IT Best Practices

[DLJ]

I'm not sure how my search for follow ITIL gurus became a programming thread but hey ho, if you can't beat 'em, join 'em...

I once set up a help desk system with the following levels of urgency for Incidents:

Critical
Urgent
Normal
Trivial

To this day, I don't think anyone noticed.

My bad.

Either everything will be critical, or everything will be the default value you've setup.... I'm guessing Trivial, no?

I think that 'normal' was the default.

I only put 'trivial' in there because the system had predictive text so the agents only had to type the first letter.

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I am Cisco Network Administrator for the government. The unit I work does not use ITIL for some reason. I do have the certification as well as many others in the IT field.

I wonder where that is.

Can't be Singapore, HK, or Australia. I have taught Cisco staff in those places.

But then, don't know if means...
a) Cisco qualified NA working for an undisclosed government agency or
b) Cisco NA working for Cisco on an undisclosed government contract outsourced to Cisco.