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ITIL :: View topic - Incident categories
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Incident categories

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Joined: Dec 12, 2007
Posts: 6

PostPosted: Tue May 20, 2008 4:48 am    Post subject: Incident categories Reply with quote

Hi everyone;

Today we use a tool where we manage 5 Incident categories, among them is Network.
Now, we have a new group under our support structure, which manages Telephony and Voice services. They don't like the category Network because they find it too general. They propose a category called Voice.
My point is that categories must be mutually exclusive. Thus Voice and Network can't be 2 different categories.

I proposed to stay with the Network category.
Does anyone have any idea of a new category to encompass Telephony and Voice Services, or any suggestion for a solution?

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Senior Itiler

Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Tue May 20, 2008 4:33 pm    Post subject: Reply with quote


categories have to be real and useful to you. Are there benefits in having a separate category for telephony? If so, then do it.

Stop worrying about the names.

The important point is for people to know what they mean within your organization. It sould be easy enough to change network to data and create voice at the same time, or to set them up as two sub-categories under network.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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Joined: Jun 04, 2007
Posts: 3

PostPosted: Sun Jun 22, 2008 9:43 am    Post subject: Reply with quote

Dear Diarmid,

You can put the name that wants since you knows classify them in the correct way in Service Desk, because it will get like this to attribute differentiated SLA´s.
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Senior Itiler

Joined: Jan 20, 2006
Posts: 172
Location: England

PostPosted: Tue Jun 24, 2008 4:09 am    Post subject: Reply with quote

If you are set on all having it under one umbrella then breaking it down at the next level you could do:


Though this would have an impact on any previously categorised calls so pragmatically it may just be easier to add in what they want. At the end of the day, as long as the incidents are classified correctly so that you can report and analyse against them - what's in a name?
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