REQUESTING HELP AND SERVICE
A customer may request help or service from IS for a service published in the ITS Service Catalog. There are six methods of contacting IT for help or service requests.
- Online / IT Request
By utilizing the web, your help or service request will be automatically associated with your division and visible to technicians. Using IT Request via the web interface is the most efficient method to log and process help or service requests.
- Phone (703-426-4141 / ext. 24141 or IT Campus Emergency 703-878-5872 )
Phone service is available during regular business hours of operation, M-F 8AM to 8PM or Saturdays from 8:30am – 2pm. Messages left during off hours will be processed the next business day.
Email or service requests sent to firstname.lastname@example.org will be processed during regular business hours, M-F 8AM to 5PM. The IT Request ticket system tracks inquiries, incidents, and service requests emailed to email@example.com.
In-person service is available during regular business hours on campus in the WS Building Room 334, 336 A, B, or C, M-F 8AM to 8PM. Individual service pages may indicate additional in-person locations or hours for that specific service.
HOURS OF COVERAGE, RESPONSE TIMES AND ESCALATION
For all help requests, the ITS goal is to have a staff member assigned and acknowledge requests within 24 business hours of receipt. Campus priorities may require exceptions to this goal during certain times of the academic year.
Hours of Coverage
- The Support Center business hours are M-F 8AM to 8PM, excluding federal holiday, university holidays, and campus closures. Customers may use any of the methods of contact as stated in Section 4.
- Tickets can be entered via the web interface or sent via email 24 hours a day, 7 days a week, and are processed on the next business day. Using IT Request via the web interface is the most efficient method to log and process service requests and incidents.
For all help requests, the ITS goal is to assign and acknowledge them within 24 -48 business hours of receipt. Service requests have varying response times and due dates.
If you consider your help\service request urgent, contact WO IT at 703-878-5872 or ext 55872. An urgent example includes reporting a service outage or reporting an impact to instruction.
For reference, IT has a set of criteria to prioritize an incident as urgent based on a global campus view of IT needs. IT prioritizes incoming incidents as “urgent” priority if it meets any one of the following criteria:
- Significant risk to life and safety.
- Significant impact on the delivery of instruction.
- Computer(s) will not boot up (turn on) there is no power going to the computer
- No Internet
- Phone not working
- Printer not working or No one is able to print in the lab
- Instructors computer has no sound
- There is no power in your classroom or lab
- Instructors computer has a virus
- Significant or lasting impact on student academic performance.
- Significant risk to law, rule, or policy compliance.
- Academic and Administrative Calendar deadlines.
- Significant number of people affected.
- Organizational structure is a multiplier for number of people affected.
- Percentage of total tasks that can no longer be performed by individuals.
If there is a problem with a computer in class and there are other open stations for the students to use please move the student and submit a ticket to IT HELPDESK: firstname.lastname@example.org or 703.426.4141. Please provide detailed information about the problem and the computer number.
If you are not satisfied with the level of service on a help or service request, contact the IT Manager, or Dean Kathy Bohnstedt.
IT-related service outages and planned maintenance are necessary every semester.
We make every effort to communicate service outages and changes to the campus as necessary. Off-hours service failures are communicated the following business day.
There are two categories of service outages:
- Planned Outages or Updates:A planned service outage is work that is planned and scheduled. The ITS Communication Manager communicates (as needed) to the appropriate audience.
- Unplanned Outages or Updates:An unplanned service outage is work that is unplanned due to an unforeseen event or urgent repair to prevent failure. Unplanned service outages are given priority (and communicated immediately) on a case-by-case basis depending on the type and urgency of the service failure. ITS responds to off-hours unplanned outages of an urgent nature using a service disruption escalation process.
GUIDELINES FOR IT MAINTENANCE WINDOWS
A maintenance window is a defined period of time during which planned outages\updates and changes to production services and systems may occur. Production means college\campus staff, faculty, and students depend on the service to complete their business and academic tasks and objectives. The purpose of defining standard maintenance windows is to allow clients of the service to prepare for possible disruption or changes.
IT Plans system upgrades and updates outside of normal class schedules when possible. IT attempts to setup office computers and upgrades at a schedule that best suits our faculty and staff. We make every effort to be flexible when possible but when we are under a project deadline or we receive no response we are require to proceed.
Under cases of emergency IT might be required to run patches and updates on computers as required by College IT Policy. All faculty and staff are required to adhere and comply with all policies and procedures.
GUIDELINES FOR IT COMPUTER AND OFFICE MOVES
Request for Office Moves must be submitted at least 3 weeks in advance, if the move is before a semester begins, and at least 1 week during any other times unless it is deemed an emergency.
All office moves must be in the form off a ticket, which should be sent to email@example.com and IT Manager should be CC’d on the request.
The request must contain the following:
- Names of Individuals Moving
- Locations they are moving from and to (Please include building along with office number)
- Phone extensions
- If they are in a shared office, all equipment should be labelled so that we know we are moving the correct equipment.
*** Faculty\Staff are not allowed to move any IT Equipment on their own, all IT Equipment must be moved by IT. This includes: Monitors, Computers, Printers, Telephones, etc…
NEW EMPLOYEE PROCEDURES
When a new employee is hired a ticket needs to be put in with firstname.lastname@example.org immediately, letting IT know the following:
- New Employee’s Name
- The Expected Start Date
- Is a phone currently in the office location?
- If yes, what is the current extension?
- If no, will a new phone be needed? (If so, please indicate this on the 105-45e, so that one can be sent for the employee)
- Network Devices Drives Needed
- Room Location
- Is this an existing position?
- Is this a new position?
- If existing position, who held the position before them?
- Did this person transfer from another campus?
- If so, which campus did they transfer from and did they bring any equipment with them?
** Employees who have laptops that are transferring to another campus are able to take their laptops, however we must know when people are transferring in and out of the campus so we can keep track of our IT equipment. Positions that are going to be re-filled will need a computer, we cannot guarantee a laptop is available for re-filling positions if a laptop was transferred to another campus with the employee.
This decision should be made by IT and the Department Supervisor/Manager.
LAPTOP OR DESKTOP REQUEST
If someone has a desktop and now wants a laptop, they have to wait until their refresh cycle. IT no longer has spare laptops, for these type of situations and vice versa for desktop request.
*** Please remember we need at least a week’s notice for new employee computer equipment setup. In addition, it is not guaranteed that a new employee will receive a laptop. New employees receive equipment that we currently have available.