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Ticket Taxonomy

Ticket Taxonomy

Owned by Scott Gallagher
Mar 03, 2025
2 min read

Refined ITSM Taxonomy for Higher Education IT Support

This refined taxonomy optimizes ticket classification, reporting, and usability while maintaining ITSM best practices. It ensures clarity, efficiency, and long-term scalability.

1. Account Management

Manages user authentication, identity services, and access requests.

Subcategories:

  • Account Creation (New, Guest, Sponsored)

  • Account Modification (Email, Depart, Groups, Permissions, Shares)

  • Account Termination (Deactivation, Employee Offboarding)

  • Login & SSO Issues

  • MFA Issues

  • Password Issues

2. Hardware Management

Covers all physical devices, lifecycle management, and repair services.

Subcategories:

  • Desktop & Mobile Support (Desktop, Laptops, Workstations)

  • Device Reimage & Setup

  • Hardware Moves

  • Peripherals (Monitors, Docking Stations, Keyboard, Mouse)

  • Surplus

3. Software Management

Includes software installations, licensing, troubleshooting, and compliance.

Subcategories:

  • Software Installation & Configuration

  • Software Request

  • Software Renewal

  • Software Troubleshooting

4. Enterprise Systems & SaaS

Support for institutional applications used across departments.

Subcategories:

  • Academic Applications (GIS, SPSS, Research Tools)

  • Business Process Automation (PowerApps, eSign, Workflow Tools)

  • Collaboration Tools (Office 365, OneDrive, SharePoint, Teams, Zoom)

  • Learning Management Systems (Canvas, Panopto)

  • Management Systems (Intra, ConfigMgr, JAMF)

  • Student & Administration Systems (Banner, Argos, Qualtrics)

5. Network Management

Manages internet access, security, and infrastructure.

Subcategories:

  • Network Hardware Request (AP, Switches, Port Activation)

  • Network Performance & Troubleshooting

  • Wired & Wireless Network Access (Wired, Wireless)

  • VPN

6. Security

Covers IT security threats, compliance, and risk management.

Subcategories:

  • Account Security (Compromised Accounts, Phishing, Recovery)

  • Endpoint Security (Antivirus, Malware Protection, Encryption)

  • Physical Security (Hardware Alarms, Locks)

  • Security Policy & Governance (Data Protection, Compliance)

7. ITSM

Manages IT documentation, processes, and organizational IT functions.

Subcategories:

  • Asset & Inventory Management

  • IT Change & Patch Management

  • ITSM Process Improvement

  • Knowledge Management (Confluence, User & Policy Docs, Training Materials)

  • Procurement & Purchasing

8. Classroom Support

Covers technology used in learning spaces and campus facilities.

Subcategories:

  • AV Equipment Support (Projectors, Smart Boards, Owls)

  • Lab & Classroom Technology (Lecture Capture, Laptop Connections)

9. Print Management

Covers campus printing, troubleshooting, and supply management.

Subcategories:

  • Print Credit & Billing Support

  • Printer Maintenance & Repair

  • Print Server & Network Printing

  • Printer Setup & Configuration

10. Telephony

Manages university phone systems and collaboration tools.

Subcategories:

  • Call Queue & Voicemail Management

  • Phone Number Assignments

  • VOIP & Desk Phones

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