Category and Subcategory values can be set manually on the Incident form. What are disadvantages of this approach? (Choose two.)

Setting Category and Subcategory values manually on the Incident form can lead to certain disadvantages that impact user experience and data accuracy. One significant drawback is that too many options can overwhelm users, leading to confusion during the incident categorization process. When users are faced with an extensive list of categories, they may struggle to make the correct choice, which could result in mis-categorization of incidents. Mis-categorization can create downstream issues, such as incorrect routing of incidents, delays in resolution, and inaccurate reporting and metrics.

Additionally, using a manual approach for categorization typically lacks additional metadata that could facilitate more robust process management. Automated or predefined categories often come with embedded information that can guide users in making informed selections or assist in workflow decisions downstream. Without this metadata, the categorization process becomes less efficient and may hinder the overall effectiveness of incident management processes, making it harder to analyze trends or improve service delivery.

This emphasis on user experience and process management underscores the importance of well-structured categorization frameworks in IT Service Management.