IT Services employs the following governance methodology in completing its mission.
The goals of this methodology are:
IT Services accepts requests for services from any member of the university community (students, faculty, staff, and affiliates) as well as committees via ihelp at https://ihelp.iup.edu, e-mail at email@example.com, via phone at 724-357-4000, or in person at the IT Support Center in Delaney Hall, Suite G35. Requests can be made on behalf of the individual themselves or on behalf of a department, office, or division as well as on behalf of a group such as a committee, task force, or team.
If IT Services is not the appropriate entity for a given request, the user will be notified and/or a referral will be made to the appropriate contact.
Once it is determined that IT Services is the appropriate entity to fulfill the request, a triage procedure will be used to determine if the request represents a “production failure” to one of the existing systems supported by IT Services. If so, fulfilling this request will become a top priority, and resources will be utilized accordingly to gain the timeliest successful resolution possible.
Requests that are not production failures are divided into help desk calls and project requests. Help desk calls are those in which the anticipated complete time to successful resolution is estimated at 15 hours or less. These calls are assigned to the appropriate staff and are generally completed in a first-in, first-out manner.
Project requests are defined as requests for services where the estimated completion time for a successful resolution exceeds 15 hours. All project requests are placed into one of eight project queues (Academic Affairs, Administration and Finance, Chief Information Officer, Council of Deans, Office of the President, Student Affairs, University Advancement, and Enrollment Management and Communications). The queues are reviewed and projects are prioritized by the appropriate executive on a quarterly basis, with the exception of the Council of Deans queue, which is reviewed annually so as to limit disruption to the academic calendar.
A university community member can request that a project receive immediate priority. Those requests are to be escalated to the entity responsible for approving project priorities for that queue and can delay a previously prioritized project in order to accommodate the request.
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