Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: okemux
New Today: 17
New Yesterday: 34
Overall: 231555

People Online:
Visitors: 148
Members: 2
Total: 150 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Service mgt tool Categories for Incident Management
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Service mgt tool Categories for Incident Management

Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous
View previous topic :: View next topic  
Author Message

PostPosted: Tue Oct 04, 2005 7:38 pm    Post subject: Service mgt tool Categories for Incident Management Reply with quote


I'm currently reviewing my companies Incident Management tool and it has over 3500 incident categories available to choose from. This is a lot for any service Desk analyst to sort through every time they have to log an incident.

Now I know most will say the tool needs to be data partitioned but this is something we cannot do on the tool we use.

Does anyone have a list of Generic Incident categories that would be useful to implement and easy for incident trending?
Back to top
Senior Itiler

Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Tue Oct 04, 2005 11:02 pm    Post subject: Reply with quote

This 'difficulty' is more common than you might expect.

Incident classification issues come up quite a bit on this forum - and I have posted quite a few times on the topic. Quite a few of those address your question in varying ways. So I will keep this reply to a few key points. If you want you can browse my posts by clicking on the profile button below and using the 'all posts' link on my profile. I'd also suggest searching or browsing the froum for other people's past comments.

At 3.5K kinds of incidents you are going to be pressed to get accurate, fast, and consistent incident classification.

First up: Are you classifying incidents or your infrastructure? If your categories read like a schema for your CMDB - every type of component listed - you are effectively classifying 'errors'.

Incidents are disruptions to services - they are only formal 'break-fix' events after you have engaged probelm management.

Your classification should be sufficient to identify who is going to do the resoultion, what SLA based response times you are committed to, and which services have been impacted. Services, not things are the key to effective and efficient incident classification schemas.

I work in a very large ICT environment with most everything you would expect to find, and then some - and we have a quite serviceable incident management process with about 115 categories of incident classification - including those that take care of service requests and general queries.

Editorial Aside: Consultants and toolset vendors often assume customers want component based incident classification: Or see this as 'low hanging fruit' because they know their customers are receptive, and it's an easy setup option. But they should know better and advise against it - once you start down that road... well you end up with just the situation you described. Meanwhile you are not 'picking the rest of the tree' and it's value is rotting on the branches.
Back to top
View user's profile Send e-mail AIM Address Yahoo Messenger
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Miscellaneous All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.