Overview

Updated on 13 Sep 2023
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Organizing IT Solutions for Smoother Operations!

A Category in a work order refers to grouping specific type of issue or request that users may encounter while using IT services. Categories in a work order are essential in the ITSM application as they help in the efficient execution of a workflow. Categories help in providing high-quality IT services and maintaining a well-structured IT support system.

User Persona: Administrator

Figure: Category Benefits

Using categories in work orders, the IT department optimizes its ITSM process, improves response times, enhances communication, and ensures better alignment between IT support teams and the needs of the organization.

Let's explore the following use case.

Use Case
User Persona: Administrator

Solution

A large IT department of ACME company manages various types of IT-related requests and incidents from employees across the organization. To streamline their IT service management process, they are required to implement a robust ITSM platform.

In order to achieve this Fredrick the administrator configures work order with categories that enable the analysts in the IT department to categorize the issues while creating a work order.
Fredrick starts by defining specific categories for different types of work orders based on the nature of requests they receive. These categories include the nature of the issue related to Hardware, Software, Network, Password, and so on.

When employees face IT-related issues, they submit Work Orders through the ITSM platform. As part of this process, they are prompted to select the appropriate category that best describes their problem.

To learn more about the work order configuration refer to the following link:

Configure

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Configure Category