incident logging and incident categorization

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Joined: Sat Feb 02, 2013 7:00 pm

Tue Feb 12, 2013 5:35 pm

My question is about the two activities of incident management process: "incident logging" and "incident categorization".
In the activity of incident logging,we should store informations such as date,time,impact,urgency,incident categorization...
So my question is what should i do in the activity of "incident categorization" if i have already assigned a category to the incident in "incident logging"?
I hope that my question was clear :oops:

thanks :roll:

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ITIL Expert
Posts: 1894
Joined: Mon Mar 03, 2008 7:00 pm
Location: Helensburgh

Fri Feb 15, 2013 5:09 am

They are not serial steps. An incident can have several categories to do with how it is described, what infrastructure it affects, what services it affects, who should deal with it, etc. etc. I can have different opening and closing categories, reflecting the difference between perception and reality.
"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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