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Updated on 26 Jun 2024
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Classify, Simplify, and Resolve: Making ITSM Problem Management a Breeze!

In Problem Management, classification refers to the process of categorizing and organizing problems based on their characteristics, impact, and other relevant factors. It involves identifying the nature of a problem, assigning it to the appropriate category, and applying a consistent classification scheme across the problem management process. Problems can be classified based on their Impact, Urgency, and Priority to determine the order in which they should be addressed. This helps in allocating Problem Record Type and resolving critical issues promptly.

User Persona: Administrator

The following graphic represents the actions that can be performed to create and manage classification for a problem record.

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

NovaTech IT department is experiencing frequent network connectivity issues reported by various users stating the impact to be major, they wish to streamline such problems.

Administrator creates a Classification for Network related problems which helps in prioritizing incidents based on their impact and urgency. By categorizing and classifying incidents, problem management teams can determine which problems require immediate attention and allocate resources accordingly. This ensures that critical incidents receive prompt resolution, minimizing the impact on the business.

To configure Classification in Problem Management click on the following link:

Configure

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Configure Classification