg image8.jpg image9.jpg image10.jpg image11.jpg image1.png image2.png