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.
Requests to IT fall into four categories: break/fix, operational tasks, and major projects. This chart diagrams the work flow for each category.
A Break/Fix is a situation where an existing technology is broken and needs to be resolved immediately.Examples Include:
Contact the Computer Support Help Desk, firstname.lastname@example.org, 723-5911 or 877-723-5911.
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:
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:
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: