IT service process
Incident classification and initial support
Service Desk function
Description
Referenced process
Incident classification and initial support
Description
Incident classification aims to determine the Incident category to facilitate monitoring and reporting. The more extensive the classification options, the better. However, this also demands a higher level of commitment from personnel. Sometimes it is attempted to combine several classification aspects in a single list, such as type, support group and origin. This is often confusing. It is better to use several short lists.
Issues relevant to classification are: Category, Priority, Service, Support group, Timelines, Incident reference number and Workflow position (Status).