Overview

Updated on 13 Sep 2023
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Simplify solutions with classification by organizing complexity and enhancing efficiency.

Classification in a work order refers to a further level of granularity used to categorize and describe specific attributes or characteristics. While it provides a high-level grouping, offers more detailed information about the specific nature of the work being requested or the issue being reported.

User Persona: Administrator

Figure: Classification Benefits

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 which is pre-configured with categories in order to classify the issues.

In order to achieve this Fredrick the administrator who has configured work order categories based on the nature of issues, configures Classification with values that relate to the Categories. The categories which include the nature of the issue related to Hardware, Software, Network, Access, and so on are now configured with more details about the respective Categories as follows:

Server and printer issues for Hardware related, installation and maintenance for Software related, installation and restore for Network related, and Grant and Revoke for Access related can be selected.

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 and Classification that best describes their problem.

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

Configure

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Configure Classification