1. Resolution Categorization
Remedy
Resolution Categorization

2. Categorization tab: Resolution

3. Resolution Categorization Logic
Tier 1 (General Subject) – What you fixed or worked with
Access, Connectivity, Hardware, Software, New Hire, Request, Software, Telecom, Training, etc
Tier 2 (Action taken) – What you did
Created, Installed, Purchased, Provided, Established, Completed.
Added, Restored, Updated, Transferred, Moved, Upgraded, Updated, Managed.
Disabled, Deleted, Removed, Uninstalled, Terminated.
Tier 3 (item or reason) – What that action was done on or for.
Application, Software, Drivers, Infoweb, Department Meeting,
Laptop, Desktop, Network Printer, Local Desk Printer, Polycom, Projector,
Shared Mailbox, Shared Folder, Network folder location, Security Group, AIMS Role,
Network, Virtual Machine, Employee, Contractor, Vendor, Partner, Mobile device,

4. Example 1: Access T1: Access T2: Added T2: Restored T2: Disabled
(General Subject)
(Action taken)
T3: (Item or reason)
Application, Computer, Infoweb, Server,
Shared Folder, Shared Mailbox, User Mailbox, Other.

5. More Examples: T3: T3: T1: Hardware T2: Installed T1: Software
Purchased
Fixed
Moved
Upgraded
Removed
Disposed
T3:
Computer Component
Desktop
Laptop
Handheld Scanner
Input device
Network Printer/Copier
Projector
Server
Local Desk printer
Other
T1: Software
T2: Installed
Packaged
Purchased
Fixed
Upgraded
Uninstalled
T3:  
Computer Component
Desktop
Laptop
Handheld Scanner
Input device
Network Printer/Copier
Projector
Server
Local Desk printer
Other

6. More… T3: T3: T3: T1: Email Configuration T2: Created Updated Deleted
Distribution List
Shared Mailbox
Other
User Info
T1: Telecom
T2: Completed
Fixed
Upgraded
Removed
T3:
Broadband
Cell Phone
Corporate voic
Deskp hone
Other Mobile Device
Polycom
T1: Project
T2: Managed
T3:
Department Meeting
Move
Other
Sales/Service Meeting
Task Force

7. Other T3: T3: T3: T3: T1: Training T2: Provided T1: Information
Application
Hardware
Mobile Device Functionality
Other
Software
T1: Information
T2: Provided
T3:
Application
Hardware
ISI Corporate Environment
IT Self Help
Other
Software
T1: New Hire
T2: Completed
T3:
Consultant
Conversion
MSA Contractor
Partner
Role Change
TAC/Advantage Contractor
Vendor
T1: User
T2: Terminated
T3:
Consultant
MSA Contractor
Partner
TAC/Advantage Contractor
Vendor

8. Lastly…
It’s not perfect so let us know if you see something that is questionable.
We can add, remove, rename, tweak, or re-train as we see fit.