Annex 6A: An example of a coding structure for Problems/error categorisation

*Code Structure*	*Category Code*	*Description*	*Comments*
A A1	A10 A11 A12 A13 A14 A15 A16 A17	NON-CI CAUSES HUMAN ERROR Computer Operations Network Management User Support Problem Management Specialist Support Application Development Administration	Consider creating CIs for these items
A2	A20 A21 A22	PROCEDURAL FAILURE Change Management Software Control & Distribution Other	Consider creating CIs for these items
B B1 B10 B11 B12	B100 B1000 B1001 B1002 B101 B110 B111 B120 B121	APPLICATIONS CIs (internal) APPLICATION 1 Module 1 Transaction type 1 Update Fails Page Lock Dual Update Transaction type 2 Module 2 Job 1 Job 2 Documentation Computer Operations Manual User Procedures Manual
B2 Etc.		APPLICATION 2
C C1 C10 C11	C100 C101 C110 C111	APPLICATIONS CIs (external) PACKAGE 1 Module 1 Job 1 Job 2 Documentation Module 1 manual Module 2 manual
C2 Etc.		PACKAGE 2
D D1	D10 D20	UTILITY SOFTWARE CIs (internal) JCL Application 1 Application 2
D2		DATABASE MAINTENANCE AND SUPPORT
D3		SOFTWARE LIBRARY MAINTENANCE
E E1	E10 E11 E12 E13 E14 E15	SYSTEMS SOFTWARE CIs (external) MAINFRAME SYSTEMS SOFTWARE Operating system Transaction processing Data management Communications / networking Data Centre management Applications Generator
E2 Etc.		MINICOMPUTER SYSTEMS SOFTWARE
F Etc.		COMPUTER HARDWARE CIs
G Etc.		NETWORKING HARDWARE CIs

Note: The descriptions in this Annex are of causes. It is important not to confuse the causes and how to categorise them for future meaningful analysis with the initial descriptions of Incidents and Problems, which will be described much more in Customer/business terms - for example as a Problem with a particular service, or as unavailability of a PC or LAN.