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" More importantly, what if there were multiple "Types" of databases for example, Oracle, SQL, my SQL, and Access? The extra investigation and diagnosis required to troubleshoot the Incident to complete the CTI classification is precisely the problem with the CTI approach it complicates data collection and combines Classification and Initial Support with Investigation and Diagnosis, which confuses the purpose of Initial Support.

According to ITIL, the goal of Incident classification and Initial support is to: Thus, Incident classification exists primarily to classify incidents in order to provide initial support.

But CTI quickly becomes problematic when the workflow is not well known.

For example, how might a Service Desk agent know the "Database" category required a type called "Oracle?

This is perhaps one of the most common questions that comes up when trying to establish Incident Management based on the IT Infrastructure Library® (ITIL ®).

Classification is neither to determine root cause nor technical causes of the incident.

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