Page 330 - ITIL® Foundation 3.15

Incident categorization
Incident prioritization
Major incident procedure
Yes Major incident No
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Incident Categorization
Incident categorization identifies type of incident
• Important for establishing
trending for
• problem management • supplier management,
etc Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Multi-level categories typically flow to 3 or 4 levels
• Make categorization easier / more standardized
Initial diagnosis
Location impacted
Service impacted
OR
Database impacted
System impacted
Application impacted
Application impacted
Server impacted
Disk drive impacted
Category Op,ons
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