Response Taiji: The Standard+Case Approach by Rob England

Author:Rob England [England, Rob]
Language: eng
Format: azw3
Publisher: Two Hills
Published: 2023-07-24T00:00:00+00:00

Categorise

In the Categorise And Prioritise step of the process above, there is a diagnosis activity to determine enough information to be able to categorise the ticket. Either the diagnosis will identify a matching standard model, or the situation will be categorised as unfamiliar or non-standard – we know what is happening, but we do not have a standard model for it. If it is the latter, this will be treated as a case.

At some point there needs to be a cut-off mechanism in diagnosis – a gating point – to decide that the ticket cannot be categorised, that it is unknown – i.e. the category cannot (yet) be determined. This should also be treated as a case.

One of the first activities of dealing with a case will be investigation, i.e. further information gathering and deeper diagnosis. It is possible that such investigation will uncover enough information to suggest that this is a Standard situation after all – that we may have a model procedure to deal with it – so the process diagram can be amended to show this with a loop back to selecting a model.

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