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...