We use our ticketing system Footprints accept work requests
or suggestions from anyone at the university. We found
trying to keep "tasks" separate from "projects" to be too
difficult to manage.
We've also got a "collaborative organization structure" that
I've been playing around with, trying to document. I've
attached the boxes. I meet regularly with these groups to
identify and prioritize projects, including those submitted
in the Footprints system.
For project work, we set the highest priorities by:
1) Approved by President, Vice President, Associate Vice
President, or Dean
2) Cyclical system or component replacement
Within system or component replacements, we can establish a
point formula to determine the relative priority of the item
to be replaced.
(System Age + Technical Age) * Risk Factor * Scope Factor *
Security Factor * Strategic Plan Factor
System Age: number of years since purchase
Technical Age: how old is the technology platform (we've
been known to buy refurbished equipment or buy something
late in the technology acceptance cycle)
Factors: We try to tally something on a 1 to 5 scale, with
5 meaning "time to replace".
Risk Factor: Number of failures within the last year,
vendor announced desupport, technical obsolescence
Scope Factor: Number of users, number of access points
Security Factor: Potential for security incident, breach,
etc., compliance issue
Strategic Plan Factor: Linkage to the strategic plan,
We pull this together to assist with budget allocation
decisions prior to the start of a new fiscal year, and this
becomes our tactical plan for the year.
On a day to day basis, we have many service requests.
Service requests are evaluated based on the customer stated
The work of the campus is stopped
The work of a department is stopped
The work of an individual is stopped
Requested installation, activation or move
Request for improvement
Request for development
It would be nice if....
Priority actions are based on:
• production down
• stopped critical business or government mandated processes
• data integrity issues
• technical currency
• VP or Assoc. VP approved projects
• After that, we work on the oldest request first.
Assistant Vice President
University Technology Services
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