As part of our ongoing project to improve incident categorisation and reporting, we first piloted using CMDB CI records instead of the arbitrary CSI list to categorise incidents. Following the success of this, and to allow for more granular reporting, we have introduced Service-specific ‘Action Codes’ to use when closing incidents to describe the nature of the incident or how the incident was resolved. As these are Service-specific and a part of the CI record, there is a reduced maintenance overhead and greater flexibility in the reporting options for a Service.
Service Management are performing regular reports on Service and Action Code usage to make sure the system remains current and useful to Service owners and Service Delivery agents.
By far, our most-used Service is the ‘Staff Desktop Services’ Support Service. Unfortunately given the extensive list of Action codes, most agents are opting to select ‘**No Action Code**’ which is impacting the integrity of our reporting.
To this end, and in collaboration with Service Desk and the Incident Response Team, we are retiring the generic ‘Staff Desktop Services’ in favour of categorising these incidents in a more granular way to better represent the distribution and types of issues. These new Categories are:
We have analysed incidents and opted to remove the **No Action Code** Bucket for these Services, in favour of a shorter, more succinct list of Actions Codes for each Service:
The Existing ‘Staff Desktop Services’ category has been renamed ‘Staff Desktop Services : Legacy’, and retired. This maintains the integrity of historical reporting data. Any incidents currently categorised as ‘Staff Desktop Services : Legacy’ can either be migrated to the new system or remain as they are, but new incidents will only be able to use the 5 new CIs.
These are now live, and Service Management will be available to answer any questions, or assist with Action Code queries.