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Incident classification and initial support and the activities carried out by service desk staff to determine how to work or route an incident for resolution. The IT Infrastructure Library (ITIL) covers classification very well. There are numerous checklists and samples available and most service management systems offer built-in assistance with classification. Still, many IT organizations struggle with classification. This is evidenced by the number of incidents coded as "Unknown" or "Other." This means that classification has failed; leading to more downtime and decreased service quality. There are several relatively quick and easy fixes for this problem, and this paper describes 8 simple steps to improve incident classification.
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