Posted: Mon Mar 25, 2013 4:44 pm Post subject: ticket categories definition
our ticketing system contains among others, 2 categories (General IT problem and Infrastructure) which i have to write a definition for. I have to write a guide for users, what issue belong to which category. Doest ITIL have any kind of explanation, or can you help me from your experience, how should i define these categories for users to choose when creating tickets..? What issue is General IT problem and which one is Infrastructure related..?
Joined: Mar 04, 2008 Posts: 1892 Location: Helensburgh
Posted: Mon Mar 25, 2013 6:04 pm Post subject:
Ask the people you bought the system from. ITIL does not presume to define your categories.
More usefully define your own categories to suit your own information needs and change the system to your categories.
At face value these two default categories do not cover all the bases and are not suitable for end users who often won't know if an incident relates to infrastructure 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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