Best Practices - Incident Categorization?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-01-2013 01:27 PM
We are in the process of implementing ServiceNow here within the Org.
Within Incident, we have set up somewhere around 140 CI's with various (what we think are) basic Sub-Categories (Access, Connectivity, Error Message, Hardware, Security, Performance, Printing, Misc., Reliability, and Testing). There seems to be a lot of confusion around CI's and proper classification in that 'some are so close' that they could be categorized 3 different ways depending on how someone interprets the incident.
To make a long story short - I am wondering if there are is any documentation, white papers, articles, etc. around 'Best Practices' for Incident creation - in setting up CI's and Categories - within ServiceNow?
Thanks!
- Labels:
-
Incident Management
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-04-2013 06:07 AM
Hi.
I don't believe there is an official "best practices" for incident categorization for ServiceNow specifically but there is a really good article I like to reference at times when it comes to categorization.
http://blogs.forrester.com/stephen_mann/11-07-12-where_is_all_the_incident_classification_best_practice
It's not going to tell you categories to use or anything but it has really good tips that will steer and organization in the right direction.
I especially like "The hierarchy needs to be business not IT driven" and "Categorization should facilitate workflow and the shortening of the incident life cycle". If those two goals are in mind, you can't be too far off 🙂
