Well not sure if it will help, but in a similar position using the same version and relative patch levels as you have, we did implement self-service for a mid-size company. We did indeed allow end users to select their own Urgency, but here is what we did differently. We built custom notifications which fired only after the service desk had acted on the ticket and after they had specifically set the Impact. We had a matrix built (all customized) that specified exactly what Priority would be set based on the selection of Urgency (from the requester) and Impact (from the Service Desk) and this was sent out to them in a notification with the specific Priority that had been set for their ticket based on the selection of these two attributes. So for example...."Ticket 12345XXXX has been received and set to a Priority of 3..". This was followed in text by the specific SLA's that this company had, for example: Priority Ugent - 2 to 4 hours; Priority Medium - 6 to 8 hours, etc..
In addition, we did two things before we rolled this out. First, we held classes for all IT personnel that covered the basics of the ITIL framework and where we were headed in relation to the roll-out of self-service (modified requester console). The second thing we did was send out a company-wide email regarding the roll-out of self-service and including the specifics around how tickets would be 'Prioritized' and how to access the system and who to call for help. This worked extremely well with the exception of a few people who obviously didn't read the announcement(s) or attend the classes. However, this did require a huge effort and pointed direction from management throughout the organization, so if you don't have that kind of backing I can't guarantee the results. The worst thing that happened was a few people, having submitted their own tickets and received the notifications, were a bit confused that the Priority that was set didn't seem to jive with the Urgency they thought they had set. A few explanations from the Service Desk team helped set them straight. So bottom line was this: Requesters could set Urgency - Service Desk personnel set the Impact - The custom-built matrix auto-set the Priority and it was the Priority with it's associated SLA's that was emailed as the notification to the original requester. Hope this helps. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hale, Greg Sent: Monday, March 24, 2008 3:54 AM To: [email protected] Subject: Self-Service for Business Users Looking for real world experience/lessons learned for leveraging Self Service in a medium to large organization. We are most interested in the process for Incident and Request submission by Business Users. For example, are most allowing the business to drive the Urgency and Support drive the Impact, or does the business have no input on Urgency and Support drives Impact, neither the business user/support sets Urgency/Impact, etc. We are currently struggling with this as there are concerns that allowing the business to drive the urgency will result in nothing but Urgent tickets/requests. How are others working through this issue? We are trying to follow the ITIL Framework of letting the Urgency and Impact drive the Priority, but there seems to be some true resistance to this. Any experience, insight, or thoughts would be greatly appreciated. Thanks, Greg ARS 6.3 Patch 20 Mid-Tier 6.3 Patch 23 HelpDesk v6 SLA v6 Solaris 10 Oracle 10gR2 ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
