RE: [itsm] Where to start ?

19 Jul 2007

      Ok, so I spent some time today, thinking and trying some linking.

I defined some networks and some servers.
I'm not sure of the distinction between :

server1 CONNECTED TO network1
server1 DEPENDS ON network1

or should I be thinking more along the lines of 

service1 DEPENDS ON server1 CONNECTED TO network1.

I'm guessing it doesn;t really matter as long I understand the distinctions I make, but I'm interested to know how others have approached it.
For the record, we are not implementing ITIL, but I am intrested in improving our change management processes.

Matthew Joyce 
02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research 

________________________________

	From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Morten Bøhmer
	Sent: Wednesday, 18 July 2007 6:18 PM
	To: OTRS::ITSM User questions and discussions
	Subject: RE: [itsm] Where to start ?

	I am kind of in the same position as you, although I have been using otrs in production for abt 1 year now.

	The question you ask is (i think) one of the 10 "Dont's" in anty ITSM implementation, but for the case of otrs+itsm I see no problem with implementing the following;

	Ticket system, no problem.
	Catalog Items, no problem.

	The servives and location, I would wait with, to get an clear view of how to implement.The way otrs itsm works, is that you mainly make manual links between different objects, so you will always be able to link up to the different services and locations at a later time.

	good luck!

	morten

________________________________

	From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Matthew Joyce
	Sent: Wednesday, July 18, 2007 9:55 AM
	To: OTRS::ITSM User questions and discussions
	Subject: [itsm] Where to start ?

	Hi, 

	I've been searching about for an open source cmdb for a while, and I'm also looking to switch to a decent helpdesk/ticketing system.

	I've been playing with OTRS for a few weeks and then I see ITSM is released. 

	Great, I'm keen to get started. 
	Where do I start ? 

	Do I define locations first, or services, or computers and hardware ? 
	It would seem that getting it wrong during design will be something I'll regret. 

	I need OTRS right now, so I can't wait to learn the nuances of ITSM. 
	If I deploy OTRS and research ITSM on a separate system, will I be able to add my ITSM to my existing OSTR later ? 

	Can anyone offer some advice ? 

	Thanks 

	Matthew Joyce
	02 9382 0051 | IT Manager | Children's Cancer Institute Australia for Medical Research