Service Requests

There are two ways to request Division of Information Technology (IT) services, depending on the type of request being made:

Technical Incidents and Standard Change Requests

The IT Help Desk acts as a hub for reporting technical incidents (i.e., a reduction in quality; an interruption in service; a failure of service) or requesting a standard change (e.g., a security access upgrade). To report an incident or request a change, contact the I.T. Help Desk at 734.487.2120 or submit the request via our I.T. Service Portal.

I.T. Project Request

Use the I.T. Project Service Request for development of a new or significant enhancement to existing business processes (e.g. automatons, customizations, integrating systems, Ellucian / Banner extended systems, reporting).

Project Request Process

1. The requestor completes and submits an I.T. Project Service Request.

2. The request is received and logged into Portfolio Planning for “Initial Review” and assigned a Project ID.

Note: The project request is evaluated by I.T. and the Sponsor, initial discussions and general project needs. The request remains in Portfolio Planning until resources are available to work on the project. If the request remains unassigned for six months, the Sponsor is contacted to reassess the need.

3. Once I.T. and departmental resources are available, the project is approved and is activated.

Note: During this phase additional business requirements are gathered and the feasibility of completing the project is assessed.

4. When appropriate, the project plan is reviewed by I.T. and the Sponsor. Once reviewed, the Sponsor approves the plan or the project is withdrawn.

The assigned I.T. staff will work with the Sponsor to complete the project in accordance with any project plan.