Scott, Rick's document is absolutely a good starting point - it has helped me. Over the years, another way I've used to describe categorizations is:
- The OpCat is the "verb" of the ticket. What action is being taken because of this ticket. I ask, "*Operationally*, how do we handle this ticket?" For example, "Add->Server->xxx". - The ProdCat is the "noun" of the ticket. What is the thing this ticket is about? (Hardware>Processing Unit>Server) For the OpCats, if you use things like Add, Fix, Remove, or Change in the OpCat Tier 1, try to keep the Tier 2 homogeneous. So for example, "Add->Server", "Fix->Server", "Change->Server". You don't want to end up with "Add->Software" and "Change->Application". That's not a hard-n-fast rule, but worth thinking about along the way. Hope that helps, Thad On Thu, Jan 29, 2015 at 6:03 AM, Scott Hallenger <[email protected]> wrote: > ** > Not sure if this is asking for too much, or that I'm crossing the lines of > info sharing etiquette wit this question, but here it goes. I have been > Working on re-working my clients current Product and Op category > matrix,which is in bad shape. If was wondering if anyone would be willing > to share their category matrix just so that I would have something to start > with. This way I am not re-inventing the wheel. I figured someone out there > my actually have a Cat matrix that they are happy with. If you not > comfortable with sharing I understand. My client is a retail organization > if that helps. > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
