Recently Updated Articles
Work Schedules and Availability
Each ISS employee has an approved work schedule. Work schedules help the department maintain ser...
Professional Conduct and Accountability
Technical expertise does not replace professional responsibility. ISS employees represent both t...
Technology Maintenance and Change Approval
Technology requires regular maintenance. Patching, upgrades, configuration changes, certificate ...
Important ISS and College Resources
ISS employees use several resources regularly. This manual will reference many of them in greater...
Service Improvement and Review
Technology services are never truly finished. The College needs change. Technology changes. Secu...
Weekly Status Reports
ISS produces a Weekly Status Report to provide visibility into significant work, service conditio...
Incident Management (Outage & Degradation)
Technology services sometimes fail or stop functioning normally. When that happens, ISS must do ...
Change Management
Technology services must change. Systems are patched, upgraded, replaced, configured, integrated...
Documenting Our Work
Documentation is part of the work. ISS depends on shared knowledge to provide reliable services,...
Projects and Planning
Projects are one of the primary ways ISS creates, replaces, upgrades, or significantly changes te...
Retrospectives and Lessons Learned
ISS believes that important work should produce learning. A retrospective is a structured review...
Knowledge Management and IT Hub
Knowledge is an operational resource. ISS cannot provide consistent support if important informa...
Work Classification and Priority
ISS uses several concepts to understand, organize, and prioritize work. Three different question...
Service Requests, Incidents, and Work Intake
ITIL provides useful terminology for understanding why work enters ISS. Not every ticket represe...
Customer Service and the Help Desk
Customer service is a responsibility of every ISS employee. Technology problems can prevent stud...
Service Management Overview
Information Systems & Services manages technology through a service management approach. ISS use...
VitalSource (Formerly BryteWave or RedShelf) Tech Support
Overview VitalSource (formerly called BryteWave or RedShelf) is used for textbooks. Getting Sta...
Clear Cookies and Cache
Overview These instructions are for clearing your cookies and cached data from your web browser....
Microsoft 365 Help & Learning
Overview Microsoft 365 offers many tools to help you work, learn, and stay organized. This artic...
LockDown Browser on Chromebooks
Overview These are troubleshooting steps for installing the Respondus LockDown browser on Chromb...