To select accurate categories and subcategories to identify and track trends

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All CIT working within Halo

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Service Delivery, Security, Operations

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Request Categories and Subcategories

1. User – refers to any request pertaining to a specific user configuration.

   a. Add New – refers to any addition in access or service in a system or environment.

   b. Change – refers to any change in access or service in a system or environment.

   c. Remove or Disable – refers to any removal or access or service in a system or environment, disable refers to deactivation of a user in a system or environment

2. Software/Application –Software refers to software acquired on the market, whereas “Application” refers to a business application used internally, developed or not by the company.

   a. Add New – refers to any request to add a new software or application to a device.

   b. Change – refers to any change made to any current application or software – included but not limited to updates and configuration changes.

   c. Remove – refers to the removal of a software or application.

3. Hardware - Hardware Includes the physical hardware that is required for workstations, network equipment and peripherals but excludes telephony.

   a. Add New/Configure – refers to any request to add or configure any new hardware. Examples include adding RAM, drivers, configuring a new monitor, etc.

   b. Remove – refers to removing hardware – requires on site interaction.

   c. Reconfigure – refers to reconfiguring a piece of hardware – this is not for new equipment being set up, only used when a configuration change has been made.

4. Email Configuration – refers to any request specific to email applications/software.

   a. Add New – refers to any request to add a new feature within the email application, does not have to be user specific. Examples include adding to a DL, calendar or shared mailbox.

   b. Change – refers to any request to make a change specific to email application.

   c. Remove or disable – refers to any removal of access within the email application/software. Do not use if removing the application as a whole. Disable refers to removing access to email.

5. Network Configuration – refers to configuring network controls, flow and/or operation.

   a. Add New – refers to any request to add a new piece of equipment related to network configuration.

   b. Change – refers to making a change on network equipment.

   c. Remove – refers to removing any equipment or configuration that is network related.

6. Education – refers to providing a client or user education or training. This can include updating current client knowledge.

   a. Information – refers to providing a client or user with information to solve a request. Examples include providing a link, web address, or a vendor contact.

   b. User Training – refers to providing a client or user training on how to complete the request. This can include step-by-step directions.

   c. Knowledge update – refers to updating client information in our knowledge base as requested by the client.

7. Procurement – a request has been made to procure equipment.

   a. Default Procurement – applies to all tickets with the procurement category.

8. Provisioning – refers to the process of setting up a new user endpoint.

   a. CIT procured equipment - Centrex has procured the equipment on behalf of the client via the CentrexIT Design Desk.

   b. Client Procured Equipment - The Client has provided Centrex with a new device to provision that they have procured themselves.

   c. Existing equipment Reprovision - The Client has asked us to reprovision equipment that already exists within the environment such as a terminated user’s laptop or a used laptop from inventory.

9. General Service Request – none of the listed categories match the request.

   a. A. Unknown – a field will populate that is required to be completed accurately. List the category that best fits the request.

Incident Categories and Subcategories

1. Hardware - Hardware Includes the physical hardware that is required for workstations, network equipment and peripherals but excludes telephony.

   a. Main Element Fault – refers to an element that is part of the CMDB and that must be managed and followed (example: printers, workstations, laptops, etc.)

   b. Performance Degraded – refers to a device that is no longer functioning as intended but still works. An example of this is a notable increase in printing times from a network or local printer.

   c. Accessory Fault – refers to performance issue with an accessory - an accessory is an item that is not part of the CMDB and does not need to be managed - for example, keyboards, mice.

   d. Configuration – refers to the hardware configuration, which includes the data provided to establish connection to or perform the intended function of the device.

   e. Firmware\Software Failure – refers to drivers and device specific firmware. Examples of this are: Print drivers and the firmware version of a managed network switch.

