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Incident categories and subcategories

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Incident categories and subcategories

Categorization of incidents helps in routing to the right team and saves a lot of time in troubleshooting and bringing the service to normalcy.

One of the KPIs (Key Performance Indicators) of the Incident Management process is to identify how many times the Incident is send to different teams. It also helps in analyzing the Incidents based on the classification to do proactive Problem Management which in turn helps to reduce Incidents. Proper Incident Classification is very important to identify and prioritize on which Incidents to work on first.

Using categories and subcategories also improves the clarity and granularity of report data. The following categories and associated subcategories are in the base system. An administrator can add additional categories and subcategories, and use them in assignment rules and notifications.

Table 1. Incident categories
Category Subcategory
Inquiry / Help
  • Antivirus
  • Email
  • Internal Application
  • Email
  • Operating System
  • CPU
  • Disk
  • Keyboard
  • Memory
  • Monitor
  • Mouse
  • DHCP
  • DNS
  • IP Address
  • VPN
  • Wireless
  • DB2
  • MS SQL Server
  • Oracle