Best practices - case studies
I would be great to hear of how you are using SDP. While there is lots of information on how to do something in SDP there is much less on high level best practices.
While we are evaluating version 8 we don't want to make our setup overly complicated and confuse our staff unnecessarily (multiple sites with techs in more than 1 site for example).
Currently we are testing various scenarios to decide how to best use the tool to meet our needs. For example we have different departments within our IT group with various responsibilities (help desk, desktop support, server admins, web team, etc). Questions I have are:
- How do you set up SDP? Do you use sites or technician groups?
- If you use technician groups how to you apply different business rules/SLA's as these are not group based?
- If you use sites how do you handle tickets that require more than 1 dept to get involved?