1 Reply Latest reply on Feb 22, 2012 10:23 AM by Bricktop

    resolution category/codes

    Apprentice

      Hi All

       

      We are using 7.4.  I was wondering what everyone else is doing with their resolution codes/categories for incidents?  For example, we have:

      • HW Repaired
      • No Action Taken
      • Software Adjusted/Fix

       

      Most of them are pretty high level and we do go down to details.  However, some have asked why don't we go down to more details such as HW-Motherboard replaced, or SW-Registry changed.

       

      As I understand it, it's better to keep the categories at a high level and try to leave the least amount of interpretation as possible to get good consistent reporting.  However, if more details are needed, where and how should we code the details?  Is it better to add to the resolution category or is it better to add another field/object?

       

      Thanks

        • 1. Re: resolution category/codes
          Apprentice

          Hey Jack,

           

          I guess it really all depends on if you're going to do any sort of trend analysis and to what degree. If you're not going to do any then recoding this information is pretty pointless, but if you are then you need to decide how much information is relevant for your actual needs. If your going to use trend analysis for identifying problems for example you will need the relevant level of information. My organisation supports hundreds of applications and looks after many many servers, physical and virtual so for us, this stuff is very important although going down to too fine a level will just cause you more headache for no real benefit.  Examples of our resolution categories are:

           

           

          ProjectUpgrade Complete
          ProjectRefer to Project
          Desktop FaultsBlackberry
          Desktop FaultsEncryption
          Desktop FaultsOperating System
          Desktop FaultsPrinter
          Desktop FaultsPrinter (labels)
          Desktop FaultsVPN Tokens
          Desktop FaultsLaptop
          Desktop FaultsReimage
          Desktop FaultsAnti Virus
          Desktop FaultsSoftware
          Desktop FaultsSoftware
          Desktop FaultsCOW
          Desktop FaultsPeripheral
          Desktop FaultsZEN
          Desktop FaultsPC
          Desktop FaultsSoftware Upgrade
          Systems'enter system name here'
          NetworksVPN
          NetworksInfrastructure
          NetworksHardware
          NetworksVideo Conferencing
          NetworksIP
          NetworksUser End
          NetworksWireless LAN
          NetworksFirewall
          NetworksPatching
          ServersShared Drives
          ServersAV
          ServersHardware
          ServersAdmin
          ServersSystem / Server Down
          ServersSoftware
          ServersGroupwise
          ServersDatabase management
          ServersBackup / Restore
          PowerProvider
          PowerLocal
          PowerUPS
          PowerSite
          User ErrorDidn't follow correct process
          User ErrorSkills gap
          TelecomsOrders
          TelecomsFaults
          TelecomsSystems
          TelecomsVoicemail
          TelecomsMoves & Changes
          EcommsProject initiated
          EcommsService restored
          EcommsChange actioned
          EcommsFault fixed
          EcommsReferred to customer
          EcommsQuery answered
          EcommsAccount created/password issued
          Learning   & Development
          Learning & DevelopmentMS Access
          Learning & DevelopmentMS PowerPoint
          Learning & DevelopmentWindows
          Learning & DevelopmentMS Publisher
          Learning & DevelopmentCourse Enquiry
          Learning & DevelopmentEmail
          Learning & DevelopmentProject Management
          Learning & DevelopmentInternet
          Learning & DevelopmentMS Word
          Learning & DevelopmentMS Academy
          Learning & DevelopmentFile Management
          Learning & DevelopmentMS Excel
          Learning & DevelopmentMS Visio
          Learning & DevelopmentMS Project
          Learning & DevelopmentNHS Elite
          Learning & DevelopmentBusiness Skills
          Learning & DevelopmentBasic Skills

           

          I've only included our generic stuff in this list and I've also removed our System names as there is just far too many of them. What this does is lets us look at our calls historically to find patterns or trends of a particular type of incident and then investigate the root cause (Problem Management) if something starts ringing alarm bells, and try and prevent them from reoccuring. If you haven't already you might want to study up on ITIL.

           

          Regards

           

          Bricktop