Service Categorization

The Service categorization has a three-tiered organization: Service, category, and subcategory.

The organization determines:

  • Which Priority Matrix to use.
  • The type of support required (Incident or Service Request).
  • Which Specifics form to display to capture the appropriate details.

The following figure shows how the Service, category, and subcategory work together to identify an issue as an Incident or Service Request, and then display the appropriate Specifics form.

Service categorization organization

The Category and Subcategory forms define your Service categories/subcategories. These forms are child forms, and are linked to and available from their parent Service form (Category and Subcategory tabs in the Service form's Arrangement section).

There are several different Specifics forms. The Subcategory form determines the Specifics form that displays.