3. ITIL Categorization for Remedyforce- An Evolution into Service Desk Self Service
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The document discusses best practices for categorization in Remedyforce IT service management software. It recommends establishing a categorization taxonomy with a type-subtype-detail structure for routing issues to the appropriate teams and enabling reporting. It provides guidelines for developing categories and configuration steps, emphasizing a three-layer hierarchy. The conclusion recommends that service owners finalize categorization and maintain the structure as needs change.
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3. ITIL Categorization for Remedyforce- An Evolution into Service Desk Self Service
- 1. — Remedyforce Cloud ITSM Services Specialist June 5th, 2015 Nick Glaser Remedyforce Categorization An Evolution into IT Service Desk Self-Service
- 2. Agenda • Overview and Best Practices • Application in Remedyforce • Configuration Steps • Final Thoughts
- 3. — 01 Overview and Best Practices
- 4. Categorization: A named group of things that have something in common. Categories are used to group similar things together, usually to three or four levels of granularity. (Source: ITIL, v3)
- 5. Two reasons why categorization in Remedyforce service desk software matters… We Categorize for two primary reasons 1. Routing: To enable automatic assignment of issues or requests to the appropriate teams for resolution 2. Reporting: To enable Reporting against the nature of the issues or requests that the organization is dealing with
- 6. Basic Categorization Structure Taxonomies follow a basic: Type >Subtype > Detail structure Note that all Shirts are Clothing, but not all Clothing are Shirts Each subsequent layer describes a “Kind” of the previous layer in more specific detail, and therefore has further constraints
- 7. Establishing Categorization Taxonomy Step 1: Triage – Establish the customer’s need Step 2: Assignment – Route to the responsible group Step 3: Resolution – Validate categorization
- 8. Categorization Activities Assignment Initial State Category ResolutionTriage Category Validation Category Finalization Process Flow Step 1: Triage Activities Step 2: Assignment Activities Step 3: Resolution Activities
- 9. DO’s Categorization Rules of Thumb – For IT Staff consider using your services as the high level category choice • Server Services • Network Services • Accounts and Security Services • Facilities Services
- 10. DO’s Categorization Rules of Thumb – Remember that the Subtype represents the ‘Kind’ of high level services being offered • Ask what ‘Kind’ of Application Services the client offers Cloud Application Services On Premise
- 11. DO’s Categorization Rules of Thumb – Use Details where appropriate – Consider whether the customer has the CMDB and use it for ‘named’ devices or applications • Keeping these out of the category tree helps avoid duplication
- 12. Mixing across subsets can cause confusion Inconsistent approaches make both routing and reporting impossible DONT’s Errors to Avoid in Categorization
- 13. – Create categories that mimic the your org chart • While it may sometimes work out that way, the category will enable routing to the Assignee so no need to duplicate data DONT’s Errors to Avoid in Categorization
- 14. – Provide categorizations to Customers unless they are broken down into Outcomes / Symptoms DONT’s Errors to Avoid in Categorization
- 15. – Assume that there is no time / staff to categorize properly • Ticket routing can only occur after proper categorization • Improperly categorized or uncategorized issues will still need to be categorized by someone, thus taking (more expensive) time DONT’s Errors to Avoid in Categorization
- 16. – Assume that different categories or teams has to mean different ticket types • Categories represent kinds of Services that can be provided, and are merely a way to classify and obtain that service when properly assigned – Waste a category layer with redundant information • Service Request and Repair Request can be determined by using Activities and do not need their own drop down devoted to them – Exceed 3 layers of Dependencies plus 1 Activity • Think efficiency and avoid more detail than is absolutely necessary DONT’s Errors to Avoid in Categorization
- 17. – Place Verbs in your Type/Subtype/Details • Use Activities for these terms – it streamlines categorization tremendously – Duplicate Activity words with verbs that have similar meanings • E.g. Provide and Give have essentially the same meaning – Use ‘Other’ at the Subtype layer, or use too frequently in Details DONT’s Errors to Avoid in Categorization
- 18. — 02 Configuration in Remedyforce cloud help desk software
- 19. Application of Categories in Remedyforce service management – BMC Remedyforce on the Salesforce Platform • Custom Object • Leveraged by multiple objects in the SFDC database • Other objects align with ITSM practices – Agent and customer facing category structures • Self-Service – Leverages automation • Categories can be aligned with urgency values • Urgency values help calculate priority
- 20. Customer vs Agent facing categorization - Customer BMC Confidential – Subject to Change • Symptom Based Focus • Minimal hierarchy (One to two layer hierarchy) • Activity, if included, comes first and is hierarchical
- 21. Customer vs Agent facing categorization - Agent BMC Confidential – Subject to Change • Classification Based Focus • Three layered hierarchy • Activity based
- 22. Configuration of Categories in Remedyforce – Remedyforce Administration • Web Based Training (www.bmc.com/education) • Configure Application – Category
- 23. Configuration of Categories in Remedyforce – Remedyforce Administration • Configure Application - Category
- 24. Configuration of Categories in Remedyforce Service Management software – New Category • Populate data
- 25. Configuration of Categories in Remedyforce – New Category • Populate data
- 26. Configuration of Categories in Remedyforce – New Category • Populate data
- 27. Configuration of Categories in Remedyforce – New Category • Populate data
- 28. Configuration of Categories in Remedyforce – New Category • Populate data
- 29. — 03 Conclusion and Final Thoughts
- 30. Final Considerations Help Desk Service Owner owns the responsibility for final categorization. The days of asking an end user to select the correct category are fading away. Using “other” without a supporting process to do gap analysis will be detrimental to metrics.
