The following fields are out-of-the-box fields that may be added to you

1. Which fields would you like on your form? Mark an X in front of those that s
2. Is this field mandatory? Yes or No
3. Who will be entering the values for this field? The choices are the service d
4. Who will be making changes to this field? The choices are the service desk
5. Will this field always be needed on the form or only part of the time? The ch
6. Are there any special requirements for this field? Examples might include,

Field Name Field Description

x Caller Reference to a User.

x Location Reference to Locations

Urgency Urgency of incident

x Impact Impact of incident

x Priority Usually calculated from urgency and impact

Severity Severity of incident

x Escalation Escalation of incident

x Category Customized category of the incident

Customized subcategory of the incident,
x Subcategory
based on category
x Incident state State or status of incident

x Assigned To Reference to User assigned to the incident

x Assignment Group Reference to Group assigned to the incident

x Short Description Short description of incident

x Description Long description of incident

Should this incident be converted into a

x Knowledge
Knowledge article?
Configuration item Reference to related Configuration item

x Work start Date/Time work began on incident

x Work end Date/Time work ended on incident

Timer engineer can use to track time on

x Time worked
incident. Timer can be paused by itil user.

x Business Duration Total time spent on ticket

x Additional comments Journal of comments about ticket

x Work notes Journal of work notes

Approval Approval state of incident

x Close code Close code of incident

x Close notes Close notes of incident

x Problem id Reference to Problem

Number of times an incident has been
x Reassignment count
reassigned
x Customer Internal or External Customer
hat may be added to your incident form. Please indicate the following.
an X in front of those that should be included.

e choices are the service desk, caller or both user types.

hoices are the service desk, caller or both user types.
ly part of the time? The choices are Always or Limited. If the choice is Limited, please explain in
Examples might include, If the user is a VIP, the priority should be urgent or If the incident state is

Field Type Required Entered by Modified By Always Visible

both user both user
Reference Yes Always
types types
both user both user
Reference Yes Always
types types
Drop down

Drop down Yes service desk service desk Limited

Drop down Yes service desk service desk

Limited
Drop down

Drop down Yes service desk service desk Limited

Drop down Yes service desk service desk Limited

Drop down Yes service desk service desk

Limited
Drop down Yes service desk service desk Always

Reference No service desk service desk

Limited

Reference No service desk service desk

Limited
both user both user
Text Yes Always
types types
both user both user
Text Yes
types types Always

True/False No service desk service desk

Limited
Reference No service desk service desk Always
Date and Time No service desk service desk Always
Date and Time No service desk service desk Always

Timer No service desk service desk

Always
Date and Time No service desk service desk Always

Journal No service desk service desk

Limited
Journal No service desk service desk Limited
Drop down

Text Yes service desk service desk Always

Text Yes service desk service desk Always
Reference No service desk service desk Always

Number No service desk service desk

Limited
Drop down Yes service desk service desk Limited
the following.

e choice is Limited, please explain in Special Requirements.

be urgent or If the incident state is Closed the close notes should be mandatory.

Special Requirements

Not as common

Editable by one specific group only

Editable by one specific group only

Not as common

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Not as common

Editable by one specific group only

Editable by one specific group only

Editable by one specific group only

Editable/viewable by one specific group only

Editable/viewable by one specific group only

ndatory.
Impact Urgency Severity Escalation
BC - High High Severity 1 - Critical Normal
BI - Medium Medium Severity 2 - High Moderate
BO - Low Low Severity 3 - Moderate High
Severity 4 - Low Overdue
Severity 5 - Planning
Incident State Priorty Closed Code Source
New High Cancelled Alerts
Active Medium Out of Scope Email
Awaiting Problem Low Self Recovery IT Main
Awaiting User Info Self Service Phone
Awaiting Evidence Successful Self Service
Pending Appointment Unsuccessful Walk Up
Resolved Workaround Web
Closed
 Below are SLA definitions for Incident Managment. The first is an example. Please iden
they are not met.

