Professional Documents
Culture Documents
1. Which fields would you like on your form? Mark an X in front of those that s
2. Is this field mandatory? Yes or No
3. Who will be entering the values for this field? The choices are the service d
4. Who will be making changes to this field? The choices are the service desk
5. Will this field always be needed on the form or only part of the time? The ch
6. Are there any special requirements for this field? Examples might include,
Special Requirements
Not as common
Not as common
Not as common
In Planning, no priority
Planning Incident assigned yet N/A
he first is an example. Please identify any SLAs that should be defined for Incident Managment and what shou
Category Subcategory
Access Request
Production System
Request
Partner-Test System
Production System
Change Request
Partner-Test System
Production System
Production System
Sub-subcategory
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Application Server
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Category
AccuImage
Agile
Agile
Agile
Agile
Agile
Backup/Restore
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
Audio Conferencing
Audio Conferencing
Audio Conferencing
Call Center (ACD) Service
Call Center (ACD) Service
Call Center (ACD) Service
Call Center (ACD) Service
Calling Card Service
Calling Card Service
Calling Card Service
PC
PC
PC
PC
Email
Email
Email
Email
Email
Email
Application A
Application A
Application A
Application B
Application B
Application B
Application C
Application C
Application C
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Application D
Application D
Application D
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Application E
Application E
Application E
Application F
Application F
Application F
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
PC
PC
Microsoft Office
Microsoft Office
Mobile Phone Service
Mobile Phone Service
Mobile Phone Service
Mobile Phone Service
Network
Network
Network
Network
Network
Network
Network
Network
Network
Network
Network
Office Phone
Office Phone
Office Phone
Office Phone
Office Phone
Other
Other
Other
Other
Person Services
Person Services
Person Services
Person Services
Person Services
Person Services
Person Services
Remote VPN Access
Remote VPN Access
Remote VPN access
Remote VPN Access
Remote VPN Access
ServiceNow.com
ServiceNow.com
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Video Conference Service
Video Conference Service
Voicemail Service
Voicemail Service
Voicemail Service
Wireless LAN
Subcateogry
Other
Access
Install Software
Other
Database
Password Reset
Information/Data
Desktop Software
Email
Order (Accessories)
Order (New)
Order (Replacement/Upgrade)
Password Reset
Plan Change/Feature Changes/Additions
Close Account
Order
Other
Contact Center Change
Install Agent Software
New Agent Setup
Other
Close Account
Order
Other
Order Desktop (New)
Order Desktop (Upgrade)
Other
Virus/Malware
BES
Distribution List Access
Mailbox/Calendar Access
Outlook
Outlook Web Access
Spam
Access
Install Software
Other
Access
Install Software
Password Reset
Access
Install Software
Other
Backup
Barcode
Desktop
Firewall
IPKVM
Keyboard
Laptop
Monitor
Mouse
Other
Printer
Projector
Router
SAN
Switch
UNIX Server
Windows Server
Access
Install
PW Reset
Access
Admin Set up
Cohrep Views
Data Fix
Install Software
Other
Reports
Access
Install Software
Other
Access
Install Software
Other
Antivirus
Directory Services
DNS
Monitoring
Sharepoint
Terminal Services
VMWare
Web Certificates
Order Laptop(New)
Order Laptop(Upgrade)
Install Software
Other
Order (Accessories)
Order (New)
Order (Replacement/Upgrade)
Plan/Feature Changes/Additions
Broadband Service
Guest Access
Internet Connectivity
Network Access Authorization (Firewall, Access List...)
