Information Technology Self Help

How are support requests prioritized by University Web Services?

Project work comprises about 70 percent of the University Web Services Department total workload, with the remainder of our resources made available for support, service, special project support, employee development, team development and record keeping efforts.

Because our primary function is project oriented, we need to fall back on a basic service priority model during times when support requests and operational tasks exceed the expected 25-30% allocation. In the most extreme cases, this can mean delays and suspended status for our projects while the most critical service items are handled.

Our Core Precepts:
1. We must effectively and efficiently decide which service tasks to perform and in what order from one day to the next with consistency.
2. Our task selection and prioritization process must reflect, enhance and support the overall strategic mission of the university.
3. Customer Service is of the utmost importance, and must be the cornerstone of our service and support paradigm.

General Prioritization Schema

Critical: Any error correction or repair request in Tier 1 or Tier 2

Urgent: Any other error or repair request for other site regions

High: Non-critical support, questions, non-routine edits and urgent customer requests

Average: Training, workshops, or other non-critical scheduled tasks

Low: New Feature Requests and other optional requests.

*New Feature Requests will be evaluated for selection on a regular cyclic schedule. If selected, they will be entered into the project queue as deemed appropriate with the 'low' priority status to indicate the discretionary nature of the work.

For information about projects, please see the Project Prioritization

Last Update: 2009-04-23 3:58 PM