Who can submit a request?

This request type is available to all University account users (i.e. NetID users), however, written authorization from a cognizant University official is required (see below).

What information is required to submit a request?

Requestors shall provide a clear and concise overview in the description of their request, a thoroughly completed Account Access Reinstatement Form, and a signed authorization memo from a cognizant University official (e.g. Dean of Students). The required form and memo shall be attached to the request record at the time of submission.

Requests that are overly broad or that lack specificity, or that do not include an Account Access Reinstatement Form, or a signed authorization memo cannot be processed.

What is the cost of this request?

This request type is provided to all University account users at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

This request type shall be submitted in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a three (3) business day period, with most being fulfilled within the five (5) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Technology Services > Cybersecurity Services > Account Access Reinstatement > Provide required information > Request.

Business Continuity Access is a formal process designed to provide temporary and limited access to an employee’s work-related files within enterprise IT systems when there is an immediate and legitimate operational need. This process is strictly limited to non-investigatory, business-related purposes and exists solely to maintain continuity of operations.

Access may be delegated only to the employee’s designated supervisor or manager. This process is not available for use by IT staff to obtain access to employee or faculty files.

• Outlook email and Microsoft Teams chat content are generally available for up to 31 days following employee separation.
• OneDrive for Business (personal files) and SharePoint Online (organizational files) content may, in limited circumstances, remain available for up to 61 days following separation.

To ensure the preservation of essential business information, business process owners are responsible for initiating the appropriate access requests within 14 days of the employee’s separation.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Project Managers

• IT Project Manager I-III (IT Project Mgr 1-3)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise overview of their requirements in the description of their request and a thoroughly completed Business Continuity Access Form which shall be attached to the request record at the time of submission.

Requests that are overly broad or that lack specificity, or that do not include a Business Continuity Access form cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

This request type shall be submitted in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a three (3) business day period, with most being fulfilled within the five (5) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Business Continuity Access > Provide required information > Request.

Who can submit a request?

This request type cannot be directly requested.

A system process will generate request records classified as the Cloud Vendor Assessment Request type when triggered by a workflow item contained in Banner Workflow.

What information is required to submit a request?

This request type cannot be directly requested.

Banner Workflow item submitters shall provide a clear and concise description of their request in the upstream Banner Workflow application, a vendor-completed Higher Education Community Vendor Assessment Toolkit (HECVAT), and any supplemental documentation referenced within the vendor-completed HECVAT.

System-generated requests that are overly broad, that lack specificity, or that do not contain a vendor-completed HECVAT cannot be processed.

What is the cost of this request?

This request type cannot be directly requested.

This request type is provided to the ISPO's Privacy, Compliance, and Risk area at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

This request type cannot be directly requested.

A system process will generate request records classified as the Cloud Vendor Assessment Request type when triggered by a workflow item contained in Banner Workflow.

When can I submit this request?

This request type cannot be directly requested.

A system process will generate request records classified as the Cloud Vendor Assessment Request type when triggered by a workflow item contained in Banner Workflow.

Requests that are generated after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

This request type cannot be directly requested.

Requests that include all minimum-required information at the time of generation by system process, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are generated after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type cannot be directly requested.

This request type is typically fulfilled within a ten (10) business day period starting the first full business day after generation by system process, with most being fulfilled within the fifteen (15) business day period specified in the Service-Level Agreement for this request type.

Work product created to fulfill in-scope requests is provided directly to the ISPO's Privacy, Compliance, and Risk area using Banner Workflow.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, staff, and cannot be expedited.

How can I submit this request?

This request type cannot be directly requested.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Eligibility to request access to ISPO-managed cybersecurity applications is determined by the requestor’s assigned role and assigned department (or area).

CIO Roles

• Chief Information Officer (Chief Information Officer)
• Deputy Chief Information Officer (Deputy CIO)

