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 become help desk calls if the required time to resolve the request is estimated to be 15 person hours or less. These calls are assigned to the appropriate staff and are generally completed in a first-in, first-out
Requests in which the required time to resolve the request is estimated to be more than will be 15 person hours become project requests. Each division has an IT project queue prioritized by divisional leadership three times annually. Office of the President
project requests and internal IT Services projects are prioritized on a case-by-case basis.
Projects can become immediate priorities if the entity responsible for overseeing the given project queue chooses to delay work on project(s) that were previously prioritized. Such a change can only be accomplished if deemed practical by IT Services leadership.