Starter Pack Service Requests by Category

After you import and promote the Starter Pack Forms and SRC - Service Request process app, the Request Center is populated with the Starter Pack Service Requests.

All Starter Pack Forms include fields to gather requester details, project information, and cost center. Pertinent fields in each service have been set as required and many have default values; you can change these settings in SBM Application Administrator as needed. You can also customize service level agreements in SBM Application Administrator.

The following table lists the Starter Pack Service Requests by category, the form used for each service request, a description of how each service request is meant to be used, default service level agreement. Unless otherwise noted, the service requests use the Service Request workflow in the SRC - Service Request process app and the external forms found in the Starter Pack Forms process app.

Advanced IT Services

Service Request	Submit and State Forms	Description	Default Service Level Agreement
Backup Request	Backup	Tracks one-time or ongoing requests for IT to back up a server machine. Default settings include: Urgency, Impact, and Priority fields are set to Department, Single User, and 3. Type set to Other. Requires Business Approval set to Yes.	Resolved within two business days.
Firewall Request	Firewall	Tracks requests for users who need to access a particular server that is outside the network firewall. Default settings include: Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Requires Business Approval field is set to Yes. Type set to Access. Title set to Firewall Request.	Resolved within five days.
MSDN License Request	MSDN Account	Tracks access to MSDN licenses. Default settings include: Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. The Requires Financial Approval field is set to Yes. The Requires Purchasing field is set to Yes. Type set to Purchase. Title set to MSDN Account Request.	Resolved within five business days.
Network Port Request	SR - Submit (found in SRC - Service Request process app)	Tracks employee requests for access to restricted network ports. Default settings include: The Requires Business Approval is set to Yes. Type set to Access.	Resolved within three business days.
New Mailbox Request	SR - Submit (found in SRC - Service Request process app)	Tracks employee requests for new mailboxes. Default settings include: Type set to Other.	Resolved within five business days.
Restore Request	SR - Submit (found in SRC - Service Request process app)	Tracks the restoration of an IT system or service. Default settings include: Type set to Other.	Resolved within two business days.

Employee Services

Service Request	Form	Description	Default Service Level Agreement
Desk Phone Request	Desk Phone Voice Mail	Tracks the setup of a new phone for an employee. Default settings include: Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Requires Business Approval set to Yes. Type set to Access. Title set to Desk Phone/Voice Mail Request.	Resolved within two days.
New Hire Request	New Hire	Manages the hiring of a new employee. The submit form is a wizard that walks you through multiple tabs, including: General information about the employee, such as employee name, expected start date, job title, department, and office location (such as cube number or remote location). Computer tab collects information about the required computer and software needs. Voice and data tab collects information about phone and voicemail requirements. Network tab collects information about VPN access and email setup. Special Instructions include other setup requirements such as access to a printer, mainframe, or CRM tools. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Department, and 3. Type set to Other.	Resolved within 10 business days.
Office Move Request	Office Move	Enables employees or contractors to request an office move. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Type set to Other.	Resolved within 15 business days.
Update Contact Info	SR - Submit (found in SRC - Service Request process app)	Enables employees to request updates to their contact information. Default settings include: Type set to Other.	Resolved within two business days.
VPN Access Request	VPN Access	Enables users to request VPN access for a specific IP address. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Type set to Other.	Resolved within five days.

Facilities Services

Service Request	Form	Description	Default Service Level Agreement
Building Security	New Access Badge	Tracks requests for security badges. The New Access Badge wizard submit form collects all of the pertinent information about the employee, including name, department, manager, access needs, and emergency contact information. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Requires Business Approval set to Yes. Type set to Access. Title set to New Access Badge Request.	Resolved within five days.
Facilities Issue	SR - Submit (found in SRC - Service Request process app)	Tracks general facilities issues. Default settings include: Type set to Other.	Resolved within one day.
HVAC Request	HVAC	Tracks requests for managing heating, ventilation, and air conditioning set up and changes. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Department, and 4. Requires Business Approval and Requires Financial Approvalset to Yes. Type set to Other. Title set to HVAC Request.	Resolved within seven days.
Security Card Request	SR - Submit (found in SRC - Service Request process app)	Tracks requests for employee security cards. Default settings include: Requires Business Approval set to Yes. Type set to Access.	Resolved within two business days.
Security Incident Report	SR - Submit (found in SRC - Service Request process app)	Tracks generic requests related to security concerns. Default settings include: Type set to Other.	Resolved within five days.
Suggestion Box	SR - Submit (found in SRC - Service Request process app)	Tracks suggestions for the facilities team. Default settings include: Type set to Other.	Resolved within 30 business days.

