Service Description
This service serves as a central hub for information, analysis, guidance, and strategic recommendations, working with users to assess technology business needs and project feasibility. Additionally, we offer general Information technology project management services to the entire NMSU community.
Standard Features
The following are standard offerings for this service, though not limited to the items listed below:
- Planning for the Acquisition of New Technology: This includes all technology acquisitions, whether deemed "free," provided as a gift, or funded through grants, donors, schools, departments, or committees. It encompasses software, hardware, and any other technology being acquired for the first time.
- Planning for Changes or Enhancements to Existing Technology: Assistance with modifications or upgrades to current technology systems.
- Planning for Technology Integration with Campus Systems: Support for integrating new or updated technology into campus systems, such as the campus network, Banner, CRM/Slate, and others.
Roles and Responsibilities
Information Technology (Campus Technology SME):
- Relationship Building: We are committed to cultivating and maintaining strong, positive relationships with our campus community.
- Listening: We prioritize understanding our customers' needs and vision by actively listening to their perspectives.
- Communication: Through transparent and ongoing dialogue, we ensure IT aligns with our customers' goals and vision. In return, we deliver informed advice and tailored support to address their needs effectively while managing expectations.
Customer (Content and Discipline Expert):
- Communication: Customers should engage with IT when planning the acquisition of new technology or making changes to existing campus technology that cannot be addressed through a standard Service Request.
Request Service or Support
Click the Request Service button and complete the request form
Service Audience
Faculty and Staff (Colleges, Departments, and Units)
Service Level Agreement
Response and resolution times are based on operational hours (Monday through Friday from 8:00 AM to 5:00 PM).
|
Service Level 3
|
|
|
Response Time:
|
1 business day |
| Resolution Time: |
10 business days |
Please Note: Response Time is measured from the ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from the ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requestor) does not count toward the Resolution Time
Service Pricing
There are no costs associated with this service.
Institutional Policies
IT Governing policies can be found here: Information Technology Governance