Type Tiers
Every call an Analyst logs must have a Type specified for it. Types are a way to categorize an issue reported by a User.
For example, you can create a type called “Not Functioning as Expected” to identify all issues that pertain to unexpected or aberrant behavior. This window enables you to define issue types for your environment.
Best Practice
ITIL recommends configuring Issue Type Tiers based on a structured approach to identify and manage incidents efficiently. This includes defining clear categories for incidents to streamline the process of managing and resolving them. A best practice suggested by ITIL for naming and structuring these tiers involves ensuring that each Incident should clearly define the WHO, WHAT, WHERE, WHEN, and HOW. This not only aids in comprehensively understanding the incident but also in formulating a response plan effectively.
Define Clear Categories: Start by creating categories that clearly denote the nature of issues, like "Not Functioning as Expected," to identify and group incidents based on their behavior or impact.
Follow the WHO, WHAT, WHERE, WHEN, HOW Structure: Each Issue Type should form a complete sentence, capturing the essential details of the incident. This involves:
WHO is impacted or involved.
WHAT is the issue.
WHERE is the issue occurring.
WHEN did the issue start.
HOW the issue manifests itself or was encountered.
Use a Tiered Approach: Segment the categories into tiers to detail the issue more effectively. The topmost tier can be broad, with subsequent tiers providing more specific details about the issue. This resembles the "HOW" or the verb/action taking place.
This structured approach not only aligns with ITIL's recommendations for efficient incident management but also optimizes the issue resolution process by providing clear, actionable information at each level of the Issue Type Tier.
Creating a Type
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Type Tiers to open the window.
Select Add New in the topmost tier.
Type the name of the issue type in the field under the Tier 1 column.
To add lower tiers linked to this tier, first select this tier.
You cannot add lower tiers to the default type named Unspecified. (The default can, however, be renamed.)
Select Add New in the table for the next tier, and type the required value.
Repeat these steps for each tier that you require.
You can also
Set escalation and breach recipients for each tier. To do so, select one of the buttons corresponding to the type of event, that is, Escalate or Breach. This will open a new window.
Set the maximum length of the Type Tier. To do so, see Setting the Maximum Composite Length.
Hide the system-default Type "Unspecified". To do so, select the check box Default Type Hidden.
Save the changes.
Provide the Change Reasons if prompted to do so.
Deleting a Type
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Type Tiers to open the window.
Select the type you want to delete by selecting on it.
Select Delete. If you try to delete a type that has linked types, the system will display a message that the selected type has linked tiers and the linked tiers will also be deleted.
Select Yes to delete the selected type and its linked tiers, or No to close the message window without deleting any value.
Setting the Maximum Composite Length
On the Type Tiers window, there is a field called Max Composite Length. This field displays the total number of characters that will be displayed in the Type field on the Call Details window. The default is 17.
This means when an Analyst selects the type value, the first 17 characters will be displayed. This is including the tier separator /. So, if an analyst selects Hardware/Network/Server, the value Hardw/Netwo/Serve will be displayed.
To open the Type Tiers window:
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Type Tiers to open the window.
To increase the number of characters displayed:
Type the new length for this field. The maximum value you can specify is 90. The minimum is 17.
Select the Update icon so that ASM Core can build values for types based on this length.
Save the changes. Provide the Change Reasons if prompted to do so.
Defining Recipients for Escalation
In ASM Core, you can configure up to three levels of escalation. The escalation recipients you define here are applicable for all three levels of escalation.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Type Tiers to open the window.
Select the escalation link. This opens a new window from which you can find the person or group you want to be notified.
Select Ok to save the details or to quit the window without saving. This closes the window and returns you to the Type Tiers screen.
Defining Recipients for Breaches
In ASM Core, you can configure up to three levels of escalation. The escalation recipients you define here are applicable for all three levels of escalation.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select Type Tiers to open the window.
Select the Recipients link. This opens a new window from which you can find the person or group you want to be notified.
You can delete recipients from the Selected Recipients table by selecting Delete.
Select Ok to save the details.
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