Category/subcategory in incident

[Earl L]

We're working on configuring incident management for our go-live. The category/subcategories that are setup with the OOB configuration aren't necessarily what we want to use for our production site. I'm suspecting others are in similar circumstances.

My question is sort of a poll I suppose. So here goes; how many people stick with the OOB category/subcategory lists when they go live with IM?

And then, if you're not using the OOB category/subcategory lists, what are you doing? Are you revamping the whole thing? Or just making a few tweaks to make it suite your needs? Are your lists long/extensive or short/sweet?

Hopefully you get the gist of my questions. Feel free to respond however you feel appropriate. Thanks.

Earl

[dvientos]

Earl,

We are in the same place you were when you initially posted this item. We are trying to determine if we can utilize Incident Management just using the OOB functionality and restrict changes to the category and subcategory fields to reflect our environment. We don't have a 6 figure implementation budget to hire a firm to do the whole processes analysis, business analysis, ITIL review, etc and then implement a custom Incident management process for us within Service-Now. Our current IM process looks to match up what is OOB.  

So 4 months later how did it work out for you? What did you do with categories and sub-categories? Are you just using OOB functionality?

Thanks,

D.

[ntate]

I encourage you to meet with your IT leadership team and determine their reporting requirements.   Once you determine what they are expecting to see from IM, you can then back into what you need on your IM form.   I found that the reporting is so robust, post our launch it was expected that the reports would provide the holy grail of visibility.   If your meta data, like category and sub category don't support your reporting requirements, your executives won't view the reporting module as robust.  

Also, if you can create a methodology around the category sub category and make sure each assignment group utilizes the same methodology to define out what those are, the reporting will be 110% better and more consistent.

[Slava Savitsky]

We have four categories:

• Incident
• Service
• Information
• Feedback

Each category has its own set of subcategories that are numerous and sometimes not very logical.

[michael_gouge]

How do I categorize an incident as Incident, Request for Information, or Complaint as Mr. Holden indicated on Nov 14, 2013 to be possible?

The Istanbul demo instance includes these category values:

Inquiry / Help
Software
Hardware
Network
Database

Our Fuji instance includes these category values:

Request

Inquiry / Help
Software
Hardware
Network
Database

[arielgritti]

Hello

We did have the same doubt.
We don't take the category/subcategory OOTB.
We re-classified all the category/subcategory of our indicents.
Our is a large list of them and it's a litle problem.

In few time we will upgrade to kingston and try to test the new automatic functionality of incident's classification 

I hope my answer has been useful

Ariel

PS: Please mark my answer correctly or helpful if I have helped you. Thanks