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Questionnaire Integration - Octopus

Modified: 2009/03/30 14:37 by slevesque - Uncategorized
This page is in the process of being edited, it may be incomplete or contain errors.

This section contains a list of questions to help us to set up Octopus according to your needs.

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Organization

  • Type of organization. Can you give a brief explanation of your organization?

  • Is your organization is based on different sites?

  • Does your organization use ITIL approach and if yes, which processes are implemented?

  • Do you already use an other Help desk software?

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Octopus Users

  • Could you explain how are structured your resource groups?
Example: by service, by department, by specialization, by location, other

  • Who will designated as the Octopus Administrator?

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Request

  • What type of requests do you receive?
IT Support, equipment breaking, project, complains, hiring, etc.

  • How you receive your requests?
By phone (1 central number), By email (global address), other
With Octopus, it is possible to receive request by mail or my a Web interface.

  • Do you have to respect Service Level Agreements (SLAs)?

  • Did you establish priority definitions for you request types?
Click here to see the definition of the impact, urgency and priority.

  • Do you already have a list of request that your Service desk receives?
Click here to see the list of Service request and incident already created in Octopus Software.

  • Your incident are they categorized?
Click here to see the list of category ans subcategory already created in Octopus Software.

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Requester Groups

  • Who will request for your services?
Internal or external Customers

  • Are requesters regrouped in any way?
By location, department, company, division, etc.

  • Is information about requester (and requester groups) accessible from another source?
Active Directory, Database, other application/file
It is possible to import users each day from AD or from a specific database. You can also enter user manually.

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CMDB

  • Do you already manage an inventory?

  • Is the inventory managed by service or maintenance contracts?

  • Does the inventory have to be linked with requesters?

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