Posted: Wed Jun 14, 2006 8:20 pm Post subject: Further Assistance Required
Hello Again, sorry to dig this one up...
We are looking at defining our incident classifications based on:
Service >> System >> Incident
Service is the service lifted from our service definitions (e.g. email services)
System is the system affected ( e.g. Outlook Exchange) regardless of server or client issue
and Incindent is the nature of the call - i.e. Login problem, client issue, Quota increase request ....etc....
We feel this structure is good but have a problem...
The problem we are having, is that the list of incidents seems too generic for some call types, but for others, we can go in to great detail.
For logging Calls relating to our student service system we have:
Student Service Systems >> JoeBloggs Student Info System >> Login Problem, Functional Issue, Connection Issue.
As for Outlook Exchange types:
Email Services >> Outlook Exchange >> Login Problems, Outlook client issues, GAL Issues, etc.. the list goes on...
So the difference between these two is that one of them shows all types of symptoms and the other is more classified in to Access problem, functional problem, connection problem.
We seek consistency in our incident types. should we have a list of all possible symptoms or have them more generic and less descript?
There are benefits and drawbacks to each , but we dont want a mixture of the two.
We are nearly there, so any advice on this would be most useful!!!
Many thanks in advance,
Paul. _________________ Paul R Baxter
IT Support Analyst/DBA
University of Leeds, UK
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