Overview
- 03 May 2024
- 2 Minutes to read
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Overview
- Updated on 03 May 2024
- 2 Minutes to read
- Print
- PDF
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Classification refers to the nature of Service Requests (SRs) raised by the end users in an organization, whether the SR is a access, configuration, upgrade and so on. Classification helps to identify the SRs raised by the end users while resolving the SRs.
Difference between Service Category and Service Categorization
Service Category | Service Classification |
|---|---|
Service Category refers to the grouping or categorization of services offered by the organization. It is typically based on the nature or type of services provided. | Service Classification involves the process of further categorizing individual SRs within a Service Category based on specific attributes or criteria. |
Service Categories provide a high-level organizational structure for grouping related services together. Examples of Service Categories may include software support, hardware maintenance, network issues, access requests, and more. | Service Classification allows for more granular classification of SRs, often based on additional factors such as Urgency, Impact, Priority, or type of SR. |
When users submit service requests, they typically select the appropriate service category to indicate the general type of assistance they require. | Service Classification helps teams prioritize and manage SRs more effectively, ensuring that resources are allocated appropriately based on the criticality and nature of each SR. |
Let's explore the following use case.
Use case User Persona: Administrator | Solution |
NovaTech is facing a significant challenge in accurately classifying incoming SRs. Without proper classification, there is a risk of misrouting SRs, delays in resolution, and ineffective allocation of resources. | By configuring the Classification for SRs based on their kind, Administrator Sandra of NovaTech can prioritize SRs and ensure that they are handled in a timely manner. For example, an SR for hardware support would be classified differently from an SR for software installation. Proper classification of SRs helps to assign appropriate Analysts and Workgroups to the SR. |
Configure Classification
Add and modify details of the Classification for SRs under a Tenant to ensure effective SR handling, streamlined workflows, and operational efficiency.
To configure Classification, perform the following steps:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Navigate to Module > Service Request > Configurations > SR Masters > Classification. The Classification ID page is displayed.
Figure: Classification page - Select Tenant from the dropdown menu for which you want to configure Classification. After the selection of Tenant, the corresponding list of Classification are displayed.
Figure: Tenant selection - Click
icon to expand the menu for each Classification. It will display the list of configured Classifications. (refer the following screenshot)
Figure: Configured Classification details - Right click on any of the configured Classifications. A pop-up list with multiple options is displayed. (refer the following screenshot)
Figure: Classification configuration options - Refer the below table for the different options present in Classification configuration screen.OptionDescriptionCreate Root NodeClick this option to create a new Root Note/Classification. A new Node/Classification is created at the top of the configured Node list.Create Child NodeClick this option to create a Child Node/Classification. A Child Node/Classification will be created for the Node/Category on which you have right clicked.RenameClick this option to rename a Node/Classification.DeactivateClick this option to deactivate a Node/Classification.Set As DefaultClick this option to set a Node/Classification as default Node/Classification.Add IconClick this option to add an icon to the selected Node/Classification.Update DescriptionClick this option to update the description of the selected Node/Classification.Note:
- The Green color code indicates a default Classification. (Refer the following screenshot)
Figure: Default Classification - The Red color code indicates a deactivated Classification. (Refer the following screenshot)
Figure: Deactivated Classification
- The Green color code indicates a default Classification. (Refer the following screenshot)
Figure: Classification page
Figure: Tenant selection
icon to expand the menu for each Classification. It will display the list of configured Classifications. (refer the following screenshot)
Figure: Configured Classification details
Figure: Classification configuration options
Figure: Default Classification
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