If you work in an IT Support organization that leverages the IT Infrastructure Library (ITIL) concepts, you may find yourself managing any number of complex tasks and struggling to Get Things Done. As a fan of David Allen's GTD method, I found that I had to slightly adapt GTD at work so that it fit my workstream more appropriately.
This eHow article shows you how to effectively setup your GTD workstream in OneNote so that it seamlessly integrates with ITIL concepts.
Things You Will Need* OneNote * Outlook * A strong desire to get things done!
Step 1On your Computer, open Microsoft OneNote. You'll notice it starts with pre-made notebooks already loaded (work, personal, etc). If you prefer to start fresh, close all the pre-existing notebooks by selecting FILE, CLOSE THIS NOTEBOOK. Next, choose FILE, NEW, NOTEBOOK to create your new GTD/ITSM notebook. Using the "Blank Notebook" template, create the following Notebooks: ITSM and Archive
Step 2In your ITSM notebook, create the following new sections (by clicking FILE, NEW, SECTION): Interactions, Incident Management, and References. Next, create the following Section groups (by clicking FILE, NEW, SECTION GROUP): Problem Management, Change Management, and Configuration Management. Within each section, you will add a new page for each task (Interaction or Incident) you work on. As these types of tasks are generally short in nature, a single page in the notebook should suffice. This is the same for the reference section, as you want to keep items for quick reference and shouldn't need more than a single page per item. However, within each section group, you'll be tracking items which align more with the "project" thinking in David Allen's "Getting Things Done." I suggest you add a new "Section" within a Section Group (Problem Management, Change Management, etc) for each particular Problem/Change/etc you will be working on. I recommend your first page in each section is your "next actions" list, with subsequent pages where you keep any and all items related to the project. For example, I would keep a page containing any emails and/or documents, a page containing recommendations from 3rd party vendors, a page of my findings/research, etc. This keeps everything in a tightly contained area for quick reference and work.
Step 3Begin stepping through David Allen's process detailed in "Getting Things Done." As you have new things come in, you can quickly type CTRL+N to type a new note (which gets filed into your "Unfiled Notes" section). This becomes your "Inbox" where you can store pages prior to filing them in their appropriate sections.
This article should help you understand how OneNote can increase your effectiveness with IT Service Management (ITSM).
Tips & Warnings* The use of Tags in OneNote can help you note which items need followup, and quickly find them when you preview the list of tags. * When you're looking for information, utilize the search feature within OneNote. It will scan across all your notebooks/sections/pages to find the information you're seeking. * You can easily add Outlook Tasks and Appointments from within OneNote. This can help if you need to manage tasks which are time/day sensitive.
WARNINGS: * OneNote will be included with all versions of Office 2010. If you are cost conscious, you may want to wait until you purchase the upgrade to Office 2010 rather than purchasing OneNote 2007 for your current version of Office.