Typically major incidents are the ones that affect business-critical services, thus affecting the entire organization, and need immediate resolutions. For example, incidents can be classified as major or minor incidents based on their impact on the businessĪnd their urgency.
Some factors that influence incident categorization include the urgency of the incident and the severity of its impact on users or the business in general.Ĭlassifying and categorizing IT incidents helps identify and route incidents to the right technician, saving time and effort. Incidents in an IT environment can be categorized in several different ways. This multistep process ensures that any IT issue affecting business continuity is resolved as soon as possible. The issue, the technician offers the end user a resolution, which the end user can validate. Incident management process when enabled with the relevant automations allows service desk teams to keep an eye on SLA compliance,Īnd sends notifications to technicians when they are approaching an SLA violation technicians also have the option to escalate SLA violations by configuring automated escalations, as applicable to the incident. Once an incident is categorized and prioritized, technicians can diagnose the incidentĪnd provide the end user with a resolution. IncidentĬategorization also helps the service desk system apply the most appropriate SLAs to incidents and communicate those priorities to end users. This not only helps sort incoming tickets but also ensures that the tickets are routed to the technicians, most qualified to work on the issue. The next stage in incident management is incident categorization and prioritization. Service desk teams can publish forms in user self-service portal to ensure that all relevant information is collected right at the time of ticket creation. With proper incident management in place, collecting information about incidents is streamlined and less chaotic without having emails fly back and forth for the purpose.
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