Guidance for Product categorization and Operational categorization fields in JSD

Brian Mertens

My organization is getting ready to install Jira Service Desk (replacing another "ticketing system").  I am seeking guidance and real-life examples of how others are using the Product categorization and Operational categorization cascading fields.

I am not an ITSM or ITIL expert but I've been researching best practices for incident (and [service] request) categorization.  Here are some of the resources that I found helpful:

• How to Classify Incidents
• Where Is All The Incident Classification Best Practice?
• 9 Steps to Better Incident Classification
• Defining Your Incident Category/Subcategory Model

So how is YOUR organization using these categorization fields?  If you could start over (or do a major overhaul on the existing values), what would you do?

Note: I know how to add categorization values to these fields and create request types and the other Jira admin-type functions.  I'm seeking guidance on which values to use in each field.

Note 2: I recognize that the actual values in these fields depend on many factors.  The challenge is taking the categorization concepts and coming up with useful values.  At this point, I feel like it would be most valuable to see actual value lists that others are using.  But I'm open to other input as well.  Thanks!

Lindsay Siurna

Hi Brian, 

I am currently in the same position as you.  Thank you for the resources.  Did you ever hear back from anyone with how they are doing it in the real world?

 

Thanks,
Lindsay