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

Department

• Center for Academic Program Support (CAPS IT)
• Center for Advanced Research Computing (CARC IT)
• Center for High Technology Materials (CHTM IT)
• College of University Libraries & Learning Sciences (CULLS IT)
• Earth Data Analysis Center (EDAC IT)
• Information Security & Privacy Office (ISPO)
  • Cybersecurity Engineering & Operations
  • Information Security Program Management
• IT Academic Technologies (IT AT)
  • Learning Environments
  • Learning Management Systems, Scoring, Surveys, and Evaluations
  • Media & Collaborative Applications
• IT Applications (IT APPS)
  • Data and Reporting
  • Development
  • Operations
  • Support
• IT Campus Outreach & Engagement (IT COE)
  • Anderson School of Management (ASM IT)
  • Athletics (Athletics IT)
  • Branch Campuses
    • Gallup
    • Los Alamos
    • Taos
    • Valencia
  • Business Center (BC IT)
  • Division of Enrollment Management (EM IT)
    • Global Education Office (GEO)
    • Student Affairs (SA)
    • Student Health and Counseling (SHAC)
  • College of Arts & Sciences (A&S IT)
  • College of Education and Human Sciences (CoEHS IT)
  • College of Fine Arts (CFA IT)
  • Institutional Support Services (ISS - IT)
    • Auxiliaries (ISS - Auxiliaries)
    • Facilities (ISS - Facilities)
  • School of Engineering (SoE IT)
  • School of Law (SoL IT)
• IT Computing Platforms (IT Platforms)
  • Database Administration (DBA)
  • Distributed Systems (DSYS)
  • Enterprise Managed Systems & Services (EMSS)
    • Desktop and Printer Support
      • Managed Workstations
      • Student Field Agent Program
    • Systems
  • Virtual Infrastructure & Storage (VIS)
• IT Customer Support Services (IT CSS)
  • Customer Service Desk (CSD)
  • Service Management (SM)
• IT Networks (IT Networks)
  • Data Networks
    • LAN
    • WAN
    • Wireless
  • Fire & Security Services
  • Voice
    • Advanced Voice Applications
• KNME-TV, New Mexico PBS (KNME IT)
• KUNM (KUNM IT)
• NM Established Program to Stimulate Competitive Research (EPSCoR IT)
• Office of the Chief Information Officer (Office of the CIO)
• Office of the Vice President for Research (OVPR IT)
• Police Department (PD IT)
• School of Architecture & Planning (SAAP IT)
• Utility Services (US IT)

Requests submitted by UNM staff who are not directly assigned to a department or area listed above cannot be processed.

What information is required to submit a request?

Requestors shall provide a clear and concise overview of their requirements in the description of their request.

Cybersecurity Application Access Requests must be approved by the requestor’s direct supervisor.

Requests that are overly broad or that lack specificity, or that do not receive the appropriate approvals cannot be processed.

What approvals are required?

Approvals will be generated in ServiceNow on behalf of the requestor. Please have the approver respond to email from ServiceNow (servicenow@unm.edu).

Eligibility for access to ISPO-managed cybersecurity applications is determined by the requestor’s assigned role and assigned department (or area).

Requests that do not receive the appropriate approvals cannot be processed.

What is the cost of this request?

Basic application access is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a three (3) business day period, with most being fulfilled within the five (5) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Eligibility to request access to ISPO-managed cybersecurity applications is determined by the requestor’s assigned role and assigned department (or area).

Navigate to ServiceNow Customer Portal > Technology Services > Cybersecurity Services > Cybersecurity Application Access > Provide required information > Request.

Who can submit a request?

This request type cannot be directly requested.

Cybersecurity Engineering and Operations staff will generate this request on an as-needed basis to track maintenance-related activities.

What information is required to submit a request?

This request type cannot be directly requested.

Requests that are overly broad or that lack specificity, or that do not receive the appropriate approvals cannot be processed.

What approvals are required?

Approvals may be required on a case-by-case basis. In the event an approval is required, one will be generated in ServiceNow on behalf of the requestor. In such an event, please have the approver respond to email from ServiceNow (servicenow@unm.edu).

Eligibility to request maintenance of ISPO-managed cybersecurity applications is determined by the requestor’s assigned role and assigned department (or area).

Requests that do not receive the appropriate approvals cannot be processed.

What is the cost of this request?

This request type cannot be directly requested.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

This request type cannot be directly requested.

Cybersecurity Engineering and Operations staff will generate this request on an as-needed basis to track maintenance-related activities.

When can I submit this request?

This request type cannot be directly requested.

Cybersecurity Engineering and Operations staff will generate this request on an as-needed basis to track maintenance-related activities.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

This request type cannot be directly requested.

Requests that include all minimum-required information at the time of submission are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type cannot be directly requested.

This request type is typically fulfilled within a three (3) business day period, with most being fulfilled within the seven (7) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, staff, and cannot be expedited.

How can I submit this request?