IT Infrastructure

Service Request	Form	Description	Default Service Level Agreement
Install Server	Install Server	Tracks new server installations. The Install Server wizard submit form collects pertinent information, including: Hardware and operating system requirements. Permission requirements. Network configuration, such as load balancing requirements and DMZ need. Backup configurations such as frequency of backups and retention periods. General instructions such as monitoring needs and driver specifications. Default settings include: Urgency, Impact, and Priority fields are set to Medium, Department, and 3. Requires Purchasing and Requires Financial Approval are set to Yes. Type set to Purchase. Title set to Install Server Request. Auxiliary table relationships: The Requested Operating System field references the SRC - Operating Systems auxiliary table. Populate this table with available operating systems before users submit requests.	Resolved within 15 business days.
Install/Upgrade OS	Install OS	Tracks requests to install operating systems. submit form collects the pertinent information for a new operating system, including: Request details such as upgrade reason, current and requested operating systems, and additional information such as drivers, adapters, and components. Attachments. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Requires Purchasing and Requires Financial Approval are set to Yes. Type set to Purchase. Title set to Install OS. Auxiliary table relationships: The Current Operating System and Requested Operating System fields reference the SRC - Operating Systems auxiliary table. Populate this table before users submit requests.	Resolved within10 days.
New VM Image Request	VM Image	Tracks requests for the installation and setup of new VMWare ESX images. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Department, and 3. Requires Financial Approval set to Yes. Type set to Other. Title set to VM Image Request.	Provisioned within 15 business days.

Service Request

Form

Description

Default Service Level Agreement

Install Server

Tracks new server installations. The Install Server wizard submit form collects pertinent information, including:

Hardware and operating system requirements.
Permission requirements.
Network configuration, such as load balancing requirements and DMZ need.
Backup configurations such as frequency of backups and retention periods.
General instructions such as monitoring needs and driver specifications.

Default settings include:

Urgency, Impact, and Priority fields are set to Medium, Department, and 3.
Requires Purchasing and Requires Financial Approval are set to Yes.
Type set to Purchase.
Title set to Install Server Request.

Auxiliary table relationships:

The Requested Operating System field references the SRC - Operating Systems auxiliary table. Populate this table with available operating systems before users submit requests.

Resolved within 15 business days.

Install/Upgrade OS

Install OS

Tracks requests to install operating systems. submit form collects the pertinent information for a new operating system, including:

Request details such as upgrade reason, current and requested operating systems, and additional information such as drivers, adapters, and components.
Attachments.

Default settings include:

The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4.
Requires Purchasing and Requires Financial Approval are set to Yes.
Type set to Purchase.
Title set to Install OS.

Auxiliary table relationships:

The Current Operating System and Requested Operating System fields reference the SRC - Operating Systems auxiliary table. Populate this table before users submit requests.

Resolved within10 days.

New VM Image Request

VM Image

Tracks requests for the installation and setup of new VMWare ESX images.

Default settings include:

The Urgency, Impact, and Priority fields are set to Medium, Department, and 3.
Requires Financial Approval set to Yes.
Type set to Other.
Title set to VM Image Request.

Provisioned within 15 business days.

