Categorisation/Closure codes

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tracemul
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Wed Nov 24, 2010 6:25 am

Hi All,

Wondered if anyone can provide any advice.

Current Situation:
Categories/SLAs for new jobs need serious review

Plan:
Review categories/SLAs
Implement close codes to allow better reporting etc

My questions:
Do we need categories for failures, if we have closure codes?
Can anyone provide me with a totally anonymous set of logging categories and/or closure codes? We have no starting point and there are 15-20 people all with different idea.

Thanks, Trace


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tracemul
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Wed Nov 24, 2010 6:27 am

somehow i created it twice - so deleted the first one - my bad!
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UKVIKING
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Wed Nov 24, 2010 6:52 am

These were posted in another discussion about the same thing or similart


1D10T - Operator Error
5W5H1T - Software error
HW5H1T- Hardware error
N3T5H17 - Network error

There are no official codes for anything. It is up to you to make them up and make them relevant
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Wed Nov 24, 2010 9:40 am

Trace,

categories/SLAs/closure codes... it all gets a bit confused.

Getting even more ideas from here will only confuse matters more. You won't even know how well those suggested actually work where they are currently used never mind if you can transplant them successfully.

What you need is "fit for purpose" and the starting point is to understand purpose. That is John's message.

I'm guessing we are talking incidents, but it may be that you mean service desk calls. That would give one level and dimension (e.g. request for information/request for assistance/request for change/reporting incident - please note the e.g.).

Within incidents you may want to structure information concerning affected services/hardware involved/software involved/skill and knowledge sets involved/external factors/other stuff. You may also want to analyse information concerning causes and resolutions.

You may want to use this information to direct resources at resolution/to enable an assessment of the "health" of your service management system/to support problem management and improvement initiatives.

The point is no one can offer useful detail without knowing your purpose and environment.

My suggestion: do two things at once. Work out your purpose(s) based on overall objectives and policies, and take a look at each of your 15-20 sets of ideas and ask what purpose(s) each will serve (it's not how I would have started, but you might as well use what you have as a stimulus). Then firm up your purpose(s) and identify what classes of information,at what level of detail will do the job for you, whether these are among those already suggested or not.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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