This request type cannot be directly requested.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Eligibility to request access to ISPO-managed cybersecurity applications is determined by the requestor’s assigned role and assigned department (or area).

CIO Roles

• Chief Information Officer (Chief Information Officer)
• Deputy Chief Information Officer (Deputy CIO)

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

Department

• Center for Academic Program Support (CAPS IT)
• Center for Advanced Research Computing (CARC IT)
• Center for High Technology Materials (CHTM IT)
• College of University Libraries & Learning Sciences (CULLS IT)
• Earth Data Analysis Center (EDAC IT)
• Information Security & Privacy Office (ISPO)
  • Cybersecurity Engineering & Operations
  • Information Security Program Management
• IT Academic Technologies (IT AT)
  • Learning Environments
  • Learning Management Systems, Scoring, Surveys, and Evaluations
  • Media & Collaborative Applications
• IT Applications (IT APPS)
  • Data and Reporting
  • Development
  • Operations
  • Support
• IT Campus Outreach & Engagement (IT COE)
  • Anderson School of Management (ASM IT)
  • Athletics (Athletics IT)
  • Branch Campuses
    • Gallup
    • Los Alamos
    • Taos
    • Valencia
  • Business Center (BC IT)
  • Division of Enrollment Management (EM IT)
    • Global Education Office (GEO)
    • Student Affairs (SA)
    • Student Health and Counseling (SHAC)
  • College of Arts & Sciences (A&S IT)
  • College of Education and Human Sciences (CoEHS IT)
  • College of Fine Arts (CFA IT)
  • Institutional Support Services (ISS - IT)
    • Auxiliaries (ISS - Auxiliaries)
    • Facilities (ISS - Facilities)
  • School of Engineering (SoE IT)
  • School of Law (SoL IT)
• IT Computing Platforms (IT Platforms)
  • Database Administration (DBA)
  • Distributed Systems (DSYS)
  • Enterprise Managed Systems & Services (EMSS)
    • Desktop and Printer Support
      • Managed Workstations
      • Student Field Agent Program
    • Systems
  • Virtual Infrastructure & Storage (VIS)
• IT Customer Support Services (IT CSS)
  • Customer Service Desk (CSD)
  • Service Management (SM)
• IT Networks (IT Networks)
  • Data Networks
    • LAN
    • WAN
    • Wireless
  • Fire & Security Services
  • Voice
    • Advanced Voice Applications
• KNME-TV, New Mexico PBS (KNME IT)
• KUNM (KUNM IT)
• NM Established Program to Stimulate Competitive Research (EPSCoR IT)
• Office of the Chief Information Officer (Office of the CIO)
• Office of the Vice President for Research (OVPR IT)
• Police Department (PD IT)
• School of Architecture & Planning (SAAP IT)
• Utility Services (US IT)

Requests submitted by UNM staff who are not directly assigned to a department or area listed above cannot be processed.

What information is required to submit a request?

Requestors shall provide a clear and concise overview of their requirements in the description of their request.

Requests that are overly broad or that lack specificity cannot be processed.

What approvals are required?

Approvals may be required on a case-by-case basis. In the event an approval is required, one will be generated in ServiceNow on behalf of the requestor. In such an event, please have the approver respond to email from ServiceNow (servicenow@unm.edu).

Eligibility to request support for ISPO-managed cybersecurity applications is determined by the requestor’s assigned role and assigned department (or area).

Requests that do not receive the appropriate approvals cannot be processed.

What is the cost of this request?

Basic application support is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a three (3) business day period, with most being fulfilled within the five (5) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Eligibility to request access to ISPO-managed cybersecurity applications is determined by the requestor’s assigned role and assigned department (or area).

Navigate to ServiceNow Customer Portal > Technology Services > Cybersecurity Services > Application Maintenance or Support > Provide required information > Request.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Project Managers

• IT Project Manager I-III (IT Project Mgr 1-3)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise overview of their requirements in the description of the request.

Requests that are overly broad or that lack specificity cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a ten (10) business day period, with most being fulfilled within the fifteen (15) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Technology Services > Cybersecurity Services > Cybersecurity Consulting > Provide required information > Request.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Project Managers

• IT Project Manager I-III (IT Project Mgr 1-3)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide clear and concise feedback in the description of the request.

Requests that are overly broad or that lack specificity cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

Feedback requests and the data contained therein are tracked, reviewed, and cataloged.

