[DRAFT]Working in ISS: Standards, Procedures, and Resources
This entire service offering is a DRAFT.
Working in ISS: Standards, Procedures, and Resources is a searchable guide to how we work in ISS. It defines team expectations, explains procedures, documents operational practices, and connects employees to the systems, resources, and College standards they need to do their jobs effectively and consistently.
About ISS
Welcome to ISS
Overview ISS offers more than 70 service offerings that are used throughout the College. ISS is ...
ISS Mission and Role at the College
Our Goal The goal of ISS is to provide reliable, secure, and easy-to-use technology that support...
Organizational Structure
Information Systems & Services is part of the Finance and Administration portfolio of McLennan Co...
ISS Leadership Team
The ISS Leadership Team, commonly called ISS Leads, provides leadership and coordination for the ...
ISS Teams and Areas of Responsibility
ISS is organized into four primary teams. Each team has defined areas of responsibility, but tech...
Department Contacts and Distribution Lists
ISS uses several shared contact methods to make it easier to communicate with the appropriate aud...
Important ISS and College Resources
ISS employees use several resources regularly. This manual will reference many of them in greater...
Communication and Collaboration
ISS Communications Standard
Purpose: These standards define how we communicate with our campus, our users, and each other ...
Email and Email Signatures
Email Email is an official communication method at McLennan Community College. Employees must us...
Microsoft Teams and Instant Messaging
Microsoft Teams is the primary instant messaging and collaboration platform used within ISS. Tea...
Telephone and Voice Communication
Telephone and voice communication remain important ways for ISS to communicate with students, emp...
Department Distribution Lists and Group Communication
ISS maintains distribution lists and shared communication addresses for communicating with groups...
Calendars and Availability
Outlook Calendars Outlook calendars are an important part of how ISS employees coordinate work a...
Meetings and Meeting Invitations
Meetings should have a clear purpose and include the people necessary to accomplish that purpose....
Scheduling Rooms and Campus Spaces
All classes, meetings, and events held on campus must be scheduled through the appropriate Colleg...
Emergencies and Disaster Recovery
Emergency Preparedness and Employee Responsibilities
Emergency preparedness is the responsibility of every McLennan Community College employee. The C...
Emergency Notifications and MCC MyAlert
McLennan Community College uses multiple communication methods to notify the College community of...
Reporting an Emergency
When an employee becomes aware of an emergency or serious situation on campus, the first responsi...
Evacuation, Shelter-in-Place, and Lockdown
Emergency conditions may require employees to evacuate, shelter in place, or remain in a secured ...
Severe Weather and College Operating States
Weather or other emergency conditions may affect how McLennan Community College operates. Colleg...
Required Employees and ISS Emergency Responsibilities
Certain College functions must continue during conditions when other operations are limited. Col...
Campus Power Failure and Technology Response
The College maintains a specific administrative procedure for campus electrical failure. Procedu...
Employee Lifecycle
Service Management, Operations, and Documentation
Service Management Overview
Information Systems & Services manages technology through a service management approach. ISS use...
Customer Service and the Help Desk
Customer service is a responsibility of every ISS employee. Technology problems can prevent stud...
Service Requests, Incidents, and Work Intake
ITIL provides useful terminology for understanding why work enters ISS. Not every ticket represe...
Work Classification and Priority
ISS uses several concepts to understand, organize, and prioritize work. Three different question...
Service Ownership and Responsibilities
Effective service management requires clear ownership. ISS assigns responsibility for both servi...
Projects and Planning
Projects are one of the primary ways ISS creates, replaces, upgrades, or significantly changes te...
Documenting Our Work
Documentation is part of the work. ISS depends on shared knowledge to provide reliable services,...
Knowledge Management and IT Hub
Knowledge is an operational resource. ISS cannot provide consistent support if important informa...
Change Management
Technology services must change. Systems are patched, upgraded, replaced, configured, integrated...
Technology Maintenance and Change Approval
Technology requires regular maintenance. Patching, upgrades, configuration changes, certificate ...
Incident Management (Outage & Degradation)
Technology services sometimes fail or stop functioning normally. When that happens, ISS must do ...
Retrospectives and Lessons Learned
ISS believes that important work should produce learning. A retrospective is a structured review...
Weekly Status Reports
ISS produces a Weekly Status Report to provide visibility into significant work, service conditio...
Service Improvement and Review
Technology services are never truly finished. The College needs change. Technology changes. Secu...
Security, Accounts, and Access
Work Expectations
Work Expectations Overview
Working in ISS means being part of a team responsible for technology services used throughout McL...
Work Schedules and Availability
Each ISS employee has an approved work schedule. Work schedules help the department maintain ser...
Attendance and Reliability
Reliable attendance is important to the operation of ISS. Customers, coworkers, projects, and te...
Planned Time Off and Leave
Employees should use the leave they earn. Time away from work is a normal part of employment. Th...
Unexpected Absences and Late Arrival
Illnesses, emergencies, transportation problems, and other unexpected events happen. When an emp...
Remote and Alternate Work
McLennan Community College permits eligible non-faculty employees to participate in approved Remo...
Timesheets and Absence Reporting
Accurate time and absence reporting is a College requirement. ISS employees are responsible for ...
Overtime and Compensatory Time
Overtime and compensatory time are governed by employee classification and College procedure. Em...
Professional Conduct and Accountability
Technical expertise does not replace professional responsibility. ISS employees represent both t...
Professional Development
Technology changes constantly. ISS employees are expected to continue developing the knowledge a...