Randy TerrySR IT Manager \ Project ManagerPMP \ ITIL Certified

What is this about?

Category Schemas make up the foundation of Service Desk software. Those that are created correctly can greatly enable an IT team’s support efforts. Created poorly will lead to abandonment of the service desk and upset customers.The author came upon this subject matter several years ago. At that time there was no guide, no sample lists, very little sound advice, and an abundance of useless information. Following is his top items to consider when creating your Category Schema. It’s not meant to be a full guide.

Some reasons why it is important?

Root foundation that service desk is built onKPI’s arise from themEnables the ability to determine trendsProvides top time commitmentsProvides top servicesWhat should be addressedWhat should be automatedDetermines routing to resolver group

Not enough detail and thought -> ROI loss

Disgruntled IT staff \ Users

Not used

Too much detail \ levels ->Disliked

Time intensive for service desk, levels 1-3

Not used

Correct amount of detail, thought, and levels ->

Stream lines or automates intake

Efficient handling of intake, work, and closing

Meaningful KPI’s, Dashboards, and reports

Happy IT staff and users

Sorry there is No one Schema for allIndustries

Company Size

User needs

Operational Incidents

Operational Service Requests

Resolutions

Product

Throw a wide net of inclusionEngage all of IT areas or SD departmentsUse spreadsheet to create and manage laterDefine and discuss incidents vs service requestsUnderstand how categories are used in your service desk system

How many categoriesHow many levels offered

Refrain from using MISC or OTHER categories!!Think of Common terms, accurate entry, report abilities when creating.

Answers the ? “What will you repair, add, replace, remove, modify”. NounsTypically has 3 Tier levels, Product Name, ManufactureDetailed - List them all! - CMDBTier 1: Root Level \ GeneralTier 2: Usually UnitTier 3: Usually componentProduct Name: Actual product nameManufacture: Manufacture name

Tier 1 Ex: Hardware, Software, Service

Tier 2 Ex: Usually Unit

Tier 3 Ex: Usually componentTier 1 Tier 2 Tier 3 Vers Product Name Manuf Na

Hardware Handheld 5S iPhone ATT Apple

Hardware Laptop Computer Latitude E6400 Dell

Hardware Printer Laserjet 8000 HP

Hardware Server Server ProLiant BL460c G1 HP

Service ATT Circuit T1

Software PC/Client Productivity 8 Acrobat Adobe

Software Web Application Sharepoint 2003 Microsoft

Determine tracking of Incidents and Service Requests in system.

Incident only

What broke is translated to what is neededBroken blue screen is Repair Computer

Typically 3 Tier levels allowed, may not use all

Strategy over detail

Do not use Tier 3 for Product category

Tier 1: Verb->Repair, Reset, Lost, Train-Inform

Tier 2: Noun->Simplest unit

Tier 3: Use sparingly

Tier 1 Tier 2 Tier 3 Notes

Repair Hardware

Repair Software

Reset Password

Train/Inform A/V Meeting Assistance How to provided

Train/Inform Referral Facilities Facilities Issue

Lost/Stolen Hardware

Determine tracking of Incidents and Service Requests in system.

If SR only – otherwise combine

User requires Add, Move, or Change

Typically 3 Tier levels allowed, may not use all

Strategy over detail

Does not include Product category

Tier 1: Verb->Add, Move, Change\Modify

Tier 2: Noun->Simplest unit

Tier 3: Use sparingly

Tier 1 Tier 2 Tier 3

Add Access Rights

Add Hardware

Add Printer Ink

Add Software

Modify Account

Modify Software

Move Hardware

Restore Email

Captures what actually was done

Aligned with Incident and SR categories

Required Repair, Add, Move, or Change

Typically 3 Tier levels allowed, may not use all

Strategy over detail

Does not include Product category

Tier 1: Verb->Repair, Add, Move, Change \Modify

Tier 2: Noun->Simplest unit

Tier 3: Use sparingly

Tier 1 Tier 2 Tier 3

Add Projector Bulb

Add Software

Add Storage/Capacity

Modify Account

Remove Malware/Virus/Spyware

Remove Software

Repair Hardware

Repair Software

Reset Password

Restart Hardware

Restore Connectivity

Train/Inform Referral Human Resources

Train IT

Create quick guides

Require minimum selections to be made

Lock down categories change access

Prepare to add and remove quickly in beginning

ITSM language is for IT NOT for Customers

About the AuthorRandy Terry has been in IT for 17 years and an IT Manager \ Project Manager for over 7 years.He has empowered and improved many IT departments by providing thoughtful leadership and change while implementing great ITSM solutions.His Education includes a BA in Information Systems, PMP and ITIL certifications

Randy can be reached onhttps://www.linkedin.com/in/randyterry