I'm looking to implement ITSM in a two-man IT department. We have a web-based workflow system where five request types have been defined that end up in our department. The rationale behind the division of the request types is basically for categorization, but the users often don't understand which request type to pick.
I'm planning to simplify the system by making only one request type visible to the users and then we will change the type if necessary. But instead of separating by technical area (the current request types are Computer Support, Web Support, ERP Support, CRM Support, and Analyst Support), I think it would be better to separate into Incident, Problem, Change Request, and Service Request. The old way of categorization will be replaced by linking each request to a project which represents the associated service, and this will be done by us instead of the users.
Now, our workflow system displays all the requests assigned to you in one giant list. It is possible to customize the fields which are displayed so that you could see which are incidents vs. change requests. I have been considering writing my own front end to list each request type in a separate grouping on the screen. This made me wonder about prioritization of requests. Each request is assigned a priority between 1 and 5, so a Priority 1 Change Request is more important than a Priority 3 Change Request. But is a Priority 2 Incident more important than the Priority 1 Change Request because it's an incident? Because there are only two of us in the department, I don't think we can be working on change requests while an incident is happening. I've always been of the opinion that you should fix things that are broken before building anything new. Or am I out to lunch on this? Should we be ignoring the request type and working based off the priority level alone?
If I am heading down the right path with prioritizing all Incidents ahead of everything else, how should I prioritize the other request types? My initial inclination is to do Service Requests next because I expect them to be fairly quick, followed by Change Requests and finally Problems. However, I'm slightly concerned that by putting Problems last, they will never be investigated. Maybe the order should be Incident, Service Requests, Problems, Change Requests?