30+ Categories in Incident Management

kathymorris
Tera Contributor

‎01-31-2025 08:41 AM

Hi All,

 

In Incident Management, we have approximately 30 categories. The applications are in the Category field.

Is this an issue that we have 30 categories? I was always told to keep the categories at around 8 for performance, maintenance etc. What is the best practice? Am I missing something? Has something changed? Are 30 categories ok in Incident Management? 

 

I have my own thoughts around this. However, I would like to know from other SMEs what kind of impact this can have? 

 

For example:

Category: SAP

Subcategory: Access Issue

 

Best,

 

Kathy

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎01-31-2025 08:44 AM

Hi @kathymorris 

Yes, please keep the category value between 8-10. This is considered best practice and is also mentioned in the ITSM training ebook. It's easier to maintain when the count is lower. If there are more, we should create a reference field.

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