Service Name
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IT Business Support Services - Student Housing
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| Description |
This service offers support and trouble-shooting for all aspects of the Student Housing function of Colleague.
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Service Line
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Shared/Department Software Support
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| Features |
- Create ad-hoc reports as requested
- Research trouble call as needed until resolved; Contact the vendor as needed
- Install updates as provided by the vendor
- Assist in the set-up and implementation of new features
- Assist vendor in the trouble shooting as it relates to housing assignments
- Develop programs to enhance the Student Housing functionality as prioritized by the Administrative Systems Advisory Committee.
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| Service Administrator (owner) |
Joy Brown
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| VP Customer |
Vice President for Student Life
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| Availability |
The Student Housing system is available 24 X 7 X 365 except during planned maintenance and upgrades. The housing lottery subsystem will be available during the hours specified by the Student Housing office. |
| Support |
- Support is provided 8:30 am - 5:00 pm M-F except for campus holidays and shutdowns
- Trouble calls and programming requests should be made to the ITS Help Desk at 864-294-3277 or email help.desk@furman.edu
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| Initiated |
- Approved work requests
- Trouble calls from Student Housing
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| Charges |
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| Delivery channels |
- Completed work requests
- Consulting support
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| Prerequisites |
- Functioning infrastructure, network, servers, Unidata, and user interface
- Person reporting problem provides sufficient data to research the problem
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Key Service Targets
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- Complete 95% of ad-hoc reports within 1 day from when work request was submitted
- Resolve 90% of trouble calls within 5 hours from when notified of problem or escalated to vendor within that time
- Complete 95% of update installations no later than one month of update release
- Complete 95% of set-up and installation of new features at most three months from time user and owner agree feature desired
- Complete 90% of program development within 3 months from when an agreement is reached between the requestor and owner as to the scope of the project
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