Use Classification Codes to Manage and Improve Your Service
Incidents are unplanned interruptions to a service or reduction in its quality. If you can’t access your email, or video isn’t working on your Zoom meeting, you are experiencing a service Incident. Classification Codes are one of the many components of a Service Offering* that support the Incident process. Other components include instructions on how to route a ticket, who can approve change requests, and how to handle an Incident after-hours.
Classification Codes are used by the service desk to classify an Incident when closing a ticket. For example, if a video camera was the cause of a reported Incident, the service desk staff might select “Video Camera Repair” as the Classification Code. The real power of Classification Codes is in their use with Incident Management reports. In our example, a report would show all Incidents based on a classification code of “Video Camera Repair.” If there was only one Incident in the past month, no further work would be required. However, numerous video camera incidents would prompt further investigation.
In summary, Classification Codes and Incident Management reporting are invaluable tools in managing and maintaining service health.
Best practices for creating and using Classification Codes include:
*Service Offerings are also known as Configuration Items (CI). Service Offerings are stored in the Configuration Management Database.
- Include Classification Codes when you establish a new Service Offering in ServiceNow. You can also add them to existing Service Offerings.
- Create Classification Codes that are simple, clear, and meaningful to your service.
- Limit Classification Codes to a maximum of five or six for your service - any more than that and support staff will be challenged to find the right one.
- Run monthly incident reports and look for trends or actionable information.
- Develop and execute remediation and improvement plans.
Michelle Collette, Sr. Service Management Consulting Partner, Service Strategy