The purpose of this work instruction is to detail the correct process for handling all provision and imaging related tickets, and the correct work type to use in order to ensure proper accounting for time and invoicing accuracy.

Note: If provisioning is, a requirement for a hardware issue ticket that was submitted as an INC, the following does not apply. The instructions below are provisioning or re-provisioning (cascading) only using category 8. Provisioning.

Scenario 1: Category 8 – Subcategory A – CIT procured equipment - new

If a client is ordering new equipment through centrexIT, the request is marked as a Category 7: Procurement and routes to that department to purchase new equipment.

When the equipment is received, Procurement will change the category from Cat. 7. Procurement to “Cat. 8. Provisioning - Subcat A. CIT procured equipment – new” and assign the Care Team to review and assign to the analyst or engineer.

Use the template shown below in Exhibit A to capture the details associated with the equipment for the provision or re-provision.

The analyst or engineer will provision the equipment and enter time using the work type “Provisioning and Imaging”.

Do not use any work type that begins with “SD”, such as ‘SD – Remote support – BH’. If the wrong work type is used, it could falsely inflate service allocation and will result in the client paying for the labor twice. It is important to change from the default work type before closing your time.

Scenario 2: Category 8 – Subcategory B – Client procured equipment – new

If a client is providing new equipment that they purchased, the analyst will use ‘Category 8 – Subcategory B - Client procured equipment – new’.

Use the template shown below in Exhibit A to capture the details associated with the equipment for the provision or re-provision.

The analyst or engineer will provision the equipment and enter time using the work type “Provisioning and Imaging”.

Do not use any work type that begins with “SD”, such as ‘SD – Remote support – BH’. If the wrong work type is used, it could falsely inflate service allocation and will result in the client paying for the labor twice. It is important to change from the default work type before closing your time.

Scenario 3: Category 8 – Subcategory C – Existing equipment reprovision

If a client is asking for a re-provision (cascading) to an existing piece of equipment that needs to prepared for a different user, the analyst will use ‘Category 8 – Subcategory C - Existing equipment reprovision’.

Do not use this category/subcategory if a re-provision is required for a repair. A repair is still an incident and the analyst will use the appropriate “SD” work type to report time. Do not use the work type “Provisioning and Imaging”. This time should be reported as service time and needs to be applied towards allocation.

Use the template shown below in Exhibit A to capture the details associated with the equipment for the provision or re-provision.

Scenario 4: Category 8 - Subcategory D - To be determined

This will be used by the intake personal when there is uncertainty where the equipment is sources from. Once the ticket is created and assigned to the Provisioning Specialist, they will confirm with Procurement on the correct subcategory (8A, 8B, or 8C).

Do NOT use this category/subcategory if a re-provision is required for a repair. A repair is still an incident and the analyst will use the appropriate “SD” work type to report time.  A repair will NOT use the work type “Provisioning and Imaging”. This time should be reported as service time and needs to be applied towards allocation. If there is any doubt or possible cross over, contact your lead.

Time accuracy:

This applies to all tickets marked as Provisioning:

·      A time entry must be made using the Provisioning and Imaging work type

·      Gauges will be added to SD Dashboard and Service Desk Mgr. will be responsible for monitoring throughout the month.

Exhibit A: Provisioning Details Template

Make sure to fill in all required information in the provisioning tab in Halo for all Category 8 tickets.

1.      By when?

2.      Employee name:

3.      Domain username:

4.      Domain password:

5.      M365 username:

6.      M365 password:

7.      Computer make/model:

8.      Computer S/N:

9.      AC Adapter:

10.  Battery:

11.  Accessories? (Ex. Laptop bag, software. Other)

12.  Detailed description of problem:

13.  Media sanitation needed:

14.  Inventory type: New CIT, New Client, Pulled from inventory, Client provided