How ITS Handles Priorities

When dealing with multiple high priorities demanding our attention simultaneously, ITS uses the following guidelines to determine which to address first.

Attention will be given to tasks of an emergency nature in the following order

1. Systems that are critical to achieving the University mission. Some examples are operational failure of, or loss of access to, financial systems, telephone systems or campus Internet connectivity.
2. Systems that support a major portion of the University or provide one of its major services. Examples are the Library automation system or an array of computer labs.
3. Systems, which support an entire operation, office or a large group of people, the loss of which makes the operation dysfunctional. Examples include the donor records system in Alumni/Development, phone system in the Chancellor's Office, an individual computer lab or a TEC Classroom.
4. Systems supporting an individual user. Examples include failure of a person’s desktop computer, individuals losing network access or failure of a printer.
5. Other items on a “best judgment as to priority basis”. Examples are faculty or staff member having problems but still able to utilize his/her computer, software that functions but exhibits quirks and matters of convenience.

Observations

In practical terms, we rarely experience situations where the above rules have to be applied, as it is not often that several major systems are down at once. In addition, ITS utilizes a division of labor like nearly every other organization and staff are specialized to a large degree. Only those with proper training and expertise can be of help addressing certain types of emergencies. Utilization of a non-expert person in such a situation could possibly be counter-productive or even disastrous. Those not involved in the service in question will go about their business concentrating on completing the tasks in their own work queue, which could include addressing other existing emergencies.

We may not be able immediately work on a failed system, or a high priority request because of a need for service from an outside party, lack of immediate access to the system, or lack of a replacement part which must be secured first.

Computer Lab Management Example

For example, here is how the Computer Lab Management Team orders its priorities. Computer Lab Management will give top priority to supporting the teaching mission of the University , addressing problems in the following order when required.

1. Failure of a major portion of the IT infrastructure which causes all computer labs or a large number of them to cease functioning. Examples are failures of a server supporting labs or failure of the campus network infrastructure.
2. Failure of an entire computer lab. These will be addressed at the first window of opportunity. Within this group top priority will be given to labs that are needed to conduct class, give examinations or host special events.
3. Failure of permanent Technology Enhanced Classrooms, at the first window of opportunity.
4. Failure of equipment or software that support a single class.
5. Repair of individual computers, printers or other devices in a computer lab.

Media Services Example

A second example is how the Media Services technician will likely order priorites.

1. Coverage of University special events or public meetings.
2. Keeping permanent TECs operational, fixing at the first window of opportunity.
3. Repairs of items which may cripple the function of the University administration, a University office or an entity such as a computer lab.
4. Repair of items supporting a single individual. Withing this group, persons performing a time-critical or mission critical function will be given top priority.

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