Freshservice Catagories

Subcategory Item Description Identity & Access
Account Provisioning Creation, modification, and deactivation of user accounts across systems and applications.
Group Management Adding/removing users from groups, managing roles, and maintaining group-based access.
Authentication Issues Troubleshooting login problems, password resets, and failed authentication attempts.
Permissions & Access Requests Handling user requests for additional permissions or elevated access.
Identity Governance Oversight of user lifecycle management, role assignments, and access audits.
SSO / MFA Support Support for Single Sign-On configuration and Multi-Factor Authentication troubleshooting.
Cloud Operations
Architecture Design and planning of cloud infrastructure to meet organizational needs.
Backup & DR Cloud-based backup solutions and disaster recovery configurations.
IaC Deployment and management of infrastructure through Infrastructure as Code (Terraform, ARM, etc.).
Monitoring Performance, uptime, and health monitoring of cloud systems and services.
Networking Cloud networking configuration, including VNETs, firewalls, and connectivity.
Azure AI Support and integration of Azure AI tools and machine learning services.
Cost Management Monitoring and optimizing cloud spending and usage.
Cloud Migration Moving workloads, apps, or data into cloud environments.
Service Integration Connecting cloud services with on-prem or third-party platforms.

Cloud Compute, Storage & Resource Changes
Provisioning, resizing, or decommissioning cloud resources.
Application Support
App Access Issues Troubleshooting user access and login problems for applications.
Performance / Error Troubleshooting Resolving application slowness, crashes, or unexpected behavior.
Configuration Support Assistance with configuring application settings and integrations.
Licensing / Subscription Issues Managing license assignments, renewals, and subscription problems.
Software Install / Update Installing new applications or applying patches/updates to existing ones.
Endpoint Management
Software Deployment Distribution of software packages to end-user devices.
Imaging & Provisioning Preparing and deploying standard device images for new or repurposed hardware.
Device Troubleshooting Resolving issues with desktops, laptops, and mobile devices.
Patch Management Deploying security patches and updates to endpoints.
Configuration Management Applying and enforcing endpoint configuration policies.
Printer management Support for printer setup, drivers, and connectivity.
Infrastructure
Server & Storage Management Ongoing maintenance, administration, and oversight of infrastructure. Operational, tied to continuous management rather than discrete change requests.

Server, Storage & Resource Changes
Specific modifications or adjustments to existing infrastructure. Action-oriented, tied to one-off changes or updates to compute/storage resources.
Backup & DR On-premises backup solutions and disaster recovery planning.
Patch Management Applying patches and updates to servers and infrastructure systems.
Network Connectivity Troubleshooting and managing LAN/WAN, VPN, and routing issues.
Power / Facility Support Power, cooling, and physical facility-related support for IT systems.
Virtualization Management Managing VMware, Hyper-V, or other virtualization platforms.
Security & Compliance
Vulnerability Remediation Addressing identified vulnerabilities and applying necessary fixes.
Endpoint Protection Antivirus, EDR, and other endpoint protection solutions.
Policy Enforcement Ensuring security and compliance policies are followed across IT systems.
Security Monitoring / Response Threat detection, incident response, and log monitoring.
Compliance Requests / Audits Supporting internal and external audits, regulatory compliance, and evidence gathering.