Process start
Classification and initial support
Incident classification and initial support
Description
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).
Comment
The input is:
- recorded Incident details
- configuration details from CMDB
- statement, whether the Incident is already known or not.