OOTB Service Categories and Subcategories
CSM provides the following OOTB Categories and Subcategories.
| Service | Category | Subcategory | Incident Type | Specific Form |
|---|---|---|---|---|
| Account Management | Network Access | Change Password | Request | Standard Details |
| Account Management | Network Access | New Account | Request | Standard Details |
| Account Management | Network Access | Password Reset | Request | Standard Details |
| Account Management | Network Access | New Account | Request | Standard Details |
| Account Management | Network Access | Remove Access/Permissions | Request | Standard Details |
| Account Management | Self Service | Change Password | Request | Standard Details |
| Account Management | Self Service | New Account | Request | Standard Details |
| Conferencing/ Presentation | Equipment Request | Request Conference Phone | Request | Presentation |
| Conferencing/ Presentation | Equipment Request | Request Projector | Request | Presentation |
| Conferencing/ Presentation | Equipment Request | Request Webcam | Request | Presentation |
| Conferencing/ Presentation | Video/Audio Conferencing | One-Time Convergence Setup | Request | Presentation |
| Conferencing/ Presentation | Video/Audio Conferencing | Request Account | Request | Presentation |
| Desktop Management | Anti-Virus | Request Installation/Config | Request | Standard Details |
| Desktop Management | Anti-Virus | Submit Incident | Incident | Standard Details |
| Desktop Management | Computer | Request Computer Upgrade | Request | Standard Details |
| Desktop Management | Computer | Request New Computer | Request | Order Computer |
| Desktop Management | Computer | Request Removal of Computer | Request | Standard Details |
| Desktop Management | Computer | Submit Incident | Incident | Standard Details |
| Desktop Management | Misc. Software | Request Installation/Config | Request | Standard Details |
| Desktop Management | Misc. Software | Submit Incident | Incident | Standard Details |
| Desktop Management | OS | Request Upgrade | Request | Standard Details |
| Desktop Management | OS | Submit Incident | Incident | Standard Details |
| E-mail/Calendaring | Browser Client | Request Access/installation | Request | Website Address |
| E-mail/Calendaring | Browser Client | Submit Incident | Incident | Connectivity |
| E-mail/Calendaring | Desktop Client | Request Access/installation | Request | Standard Details |
| E-mail/Calendaring | Desktop Client | Submit Incident | Incident | Connectivity |
| E-mail/Calendaring | Mailbox | Request Disk Quote Increase | Request | Request Disk Quota Increase |
| E-mail/Calendaring | Mailbox | Request Mailbox or Alias | Request | Request Mailbox or Alias |
| E-mail/Calendaring | Mailbox | Spam Filter request | Request | Spam Filter Request |
| E-mail/Calendaring | Mobile Client | Request Access/installation | Request | Standard Details |
| E-mail/Calendaring | Mobile Client | Submit Incident | Incident | Connectivity |
| Employee Support | Add/Change | Employee Separation | Request | Employee Departure |
| Employee Support | Add/Change | New Employee Setup | Request | New Employee |
| Employee Support | Add/Change | Update Employee | Request | Update Employee |
| Enterprise Apps | Accounting System | NA | Incident | Standard Details |
| Enterprise Apps | CRM/Sales Software | NA | Incident | Standard Details |
| Enterprise Apps | JD Edwards | Convert to Option form | Request | Standard Details |
| Enterprise Apps | JD Edwards | Submit Incident | Incident | Standard Details |
| Enterprise Apps | MS Office | NA | Request | Standard Details |
| Enterprise Apps | MS Office | Submit Incident | Incident | Standard Details |
| Enterprise Apps | Office Suite | NA | Request | Standard Details |
| Enterprise Apps | Oracle | Convert to Option form | Request | Standard Details |
| Enterprise Apps | Oracle | Submit Incident | Incident | Standard Details |
| Enterprise Apps | PeopleSoft | NA | Request | Standard Details |
| Enterprise Apps | PeopleSoft | Submit Incident | Incident | Standard Details |
| Enterprise Apps | SAP | NA | Request | Standard Details |
| Enterprise Apps | SAP | Submit Incident | Incident | Standard Details |
| IT Service Desk | Report Outage or Error | NA | Incident | Standard Details |
| IT Service Desk | Report Outage or Error | Submit Incident | Incident | Standard Details |
| IT Service Desk | Request Help | NA | Request | Standard Details |
| IT Service Desk | Request Help | Submit Service Request | Request | Standard Details |
| Network Services | Backup/Restore | Request Full Restore of backup | Request | Backup/Restore |
| Network Services | Backup/Restore | Request new backup job | Request | Backup/Restore |
| Network Services | Backup/Restore | Request restore of files | Request | Backup/restore |
| Network Services | Fileserver | Request File Share | Request | Request File Share |
| Network Services | Fileserver | Request increase in disk quota | Request | Request Increase in Disk Quota |
| Network Services | Physical Wires | Request new wiring | Request | Request New Wiring |
| Network Services | Physical Wires | Request relocation or wiring | Request | Request Relocation of Wiring |
| Network Services | Physical Wires | Submit Incident | Incident | Standard Details |
| Network Services | Wireless | Request Access | Request | Request Access |
| Network Services | Wireless | Submit Incident | Incident | Standard Details |
| Printing | Desktop | Request desktop printer | Request | Printer Order Form |
| Printing | Desktop | Request toner/ink | Request | Toner Order Form |
| Printing | Desktop | Submit Incident | Incident | Print Incident |
| Printing | Network | Request access to network printer | Request | Request Access to Network Printer |
| Printing | Network | Request new network printer | Request | Printer Order Form |
| Printing | Network | Request toner/ink | Request | Toner Order Form |
| Printing | Network | Submit Incident | Incident | Print Incident |
| Telephony/Fax | Call Center Telephony | Move/add/change user or queue | Request | Standard Details |
| Telephony/Fax | Call Center Telephony | Request ACV/IVR change | Request | Standard Details |
| Telephony/Fax | Call Center Telephony | Submit Incident | Incident | Phone/Fax Incident |
| Telephony/Fax | Desktop Telephone | Request telephone | Request | Standard Details |
| Telephony/Fax | Desktop Telephone | Submit Incident | Incident | Phone/Fax Incident |
| Telephony/Fax | Fax | Request FAX hardware | Request | Standard Details |
| Telephony/Fax | Fax | Request FAX software | Request | Standard Details |
| Telephony/Fax | Fax | Request FAX toner/ink | Request | Standard Details |
| Telephony/Fax | Fax | Submit Incident | Incident | Phone/Fax Incident |
| Telephony/Fax | Mobile Telephone | Request telephone | Request | Standard Details |
| Telephony/Fax | Mobile Telephone | Submit Incident | Incident | Phone/Fax Incident |
| Web Services | Internet | Request new page or site | Request | Request New Page or Site Specifics Screen |
| Web Services | Internet | Request update to page or site | Request | Request New Page or Site Specifics Screen |
| Web Services | Internet | Submit Incident | Incident | Standard Details |