Categorisation

ideas

Every taxonomy degenerates into either unusable complexity or banal simplicity. A heroic effort can clean up categorisation, re-categorise everything properly and – very occasionally – properly train staff on how to use it, but this level of effort must be sustained in order for the taxonomy to remain useful. There is never a good business case for this level of investment in ongoing ownership, so we end up after a while with 95% categorised as Miscellaneous, Other, General, Admin or Unknown.
It is far more efficient and less soul-destroying to perform on-demand processing ... When statistics are required to support decision-making then take a good sized random sample, manually categorise to whatever taxonomy is currently preferred, and fire up Excel

Introduction to Real ITSM page 67

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