MIS Policies Manual

Chapter 5: Resource Management

Section 2: Service Request Procedure

1. Processing a Service Request (SR)
   The Service Request process falls into one of three categories: normal processing, emergency service request, or major system upgrades.
   • Normal Process
     
     • The requester completes the Service Request and obtains the user authorization of the functional area responsible for the application being changed. Normally, the authorizer is an owner of the application. The requester may contact MIS for assistance in determining user authorization.

     • The authorized Service Request is sent to MIS management. A unique project number is assigned to the SR for tracking.

     • Working with the appropriate user(s), MIS management reviews the request. MIS notifies the requester and authorizer of the results of the review. If the request is approved, MIS works with the user to prioritize and schedule the request. If the request is not approved, an explanation is provided.

   • Emergency Service Request
     When a process or system is unusable and must be corrected as soon as possible, the emergency or exception process for handling a Service Request is carried out because there is no time for the "normal" process.
     • MIS management, technical staff and the user agree on a plan and correct the problem. After the emergency, a Service Request is completed which documents the problem and solution. The SR is entered into the tracking system by MIS.

   • Major System Upgrades
     When MIS management determines that a request requires significant resources, the MIS director forwards the request to the Planning and Integration Committee for review. The requester and the authorizer are notified.