McGill University IT Services (ITS) serves McGill students, faculty, academic and administrative support staff, and alumni. Our six units work together to provide comprehensive IT services as well as client care. For more detail on our organizational structure and services, consult We are IT Services.
In order for us to deliver IT services, and in the spirit of creating transparency of the work we are doing for and with the McGill community, we have a number of processes, governance frameworks, policies, etc. that enable us to function as a service delivery organization. This page aims to provide a summary of these.
Below is a summary of our governance framework:
Interacting with IT:
The McGill community may interact with IT Services for the following reasons:
Get IT Support: All members of the McGill community have access to the IT Support site, a resource enabling easy access to services through the following features:
- Customers may report issues, submit requests, and locate information via the site
- The site provides enhanced visibility on the status of IT requests, thus improving the customer experience and service delivery
- Users may consult the searchable IT Service Knowledge Base containing up to date documentation about available IT services
Request a new solution: A business need statement (BNS) is a request for a solution to a particular business need that cannot be fulfilled adequately using existing McGill-provided software or services. These may be submitted by business customers who work with IT Services Application Services (AS), service managers or analysts, or the IT Service Desk.
Portfolio and Project Management
Processes, methodology, and structure for delivery of projects and enhancements
IT Governance bodies and structures
Management and administration of IT's architecture, processes and assets
Classification, prioritization and resolution of issues
Policies, standards, and directives
Regulations and processes governing IT resources
Partnering with the Higher Education community
Collaborations with peer institutions to enhance IT services to our academic populations