2. Software/Application - Software refers to software acquired on the market, whereas “Application” refers to a business application used internally, developed or not by the company.

   a. Application Interruption – refers to a loss of access or primary functionality. Symptoms might include the app not launching with no error messages associated or displayed initially, freezing or crashing.

   b. OS fault – refers to a fault or bug occurring on or within the Operating System. This is commonly caused by faulty updates and commonly fixed with updates.

   c. Configuration – refers to the issue being reported requires an adjustment to software or application configuration to resolve an incident.

   d. Email Fault – refers to an interruption in email service, access, or continuity.

   e. Access – refers to access issues within a specific application, this does not include education or training on new access – this should be a request.

   f. Performance Degraded - refers to symptoms of software or application performance degradation – likely caused by a bug or defect.

3. Connectivity - refers to issues affecting internet access or access to network resources.

   a. Loss of Internet - refers to the loss of internet access. General symptoms include inability to connect to the internet, load websites or access Web-based data.

   b. Loss of VPN - refers to the loss of VPN access. Symptoms include loss of access to network resources like company shared folders.

   c. Performance Degraded - refers to symptoms of internet or network performance degradation. Symptoms include packet loss and longer than normal load times.

   d. Wired LAN fault – refers to a general fault on the Wired Local Area Network. Symptoms include loss of connectivity on wired devices inside the network.

   e. Wireless LAN fault – refers to a general fault on the Wireless Local Area Network. Symptoms include loss of connectivity on wireless devices inside the network.

   f. Loss of Power – refers to a system loss of power related to a scheduled or unscheduled outage.

4. Security – refers to security related incidents pertaining to a breach of confidentiality or integrity of data or systems access. This also included phishing emails and scams.

   a. Virus or malware – refers to a virus or malware program that has attacked a computer, tablet, phone or other digital devices.

   b. BEC (Business Email Compromise) – refers to a type of social engineering attack often used to steal user data, including login credentials and credit card numbers. It occurs when an attacker, masquerading as a trusted entity, dupes a victim into opening an email, instant message, or text message. This has replaced the phishing attempt option.

   c. Security Incident - Generally classified as a breach in Integrity or confidentiality, a Security Incident is an incident that exposes confidential or protected information.

   d. Phishing Campaign – refers to a phishing attempt that is being regulated by the organization. This has been replaced with most clients by the “Catch Phish” plug in

   e. Alert – refers to alerts that directly impact security. This can include rule changes, forwards or changes within S1.

5. Telephony – refers to incidents related to any voice systems. This also includes the hardware related to phone and voice systems.

   a. Inbound/Outbound Fault - is related to a “dropped” or lost voice functionality. This also includes one way audio.

   b. Dropped Call - is related to a “dropped” or lost voice call. The voice system is still online but the call was dropped. This is often used to document repeated issues to present to the voice system provider or vendor.

   c. Call Quality – refers to any degradation in the audio quality of a voice call. This includes one way audio.

   d. Connection/configuration fault – refers to the headset or any piece of hardware related to voice functionality that has lost connection to the voip or voice system. Example: The handset reads “not registered” or “connection failure”

   e. Hardware fault – refers to the headset or any piece of hardware related to voice functionality is faulting.

6. General Incident Category – none of the listed incident categories match the issue.

   a. Unknown – This will be a prompted field that requires a brief description of missing category.

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1. Selecting a Category

• CIT employee who is completing the work needs to select the proper category based on the information provided by the client.

• This has to be done as soon as the piece of work is created or converted from intake, however, this should be reviewed again when resolving the piece of work

2. Selecting a Subcategory

• Each category has specific selections for a subcategory

• Select the proper subcategory from the dropdown based on the information provided by the client

• This has to be done as soon as the piece of work is created or converted from intake, however, this should be reviewed again when resolving the piece of work

3. Analyzing the Data

• Categories and subcategories will be utilized by client facing CIT employees to analyze and track trends in relation to configuration items, resolution codes, and clients.

• Any free text categories and subcategories entered will be reviewed and analyzed at the start of each month by the Service Desk Manager to determine if current categories/subcategories need updated verbiage or if new need to be added for data tracking.

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1. Categories/subcategories must be as close to the category the client is reporting as possible
2. If category/subcategory does not exist, to be effective, select the generic category/subcategory and enter in the prompted field the category/subcategory that is missing