The document on the following pages is intended to be an information source for users. It is available in PDF format to save or print out for future reference. If you cannot view PDF documents and want to install Acrobat Reader, click here.
To view a PDF version of this document, click here.
IT Information Systems Department
SERVICE REQUEST POLICY AND PROCEDURE
For Requesting Development and Programming Services
March 8, 2005
PURPOSE
The purpose of this document is to describe the process by which requests for programming services are to be submitted to Information Technology, and subsequently reviewed and prioritized. The objective of this process is to ensure the efficient use of programming resources to provide those services most needed by the College.
ABSTRACT
The service request policy and procedure described on the following pages is consistent with industry best practices for controlling and monitoring the development of software components to ensure quality, prevent unauthorized changes to the production system and efficiently utilize programming resources. This policy was the driver in the creation of the IT Information Systems Department as part of the greater restructuring of the IT Division on September 1, 2004. Upon implementation of this policy, programmers will no longer have the authority to work on projects that have not been approved by the Director of IT Information Systems.
WHAT IS A SERVICE REQUEST?
A service request is a petition initiated by an employee of Central Texas College that:
1. Documents a specific need related to the collection, maintenance, retrieval, and presentation of administrative data.
2. Suggests a possible solution (what the petitioner would like done).
3. Justifies the solution in terms of the expected benefits (short term and/or long term) to the institution.
4. Requests the allocation of resources to study the need, evaluate the suggested solution, and recommend other solutions.