Network Folder Access
Other
Password Reset
Remote VPN Access
Slow Logon
Wireless
Wireless Connectivity
Move
Order (Accessories)
Order (Desk Phone)
Other
Password Reset
Install Software
Telecom Services
Hardware
Other
Contract Offboard
Contractor Extension
Contractor Onboard
Name Change
New Hire/ Onboard
Office Move
Term / Offboard
External Partner Access
Install Soft Token Software
Install VPN Client Software
Other
Reset RSA Token Pin
Access
Other
Adobe Acrobat
Adobe Acrobat Install
Instant Messaging Install
Instant Messaging Other
Internet Explorer Install
Internet Explorer Other
Live Meeting Install
Live Meeting Other
Other
Project Install
Project Other
Visio Install
Visio Other
WinZip Install
WinZip Other
New video conferencing service setup/install
Other
New Account
Other
Password Reset
Connectivity
Sample 1 Sample 2
Category Subcateogry Category
Inquiry/Request Desktop ACCOUNTS
Web Application ACCOUNTS
Databae ACCOUNTS
HW ACCOUNTS
Network APPLICATION AND DATA
Backup / Restore APPLICATION AND DATA
Configuration / Price Quote APPLICATION AND DATA
How To / Training APPLICATION AND DATA
Issue Desktop Application APPLICATION AND DATA
Web Application APPLICATION AND DATA
Databae APPLICATION AND DATA
HW HARDWARE
Network HARDWARE
Access Desktop Application HARDWARE
Web Application NETWORK
Databae NETWORK
Server / Device Access NETWORK
Local Admin Access NETWORK
PW Reset NETWORK
PW Unlock TELEPHONY
Security Event Desktop Application TELEPHONY
Web Application TELEPHONY
Databae
Server / Device Access
Encryption
Virus
Sample 3
Subcateogry Category Subcategory
ACCESS/CONNECTIVITY Request Password Reset
PERFORMANCE Password Expired
FUNCTIONALITY Account Locked
FAILURE/OUTAGE Voicemail Password Reset
ACCESS/CONNECTIVITY Inquiry/Help Anti-Virus
PERFORMANCE Email
FUNCTIONALITY Service Request
FAILURE/OUTAGE Remote Access
VIRUS/INTRUSION Phone
BACKUP Desktop SoftwareEmail
SECURITY Operating System
PERFORMANCE MS Office
FUNCTIONALITY Internal Application
FAILURE/OUTAGE Adobe
ACCESS/CONNECTIVITY Browser
PERFORMANCE Other
FUNCTIONALITY Desktop Hardwar CPU
FAILURE/OUTAGE Disk
SECURITY Keyboard
PERFORMANCE Memory
FUNCTIONALITY Monitor
FAILURE/OUTAGE Mouse
Printer
Scanner
CD/DVD drive
Wireless
Server Software Exchange
Legato
Citrix
Operating System
Office Communication Server
Active Directory
DNS
WINS
VMWare ESX
VMWare View
Veritas Volume Manager
System Center
MOM
Blackberry Enterprise Server
FaxComm
WSUS
Server Hardware CPU
Disk
Memory
Network Card NIC
Fiber Channel Card
RAID Controller
Power Supply
Fans
CD/DVD drive
ILO/DRAC
Network DHCP
DNS
IP Address
VPN
Wireless
Router
Switch
ATM
Voice/Phone
Load Balancer
Voicemail
Database DB2
MS SQL Server
Oracle
SAP
Security Firewall
Proxy
VPN
Facilities Utility
Other
Storage Archive
Restore
SAN
Mainframe Syste CICS
OEM Software
Operating System
Communications
Sample 4
Category Subcategory
Admin Password Reset
Admin Account Lockout
Admin Documentation
Admin Data Restore
Admin Equipment Move
Admin Meeting Room Setup
Admin Other
Admin Permissions
Admin User Start
Admin User Separation
Admin User Status Change
Admin Training
Admin Software Installation Request
Data Management Data Extract
Data Management Report
Data Management Data Update
Hardware Cabling
Hardware Copier
Hardware Desk Phone
Hardware Desktop Computer
Hardware Fax Machine
Hardware Monitor
Hardware Networking
Hardware Notebook Computer
Hardware Other
Hardware PDA/Smart Phone
Hardware Power
Hardware Printer
Hardware Server
Hardware Storage
Software ADP
Software Centricity
Software Concur
Software Desktop Apps (Office)
Software Exchange
Software GP Dynamics
Software Intranet (ProKnow)
Software Nextdocs
Software OS
Software Other
Software Phone Call Routing
Software ProDIAS
Software PrOS
Software Qlikview
Software Reports
Software SalesLogix
Software Malware
Software SQL Server
Software VPN
Software VoiceMail
Software RAM
Software iVantage
Software FAS
Software Contract Assistant
Software FRx/Enterprise Reporting
Software ReqNet
Network Wired (PL)
Network Wireless (PL)
Network Bluetooth
Network Public network
Network Home network
Category Subcateogry
Request PW Reset
Request PW Expired
Request Account Locked
Inquiry / Help Anti-Virus
Inquiry / Help Email
Inquiry / Help Internal Application
Software Email
Software Operating System
Hardware CPU
Hardware Disk
Hardware Keyboard
Hardware Memory
Hardware Monitor
Hardware Mouse
Network DHCP
Network DNS
Network IP Address
Network VPN
Network Wireless
Database DB2
Database MS SLQ Server
Database Oracle