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 re-provision
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’.
The analyst or engineer will provision the equipment and enter time using the work type “Provisioning and Imaging”.
Use the template shown below in Exhibit A to capture the details associated with the equipment for the provision or re-provision.
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 crossover, contact your lead.
Exhibit A: Provisioning Details Template
Please use the format below to gather the information needed for all Category 8 tickets.
- By when?
- Employee name:
- M365 username:
- Domain username:
- Computer make/model:
- Computer S/N:
- Equipment PO Number:
- AC Adapter:
- Battery:
- Accessories? (Ex. Laptop bag, software. Other)
- Detailed description of problem:
- Media sanitation needed:
- Inventory type: New CIT Procured, New Client Procured, Pulled from inventory, Client provided. For the last 2 options (please notate if the equipment was purchased through CIT or if the client purchased on their own at some point).
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