Incident category design - Banking

[fbjhartmann]

Greetings all,

I have worked with 2 other incident management systems and each time it has been a struggle to properly define a category set around incidents in a banking technology environment.   One challenge for us is we piped both Incidents and Service Requests through the same channel which created a much larger category set.   Now that we are splitting those requests back out to the channels they belong in ServiceNow, I'd like to pick your brains on a good working set for Incidents.   Any suggestions are most appreciated!

[ChrisPope]

Jeremy,

Thanks for asking this question, its a hot topic and one that tends to get quite emotional. I have been working with many customers and decided to put the attached document together to help set some framework or rules around this.

I hope this helps.

Chris

[ptorney1]

Jeremy,

Are you looking at a tiered categorization or flat (single field) classification?   Any insights you currently have may help shape replies.   Let me know if you are attending K15, would be happy to discuss in person.

Patrick Torney

GE Capital

[fbjhartmann]

Hey Patrick.   Sorry been a blur of implementation and K15.   Since we are starting with incident management at go-live, we are taking some of our structure over but will be reviewing it monthly.   We are going with a 2-tiered structure initially leveraging some of the OOB from ServiceNow.   In addition, we are going to look at CMDB in our next roll-out phase as it is clear that we need to utilize that in order to simplify the Cat-SubCat structure.