SLA Name Area Conditions Initial Response

Priority 1 Incident Priority is Critical 15 minutes

Priority 2 Incident Priority is High 15 minutes

Priority 3 Incident Priority is Moderate 15 minutes

Priority 4 Incident Priority is Low 15 minutes

In Planning, no priority
Planning Incident assigned yet N/A
he first is an example. Please identify any SLAs that should be defined for Incident Managment and what shou

What pauses it What satisfies it Total Duration

State = Awaiting 3rd Party Vendor
Response OR Awaiting Customer
Response OR Awaiting Evidence OR
Change Request Required State is Resolved or Closed 1 hour
State = Awaiting 3rd Party Vendor
Response OR Awaiting Customer
Response OR Awaiting Evidence OR
Change Request Required State is Resolved or Closed 4 hours
State = Awaiting 3rd Party Vendor
Response OR Awaiting Customer
Response OR Awaiting Evidence OR
Change Request Required State is Resolved or Closed 48 hours
State = Awaiting 3rd Party Vendor
Response OR Awaiting Customer
Response OR Awaiting Evidence OR
Change Request Required State is Resolved or Closed 10 calendar days

User info received;

State is Awaiting User Info Priority is set N/A
r Incident Managment and what should happen if

Immediate action Action

Escalation is set to Highest Mark SLA as Escalated

Escalation is set to High Mark SLA as Escalated

Escalation is set to Moderate Mark SLA as Escalated

Escalation is set to Low Mark SLA as Escalated

Escalation is NOT set No SLA Marks

SLA Name Area Conditions
Priority 1 Incident Priority is
Critical

OLA-RESOLUTION-SEV1-0.25 Incident Critical Priorit

OLA-RESOLUTION-SEV1-2Hr Incident Critical Priorit

OLA-RESOLUTION-SEV1-8Hr Incident Critical Priorit

OLA-RESOLUTION-SEV2-0.25 Incident High Priority

OLA-RESOLUTION-SEV2-6Hr Incident High Priority

OLA-RESOLUTION-SEV2-8Hr Incident High Priority

OLA-RESOLUTION-SEV2-12HrIncident High Priority

OLA-RESOLUTION-SEV2-24HrIncident High Priority

OLA-RESOLUTION-SEV2-72HrIncident High Priority

OLA-RESOLUTION-SEV3-0.25 Incident Moderate Prior

OLA-RESOLUTION-SEV3-24HrIncident Moderate Prior

OLA-RESOLUTION-SEV3-72HrIncident Moderate Prior

OLA-RESOLUTION-SEV3-120HIncident Moderate Prior

OLA-RESOLUTION-SEV3-192HIncident Moderate Prior

OLA-RESOLUTION-SEV4-0.25 Incident Low Priority

OLA-RESOLUTION-SEV4-24HrIncident Low Priority

OLA-RESOLUTION-SEV4-192HIncident Low Priority

OLA-RESOLUTION-SEV4-240HIncident Low Priority

OLA-RESOLUTION-SEV4-720HIncident Low Priority

OLA-RESPONSE-SEV1-0.25Hr Incident High Priority

OLA-RESPONSE-SEV2-0.25Hr Incident High Priority

OLA-RESPONSE-SEV2-1Hr Incident High Priority

OLA-RESPONSE-SEV2-2Hr Incident High Priority

OLA-RESPONSE-SEV2-24Hr Incident High Priority

OLA-RESPONSE-SEV3-0.25Hr Incident Moderate Prior

OLA-RESPONSE-SEV3-2Hr Incident Moderate Prior

OLA-RESPONSE-SEV3-4Hr Incident Moderate Prior

OLA-RESPONSE-SEV3-24Hr Incident Moderate Prior

OLA-RESPONSE-SEV3-72Hr Incident Moderate Prior

OLA-RESPONSE-SEV4-0.25Hr Incident Low Priority

OLA-RESPONSE-SEV4-8Hr Incident Low Priority

OLA-RESPONSE-SEV4-24Hr Incident Low Priority

OLA-RESPONSE-SEV4-192Hr Incident Low Priority

SLA-RESOLUTION-SEV1-2 Incident Low Priority

SLA-RESOLUTION-SEV2-24 Incident Critical Priorit
SLA-RESOLUTION-SEV3-168 Incident High Priority
SLA-RESOLUTION-SEV4-720 Incident Moderate Prior
What pauses it What satisfies it Total Duration (Hr)
State is Awaiting User State is Resolved or Closed 2 business hours
Info, Awaiting Problem or
Awaiting Vendor
State is Awaiting User Info State is Resolved or Closed 0.25
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 2
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 8
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 0.25
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 6
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 8
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 12
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 24
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 72
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 0.25
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 24
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 72
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 120
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 192
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 0.25
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 24
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 192
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 240
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 720
or assigned to a new group
State is Awaiting User Info State is Resolved or Closed 0.25
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 0.25
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 1
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 2
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 24
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 0.25
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 2
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 4
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 24
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 72
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 0.25
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 8
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 24
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 192
or Routed or Assigned to
staff member within group
State is Awaiting User Info State is Resolved or Closed 4
State is Awaiting User Info State is Resolved or Closed 24
State is Awaiting User Info State is Resolved or Closed 168
State is Awaiting User Info State is Resolved or Closed 720
Immediate aAction
Escalation is Mark SLA as Escalated
set to
Moderate
Please document the categories and subcategories that will be used on the Incid
levels of classification, they can be added with another column. The assignmen
if you know what assignment groups will handle each category.

