Subcategories on Steroids
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Don Lacasse is a senior consultant and trainer with extensive experience implementing Cherwell Service Management and Bendata’s HEAT. He has developed a method called 'subcategories on steroids' to enhance incident/request workflows, focusing on automation and efficiency without needing complex blueprints. His expertise includes ITIL certifications, data analysis, and creating automated processes for service management.
Subcategories on Steroids
- 1. Don has implemented scores of service desks with Cherwell Service Management and Bendata’s HEAT® product. Don was the first beta customer for CSM while managing an internal/external support desk for InStar Systems, an award winning medical software company. He recently completed a large Cherwell implementation engagement in New Zealand. Don is the senior classroom trainer for the Cherwell Service Management certification programs. His Technical Certifications include ITIL Foundations v2, v3, Cherwell Service Management, Cherwell Report Writer, Crystal Report Writer, HEAT Service & Support, HEAT Asset Tracker and Certified HEAT Trainer. He has technical expertise in Cherwell Implementations and Workflow Design, Cherwell Certified Trainer, MS SQL, Data Analysis and Reporting. Don Lacasse Cherwell Software “Subcategories on Steroids”
- 2. Subcategories on Steroids How to supercharge your Subcategory table to be the control center for your whole Incident / Request process Don Lacasse –Senior Consultant / Service Delivery Manager
- 3. What are Subcategories on Steroids? • Enhances the importance of Subcategory; they can drive almost all Incident/Request workflow • Makes automation table driven; no blueprints • Provides a great method for Quick Calls • Can be done in stages or pieces • This talk is to show ideas, not “how to build” • mApps available soon in the mApp Exchange
- 4. The Big Picture. Literally. This is a big picture of the whole screen. Big, isn’t it?
- 5. General Info Default Team Auto Routing to Team or Person Specifics Screen Bypass the Group Map Table Driven; no blueprint Specifics Report Action Custom print section for the selected Specifics Can be appended to ticket printout one-step Key Words Alternate / Slang / Abbreviated terms to find classification
- 6. Quick Tickets Instead of hunting through a pile of folders, just classify the ticket; all of these fields will fill in automatically. Add additional default fields as needed If you select the “Quick Ticket” checkbox, then this ticket will be closed automatically when saved.
- 7. Portal Fields Customers shouldn’t see the raw Service/Category/Subcategory classifications; they’re not trained techs! These fields let you define alternate wording and grouping for use by an action catalog (i.e. the Service Catalog)
- 8. Process / Status Actions Set up specific actions to kick off for each status Launch the action from the Status Update one- step, or from Automatic Action, or from Automation Processes. You only need one rule per status for ALL subcategories “Run Once” flag prevents repeat launch if status is reset
- 9. Approvals Table driven approvals; only need one Approval setup per level; actions change depending on classification Initiation action is launched by the Status Update action; this creates the approval requests and initiates the process