Posted: Wed Nov 24, 2010 9:25 pm Post subject: Categorisation/Closure codes
Wondered if anyone can provide any advice.
Categories/SLAs for new jobs need serious review
Implement close codes to allow better reporting etc
Do we need categories for failures, if we have closure codes?
Can anyone provide me with a totally anonymous set of logging categories and/or closure codes? We have no starting point and there are 15-20 people all with different idea.
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Thu Nov 25, 2010 12:40 am Post subject:
categories/SLAs/closure codes... it all gets a bit confused.
Getting even more ideas from here will only confuse matters more. You won't even know how well those suggested actually work where they are currently used never mind if you can transplant them successfully.
What you need is "fit for purpose" and the starting point is to understand purpose. That is John's message.
I'm guessing we are talking incidents, but it may be that you mean service desk calls. That would give one level and dimension (e.g. request for information/request for assistance/request for change/reporting incident - please note the e.g.).
Within incidents you may want to structure information concerning affected services/hardware involved/software involved/skill and knowledge sets involved/external factors/other stuff. You may also want to analyse information concerning causes and resolutions.
You may want to use this information to direct resources at resolution/to enable an assessment of the "health" of your service management system/to support problem management and improvement initiatives.
The point is no one can offer useful detail without knowing your purpose and environment.
My suggestion: do two things at once. Work out your purpose(s) based on overall objectives and policies, and take a look at each of your 15-20 sets of ideas and ask what purpose(s) each will serve (it's not how I would have started, but you might as well use what you have as a stimulus). Then firm up your purpose(s) and identify what classes of information,at what level of detail will do the job for you, whether these are among those already suggested or not. _________________ "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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