Category Subcategory

Access Request

Production System

Request

Partner-Test System

Other Pre-Production System

Production System

Change Request

Partner-Test System

Production System
 Production System

Problem Partner-Test System

Other Pre-Production System

at will be used on the Incident form. If you have more
r column. The assignment group should be filled in
category.

Sub-subcategory
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Application Server
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Unassigned
Application - Server/Storage
Application - Software
Database - Server/Storage
Database - Software
Network
Data Center
Content Management
Category
AccuImage
Agile
Agile
Agile
Agile
Agile
Backup/Restore
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
BlackBerry Service
Audio Conferencing
Audio Conferencing
Audio Conferencing
Call Center (ACD) Service
Call Center (ACD) Service
Call Center (ACD) Service
Call Center (ACD) Service
Calling Card Service
Calling Card Service
Calling Card Service
PC
PC
PC
PC
Email
Email
Email
Email
Email
Email
Application A
Application A
Application A
Application B
Application B
Application B
Application C
Application C
Application C
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Hardware
Application D
Application D
Application D
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Brio Reporting
Application E
Application E
Application E
Application F
Application F
Application F
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Infrastructure
PC
PC
Microsoft Office
Microsoft Office
Mobile Phone Service
Mobile Phone Service
Mobile Phone Service
Mobile Phone Service
Network
Network
Network
Network
Network
Network
Network
Network
Network
Network
Network
Office Phone
Office Phone
Office Phone
Office Phone
Office Phone
Other
Other
Other
Other
Person Services
Person Services
Person Services
Person Services
Person Services
Person Services
Person Services
Remote VPN Access
Remote VPN Access
Remote VPN access
Remote VPN Access
Remote VPN Access
ServiceNow.com
ServiceNow.com
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Software (Other)
Video Conference Service
Video Conference Service
Voicemail Service
Voicemail Service
Voicemail Service
Wireless LAN
Subcateogry
Other
Access
Install Software
Other
Database
Password Reset
Information/Data
Desktop Software
Email
Order (Accessories)
Order (New)
Order (Replacement/Upgrade)
Password Reset
Plan Change/Feature Changes/Additions
Close Account
Order
Other
Contact Center Change
Install Agent Software
New Agent Setup
Other
Close Account
Order
Other
Order Desktop (New)
Order Desktop (Upgrade)
Other
Virus/Malware
BES
Distribution List Access
Mailbox/Calendar Access
Outlook
Outlook Web Access
Spam
Access
Install Software
Other
Access
Install Software
Password Reset
Access
Install Software
Other
Backup
Barcode
Desktop
Firewall
IPKVM
Keyboard
Laptop
Monitor
Mouse
Other
Printer
Projector
Router
SAN
Switch
UNIX Server
Windows Server
Access
Install
PW Reset
Access
Admin Set up
Cohrep Views
Data Fix
Install Software
Other
Reports
Access
Install Software
Other
Access
Install Software
Other
Antivirus
Directory Services
DNS
Monitoring
Sharepoint
Terminal Services
VMWare
Web Certificates
Order Laptop(New)
Order Laptop(Upgrade)
Install Software
Other
Order (Accessories)
Order (New)
Order (Replacement/Upgrade)
Plan/Feature Changes/Additions
Broadband Service
Guest Access
Internet Connectivity
Network Access Authorization (Firewall, Access List...)
Network Folder Access
Other
Password Reset
Remote VPN Access
Slow Logon
Wireless
Wireless Connectivity
Move
Order (Accessories)
Order (Desk Phone)
Other
Password Reset
Install Software
Telecom Services
Hardware
Other
Contract Offboard
Contractor Extension
Contractor Onboard
Name Change
New Hire/ Onboard
Office Move
Term / Offboard
External Partner Access
Install Soft Token Software
Install VPN Client Software
Other
Reset RSA Token Pin
Access
Other
Adobe Acrobat
Adobe Acrobat Install
Instant Messaging Install
