South African Presentations

In 2015 UCT reviewed the process for managing student system changes and communication. There were a number of issues: 1. The number of change requests requested exceeded the Systems Division capability to deliver. 2. Relative priorities were not always well understood. 3. The student Computing Committee met every month and the 4 week delay in reviewing change requests was seen as too long. 4. Overall and detail status of change requests was not visible to all. The proposal will cover the process for managing student system changes and communication as well as the process for managing larger requests(projects). The process for requesting enhancements to existing systems will cover: 1. The Production Support Issue and Development Request Workflow process including prioritisation. 2. The Change request system that is used to manage changes to the student systems. 3. The reporting that is made available via Business Objects In addition to the process for requesting enhancements to existing systems, UCT has implemented a process for managing larger requests(projects). This process is supported on our Service Desk software (Service Now), and includes procedures for submission, evaluation and the creation and prioritisation of projects for approved requests.