Ensure ticketing remains in compliance with our billing standards surrounding categorization and status.

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Service Desk, Provisioning

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Service Desk, Provisioning Engineer

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• Created by Provisioning Engineer, vITM or DQ, generally indicating CIT procured, as we utilized our internal channels to procure the hardware.

• Created by Provisioning Engineer, vITM or POC, requesting provision of hardware they procured and dropped off or shipped to Poway.

• A request to reprovision hardware that has already been in the environment, whether due to an incident with the windows isntallation or a hardware repair requiring reprovision.

• or just a general request to refresh the machine.

• If it is break-fix i.e: the system needs to be reprovisioned for a user becuase Windows failed in some capciity, the reprovision can be billed on the exisitng Incident ticket.

• If this is a new request for a reprovision, it can be billed as a provision within its own ticket.

• Distinct from a provisioning ticket, categorized as Hardware, subcategory, Add, Change, or Remove, if the device is pre-provisioned, and merely requiring a user-profile swap.

• The ticket may also be categorized as User, Sub-Category Add, for profile adds to pre-provisioned devices.

• In both of these instances, the time billed on the ticket will be Remote Support-BH.

• It is the responsibility of the provisioning engineer to determine how a ticket will be categorized and billed, depending on the client request.

• Did a client say “provision” but really just mean user-add? You must determine reality and bill correctly. Read the WI for Updating the Poway Inventory Sheet for more info on this.

• Each Provisioning ticket will have one 1 device per ticket.

• Each Provisioning ticket must clearly state in the Description what is being requested. This will include information like what is being provisioned, for who, by when, where is the equipment going, and who is requesting it.

• If a bulk provisioning ticket is submitted, please duplicate that ticket until you have a sufficient amount of tickets to account for each device.

• Each Provisioning ticket will have the serial number in the title of the ticket, unless remote. and state who it is for

• The Serial number in the title solely exists to aid end of month billing in matching up the inventory sheet with Halo Work and ConnectWise invoices.

• Each Provisioning ticket will have a provisioning tab on the right hand column enabled once the category has been set to “Provisioning”

• Inventory Type Selection to match the ticket subcategory

• Example:

• SubCat: A. CIT procured equipment - New = Inventory Type: New CIT

• SubCat: B. Client procured equipment - New Inventory Type: New Client/Client Provided

• SubCat: C. Existing equipment reprovision = Inventory Type: Pulled from inventory

• Completion time

• Users full name

• Device Make/Model

• Device Serial Number

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1. First activity (Plan or preparation)

• The provisioning Engineer will follow the below SOP to ensure that tickets ar epropelry categorized for billing purposes.

• This is to be compelted during work on the ticket, before it is closed.

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1. What measures are used to ensure the procedure is working or is complete?
2. What records are required?
3. Where are the records stored?

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• EXTERNAL only – i.e., industry best practices, CIS18, this is not for cIT internal references

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1. Link to process map.

Note: Please add KB relationships to core process, process. SOPs or other WIs on the right.