Page 357 - ITIL® Foundation 3.15

Categorization - Common Set of Categories
By using the same categorization as Incident Management, all associations
between
incidents (one or
Location impacted
Service impacted
OR
Database impacted
System impacted
Application impacted
Application impacted
Server impacted
Disk drive impacted
more) that
appear as
symptoms of the
problem are able
to be
automatically
identified...One
problem is then
associated with the 100 instances where the problem has caused 100 incidents.
Categorization is the one of the most important tools that problem management uses to identify commonalities and exclusions across problems existing within the organizational infrastructure. By identifying where an incident has occurred and where an incident has not occurred within the same CI baseline set, problem management looks to understand what the actual root cause of the incidents were. If this root cause can be identified, then it can be determined what effort is needed to remove the root cause, or even if removal is possible.
This graphic represents categorization examples. Each organization must decide what categories to use and what level (depth) of categorization to implement. Categorization should always be multi-level to remove the temptation to always choose the first category in a list, or to always choose “other”.
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.