IT Service Task - Categorization

[ScottG_SN]

Within the ServiceNow Leading Practices team, we're often asked for advice on categorizing/meta-tagging IT service tasks (Incidents, Problems etc.).

Today i'd like to share with you a quick reference guide/example maturity model we've put together to help you approach categorization as you mature on your ServiceNow journey.

Here are some golden rules i'd also suggest:

1. Keep it simple - less categories are better; less barriers to raising tasks is always a good thing
2. Review regularly - make someone accountable for reviewing the category list regularly. Have process leads sign off on changes. Ensure you have an other category and review tasks raised under this category on a schedule to ensure you have continual improvement of the category list
3. Automate - more meta data is always a good thing. It provides extra dimensions of visibility to help you make the right decisions, however ensure you're using the power of the Now platform (via predictive intelligence, CI relationships, service mapping) to automate the collection of this data as much as possible
4. Use what works - your organization is unique. Harness the data that works for you to help improve your services and products.

We hope this is helpful information, and we welcome your views, experience and feedback!

Scott