Service Name
IT Incident Report
Service Description
Use this form to report IT incidents and service disruptions. Examples:
- Unable to log in
- Software errors
- Computer issues
- Printer problems
- Network or Internet connectivity issues
- Systems that were previously working but are now failing
Note: This service is intended for break/fix issues, outages, degradations, and unexpected interruptions to IT services. Requests for new access, equipment, software installations, or planned changes should be submitted through the appropriate Service Request catalog item.
What Each Category Covers:
- Access: Login issues
- Applications: Banner, FormFusion, Argos, DegreeWorks, etc.
- Digital Learning: Brightspace/D2L & related educational technologies
- Hardware: Computers, Laptops, Printers, etc.
- Network: Internet Speed, VPN, etc.
- Software: Office 365, Adobe, etc.
Service Category
IT Helpdesk → IT Incident Report
Service Availability
- Request Submission: 24/7 via TeamDynamix Self-Service Portal
- Fulfillment Hours: Monday–Friday, 8:00 AM – 5:00 PM (excluding holidays)
- After-Hours Requests: Processed next business day unless marked Urgent/Emergency
Eligibility
- Available to all employees and authorized users
Incident Process
- Incident submitted via TeamDynamix Client Portal or Service Desk
- Ticket Status: New
- Initial triage and prioritization
- Assignment to appropriate ITS support group
- Investigation and diagnosis (In Process)
- Resolution or workaround implemented
- User validation, when applicable
- Ticket Status changed to Resolved
- Ticket Status changed to Closed
Service Level Targets
Service Level Targets table
| Priority |
Criteria |
Response Time |
Resolution Time |
| Low |
Minor issue with limited impact; workaround available; affects a single user or non-critical service |
Within 8 business hours |
Within 5 business days |
| Medium |
Standard incident affecting productivity for one or more users; no widespread outage |
Within 4 business hours |
Within 2 business days |
| High |
Significant business impact; department-wide disruption; limited workaround available |
Within 1 business hour |
Within 8 business hours |
| Critical |
Major outage affecting critical business operations, multiple departments, campus-wide services, or significant security events |
Within 15 minutes |
Continuous response until service restoration |
SLA Clock Starts: When incident status changes to Open or In Process.
SLA Clock Pauses: When awaiting user response, third-party vendor response, scheduled maintenance windows, or approved exceptions.
SLA Clock Ends: When incident status changes to Resolved.
Note: Resolution targets represent restoration of service and may include temporary workarounds when permanent remediation requires additional effort.
Service Scope
Service Scope table
| Included |
Not Included |
- Incident triage and prioritization
- Troubleshooting and diagnosis
- Restoration of service
- Incident escalation to specialized support teams
- Communication of outage status and resolution progress
- Root cause analysis for major incidents
- Coordination with third-party vendors when required
|
- New software requests
- New hardware requests
- Access provisioning requests
- System enhancement requests
- Project work
- Planned technology changes
- Training requests not associated with an active incident
|
Roles and Responsibilities
Roles and Responsibilities table
| Users |
ITS |
- Report issues promptly with accurate information
- Provide screenshots, error messages, and supporting details when possible
- Be available for troubleshooting and testing
- Confirm service restoration when requested
|
- Acknowledge incidents within established SLA targets
- Classify and prioritize incidents appropriately
- Provide timely status updates
- Escalate incidents as necessary
- Restore service as quickly as possible
- Document resolution and closure information
|
Dependencies
- Availability of affected systems and services
- User responsiveness during troubleshooting
- Vendor or third-party support engagement
- Network and infrastructure availability
- Security review and incident response processes, when applicable
Escalation Process
- Contact the ITS Service Desk
- Escalation to Tier 2 or specialized support team
- Escalation to Service Owner and/or vendor support
- Critical incidents escalated to ITS leadership
- Executive notification and vendor engagement as required
Service Completion
- Incident is considered resolved when service has been restored or an acceptable workaround has been implemented.
- Ticket status is changed to Resolved.
- Ticket is automatically or manually changed to Closed after user confirmation or a defined waiting period.
Reporting & Metrics
- % of requests completed within SLA targets
- Average turnaround time
- Number of security-related denials or escalations
- User satisfaction scores
Review & Updates
This SLA will be reviewed annually and updated as needed to reflect:
- Changes to supported services
- Operational improvements
- Technology platform changes
- Business requirements
- Incident management best practices
- Regulatory or security requirements