- 31. Top Five Take-Aways 1. Measure Twice, Cut Once 2. Stick to the basics 3. Don’t leave anything on the table 4. Things change 5. Ask for help
- 32. VIDEOS Learn how to quickly navigate Remedyforce COMMUNITIES Join our active Remedyforce group WHITE PAPERS Get more out of Remedyforce
Hinweis der Redaktion
- Overview and Best Practices Why categorization matters Categorization structure Application in Remedyforce Text Configuration Steps High level walk through Simple to accomplish Sources for assistance Final Thoughts Do Don’t
- How ITIL defines categorization Group things together What it is meant to be Categorization is not static, it is a living breathing part of your organization. Categorization is, typically, the most “unique to you” aspect of the foundation configuration of your Service Desk to develop. Your categories need to reflect the type of services you deliver and your audience. To accomplish this, the category structure is often broken into different elements that start with a high level definition of services you provide to your end users and drills down to a level of specificity which allows you to definitively route or report on that element.
- This structure is hierarchical, and the elements are referred to as category tiers. From a process perspective it is important to ensure that the values of each category tier (category, type and item) are internally consistent and that duplication of the same data elements from one tier to another are limited, if used at all (e.g. it is bad to have laptop in both the type field and the item field). Failing to maintain consistency in the category tiers will result in a taxonomy and structure that will not provide the key benefits of good categorization; the ability to route and report on categorized records. Bear in mind that categorization is not just limited to one element of service management. You will use categorization in each facet of your service delivery. Consequently, proper categorization becomes one of the most important elements when configuring a service management system and it is important to establish a clear methodology which can be leveraged repeatedly within the system. Routing: Eliminates ‘guesswork’ when routing Provides faster routing and response Reporting Simple reporting: A top 10 list of common issues Complex reporting: Time spent to resolve issues of a specific category for staffing needs, etc.
- Categorization is developed by creating a taxonomy in which each subsequent tier describes the previous tier in more specific detail. Typically we see this represented as a general category which identifies a service, the type category which usually identifies a subset of the general service and an item category which identifies a detail which is significant to reporting or routing. Explain what is on the screen, address how it is unique to each organization and the structure may change based on the customer requirements. Critical that this makes sense for your organization
- The first step in triaging any customer interaction is to establish why the customer is contacting your service management team. This initial contact provides your agents with their first opportunity to categorize the customer’s need. This first effort is the initial state categorization and the more accurate this effort is the more quickly and effectively your team will be able to address the customer’s need through the proper routing of the record to the functional group responsible for the associated work. This ensures timely resolution of records and will result in achievement of the associated Service Level target(s) established for the provided managed services. Upon resolution of a record the agent responsible for closing the record should review the categorization to ensure that the final state of the categorization matches the true nature of the record. Often, the initial state categorization may not match the final state categorization. (For example, an end user may perceive an error in application behavior, when the true issue was with the network.) Proper final state categorization also allows a greater understanding for areas of improvement by allowing reporting on SLAs to help you identify improvements you can make to your process, based on which particular managed services are not meeting the defined Service Level Target(s). ITIL recommends that service providers utilize two sets of categorization: one for initial state categorization and one for final state categorization. However, the adoption of this practice depends on size and complexity, and many organizations find this approach to be burdensome and utilize only one set of categorization which changes dynamically through the lifecycle of an incident.
- The first step in triaging any customer interaction is to establish why the customer is contacting your service management team. This initial contact provides your agents with their first opportunity to categorize the customer’s need. This first effort is the initial state categorization and the more accurate this effort is the more quickly and effectively your team will be able to address the customer’s need through the proper routing of the record to the functional group responsible for the associated work. This ensures timely resolution of records and will result in achievement of the associated Service Level target(s) established for the provided managed services. Upon resolution of a record the agent responsible for closing the record should review the categorization to ensure that the final state of the categorization matches the true nature of the record. Often, the initial state categorization may not match the final state categorization. (For example, an end user may perceive an error in application behavior, when the true issue was with the network.) Proper final state categorization also allows a greater understanding for areas of improvement by allowing reporting on SLAs to help you identify improvements you can make to your process, based on which particular managed services are not meeting the defined Service Level Target(s). ITIL recommends that service providers utilize two sets of categorization: one for initial state categorization and one for final state categorization. However, the adoption of this practice depends on size and complexity, and many organizations find this approach to be burdensome and utilize only one set of categorization which changes dynamically through the lifecycle of an incident.
- Establish a review process.
