Webinar Q&A?

Q: Who is SNC's ITIL process architect?
Fred Luddy

Q: Where are the options to provide access to specific applications for new employees?

I guess you can have whichever variables you like in the new user request form, however the way we done it was to have a similar user box, this way you can just look up the user who is in that box and see what file rights, applications and distribution lists they currently have access to or are on.

Q: How do you sync the sms tool and the Service management Tool?

At the moment this is done by exporting Landesk info into crystal reports then into SNC via the import mapping process, obviously this is not dynamic which is where we want to be, so we will be either putting the connections in place to talk to LanDesk or we will start using the SNC discovery tool when it's released.

Q: You mentioned that your started with Change and Incident. Starting with Change Mgmt is not typical of most organizations, is it? Why did you decide to do that up front? How much of your KB was developed internally?

The reason we included change initially as well as incident is because the rest of the change mgmt process was pretty much in place (i.e. the need to log them, the CAB, etc) but we just didn't have a tool in which to log each change ticket properly therefore we were using shared drives and word templates, so I guess the need was greatest to fix that.