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Wilfrid Laurier University Information Technology Services
April 18, 2014
 
 
Canadian Excellence

Service Request Process



This process defines how our clients can engage ITS to initiate, discuss, propose, and/or review an opportunity, a project, or an idea.

Manager Responsible

Director, ICT Renewal Projects


Service Hours

Monday - Friday
8:30am - 4:30pm


Clients

Staff and Faculty


Client Procedures

Contact the Employee Service Desk at help@wlu.ca or ext. 4357 from Waterloo campus or ext. 5725 from Brantford campus. Alternatively, login to the ITS Service Desk Customer Portal to log your project request.

To expedite the process, the client can begin to fill out the ITS Project Charter Scope document populating the appropriate areas necessary.


Client Expectations

The client can expect an email notification when the project request has been entered into the Service Management tool along with a ticket number. Clients can also expect someone from ITS to contact them within 2 business days of entering their project request, to acknowledge receipt of a project request and to establish future communications.


Cost

Variable costs depending on project requirements.


Version Date last updated

N/A