Constructive feedback is taken into consideration when making periodic updates to the university's cybersecurity program and its corresponding components, cybersecurity standards and guidelines, and the University's enterprise cybersecurity services.

A basic acknowledgment is provided to all requestors, however the ISPO may not be able to directly respond to each individual request.

Requests are prioritized based on resource availability including, but not limited to, hardware, software, and staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Business Continuity Access > Provide required information > Request.

The Firewall Change is a joint offering from the UNM Information Security & Privacy Office (ISPO) and UNM Information Technologies (IT). It is supported by ISPO’s Cybersecurity Engineering and Cybersecurity Operations teams, as well as IT’s Networks (Data Network Group) and Platforms (Enterprise Managed Systems & Services, Platform Engineering, and Virtual Infrastructure & Storage) teams. This request type is intended to enable authorized IT staff within designated departments to request changes to the university’s firewall configurations and related security policies.

Who can submit a request?

Access to the Firewall Change catalog item is limited to staff who are directly responsible for the ongoing maintenance and support of the overarching firewall management service or who provide extensive input regarding the configuration of specific firewalls; eligibility is determined by a combination of job description in addition to department name.

Please thoroughly review the information below before submitting a firewall change.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir, Core IT Svcs)
• Director of Information Technology Service (Dir, IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir, Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir, IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr, Core IT Svcs)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)

Departments

• Information Security & Privacy Office (ISPO)
  • Cybersecurity Engineering
  • Cybersecurity Operations
• IT Computing Platforms (IT Platforms)
  • Enterprise Managed Systems & Services (EMSS)
    • Device Management
    • Systems
  • Platform Engineering
  • Virtual Infrastructure & Storage (VIS)
• IT Networks (IT Networks)
  • Data Networks
    • LAN
    • WAN
    • Wireless

Requests submitted by UNM staff who are not directly responsible for the ongoing maintenance and support of the overarching firewall management service cannot be processed.

NOTE: IT staff not affiliated with the listed departments are encouraged to review the Firewall Configuration Assessment FAQ for further guidance.

What information is required to submit a firewall change request?

Required information varies by firewall category. The following pre-requisite steps must be completed before a firewall change is submitted:

• A fixed IP address (DHCP reservation or static IP) has been requested and assigned to each in-scope host
• A corresponding DNS record that adheres to the University’s naming convention has been assigned to each in-scope host
• Each in-scope host must be running a supported operating system that is fully patched

Once all pre-requisite steps are completed, a firewall change can be submitted.

Firewall change requests must be submitted for each pair of reciprocal rules. Each request should define a specific set of source and destination addresses, along with the corresponding service port or ports.

Requests are limited to one (1) ingress policy and one (1) egress policy per submission. To maintain clarity and process efficiency, submitting multiple rules or rule changes within a single request is strongly discouraged.

Requestors must provide the following information (at minimum):

• Traffic Direction: Inbound -or- Outbound
• Source IP(s)
• Destination IP(s)
• Protocol(s)
• Port number(s)
• Function
• Justification

Requests that do not include the above referenced information cannot be processed.

What approvals are required?

All firewall changes must be approved by an appropriate IT management contact (i.e. IT Director or IT Manager).

Separately, changes to firewall policies protecting the IT Data Center environments require the direct involvement and approval of the corresponding IT Manager or stakeholder.

Approvals are facilitated via ServiceNow. Please have the designated approver check for email from ServiceNow (servicenow@unm.edu).

Requests that do not receive all required approvals cannot be processed.

What is the scope of a firewall change?

A Firewall Change is intended to support well-defined, minimal, and documented firewall policy changes for systems in appropriate hosting environments. This request type enforces specific guardrails to maintain operational clarity and reduce cybersecurity risk.

What is in scope?

• Requests must specify one ingress and one egress policy only.
• Requests must reference hosts with valid fixed or reserved IP addresses, and registered DNS records that conform to UNM naming conventions.
• Requests are supported only for systems in multi-tiered hosting environments (e.g., data center environments).

What is out of scope?

• Individual desktop systems (e.g., user-desktop.unm.edu) are not eligible for firewall policies.
• Non-production systems cannot be made accessible from the public internet.
• Multiple firewall rules or unrelated changes in a single request are not supported; this introduces complexity and delays. Submit each rule or rule pair as a separate request.

NOTE: Non-specific or overly-permissive requests cannot be processed.

