IT Services employs the following governance methodology in completing its mission. The goals of this methodology are:
- Ensure that IT Services continually aligns its resources with evolving university goals while deploying those resources in an efficient, transparent manner.
- Promote the use of information technology as a university-wide strategic asset.
- Empower members of the university community by providing a clear process for obtaining support from IT Services guided by a clear, concise decision process.
Requesting Services
IT Services accepts requests for services from any member of the university community (students, faculty, staff and affiliates) as well as committees via e-mail at it-support-center@iup.edu, 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.
Other IT Support Contacts
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 – such as a College Technology Manager (CTM) or divisional/departmental IT support contact person.
Production Failures
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.
Help Desk Calls
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
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 seven project queues (Academic Affairs, Administration and Finance, Chief Information Officer, Council of Deans, Office of the President, Student Affairs and University Relations). The four divisional queues are reviewed and projects prioritized by the respective Vice President on a quarterly basis. The Council of Deans queue is prioritized once per academic year by the Provost. The Chief Information Officer and Office of the President queues are reviewed by the CIO and Executive Assistant to the President, respectively, as-needed not to exceed a quarterly basis.
A university community member can request that a project be prioritized immediately. In such a case, the request will 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.
