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| Type of Incident | Main Category | Sub-category | Indication Priority |
| Failure | Software | Wordprocessing | 2 |
| Spreadsheet | 2 | ||
| Business application | 1 | ||
| Hardware | Mainframe | 1 | |
| Midrange | 1 | ||
| Workstation | 2 | ||
| Etc... | |||
| Service | Password reset | 1 | |
| request | |||
| Change toner | 3 | ||
| cartridge | |||
| Help User | Office software | 3 | |
| Business application | 2 | ||
| Etc... | |||
| Note: 'Priority' order to handle Incidents is primarily defined by impact and urgency. Depending on the type of call, an indication of impact and urgency (and thus priority) can be given in advance. Thus priority is often based on experience or agreements/expectations with the Customer. | |||
| Linking an 'indication priority' to a 'type of Incident' also speeds up the classification process and helps the Service Desk staff to be consistent in assigning priorities. | |||
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