Developing CTI for ITSM
“The Post-it note drill”
Problem – How do you help customers develop
effective CTI‟s for the ITSM app?
Classification of tickets in the ITSM can be
considered a fundamental core requirement!
CTI (Category/Type/Item) controls:
– Ticket Routing
“So what do we use? ….”
Our Customers want CTI’s that are:
– Effective and easy to understand
– Works with their line of business
– ITIL compatible
So what do we use ……
– Out of the Box Sample CTI’s
– Custom CTI’s
– A combination of both
So how do we help them …..
So what do you need for the exercise??
One Large Blank Wall
Four Colors of Post-It Notes
– Category = Color #1
– Type = Color #2
– Item HD (or Reactive) = Color #3
– Item CM (or Proactive) = Color #4
Stakeholders of the application and support
Start with Categories
Set a limit on the number if possible:
– Demby’s Rule – no more than 10.
– 6 to 7 is a good first goal.
Avoid having Categories = Support Groups
Should be the same Categories for Change
and Help Desk.
Can use OOTB Categories to start with as a
Get Agreement on Categories before moving
So here is an example ….
PC Hardware Packaged Software Enterprise Software Network Svcs
This will be the longest part of the exercise
Be prepared to re-visit the Category List later as you
This list should be a high level grouping of ‘things’
that are to be supported by the ITSM application
And now the “T” ….
Types should be a collection of things that will
be supported by the ITSM application:
– Some Services like Security Access
Think of the types as the ‘Nouns’ of the
You might find as you establish the ‘Types’
that the ‘Categories’ might need to be
Building on our example ….
This part of the exercise
looks like a fire drill ..
– Anyone can put a post-
it note under a
– This should be a
exhaustive list items
that are to be
– If you have a Type that
does not fit a Category,
park it for discussion of
an additional Category.
Now for the „Verbs‟ – the Items ….
If the Types are they things supported – the
Items are the actions taken in that support.
For this part you should have two different
color Post-it notes:
– Reactive Actions are normally Help Desk
– Proactive Actions are normally Change
You might need to take a time out and spread
the post-its out before you start this round
Still building on our example ….
Upgrade to XP
Final steps ….
– Review post-it notes on the wall and ask:
Did we capture everything to be supported?
Did we capture primary activities as part of that
Does the ‘flow’ make sense?
Can you match support groups to the CTI’s?
– Copy the post-it notes into a Excel
– Send Spreadsheet out for review and approval.
This is one of many ways of doing this
Some customers will want to use action
based Items. Software>MS Office>Excel.
ITIL Based CTI provides for the separation
Incident, Problem, and Change Management
for the Service Desk (ITSM application).
Every companies’ CTI will be different is