Incident categories

Incident

• An unplanned interruption to an IT Service or reduction in the quality of an IT service.
• Wireless outage, error messages, etc.
• Should be used in the case that something is broken, or not working as expected.

Request

• A user request for standard change (a pre-approved change that is low risk, relatively common and follows a procedure) or for access to an IT service.
• Create a G Suite Group, Storage Device Destruction, etc.
• Should be used in the case that something is being requested, but a Service Catalog request form is not available.

Question

• A user request for information about how to do something.
• How do I set up mail filters in Gmail?  How do I register for Guest wireless?
• Should be used in the case that information about how to accomplish a task is being requested

Internal Work

• An incident created by a DIT agent that involves internal resources, software, or hardware and is outside the realm of publicly available support or services. 
• Examples: Server or host is timing out when I try to connect to it. Bamboo isn't working. Cert needs renewal.
• Should not be used to label a regular request or incident that happens to be submitted by a DIT agent (PW Reset, My email isn't working, etc.)

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Service Level Expectations

If you report an issue to DIT, you should expect your Normal Priority case:

• To be assigned within 4 business hours.
• To be responded to on the same business day (next day response by midday if created after noon)
• To be resolved within 5 business days. 

Updates to the Customer will be sent on a daily basis for cases that are in progress, with the first update coming within 1 business day of creation. 

If a case is critical to campus operations and gets High Priority, it can be expected to be:

• Assigned within 15 minutes.
• Resolved the same business day .

Some cases may have a workaround or may not be as urgent and will be set with Low Priority:

• Assignment by the next business day.
• Resolution within 10 business days.

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IT Service Desk

Generally, the IT Service Desk acts as a hub for reporting technical support incidents and service requests. 

Supported services

Supported means that the IT Help Desk will make every attempt to perform any steps they are responsible for, with the expectation that they will perform one of the following:  

• Resolving the incident.
• Completing the service request.  
• Escalating it to the appropriate person or group for resolution and completion.

Referral services

Referral means that the IT Service Desk does not support the requested service; therefore, the customer will be referred to another resource (e.g., campus technician, vendor, another division, or another IT department) for assistance with the request.

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