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Categorization
Categorization structures are divided into two distinct components: Operational categorization and Product categorization.
Operational categorization is a three-tier structure that helps you to define the work that is being done for a particular incident, problem, known error, change request, release request, or task. This structure is also used to qualify reporting in the system, qualify how groups and support staff get assigned, and route approvals.
Product categorization is a three-tier structure that helps you to define a description of the object or service on which you are performing the work (for example, Hardware, Peripheral Device, Monitor).
