8 Steps to Better Incident Classification

A Simple Classification Scheme

As I mentioned before, configuration items should form the basis for incident classification. There are two basic methods available: you can classify incidents based on the system or service under question (e.g., “email”); or you can classify on the physical configuration item (e.g., “workstation”).

You could start using physical configuration items and, as you mature and document services using a service catalog, you could expand to include services.

Regardless of classifying on service or configuration item (CI), you should include at least the following three fields: Type, Category, and Sub-category.

The type field helps concentrate the required support, and often aids in prioritization as well. There are three basic types in the ITIL: Fault, Service Request, Assistance Inquiry.

After identifying the type of incident, the category is used to select a technology domain. When setting up your categories try to keep them to as few as possible.

If you are going to have a system based on classification of physical CIs then a simple list of ITIL CI types works well. The ITIL describes the following categories: Hardware, Software, Network, People, Process, Accommodation, and Documentation.

The Sub-category field specifies more detail. Entries will be quite specific to your organization and less generic than type or category. Again, it is best to start with a small list. Following are some examples: