I'm working on setting up a proof of concept out of box 7.1 ITSM system. Does anyone have a set of categorization (op+product) they can share with me for Change Management, Incident Management, and/or SRM?

My companies OpCats won't help you, put the approach I took to define these was as follows:

1. Operational Categories: What's Required

From the Users perspective what's being reported (e.g. fault- business application failure) or what is required (e.g. password reset required, software to be installed etc.). This is to interpreted as the "User Experience"

2. Resolution Categories: What was done

This is the action that was done to restore or provide the requirement.

3. Product Categories: To What

This identifies the physical or logical piece of infrastructure (think "CI" in ITIL speak) that was involved.

To recap:

1. OpCat = What the requirement is
2. ResCat = What was done to provide this
3. ProdCat = To what

Good Luck

Karl

3. ProdCat= To what
This is a good possibility to define a service catalouge and create a assignment to a support group.

As example:

Tier1:
Business Service
Tier2
Business Application Support - ERP
Tier3
mySAP
SAP R3
BaaN Financial
BaaN Manufacturing


Tier1:
Business Service
Tier2:
ServiceBusiness Application Support - Others onER
Tier3
mySAP HR
Hyperion
WebServices Intranet / Internet
Individual Application


regard
yabba-ch

From a techincal document by Rick Cook -

Use the template "I (the user) need you (Support) to <Op Cat1> the <Op Cat2> on my <Op Cat3>"

Example -

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

Category 2: The area of support to be employed (subject). This should probably 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

This is probably not a comprehensive list, so you might have to add a few more company specific service offerings to complete the list for your support organization.