Working with ITS on Technology Requests and Projects
Technology projects are most successful when campus partners and Information Technology Services (ITS) work together early. Whether the need involves a new system, an improvement to an existing service, or a larger technology change, ITS can help clarify the need, understand the impact, and determine the appropriate path forward.
The goal is simple: help UNI focus time, funding, and technical resources on the work that brings the most value to students, faculty, staff, and the university.
How Technology Requests Move Forward
Finding the Right Path
Not every technology request is a project. Many requests can be handled through normal ITS support or day-to-day service work. Submitting a request starts the conversation and review process; it does not automatically mean the work has been approved as a project.
A request may become a project when it:
- Affects multiple departments, systems, or campus groups
- Requires significant planning, funding, or coordination
- Introduces risk, compliance, security, or support considerations
- Creates a new service or major change to an existing service
- Supports a larger institutional or departmental priority
- Requires meaningful changes to business processes, roles, or responsibilities
What ITS Helps With
When a request may require project support, ITS works with campus partners to:
- Clarify the problem, opportunity, and desired outcome
- Identify affected users and the people who should be involved
- Understand impacts, risks, costs, dependencies, and ongoing support needs
- Explore options before committing to a specific solution
- Determine priority, timing, and resource needs
- Plan the work at the right level of detail
- Prepare for implementation, communication, training, transition, and ongoing support
This helps reduce surprises, improve decision-making, and create a shared understanding before significant time or resources are committed.
A Right-Sized Approach
How the Process Works
UNI ITS does not use a one-size-fits-all process. Smaller efforts may only need light coordination. Larger or more complex efforts may need additional planning, communication, and leadership review. The level of planning and review should match the size, complexity, risk, cost, and campus impact of the work.
- Start the conversation: Submit the request through Service Hub. You do not need to have every detail or solution worked out before reaching out. ITS will review the request and connect the appropriate people.
- Understand the need: ITS and campus partners clarify the problem or opportunity, desired outcomes, affected users, timing, ownership, and support needs before determining the appropriate solution.
- Decide the best path forward: The request is considered based on priority, available resources, risk, funding, readiness, and alignment with university needs. The next step may be normal service work, additional discovery or planning, a formal project, future scheduling, or another appropriate path.
- Plan and deliver the work: For requests that move forward, the team confirms business and technical ownership, roles, expectations, milestones, resource needs, communication, and key decisions.
- Launch and support: ITS and campus partners prepare users, complete the transition, and confirm ongoing ownership and support after implementation.
Your Role as a Campus Partner
Campus partners play an important role in successful technology projects. Campus partners bring the business and operational expertise to help define the need and desired outcomes, identify affected users, make business decisions, support communication and adoption, and help ensure the final solution works for the people who will use it.
ITS brings technical expertise, helps assess feasibility and risk, and works with campus partners to design an approach that can be implemented and supported effectively.
Getting Started
If you have a technology need, idea, or upcoming change that may require ITS involvement, begin by submitting a request through Service Hub. Early engagement is encouraged, even if the request is still taking shape. ITS will help determine the appropriate next step.