About Sydney Student support

When you request a change to Sydney Student through ICT, a ticket is created in the IT service management system (known as ITSM). The work on these tickets is prioritised using the matrix below.

You can find out about recently released and upcoming enhancements on the Sydney Student Program SharePoint site. All staff can access this SharePoint site – for help.

Prioritisation tool

We use this matrix to prioritise requested enhancements.

Rating Definition Consequence Consequence rating Operational capability Learning and teaching Research and innovation Student experience Community engagement
Defer (5) Functions or quality enhancement that provides no tangible improvement to any element within the University pillar model. Would be discussed with customer with a recommendation for closure. Insignificant 1 Negligible delay/impact to core or support activities Negligible impact on L&T activity and outcomes Negligible impact on research activity Minimal impact on meeting student demands and expectations Negligible impact on community engagements and participation
Low priority (4) Functions or quality enhancement that would be desirable to have in the future when resources permit, minor impact on operational capability and student experience. Minor 2 Minor delay/impact to core or support activities Minor impact on L&T activity and outcomes Minor impact on research activity Minor inability to meet students demands and expectations Minor impact on community engagement and participation
Medium priority (3) The enhancement provides a significant opportunity to improve on one element within the University pillars model (operational capability and/or L&T and/or R&I and/or student experience and/or community engagement) or the cost of the workaround is greater than $25,000 for the University. Moderate 3 Minor delay/impact to core or support activities over a sustained period Minor impact on L&T activity and outcomes over a sustained period Minor impact on research activity over a sustained period Significant inability to meet student demands and expectations Significant impact on community engagement and participation
High priority (2) The enhancement provides a significant opportunity to improve on two elements within the University pillars model (operational capability and/or L&T and/or R&I and/or student experience and/or community engagement) or the product does not comply with external legislation or the item is required for next cutover. Major 4 Major delay/impact to core or support activities over a sustained period Major impact on L&T activity and outcomes over a sustained period Major impact on research activity over a sustained period Serious failure to meet student demands and expectations Serious impairment to community engagement and participation
Urgent priority (1) The enhancement provides a significant opportunity to improve on three or more elements within the University pillars model (operational capability and/or L&T and/or R&I and/or student experience and/or community engagement). Excessive 5 Unable to participate in core activities for a sustained period Serious impairment to L&T activities and outcomes Serious impairment to research activities Complete failure to meet student demands and expectations Serious brand damage