Below is sample content for an IT Operations Manual/IT Department Charter based on your outline and adapted to a community college environment using information publicly available through the BMCC Help Center, including references to student email support and Service Desk resources. Information such as the Service Desk and student email activation process was referenced from the BMCC Knowledge Base. [help.bmcc.cuny.edu], [help.bmcc.cuny.edu], [help.bmcc.cuny.edu] Information Technology (IT) Operations Manual 1. Mission, Scope, and Governance 1.1 IT Mission and Goals The Information Technology Department supports the academic, administrative, and student success goals of Borough of Manhattan Community College (BMCC) by delivering reliable, secure, and innovative technology services. IT is committed to providing exceptional customer service, ensuring technology availability, protecting institutional data, and enabling digital transformation across the college. Strategic Goals • Provide stable and secure technology infrastructure. • Enhance the student digital experience. • Support teaching, learning, and research technologies. • Improve operational efficiency through automation and innovation. • Strengthen cybersecurity and compliance practices. • Deliver responsive and effective customer support services. 1.2 Scope of Services The IT Department is responsible for managing, supporting, and securing the following services: IT-Owned Services • Student, faculty, and staff email services • Campus wired and wireless networking • Computer labs and classroom technology • Identity and access management • Enterprise applications • Cloud services and infrastructure • Audio/visual technology • Information security and cybersecurity monitoring • Technology support and help desk operations
Department-Managed Services Individual departments remain responsible for: • Department-specific software licensing • Content management of departmental websites • Specialized academic applications not centrally supported by IT • Department-owned hardware purchased outside standard IT support agreements 1.3 Governance Structure The college uses a collaborative governance model to ensure technology investments align with institutional priorities. Technology Governance Committee Responsibilities: • Review major technology initiatives • Prioritize project requests • Approve strategic technology investments • Evaluate risks and impacts Membership: • Chief Information Officer (CIO) • Academic Affairs representatives • Administrative Services representatives • Faculty Senate representatives • Student Affairs representatives • Information Security representatives 1.4 Key Stakeholders Stakeholder Group Role Students Consumers of instructional and support technologies Faculty Users of classroom and instructional technologies Administrative Staff Users of enterprise business systems Executive Leadership Strategic oversight and funding approvals IT Department Service delivery and governance support External Vendors Technology products and support services
2. Roles and Responsibilities 2.1 IT Organizational Structure 1 Chief Information Officer (CIO) 2 │ 3 ├── Service Desk & End User Support 4 ├── Infrastructure & Systems Administration 5 ├── Network Services 6 ├── Information Security 7 ├── Enterprise Applications 8 └── Technology Innovation & Project Management 2.2 Role Definitions Service Desk Primary Responsibilities • Serve as the first point of contact for technology issues. • Provide password reset and account assistance. • Support student, faculty, and staff technology requests. • Escalate technical issues when required. Examples of Services • CUNYfirst login assistance • Student email activation support • General technology troubleshooting The BMCC Knowledge Base directs users experiencing account issues to contact the Service Desk for assistance. [help.bmcc.cuny.edu] Systems Administrators Responsibilities • Server administration • Operating system management • Cloud platform administration • Backup and disaster recovery management • Identity management services Network Services Team Responsibilities
• Campus Wi-Fi operations • Internet connectivity • Network monitoring • Firewall administration • Network performance optimization Information Security Team Responsibilities • Security monitoring • Incident response • Security awareness training • Vulnerability management • Compliance auditing Enterprise Applications Team Responsibilities • Student Information System (SIS) support • ERP administration • Application integrations • Vendor management • Data reporting services 2.3 Escalation Paths Priority 1 (Critical Incident) Examples: • Network outage • Email outage • Campus-wide service disruption Escalation Flow Service Desk → Technical Lead → IT Director → CIO Priority 2 (High Impact) Examples: • Department-wide application failures • Classroom technology outages Escalation Flow Service Desk → Support Supervisor → Technical Team
Priority 3 (Standard Requests) Examples: • Password resets • Software installation • Access requests Escalation Flow Service Desk → Assigned Technician 2.4 On-Call Responsibilities After-Hours Coverage The on-call technician is responsible for: • Responding to critical infrastructure alerts • Supporting emergency service interruptions • Managing security incidents • Coordinating vendor emergency support Coverage Schedule Team Coverage Service Desk Business Hours Network Services 24x7 On-Call Systems Administration 24x7 On-Call Information Security 24x7 Incident Response 3. Service Catalog 3.1 End-User Services Email Services Description Provides email access for students, faculty, and staff. Key Features • Institutional email accounts • Mobile device access • Email security and spam filtering The BMCC Help Center provides guidance regarding activation of BMCC email accounts for students. [help.bmcc.cuny.edu]
Learning Management System (LMS) Services • Faculty course management • Student course access • Assignment submission • Collaboration tools Campus Wi-Fi Services • Wireless network access • Secure authentication • Guest access services Printing Services Services • Student printing • Faculty/staff printing • Managed print devices Computer Labs Services • Academic software access • Printing access • Technology-assisted learning environments 3.2 Infrastructure Services Server Hosting Services • Virtual server provisioning • Physical server management • Performance monitoring Storage Services Services • Network storage
• Backup storage • Cloud storage integration Cloud Services Services • Microsoft 365 • Azure services • Identity management • Cloud security services 3.3 Application Support Student Information System (SIS) Supported Functions • Student records • Registration • Academic history • Degree tracking ERP Systems Supported Functions • Finance • Human Resources • Procurement Library Systems Supported Functions • Catalog management • Digital resources • User authentication 3.4 Service Level Agreements (SLAs) Priority Description Initial Response Target Resolution P1 Critical Campus-wide outage 15 minutes 4 hours P2 High Multiple users affected 1 hour 8 business hours P3 Medium Single user issue 4 business hours 3 business days
P4 Low General request 1 business day 5 business days Service Desk Hours Service Hours Service Desk Monday–Friday, Business Hours Self-Service Knowledge Base 24x7 Emergency Support 24x7 for Priority 1 incidents Performance Metrics The IT Department tracks: • First Contact Resolution Rate • Average Response Time • Average Resolution Time • Customer Satisfaction Score • Service Availability/Uptime References Used: BMCC Knowledge Base Service Desk resources, CUNYfirst login assistance guidance, and BMCC email activation documentation available through the BMCC Help Center. [help.bmcc.cuny.edu], [help.bmcc.cuny.edu], [help.bmcc.cuny.edu]