- Categorization is developed by creating a taxonomy in which each subsequent tier describes the previous tier in more specific detail. Typically we see this represented as a general category which identifies a service, the type category which usually identifies a subset of the general service and an item category which identifies a detail which is significant to reporting or routing. Bad outcomes Improper category - routing leaves an urgent issue in Limbo Certain industries this can be threat of injury/loss of life/breach of contract US Govt –revocation of contract? Miss an SLA Duplication of effort/waste Improper category – reporting data does not tell the true story Breach of contract Improper use of resources
- Bullet one, reuse tree show bade example of org chart Bullet two, screen cap of content org Third bullet point – horror story, extension of incident, late triage
- Third bullet point – horror story, extension of incident, late triage Email issue was in fact, site outage
- Entire slide is discussing limiting agent activity – click fatigue Printer as an example for bullet two, too many clicks results in customers abandoning the method of entry in favor of an easier method Assume that different categories or teams has to mean different ticket types Categories represent kinds of Services that can be provided, and are merely a way to classify and obtain that service when properly assigned Waste a category layer with redundant information Service Request and Repair Request can be determined by using Activities and do not need their own drop down devoted to them Exceed 3 layers of Dependencies plus 1 Activity Think efficiency and avoid more detail than is absolutely necessary
- Discuss content as a theme for this slide Bold bullet point three
- Within the BMC Remedyforce application categorization has its own Custom Object in the database which is leveraged by multiple other Objects in the database (Incident, Problem, Change, Release and Task). This means that categories are often associated with different ITSM process areas uses which elements of the taxonomy. This separation allows you to use different category trees for different areas of your service delivery organization; being able to tailor a category structure for each process area as necessary. This gives your organization a great deal of flexibility when establishing a category structure and taxonomy. This structure inside of the database also allows for Customer facing categorization to be incorporated as well. The ability for BMC Remedyforce to utilize workflows to automatically route or re-categorize tickets means that end-users can select from a more “customer friendly” taxonomy which can automatically be re-categorized by a workflow trigger to fit into an appropriate structure for an IT organization. Workflows can also automatically route tickets to the appropriate support group based on categorization. Categorization can also help prioritize a ticket. If a particular category is associated with a business service or area deemed critical to the organization, the priority of the ticket can be elevated by BMC Remedyforce through automation. This can be especially useful when receiving ticket information from an automated source such as monitoring or asset management software, allowing for rapid notification of responsible parties, tracking of the duration of the outage and faster resolution times.
- Customer-Facing vs Agent-Facing Categorization: Often, when a customer portal is utilized, a separate set of categorization will be utilized specifically for users. This taxonomy is intended to be friendlier to non-technical users and frequently is posed as a question composed of relatable terms (e.g. I have a problem regarding my…pc/mobile device/software/etc.)
- Customer-Facing vs Agent-Facing Categorization: Agent categorization manages the routing and reporting on work, and could be more technical in nature. Typically this view should not be visible to customers.
- Straight forward navigation Ease of configuration
- Straight forward navigation Ease of configuration
- Straight forward navigation Ease of configuration
- High level view of new category
- Talk through boxes – fairly self explanatory Check boxes are important Level of granular control over product Why might we make certain categories available or not Why might we make certain categories viewable in self-service Tie back to best practices
- Follow-up – automated message after an incident has been logged Urgency – affects the prioritization matrix Inactive – turning category elements on and off with the click of a box
- Parent/Child relationships – the ability to create a hierarchical structure Descriptions to clarify – pro-active ability to provide additional information about a category Staff support experts – the ability to assign SMEs for routing
- Categorization will be one of the most vital elements of your ITSM practice. BMC strongly encourages you to give this area the due time and consideration it deserves. The old adage “Measure twice, cut once” applies more to categorization than any other part of your ITSM planning. Fortunately, the BMC Remedyforce Services team is here to assist you in focusing on developing a categorization structure which will give your organization a solid place to start, and allow you to custom fit the approach for your organization. You can learn more about BMC Remedyforce Services at http://www.bmc.com/it-services/remedyforce-services.html. Top five ways to make categorization successful. Point five – use all the tools (list of items below) Mention white paper Mention services Remind education (WBT) Online resources
- Categorization is important to a successful organization; take your time and develop it correctly Stick to reporting and routing; these are the core purpose of categorization, don’t stray from them Use the full capabilities of Remedyforce to succeed; tool has a lot of options to leverage Keep reviewing your categories on a regular basis; nothing stays static Lots of great resources via BMC Mention white paper Mention services Remind education (WBT) Online resources Categorization will be one of the most vital elements of your ITSM practice. BMC strongly encourages you to give this area the due time and consideration it deserves. The old adage “Measure twice, cut once” applies more to categorization than any other part of your ITSM planning. Fortunately, the BMC Remedyforce Services team is here to assist you in focusing on developing a categorization structure which will give your organization a solid place to start, and allow you to custom fit the approach for your organization. You can learn more about BMC Remedyforce Services at http://www.bmc.com/it-services/remedyforce-services.html.