IT Purchasing Requests

Service Request	Form	Description	Default Service Level Agreement
Install Client Software	Client Software Install	Tracks new software installations. The request filters available software choices based on the selected department. Pertinent information for a software installation is gathered, including: Request details such as department, current operating system, requested software, and PC IP address. Attachments Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Requires Purchasing and Requires Financial Approval are set to Yes. Type set to Purchase. Title set to Install Client Software. Auxiliary table relationships: The Current Operating System and Client Software Requested fields reference the SRC - Client Software and SRC - Operating Systems auxiliary tables. Populate these tables before users submit requests.	Resolved within five business days.
Install New Desktop	New Desktop Install	Tracks requests for new personal computers. The request gathers the requested computer type, along with the desired model and operating system. The request collects other pertinent information including: Request details include department, requested PC type and model, requested operating system, monitor requirements, speaker requirements, and fields for additional information. Note that the The available selections for Request PC Model and Request Operating System depend on the selection for Requested PC Model. The available selections are configured in the Computer Types auxiliary table. Attachments Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. The Requires Purchasing and Requires Financial Approval fields are set to Yes. Type set to Purchase. Title set to New Desktop Install. Auxiliary table relationships: Request PC Type, Requested PC Model, and Requested Operating System fields reference the SRC - Computer Types, SRC - Computer Models, and Operating Systems auxiliary tables. Populate these tables before users submit requests.	Resolved within five business days.
Mobile Device Request	Mobile Device	Tracks employee requests for new mobile phones and pagers. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Requires Purchasing and Requires Financial Approval are set to Yes. Type set to Purchase. Title set to Mobile Device Request. Auxiliary table relationships: Mobile Device selections are based on the Mobile Carrier selection. These two fields are populated based on their respective auxiliary tables. Populate the SRC - Mobile Carrier and SRC - Mobile Device tables before users submit requests.	Resolved within 10 business days.

Service Request

Form

Description

Default Service Level Agreement

Install Client Software

Client Software Install

Tracks new software installations. The request filters available software choices based on the selected department. Pertinent information for a software installation is gathered, including:

Request details such as department, current operating system, requested software, and PC IP address.
Attachments

Default settings include:

The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4.
Requires Purchasing and Requires Financial Approval are set to Yes.
Type set to Purchase.
Title set to Install Client Software.

Auxiliary table relationships:

The Current Operating System and Client Software Requested fields reference the SRC - Client Software and SRC - Operating Systems auxiliary tables. Populate these tables before users submit requests.

Resolved within five business days.

Install New Desktop

New Desktop Install

Tracks requests for new personal computers. The request gathers the requested computer type, along with the desired model and operating system. The request collects other pertinent information including:

Request details include department, requested PC type and model, requested operating system, monitor requirements, speaker requirements, and fields for additional information. Note that the
The available selections for Request PC Model and Request Operating System depend on the selection for Requested PC Model. The available selections are configured in the Computer Types auxiliary table.
Attachments

Default settings include:

The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4.
The Requires Purchasing and Requires Financial Approval fields are set to Yes.
Type set to Purchase.
Title set to New Desktop Install.

Auxiliary table relationships:

Request PC Type, Requested PC Model, and Requested Operating System fields reference the SRC - Computer Types, SRC - Computer Models, and Operating Systems auxiliary tables. Populate these tables before users submit requests.

Resolved within five business days.

Mobile Device Request

Mobile Device

Tracks employee requests for new mobile phones and pagers.

Default settings include:

The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4.
Requires Purchasing and Requires Financial Approval are set to Yes.
Type set to Purchase.
Title set to Mobile Device Request.

Auxiliary table relationships:

Mobile Device selections are based on the Mobile Carrier selection. These two fields are populated based on their respective auxiliary tables.

Populate the SRC - Mobile Carrier and SRC - Mobile Device tables before users submit requests.

Resolved within 10 business days.

IT Services for Users

Service Request	Form	Description	Default Service Level Agreement
Access to Network Printer	Network Printer Access	Tracks requests for users who need access to a particular network printer or need a printer to be added to the network. The request gathers the basic details, including printer name, IP address, and any special features. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Title is set to Network Printer Access Request. Requires Business Approval set to Yes. Type set to Access.	Resolved within five days.
Modify Distribution List	Modify Distribution List	Tracks requests for adding, modifying, or deactivating e-mail distribution lists. Default settings include: The Urgency, Impact, and Priority fields are set to Medium, Single User, and 4. Title is set to Modify Distribution List. Requires Business Approval set to Yes. Type set to Access.	Resolved within two days.
Password Reset	SR - Submit (found in SRC - Service Request process app)	Tracks password reset requests for employees Default settings include: Type set to Access.	Resolved within one day.
Printer Service Request	SR - Submit (found in SRC - Service Request process app)	Tracks requests for access to a printer or new printer purchases. Default settings include: Type set to Other.	Resolved within two days.
Software License Request	SR - Submit (found in SRC - Service Request process app)	Tracks requests for new software license orders or assignments. Default settings include: Type set to Purchase.	Resolved within ten business days.