Create clear categories for support/ongoing services

[andreahewitt-odd]

Description

RIght now, Platform teams bucket all their support work into one zenhub epic. The problem with this is that OCTODE can't give them prioritiy to what support requests absolutely need to be handled and what support requests can wait. We can't write SLAs around specific areas because we aren't sure what they are.

Approach: Look through the tickets in those support epics and create these categories. Each time will need to make an ongoing service for the specific kind of requests or support they are providing from now on

Acceptance Criteria

• [ ] There is a list of support types that has been created by all the teams that is granular enough to give priority too
• [ ] Platform teams understand what support requests they are responsible for
• [ ] Platform teams have reviewed/edited to add any more support request types
• [ ] Platform teams understand they need to provide examples of new support requests to Leadership in case we missed any categories.
• [ ] A ticket is created for OCTODE to prioritize the list.

Subject Areas

• [X] Product
• [ ] Design
• [X] Engineering
• [X] OCTO-DE

[mchelen-gov]

Thank you for putting this together! Specifically, each category or type of ongoing service should be represented by an Epic, so that all issues completed for that service can be associated together.

This would allow us to see the volume of work being done in different ongoing services and answer questions like "How many AWS access requests were completed this quarter?" which informs our assessment of ROI and therefore prioritization.