ServiceNow incident re-categorization project

    May 11, 2023

    To empower our Service Owners, Offering Managers, and Helpdesk leadership to make well-informed, data-driven decisions and mature their services, Service Management will enhance ServiceNow’s incident categorization options. This enhancement will allow ITS to arrange incidents into categories to track similar incidents related to our services. Currently, we do not have suitable incident categories to enable the building of dashboards supporting those data-driven decisions.

    The data collected in the incident management process represents every touch point, every aspect of the customer experience. If we capture that knowledge in such a way that it can be reused to support continual improvement, we can improve our services, improve our customer satisfaction, and improve our operational efficiency and effectiveness. That is definitely something worth doing! – Julie Mohr HDI

    The already underway project is in the discovery phase, guided by a steering committee (individuals with ITIL access to ServiceNow may view the member list) that reflects each area of the ITS organization. We expect the new categorization model to launch in late June or early July 2023.

    What does it entail?

    • Replacement of existing incident categories with a 3-tier system.
    • Service owners will have an opportunity to add specific categories at the second/third tier.
    • Adds a requirement of Configuration Items (computer, application, server, etc.) on tickets where appropriate.

    What do I need to do?

    • Pre-launch:
      • Review updated training documentation.
      • Attend a training session when announced.
    • Post-launch:
      • Update any reporting that utilizes current incident categories.
      • Update any knowledge articles and linked templates containing current incident categories with the new 3-tier designation.

    Look for upcoming communications regarding training and available resources to assist with the transition to the new categorization model.

    Need help?

    Service Quality