IT Governance and Support

Purpose

The purpose of the Information Technologies (IT) Department’s Governance and Support Model is to provide the most value to St. Scholastica by ensuring that we have a common understanding of how decisions are made and expectations for the status of our work, the cost associated with it, and its value to the College.

Current Projects and backlog

Types of Requests

Requests to IT fall into four categories: break/fix, operational tasks, and major projects. This chart diagrams the work flow for each category.

Banner/Cognos/BDM Access Request

A Break/Fix is a situation where an existing technology is broken and needs to be resolved immediately.

Examples Include:
  • Locked out of Banner
  • System down
  • Broken web links
  • Process error - no work around exists
  • Cannot do crucial work tasks

What to do:

Contact the Computer Support Help Desk, helpdesk@css.edu, 723-5911 or 877-723-5911.

What happens:

IT addresses the break/fix issue within 24-48 hours. IT either resolves or refers to vendor support when appropriate

An Operational Task is any work that needs IT involvement of less than 20 hours. IT requests a minimum of at least a 2 week advance notice.

Examples Include:
  • Report updates
  • Registration pins and time tickets
  • Maintenance items
  • Web form maintenances

What to do:

  • Review the need with your Functional Lead at least two weeks in advance. This document lists the Functional Leads and their areas as well as roles and responsibilities.
  • If directed by your Functional Lead or if your area does not have a Functional lead, Submit the IT Request Form

What happens:

Requests are reviewed twice daily, at 8 a.m. and noon, to determine those emergency issues that require immediate attention. Non-emergency requests are reviewed weekly by your Functional Lead and the Manager of Business Analysis and Project Management. Requests that are deemed to be projects will be returned for preparation of a project proposal and submission to the Information Technologies Steering Committee. Functional Leads will work within each area to prioritize all requests from that area.

An Operational Projects is any work that needs IT involvement of 20-100 IT & Functional people hours and are prioritized by the Functional Leads on a quarterly basis.

Examples Include:
  • New system functionality
  • Banner patches or upgrades
  • New Web form development
  • Salesforce Quarterly Upgrades

What to do:

  • Review the need with your Functional Lead. This document lists the Functional Leads and their areas as well as roles and responsibilities.
  • If directed by your Functional Lead or if your area does not have a Functional lead, Submit the IT Request Form

What happens:

Requests are prioritized on a quarterly basis and are due one month prior to the start of each quarter (March 1, June 1, September 1, December 1). Reviewed and prioritized by the Functional Lead group and scheduled based on priority and IT/Functional resource availability.

A Major Project requires greater than 100 hours of IT resources and/or involves multiple departments and funding.

Examples Include:
  • Salesforce implementation for OneStop Student Services and OnLine Advising
  • Banner Document Management implementation for Finance
  • Marketing tool implementation
  • Award Letter revamp

What to do:

• Review the need with your Functional Lead.
• If directed by your Functional Lead or if your area does not have a Functional lead, Submit the IT Project Proposal form
• IT Steering Committee
  • David Bauman
  • Lindsay Lahti
  • Terri Van Reese
  • Jeri Collier
  • Xavier Knight
  • Roberta Oberpriller
• Projects are evaluated based on the Steering Committee’s guiding principles.

Priority given to projects that do one or more of these five:
1. Show savings to the College in hard costs, or that document soft cost savings and contain a plan for realizing soft cost savings.
2. Show revenue gains.
3. Meet compliance requirements.
4. Solve a risk issue, including systems-risk.
5. Provide better/more efficient service(s) to students.

Additionally, projects must:
6. show plans supplying functional area expertise.
7. demonstrate that it is one of no more than three top-priority projects from a particular functional area.
8. provide a plan for any necessary funding to complete the project.
9. have approval of the functional area VP.

Finally, selection of the projects may be subject to:
10. IT staff/expertise availability.

The Steering Committee reserves the right to change/adapt these guiding principles.

What happens:

  • The Business Technologies team, the Functional Lead, and the Project sponsor complete the project proposal for submission to the IT Steering Committee.
  • The IT Steering Committee will meet on a routine basis to review and approve projects to be placed on the IT Project list. Second, the Steering Committee prioritizes the projects on the backlog list based on strategic priorities, submit funding requests if needed, and move projects to active based upon available IT and functional resources.