Overview
The Onboarding service is maintained with cooperation across many departments. This article covers the roles and responsibilities for each team.
- Roles
- Responsibilities
- RASCI
- Human Resources
- Business Systems
- OIT Application Admins
- OIT Developers
- OIT TSP’s
- OIT Procurement
- OIT VandalCard
- Onboarding - People Admin
- Onboarding - Process Monitoring to Banner
- Onboarding – Process Monitoring to TDX
- Onboarding – Ticket Interview
- Onboarding – Ticket Hardware
- Onboarding – Ticket VandalCard
R = Responsible
Definition: first-point-of-contact personnel who directly handle customer inquiries, troubleshoot basic issues, and provide initial support. This is who the tickets are originally assigned to for resolution. List constitunt groups: E (Employee), S (Student), R (Retiree), A (Alumni), AF (Affiliate), X (all groups).
A = Accountable
Definition: Usually IT Manager or Supervisor who oversees customer service. Ensures process for resolution is followed, issues are escalated appropriately, and monitors customer satisfaction levels. In TDX this shows as the Reviewer in a ticket.
S = Supportive
Definition: Assists with completing the service request or tasks. Often used with services that have workflows assigned. This may involve multiple groups.
C = Consulted
Definition: May be needed to provide technical input on complex customer problems.
I = Informed
Definition: Could include other IT team members, management, who need to be kept updated on major customer concerns or service disruptions
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Responsibility
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HR
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Business Sys
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OIT APP Admins
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OIT
Devs
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OIT
TSP’s
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OIT
Procurement
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OIT VandalCard
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People Admin
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R
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A
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S
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S
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I
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I
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I
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Process Monitoring to Banner
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R
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R
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S
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I
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I
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I
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Process Monitoring to TDX
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R
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S
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I
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I
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I
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Ticket Interview
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S
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R
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I
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I
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Ticket Hardware
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R
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R
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Ticket VandalCard
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C
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I
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R
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