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Incident categorizationPart of the initial logging must be to allocate suitable incident categorization coding so that the exact type of the call is recorded. This will be important later when looking at incident types/frequencies to establish trends for use in Problem Management, Supplier Management and other ITSM activities. Please note that the check for Service Requests in this process does not imply that Service Requests are incidents. This is simply recognition of the fact that Service Requests are sometimes incorrectly logged as incidents (e.g. a user incorrectly enters the request as an incident from the web interface). This check will detect any such requests and ensure that they are passed to the Request Fulfilment process. Multi-level categorization is available in most tools – usually to three or four levels of granularity. For example, an incident may be categorized as shown in Figure 4.3. Figure 4.3 Multi-level incident categorization All organizations are unique and it is therefore difficult to give generic guidance on the categories an organization should use, particularly at the lower levels. However, there is a technique that can be used to assist an organization to achieve a correct and complete set of categories – if they are starting from scratch! The steps involve:
If an existing categorization scheme is in use, but it is not thought to be working satisfactorily, the basic idea of the technique suggested above can be used to review and amend the existing scheme. NOTE: Sometimes the details available at the time an incident is logged may be incomplete, misleading or incorrect. It is therefore important that the categorization of the incident is checked, and updated if necessary, at call closure time (in a separate closure categorization field, so as not to corrupt the original categorization) – please see paragraph 4.2.5.9. Date: 2014-12-29; view: 1334
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