An Incident that impacts an individual configuration Infrastructure item of a larger service and the user is not impacted --- X Restoration (e.g. a server goes down and jobs failover to other servers.) A loss or reduction of a service that is detected via Infrastructure --- X automatic event monitoring systems (e.g. BlueArc disk Event space nearing capacity, but users are not impacted). Under the Reporting Information section From the drop-down menu, select the Reporting Source Reporting Source Definition The service provider is recording the incident. It may Direct Input or may not be a service they support. External Escalation A 3rd party vendor supporting an on-site service. Email, Fax, Phone, Voice Mail, Self-explanatory Walk In, Web System Management, Other Do Not use! Click the icon box to the right side of the Reported Date+ field to open the dialog box. Enter the corresponding date and time when the incident was initially reported. (Used when backfilling incidents that were created from Fax, Voice Mail or other delayed entry methods). Product Categorization: - used to identify the Service that is thought to be involved with the reported Incident. The three tier settings are based on a hierarchy with Tier 1 being the highest. From the drop-down menu for Tier 1, 2 & 3; select the appropriate product categorization that best matches the reported Incident. Ticket Tier Description Requirement 1 Typically the base service provided (e.g. Hardware). Required Typically the sub-service provided (e.g. Workstation; 2 Required peripheral). Typically the sub-sub-service provided (e.g. Desktop; Laptop; 3 Optional Network Printer). Operational Categorization: - used to identify the activity or state of the product categorization. From the drop-down menu for Tier 1, 2; select the appropriate operational categorization that best matches the reported Incident.
--- X Infrastructure Restoration An Incident that impacts an individual configuration item of a larger service and the user is not impacted (e.g. a server goes down and jobs failover to other servers.) --- X Infrastructure Event A loss or reduction of a service that is detected via automatic event monitoring systems (e.g. BlueArc disk space nearing capacity, but users are not impacted). Under the Reporting Information section From the drop-down menu, select the Reporting Source Reporting Source Definition Direct Input The service provider is recording the incident. It may or may not be a service they support. External Escalation A 3rd party vendor supporting an on-site service. Email, Fax, Phone, Voice Mail, Walk In, Web Self-explanatory System Management, Other Do Not use! Click the icon box to the right side of the Reported Date+ field to open the dialog box. Enter the corresponding date and time when the incident was initially reported. (Used when backfilling incidents that were created from Fax, Voice Mail or other delayed entry methods). Product Categorization: - used to identify the Service that is thought to be involved with the reported Incident. The three tier settings are based on a hierarchy with Tier 1 being the highest. From the drop-down menu for Tier 1, 2 & 3; select the appropriate product categorization that best matches the reported Incident. Tier Description Ticket Requirement 1 Typically the base service provided (e.g. Hardware). Required 2 Typically the sub-service provided (e.g. Workstation; peripheral). Required 3 Typically the sub-sub-service provided (e.g. Desktop; Laptop; Network Printer). Optional Operational Categorization: - used to identify the activity or state of the product categorization. From the drop-down menu for Tier 1, 2; select the appropriate operational categorization that best matches the reported Incident.
SD-IM-WorkInstructions-2.0.docx