IT Project Request Form

Please submit a project request form to the IT department. Attached is the IT service level agreement statement. 

 

IT Service Level Agreement - Projects

Overview

This SLA is reviewed annually or upon significant policy/system changes

Purpose

This Service Level Agreement (SLA) defines the IT Department’s commitment to the timely and effective delivery of services related to Incidents, Change Orders, and Projects for the students, faculty, and staff of Mount Marty University. This agreement is supported by established best-practice guidelines to ensure that all services are delivered efficiently, consistently, and in alignment with the university's operational and academic needs. IT will make every effort to meet the service levels specified, but our ability to do so is directly tied to staffing levels and in situations where we face staffing shortages or other similar constraints, our response times and service delivery may be affected.

Scope

This Policy applies to:

  • All users of IT services within the university (faculty, staff, students).
  • All IT personnel providing or supporting those services.
  • All IT supported systems including SIS, LMS, campus network, email, printing, AV, administrative software, and hardware support.

Definition

A planned set of coordinated activities with start and end dates to deliver a new or enhanced IT service.

Responsibilities

  • IT Department - Prioritize and address incidents within defined timeframes.
  • User - Provide accurate and timely information to assist with resolution.

Project Classification

Project Size

Examples

Response Time

Estimated Duration

Small

Install new PCs, create TDX ticket site for department.

3 business  days

2–4 weeks

Medium

Deploy new classroom technology, migrate data to new system.

5 business  days

1–2 months

Large

Implement new Learning Management System (LMS), network infrastructure upgrades.

10 business days

2+ months

Life cycle

  1. Initiation: Submit project request form.
  2. Assessment: Scoping, resource availability, and budgeting.
  3. Approval: Reviewed by Vice President of Technology &/or IT Team.
  4. Execution: Scheduled with project team, communicated to stakeholders.
  5. Closure: Final report and user acceptance testing.

Academic Calendar Consideration

IT will prioritize academic services during high-demand periods:

  • Start of semester
  • Midterms/finals
  • Course registration
  • Graduation
  • IT Event Support

Changes and projects may be delayed or rescheduled during these critical times unless deemed urgent.

Exclusions

This SLA does not cover:

  • Issues caused by third-party vendors or Internet service providers.
  • Delays due to missing information or lack of user availability.

Monitoring and Reporting

  • SLA adherence is monitored weekly.

SLA breaches are reviewed for continuous improvement.

Please contact the IT Helpdesk if you need further assistance or have any questions about the process.

Note: IT is to be involved and included in any product demos you have.