itil incident classification for crm

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Hello - I've been asked to help with the incident classification process at my company for its CRM implementation.

I'm sure that most companies with CRM implementations have some sort of help desk that manages user issues. As part of this process I'm guessing that these issues are oftentimes classified into categories as part of an ITIL process or some other service management process.

Does your company use ITIL to classify CRM issues reported by its CRM users? If so then can you describe the classification scheme you use? Do you know if Microsoft has a general classification scheme it recommends for CRM issues or if a general classification scheme has become popular in the CRM community?

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