Instant Messaging Other
Internet Explorer Install
Internet Explorer Other
Live Meeting Install
Live Meeting Other
Other
Project Install
Project Other
Visio Install
Visio Other
WinZip Install
WinZip Other
New video conferencing service setup/install
Other
New Account
Other
Password Reset
Connectivity
Sample 1 Sample 2
Category Subcateogry Category
Inquiry/Request Desktop ACCOUNTS
Web Application ACCOUNTS
Databae ACCOUNTS
HW ACCOUNTS
Network APPLICATION AND DATA
Backup / Restore APPLICATION AND DATA
Configuration / Price Quote APPLICATION AND DATA
How To / Training APPLICATION AND DATA
Issue Desktop Application APPLICATION AND DATA
Web Application APPLICATION AND DATA
Databae APPLICATION AND DATA
HW HARDWARE
Network HARDWARE
Access Desktop Application HARDWARE
Web Application NETWORK
Databae NETWORK
Server / Device Access NETWORK
Local Admin Access NETWORK
PW Reset NETWORK
PW Unlock TELEPHONY
Security Event Desktop Application TELEPHONY
Web Application TELEPHONY
Databae
Server / Device Access
Encryption
Virus
 Sample 3
Subcateogry Category Subcategory
ACCESS/CONNECTIVITY Request Password Reset
PERFORMANCE Password Expired
FUNCTIONALITY Account Locked
FAILURE/OUTAGE Voicemail Password Reset
ACCESS/CONNECTIVITY Inquiry/Help Anti-Virus
PERFORMANCE Email
FUNCTIONALITY Service Request
FAILURE/OUTAGE Remote Access
VIRUS/INTRUSION Phone
BACKUP Desktop SoftwareEmail
SECURITY Operating System
PERFORMANCE MS Office
FUNCTIONALITY Internal Application
FAILURE/OUTAGE Adobe
ACCESS/CONNECTIVITY Browser
PERFORMANCE Other
FUNCTIONALITY Desktop Hardwar CPU
FAILURE/OUTAGE Disk
SECURITY Keyboard
PERFORMANCE Memory
FUNCTIONALITY Monitor
FAILURE/OUTAGE Mouse
Printer
Scanner
CD/DVD drive
Wireless
Server Software Exchange
Legato
Citrix
Operating System
Office Communication Server
Active Directory
DNS
WINS
VMWare ESX
VMWare View
Veritas Volume Manager
System Center
MOM
Blackberry Enterprise Server
FaxComm
WSUS
Server Hardware CPU
Disk
 Memory
Network Card NIC
Fiber Channel Card
RAID Controller
Power Supply
Fans
CD/DVD drive
ILO/DRAC
Network DHCP
DNS
IP Address
VPN
Wireless
Router
Switch
ATM
Voice/Phone
Load Balancer
Voicemail
Database DB2
MS SQL Server
Oracle
SAP
Security Firewall
Proxy
VPN
Facilities Utility
Other
Storage Archive
Restore
SAN
Mainframe Syste CICS
OEM Software
Operating System
Communications
Sample 4
Category Subcategory
Admin Password Reset
Admin Account Lockout
Admin Documentation
Admin Data Restore
Admin Equipment Move
Admin Meeting Room Setup
Admin Other
Admin Permissions
Admin User Start
Admin User Separation
Admin User Status Change
Admin Training
Admin Software Installation Request
Data Management Data Extract
Data Management Report
Data Management Data Update
Hardware Cabling
Hardware Copier
Hardware Desk Phone
Hardware Desktop Computer
Hardware Fax Machine
Hardware Monitor
Hardware Networking
Hardware Notebook Computer
Hardware Other
Hardware PDA/Smart Phone
Hardware Power
Hardware Printer
Hardware Server
Hardware Storage
Software ADP
Software Centricity
Software Concur
Software Desktop Apps (Office)
Software Exchange
Software GP Dynamics
Software Intranet (ProKnow)
Software Nextdocs
Software OS
Software Other
Software Phone Call Routing
Software ProDIAS
Software PrOS
Software Qlikview
Software Reports
Software SalesLogix
Software Malware
Software SQL Server
Software VPN
Software VoiceMail
Software RAM
Software iVantage
Software FAS
Software Contract Assistant
Software FRx/Enterprise Reporting
Software ReqNet
Network Wired (PL)
Network Wireless (PL)
Network Bluetooth
Network Public network
Network Home network
Category Subcateogry
Request PW Reset
Request PW Expired
Request Account Locked
Inquiry / Help Anti-Virus
Inquiry / Help Email
Inquiry / Help Internal Application
Software Email
Software Operating System
Hardware CPU
Hardware Disk
Hardware Keyboard
Hardware Memory
Hardware Monitor
Hardware Mouse
Network DHCP
Network DNS
Network IP Address
Network VPN
Network Wireless
Database DB2
Database MS SLQ Server
Database Oracle