IT Foundational Policy: Operations (IT 200-000)

1.0 Purpose

The purpose of this policy is to establish standardized IT operational practices that strengthen, support, and protect Baker College’s information systems and institutional objectives.

2.0 Definitions

Acceptable Use Policy (AUP) - An Acceptable Use Policy (AUP) is a formal set of rules and guidelines that define how users are permitted to access and use an organization’s information systems, networks, internet, email, and other technology resources.  An AUP outlines acceptable behaviors, prohibited activities, and user responsibilities to ensure that technology resources are used safely, ethically, and in compliance with legal, regulatory, and organizational requirements.

Enterprise Application Services (EAS) - A specialized group within an organization responsible for the management, support, and optimization of enterprise-level software applications and services that are critical to business operations.

Infrastructure Security and Support (ISS) - A specialized group within an organization responsible for ensuring the security, stability, and operational support of the organization’s IT infrastructure.

Service Level Agreement (SLA) - A documented commitment between a service provider and a client that defines the expected level of service, performance standards, and responsibilities of both parties.

Subject Matter Expert (SME) - An individual who possesses deep knowledge, expertise, and specialized skills in a particular area, discipline, process, technology, or subject.

Technology Services and Support (TSS) - A group within an organization responsible for providing technical assistance, maintenance, and user support for the organization’s technology resources, including hardware, software, and related services.

3.0 Scope

This policy applies to all individuals and departments involved in the operation, support, or oversight of Baker College’s IT systems, including IT staff, contractors, vendors, faculty, and administrative personnel.

4.0 Policy Statement

Baker College is committed to maintaining reliable, secure, and strategically aligned IT operations that support institutional goals and academic success.
The College ensures that IT services are governed by standardized policies and methodologies, including change management, project management, and IT service management (ITSM). These practices promote consistency, accountability, and timely execution of IT initiatives.

Formal communication protocols are maintained to ensure stakeholders—including students, faculty, and staff—are kept informed during planned IT activities and critical incidents. These protocols support transparency and minimize disruption during service-impacting events.

Technology used across the institution is evaluated regularly to ensure alignment with the College’s mission, values, and strategic objectives. All IT resources must meet defined performance, security, and compliance standards.

Third-party service providers and vendors are required to comply with contractual obligations. Contracts and agreements must be reviewed on a recurring basis to ensure ongoing adherence to service levels, data protection, and institutional requirements.

IT procurement of technology and related assets is governed by a standardized framework that ensures consistency, data security, fiscal responsibility, and alignment with institutional objectives.

5.0 Procedures

The following procedures support the consistent and effective implementation of Baker College’s IT operations policy:

Change Management

• All IT changes must follow the College’s established Change Management process to minimize disruptions and ensure stakeholder awareness.
• Change requests must be documented and approved prior to implementation.
• Changes must be communicated to affected stakeholders in advance, including details of timing, impact, and duration.
• Emergency changes must be documented retroactively and reported to IT leadership for review.

Incident Response and Service Outage Management

• The IT department uses an IT Service Management (ITSM) system to track, manage, and respond to incidents affecting IT services.
• To help the College meet its goals and objectives, IT will strive for a service availability of 99.9%.
• When a service disruption or degradation occurs, IT is responsible for:
  • Determining whether an outage exists and assessing its scope.
  • Collaborating with a Subject Matter Expert (SME) to verify the outage and its severity level.
  • Initiating appropriate communication to inform the College community of the issue and expected resolution timelines.
  • Providing timely updates throughout the incident and a resolution notice once service is restored.

Communication and Notification

• Advance notice must be provided for planned IT maintenance windows and any known activities that may impact service availability.
• Notifications should include the type of activity, systems affected, duration, and potential impact on users.
• In the event of an unplanned outage or critical incident, real-time updates will be communicated via designated channels, including email, SMS, or campus alert systems.

Vendor Management

• All vendors providing IT services must adhere to the terms outlined in their contracts or agreements.
• Vendor performance and compliance will be monitored by IT staff and reviewed annually.
• Contracts must be reviewed and renewed in accordance with procurement schedules and institutional requirements.

Procurement and Technology Requests

• Technology acquisition, installation, and renewals must follow the formal Technology Request process.
• The procurement framework requires:
  • Review and approval by relevant stakeholders.
  • Compliance with data protection standards.
  • Contract consistency and documentation of service levels.
  • Regular automated audits to ensure adherence to procurement policies.

6.0 Responsibilities

IT

• Ensure the IT environment and additional products and services are used to support the institution while striving to achieve the IT SLA’s.
• Provide feedback and assist with the development of IT related policies and procedures.
• Adhere to and promote IT processes including change management and project management.
• Review and enforce vendor contracts and agreements to prevent disruptions of service and to ensure terms are met.

IT Leadership

• Manage, audit, and report on IT contracts and agreements.
• Manage IT budgets in accordance with Baker College finance department guidelines.

Faculty/Staff

• Assist IT with feedback to help drive continual technology improvement.

Vendors

• Adhere to all terms listed within the vendor contract and/or agreement.

End User

• Adhere to all guidelines as specified by the AUP, Student Handbook, Faculty Handbook, and Employee Handbook, as applicable.

7.0 Citations & Related Information

None