Abilene Christian University Information Technology Operational Policy

Responsible Office
Information Technology

Audience
ACU Faculty and Staff

Policy
As of September 15, 2009, all phones calls, email messages and chats sessions initiated to request assistance when a faculty or staff member experiences computer failures, software errors or other technology support issues must start with the ACU Helpdesk.  Calls made directly to Information Technology staff will be forwarded to the Helpdesk at (325) 674-4357.

Overview of issue
For several years, ACU faculty and staff have used the Helpdesk for certain types of issues, mainly help with client desktop software (e.g. Microsoft Word) but have made calls directly to support staff within IT for issues with Banner, Talisma, myACU and other campus applications.  While in the short term this practice allowed most issues to be resolved in a timely manner, these calls fell outside the desired process and were often not logged or tracked and did not allow IT to capture the necessary metrics.  In response to this challenge, this policy represents the first attempt at establishing the Helpdesk as the primary and only contact point for computer failure and software error resolution for the faculty and staff of ACU.  Implementing this policy will allow all calls for assistance to be logged, tracked and appropriate metrics developed.  This information will in turn allow IT to streamline its services and provide better solutions.

Change Control
Revisions to this policy must be reviewed and approved by the CIO Cabinet.

Exemptions:
None.

Notification Tree:
The following individuals or offices should be notified prior to implementing changes to this policy: CIO Cabinet and the Security Administrator.

Effective Date: September 15, 2009
Expiration Date: None
Review Date: September 15, 2010

Policy Owner
Kay Reeves, Executive Director of Information Technology

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