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Posted: Sat Apr 12, 2008 7:04 pm Post subject: Service Categories
We're an IT service provider and are updating our systems. I am struggling with how to set up our Catalog and Categories (We are not using Catalog yet).
I currently have categories (hardware, software, IMAC, Network) and subcategories (eg Software > MS Office > Word or Hardware > Printer > not printing etc).
We also have self service for our managed clients as well as for internal customers.
I am not convinced that this is the most effective structure. Are there any other service providers who are willing to share information?
I remember when our tool vendor came in with their ITIL gurus. I think we spent close to a week on this categorization / classification stuff. Know how many reports have been run on off that data element in the past year? ZIP.
Whatever choice you make, always view it through the following two filters?
1) Does this reflect calls we actually take?
2) What questions do I want this data to answer for me later?
no what you have is not enough. You need to identify IT systems and Business services and build from there - both of these will have different categories - the ones you mentioned are generally for IT Systems. _________________ Mark O'Loughlin
ITSM / ITIL Consultant
a very good thread regarding classification/categorization:
but some additional notes recapped or stressed here:
1) the technician logging the call may not know if its a "software" or "hardware" problem even through initial investigation and diagnosis. so don't get too granular or specific there.
2) tools have a variety of fields to support classification of incidents, and not just the standard 3-4 tier'd category codes they come with. Generally you have service type, service, relational items that can aid in classification as well. Determine what fields can/should be used for what purposes.
I suggest reading the information in the link above.
1) the technician logging the call may not know if its a "software" or "hardware" problem even through initial investigation and diagnosis. so don't get too granular or specific there.
Thats why I usually rig the tool to make classification mandatory to close the ticket, rather than on creation.
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