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Implementation
ITS will initiate the process of finding an appropriate solution, hardware, software or services if a product has not already been selected. ITS will also analyze the expansion of existing products to meet changing business needs. Upon submission of a project request, the project will be assigned to a project lead to reach out to the requester to gather and document business requirements, which define what features and functions the solution must have to be successful.
ITS will also coordinate large-scale infrastructure requests that require ITS resources, such as networking and wireless system enhancements. Additionally, if an application needs to be accessed using ISU credentials, the Project Manager will coordinate efforts with the vendor to enable single sign-on (SSO).
Change
For existing applications owned and managed by Idaho State, a request may be made to modify the application or add new functionality. Examples of enhancements include adding new fields to a page or form, creating a new custom feature, integrating the application with a 3rd party or internal system, etc. Enhancements may be made to MyISU, mobile or web applications, ERP Systems, or other ITS-supported software.
ITS will schedule and coordinate all patch sets, bundles, and large-scale system maintenance projects to keep ERP systems and web systems secure and current.
ITS will also coordinate server/data migrations, refreshes, system decommissioning, or integrations with existing infrastructure.
Compliance
ITS will manage system and process risk assessments, conduct audits, and perform access cleanups, independently as required by procedure or upon request.
Business Process Improvement
ITS will provide support for non-technical projects such as software renewals or process evaluations and improvement. A lead analyst will be assigned to document the current process, current inefficiencies, pain points, and non-value-added steps. The lead analyst will partner with stakeholders to redesign the business process to minimize duplication of effort and manual work, maximize efficiency, and to improve the user experience, as well as document the future state.
Other
Any requests for ITS support that do not fit within the above types.