Making Requests

Process Overview

Submitting work requests to Enterprise Services is very easy. All requests are submitted via the Cherwell service management system using any of the following methods.

Self-Service Ticket Entry: https://cherwell.shsu.edu

Email: servicedesk@shsu.edu

Live Support: support.shsu.edu

Phone: 936.294.1950

There are basically two categories of requests. Requests to repair an existing service that is no longer working (Incident) and requests for new or improved services (Service Request).

Incidents reported where an existing service is no longer working are immediately routed to the team assigned to supporting that service. The team works to repair the service based upon urgency and priority.

Service Requests for new, improved or expanded services are typically routed to the Business Analysts for evaluation and resourcing. It is common for these types of requests to require a great deal of design and planning before the service request can be submitted to the appropriate IT@Sam resources for fulfillment. Seemingly small service requests often have effects on many other services and functions across the university and Business Analysts will work with each area affected to promote the success of the request and minimize any potential risks. Business Analysts meet weekly and review all open service requests to ensure communication, resource allocation and progress.


Staff Roles

All Enterprise Services staff are assigned to specific teams to support the ongoing enterprise system needs of the university. Each team fulfills specific roles for the university community.

Business Analysts - As advocates for functional areas across the campus, the role of the Business Analysts is to understand, document and communicate the needs of represented areas to the Enterprise Services department so that campus enterprise processing needs can be met efficiently and effectively. As ES liaisons, Business Analysts meet regularly with campus departmental staff and represent functional needs for process improvement or technology development projects.

ERP Analysts - As experts on specific enterprise systems and programs, ERP Analyst do not typically have as much direct interaction with campus areas as do Business Analysts. The role of the ERP Analyst is to perform the technical duties required to maintain the university's enterprise applications such that they remain current and dependable. Typical duties include: the maintenance, upgrade and improvement of enterprise systems; the analysis of technical mandates from state and federal agencies and subsequent recommendations for compliance; and the development of new system functionality or integrations.

Database Administrators - Frequently referred to by the acronym DBA's, this role is charged with the creation, maintenance, backup, tuning, user rights assignment and security of the undying databases for the Ellucian Banner Student Information System. Although DBA's work with both support and project teams, Database Administrators fill a highly technical back-office role with minimal interaction with the campus community at large.

ES Leadership - The Enterprise Services leadership team fills the primary roles of prioritization, coordination and oversight of ES resources. The leadership team works to ensure that the appropriate ES resources are correctly assigned to system support and project tasks.


Change/Release Management

A change is defined as any alteration to an existing information technology service. The purpose of Change Management is to ensure that such alterations to services are coordinated and documented such that they will have minimal impact upon other services or campus areas. All changes must be submitted to the Change Advisory Board (CAB) for approval. For all changes other than those that return a broken system to service, submission must be made a minimum of two weeks before the change is required. The CAB meets every Thursday morning to approve, coordinate and sequence changes. The standard time when system changes are typically implemented is Friday evenings at 6:00pm.

A release is a type of change, but typically refers to the implementation of a patch, upgrade or new version of an application. Releases require an additional level of scrutiny and, as such, are typically only implemented on the first and third Friday evening of every month at 6:00pm. By making releases on the first and third Friday, coordination with general system maintenance changes can be facilitated.

The Change/Release cycle is one of planning, release and recap. Enterprise Services Analysts will assist campus areas in working within the Change/Release cycle when work requests make changes necessary.