It can also be marked by letters ABCD or ABCDE, with A being the highest priority.The most commonly used priority matrix looks like this:I… For example, considering a Service Request for help and guidance about a software application, a well-formed classification might be (using ITIL taxonomy):Now compare how CTI (noun-noun-verb) might write such a work request (using CTI taxonomy):In comparison to CTI, note how the ITIL taxonomy clearly defines the work required of the organization (Service Request, not a Fault), helps the Service Desk agent or subsequent workers know what actions must occur (Help User, nothing to repair), and finally what specialist should engage (Desktop Application).
For this type of navigation we need to organise this large list so that our lower tier of categories are easy to find. Overloading classification with too much technical direction reduces the effectiveness of classification to improve workflow and IT efficiency.Users only report symptoms relevant to their usage of the service, for example, "unable to print from a Word processing application." The following categories and associated subcategories are in the base system. However, if you want to make it even more specific, you could also pursue the following order: USA (parent category) > New York (subcategory and parent category of New York Deals) > New York Deals (subcategory).Now that we’ve explained the difference between parent categories and child categories (subcategories), let’s take a look at some tips.Before you decide on the categories you’re going to add to your website, it might be best to take a look at your post frequency. The World's #1 WordPress Theme & Visual Page BuilderPreview 110+ Premade Websites & 880+ Premade LayoutsThe World's #1 WordPress Theme & Visual Page BuilderThe perfect theme for bloggers and online-publicationsHarness the power of Divi with any WordPress theme.In this post, we’re going to show you some best practices for using the subcategory feature that’s provided by WordPress. Depending on the scope of the organization’s service management, here are a few examples of category trees: The depth of the category tree should be revised periodically and changed according to organization needs. Consider another ITIL example, this time for a user with an application problem (using ITIL taxonomy):Note how the classification describes what the user cannot do, not what the agent thinks the support group has to repair. Initial support is determining what type of support the customer or user requires. An administrator can add additional categories and subcategories, and use them in assignment rules and notifications. Make … Finally, CTI almost pre-assumes an understanding of root cause and thus where to route the Incident, while ITIL aids routing without trying to diagnose root cause.Those who favor the CTI approach are usually quite technical. There are three levels to the tree structure. Classification necessarily becomes more refined as the Incident progresses and more is learned via the Investigation and Diagnosis activities.Classification schemes and their strategies for establishing types and categories will vary from organization to organization. The next level within your categories, and thus your first line of subcategories, will be aimed at a niche. Consistency is very needed when you’re blogging. Note the separate category for non-user reported Incidents – Technical Incident. With that in mind, we have put together a massive list of web design blogs that can keep your brain fed for the entire year.
But CTI quickly becomes problematic when the workflow is not well known.For example, how might a Service Desk agent know the "Database" category required a type called "Oracle?" Our example above may change to Desktop Software | Microsoft Work | reinstalled. By following the different tips that are provided, you should be able to create a nice hierarchy of your categories that your visitors will find easy to follow. The other role is in the other half of the system for generating reports.This means the categories need to cover all areas for better report results. The answer is that they can't and don't have to...How do you implement Incident classification? Categories are the basic building blocks used to organize your customer service software.Choosing the wrong categorization strategy will have repercussions throughout your customer service or help desk team, from inefficiencies in assigning requests to inability to accurately report on the types of requests you’re receiving. Hardware: Workstation, printer, monitor, router, PBX, phone, etc. The problem compounds when vendors promote classification schemes designed for knowledgeable technicians and not service desk agents.The basics of classification have been presented in previous articles (see below for links). That’ll only complicate things for the visitors.To show you the role of subcategories, we’re going to continue by following the same example as in the previous part of this post; a travel blog.If you’ve decided to go with geographic location for your parent categories, you can choose to continue that road and go even more in depth. Note the separate category for non-user reported Incidents Technical Incident.After establishing the first element, "Type," the next element, "Category," changes based on the Type. Now you begin to see why classification is one of the most frequently asked practitioner questions, and why CTI may not be quite right for everyone approaching Incident classification.Classification and Initial support is just for that reason initial support.