| Category | Type | Examples |
| Category 1 | Definitions | No formal documentation in place |
| Categories, impact, urgency, and priority levels not in line with other processes | ||
| Category 2 | Metrics | Service Level Agreement (SLA) times are not defined |
| Metrics are not defined | ||
| No threshold timeline defined to transfer requests between teams | ||
| Key Performance Indicators (KPI) are not defined | ||
| Category 3 | Process | Problems are not tracked and managed according to the process and SLA |
| No defined escalation process to ensure timely resolution | ||
| Need to strengthen the integration between other processes | ||
| Not recording the needed information, e.g., incident detection, logged, approved, resolution and closure timing are not captured. | ||
| Category 4 | Reporting | No periodical process reviews to identify any potential improvements |
| No exclusive reports generated to capture the total amount of activities per month | ||
| All defined metrics are not measured | ||
| Category 5 | Communication | Status information and estimated resolution timelines of incidents are not proactively communicated |