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ISS uses several concepts to understand, organize, and prioritize work. Three different questions should not be confused: What type of work is this? Where does the work fall within Plan, Build, or Operate? How should this work be prioritized against othe...

Effective service management requires clear ownership. ISS assigns responsibility for both services and the service offerings that make up those services. The general structure is: Service→ Service Owner→ Service Offerings→ Technical Lead / Backup Technical...

September 2, 2026 TLDR Celebrate MCC’s First Generation Scholars and the Summer Bridge experience that helps students build confidence, connections, and a sense of belonging. Cybersecurity launched a new Work-Study program in partnership with Computer I...

Overview This article outlines how to access the Microsoft Office 365 apps, such as Word, Excel, PowerPoint, and Outlook, on a Chromebook. The desktop versions of these applications are not available for ChromeOS devices. Getting Started As a workaround for...

Projects are one of the primary ways ISS creates, replaces, upgrades, or significantly changes technology services. Within the ISS Plan → Build → Operate operating model, projects most often represent structured Build work. Planning for a project may begin in...

Documentation is part of the work. ISS depends on shared knowledge to provide reliable services, support customers, coordinate projects, recover from incidents, maintain systems, and allow employees to back one another up. Important information should not ex...

Knowledge is an operational resource. ISS cannot provide consistent support if important information exists only in the experience or memory of individual employees. Knowledge management is the practice of capturing, organizing, maintaining, sharing, and imp...

Technology services must change. Systems are patched, upgraded, replaced, configured, integrated, secured, expanded, and improved throughout their lifecycle. Change Management provides a disciplined way to make those changes while balancing the need to impro...

Technology requires regular maintenance. Patching, upgrades, configuration changes, certificate renewals, lifecycle work, and other planned activities are necessary to keep services secure, reliable, supported, and useful. Maintenance should therefore be tre...

Technology services sometimes fail or stop functioning normally. When that happens, ISS must do more than troubleshoot the technical problem. We must identify the impact, coordinate the appropriate people, communicate clearly, restore acceptable service, and ...

ISS believes that important work should produce learning. A retrospective is a structured review of an incident, outage, project, maintenance activity, or other significant event after the immediate work is complete. The purpose is not to assign blame. The ...

ISS produces a Weekly Status Report to provide visibility into significant work, service conditions, accomplishments, and department activity. The report helps ISS communicate beyond individual tickets, projects, meetings, and teams. It provides College lead...

Technology services are never truly finished. The College needs change. Technology changes. Security requirements change. Vendors change. Customers discover new needs. Incidents expose weaknesses. Employees identify better ways to work. ISS therefore treats ...

Working in ISS means being part of a team responsible for technology services used throughout McLennan Community College. Our work affects students, faculty, employees, classrooms, business operations, communication, security, and access to College resources....

Each ISS employee has an approved work schedule. Work schedules help the department maintain service coverage, support customers, schedule meetings, coordinate projects, and understand when employees are available. Normal College operating hours are 8:00 a.m...

Reliable attendance is important to the operation of ISS. Customers, coworkers, projects, and technology services depend on employees being available when scheduled and completing the responsibilities assigned to them. Be Ready to Work Employees should begi...

Employees should use the leave they earn. Time away from work is a normal part of employment. The goal of ISS leave planning is not to discourage time off. It is to ensure that planned absences are communicated early enough for the department to maintain serv...

Illnesses, emergencies, transportation problems, and other unexpected events happen. When an employee cannot work as scheduled, the immediate ISS expectation is communication, not advance approval of something that could not have been planned. Unexpected Abs...

McLennan Community College permits eligible non-faculty employees to participate in approved Remote Work and Alternate Work Schedule arrangements under College Administrative Procedure DJ-V — Remote and Alternate Work Schedule. The College procedure is author...

Accurate time and absence reporting is a College requirement. ISS employees are responsible for understanding the reporting process that applies to their employment classification and for submitting required records accurately and on time. Biweekly and Non-E...