Incident Management Script vs. Decision Tree vs. Template

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Incident Management Script vs. Decision Tree vs. Template

Post  giby.varghese@gmail.com on Mon Jun 07, 2010 10:21 am

When would you use a script vs. a decision tree vs. a template? I understand the differences
among them, but am having trouble coming up with examples for each that are clearcutmeaning
you would clearly use one of these types over another.

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Re: Incident Management Script vs. Decision Tree vs. Template

Post  giby.varghese@gmail.com on Mon Jun 07, 2010 10:21 am

Script - Contains simple text providing information to the Initiator or Assignee that may include; 1) types of critical information to
be obtained from the Requester that should be included in the Incident, Problem, or Change Request that would minimize the
necessity for subsequent contact with the Requester to obtain additional information, 2) Suggested Trouble-shooting steps, etc.
Decision Tree - A much more structured aid that literally walks the agent through a series of questions and answers to help them
determine the type of request and/or how it should be categorized. It would be easy to miss a step in a script, since it is just text,
but hard in a Decision Tree since you have to respond to the prompts. The key between the two is the structure that the Decision
Tree provides, where the script is more of a reminder. I also see the Script and Decision Tree as training aids to help new agents
come up to speed with the process that the Service Desk uses when submitting requests. Decision trees can perform many
actions on an incident (not just categorize), based on the questions/selections, the decision tree can categorize, apply a template,
launch a script, and so on.
Templates - Templates are preset field values for a form that can be labeled and grouped by task. They make submitting the
record more efficient (speeds up the process) while providing consistency of data. For example, People Templates allow you to
have a preset configuration for a Support person with all the appropriate field settings and permissions vs. a Manager vs. a
casual user. Incident Templates would be used for common, recurring incidents like password reset, inability to print, or inability
to connect to the Internet. Change Templates would be used for recurring Change Requests like Install New Hard drive, Upgrade
Operating System, Install Software Patch, etc. Why reinvent the wheel each time you create these records, when you can select
from a list of templates to do most, if not all, of the work for you?

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