Communications and Documentation

The Communications and Documentation services provided by Framingham State University's Information Technology Services organization encompass a range of professional services aimed at developing and delivering IT communications related to service delivery. This includes communicating system changes, service offerings, and planned or unplanned service outages. Additionally, this service involves the maintenance of support documentation and the service catalog to ensure accurate and up-to-date information for administrative offices and academic departments.

The Communications and Documentation services are available to all students, faculty, and staff at Framingham State University. These services are provided to individuals and departments within the university community who need to stay informed of and involved with information technology services.

• Effective Communication: The Communications and Documentation services enable the timely and effective communication of important IT-related information. This ensures that stakeholders stay informed about system changes, service offerings, and service outages, allowing for better planning and decision-making.
• Maintenance of Technical Documentation: This service includes the regular updating and maintenance of support documentation. This ensures that accurate and comprehensive information is available to users, system administrators, data stewards, and third party product or service providers.
• Service Catalog Management: The Communications and Documentation services involve the management and upkeep of the service catalog, which provides a comprehensive overview of available IT services. This allows users to easily identify and request the services they require, streamlining the process and improving service accessibility.
• Improved Service Awareness: By providing clear and concise communications regarding IT services and changes, the service helps increase awareness and understanding among stakeholders. This promotes a more informed user community and enhances engagement with IT services.

There are no specific prerequisites for accessing the Communications and Documentation services. However, users are expected to provide accurate and detailed information regarding their unmet or anticipated communication needs or access requirements for support documentation.

To request Communications and Documentation services, users can utilize the following channels:

• Contact ITS via email or phone to communicate specific information or request assistance with IT-related communications.
• Access the support documentation and service catalog through the university's IT portal or designated online platform.

For additional information, guidelines, and resources related to Communications and Documentation services, users can refer to the following documentation:

• IT Service Catalog: Provides an overview of all available IT services, including detailed descriptions and contact information for accessing the Communications and Documentation services.
• IT Knowledge Base: Contains user guides, FAQs, and knowledge bases that offer self-help solutions and information on IT services.
• Incident Reporting and Escalation Procedures: Outlines the process for reporting incidents related to communication or documentation issues and escalating critical matters to ensure timely resolution.

The Communications and Documentation services strive to provide timely assistance and response to requests. The target timeframes for fulfilling requests and resolving incidents may vary depending on the complexity and urgency of each case. Users can expect regular updates and communication regarding the progress of their requests, ensuring transparency throughout the process.