IT Strategic Alignment FAQs

Have questions? We've got your answers. 

We understand that you may have questions regarding how the IT Strategic Alignment will affect you. As we receive questions, we will answer them here for everyone. In addition, you will receive communications providing status updates and addressing various questions throughout the year.

  • Why is the process changing for new IT software and service requests?

    The process for requesting new IT software and services is evolving to ensure that requests are aligned with the campus strategic plan and that IT efforts are focused in the right direction. This will impact how you submit new IT software or service requests and projects. 

  • How will the alignment change how I get help?

    You will continue to request assistance from the  IT@Sam Service Desk for any a regular technology assistance request.

    You can contact the Service Desk using any of the following methods:

    Phone: (936) 294-1950,

    Email: ServiceDesk@shsu.edu 

    Remote/Chat Support: https://support.shsu.edu

    Self Service:  Place a support ticket through the ticketing system.

  • When should I create a ticket?

    The ticketing system is available for you to place a regular technology assistance request.  This includes tickets for things that are broken or not functioning as appropriately. It will also be available for you to place tickets for services that are currently available (T drive access, shared mailboxes, Duo authentication services, Caller ID updates, Video surveillance access, etc.).

    For new software or a service that IT does not currently provide, you will need to escalate these issues to be reviewed by your Division Liaison and Business Analyst team.

  • What will happen to my open requests?

    Beginning September 1, 2022, your Division Liaison(s) and Business Analyst team will meet to review all division requests and projects to evaluate each request against the university’s new strategic plan and state regulatory requirements. This includes requests such as major software purchases, additional server needs, and more. All requests that are not regulatory requirements will need to align with the new strategic plan and resubmitted as budget requests for the FY24 budget year.

  • Who is the IT business analyst team for my division?

    You can find your division's Business Analyst team and their roles on our Business Analyst website. 

  • How can the IT business analyst team help me?

    Your Business Analyst team is well versed in the software and services provided by IT to help you in performing your work. These teams also work together to ensure an increase in the speed of innovation and create an alignment of business, IT, and strategic outcomes.

    Additionally, your Business Analyst team can help you by:

    • Collaborating with divisions to determine automation, process improvements, and streamline opportunities
    • Determining the IT as well as the client level of effort to implement projects
    • Collaborating with Division Liaisons to assist in the prioritization of divisional projects
    • Assisting in the development of budget requests for requests and projects
    • Placing the initiative on the IT roadmap once budget approval is obtained and a priority is established
    • Communicating the status of active projects to Division Liaisons
  • What are the responsibilities of the IT business analyst teams?

    Our Business Analysts are with you from the start of an idea through implementation. This team works with Divisions Liaisons to prioritize any new IT service requests and projects. 

    In addition, the Business Analysts have the following responsibilities:

    • Collaborating with divisions to determine automation, process improvements, and streamline opportunities
    • Determining the IT as well as the client level of effort to implement projects
    • Collaborating with Division Liaisons to assist in the prioritization of divisional projects
    • Assisting in the development of budget requests for requests and projects
    • Placing the initiative on the IT roadmap once budget approval is obtained and a priority is established
    • Communicating the status of active projects to Division Liaisons

  • Who do I reach out to regarding concerns about this new process?

    Reach out to the following:

    Our goal is to build relationships across campus and ensure your experience always results in a solution or service that meets your needs. 

  • Who is my division liaison?

    You can find your division liaison and their contact information on our Division Liaisons website.

  • When should I reach out to my division liaison?

    You should reach out to your Division Liaison as soon as you have an IT need (beyond reporting issues and typical tech support questions), new initiative, or are writing a grant.

    Your Division Liaison is responsible for:

    • Creating a process that makes sense for their division to accomplish these responsibilities
    • Meeting regularly with their division to gather needs and priorities
    • Collecting and consolidating technology needs and project requests from across the division
    • Evaluating needs and project requests to ensure they meet the campus strategic plan and division-level strategy
    • Working within the division leadership team to prioritize the requests based on greatest need and impact to campus
    • Meeting with the division's Business Analyst team regularly to determine divisional priorities and opportunities for enhancements
    • Serving as the initial point of contact for any questions relating to submitted divisional projects
  • What are the responsibilities of division liaisons?

    Division liaisons are responsible for working with each IT business analyst team to process campus requests and work to prioritize any new IT service requests and projects.

    In addition, the division liaisons are responsible for: 

    • Creating a process that makes sense for their division to accomplish these responsibilities
    • Meeting regularly with their division to gather needs and priorities
    • Collecting and consolidating technology needs and project requests from across the division
    • Evaluating needs and project requests to ensure they meet the campus strategic plan and division-level strategy
    • Working within the division leadership team to prioritize the requests based on greatest need and impact to campus
    • Meeting with the division's IT business analyst team regularly to determine divisional priorities and opportunities for enhancements
    • Serving as the initial point of contact for any questions relating to submitted divisional projects