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.
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