Examples of non-specific or overly permissive requests include, but are not limited to:

• Source or destination set to any or to an address with a nonstandard DNS name.
• Port number(s) without a corresponding networking protocol (TCP or UDP)
• Broad IP ranges (e.g., 10.0.0.0/8) without documented justification
• Access from untrusted networks to sensitive systems
• Access to entire subnets or network segments
• Changes with no listed function or justification
• Network traffic with no clear direction (Inbound vs Outbound)

NOTE: All firewall policies are subject to annual re-evaluation and may be modified or retired based on evolving threat landscapes, technology changes, and guidance from cybersecurity professional organizations (e.g., NIST, REN-ISAC). Requestors are responsible for ensuring continued alignment with updated policy and architectural standards.

Responsibility for readiness and ongoing compliance

It is the requestor’s responsibility to ensure all prerequisite tasks, including DNS setup and IP address assignment, are completed before submitting a Firewall Change. Incomplete or misrouted requests may be closed without further action.

NOTE: All firewall policies are subject to annual re-evaluation and may be modified or retired based on evolving threat landscapes, technology changes, and guidance from recognized information security professional organizations (e.g., EDUCAUSE, REN-ISAC, NIST). Requestors are responsible for ensuring continued alignment with updated policy and architectural standards.

Need help planning or scoping a change?

Use the Firewall Configuration Assessment catalog item for exploratory firewall discussions or firewall design consultation. Firewall Change catalog items are not intended for planning, troubleshooting, or gap analysis.

Firewall Change catalog items are not intended for planning, troubleshooting, or gap analysis.

What is the cost of this request type?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request type?

All requests submitted to the University’s Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal cannot be processed.

When can I submit this request type?

Requests may be submitted at any time with the exception of time periods outlined in the ServiceNow Knowledge Base Article (What is Change (computing) Moratorium and what does it mean?).

Requests submitted during the University-specified Change Moratorium periods cannot be processed. Requestors are responsible for re-submitting requests after the moratorium period has ended.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all required information at the time of submission are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a seven (7) business day period, with most being fulfilled within the ten (10) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted via the ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Firewall Change > Provide required information > Request.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Project Managers

• IT Project Manager I-III (IT Project Mgr 1-3)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise question in the description of the request.

Requests that are overly broad or that lack specificity cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a seven (7) business day period, with most being fulfilled within the ten (10) business day period specified in the Service-Level Agreement (SLA) for this request type.

Requests are prioritized based on resource availability including, but not limited to, hardware, software, and staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Technology Services > Cybersecurity Services:Firewall Configuration Assessment > Provide required information > Request

Who can submit a request?

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When will my request be fulfilled?

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How can I submit this request?

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Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Project Managers

• IT Project Manager I-III (IT Project Mgr 1-3)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

Departments

• IT - Campus Outreach & Engagement
• IT - Computing Platforms
  • Enterprise Managed Systems & Services (EMSS)
    • Systems
    • Workstations
• University Libraries IT

Requests submitted by UNM staff who are not directly assigned to a department or area listed above cannot be processed.

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise overview of their requirements in the description of their request and a thoroughly completed Network Access Reinstatement Form which shall be attached to the request record at the time of submission.

Requests that are overly broad or that lack specificity, or that do not include a Network Access Reinstatement Form cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a five (5) business day period, with most being fulfilled within the ten (10) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Network Access Reinstatement > Provide required information > Request.

Who can submit a request?

Blah...

What information is required to submit a request?

Blah...

What is the cost of this request?

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Where can I submit this request?

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When can I submit this request?

Blah...

When will my request be processed?

Blah...

When will my request be fulfilled?

Blah...

How can I submit this request?

Blah...

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Project Managers

• IT Project Manager I-III (IT Project Mgr 1-3)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise question in the description of the request.

Requests that are overly broad or that lack specificity cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a seven (7) business day period, with most being fulfilled within the ten (10) business day period specified in the Service-Level Agreement (SLA) for this request type.

Requests are prioritized based on resource availability including, but not limited to, hardware, software, and staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Request for Cybersecurity Information > Provide required information > Request.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

CIO Roles

Chief Information Officer

• Chief Information Officer (Chief Information Officer)
• Deputy Chief Information Officer (Deputy CIO)

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

HR Roles

HR Officers

• Vice President of Human Resources / Chief Human Resources Officer (VP HR,Chief HR Officer)

HR Directors

• Director of Human Resources Services (Dir,HR Services)

HR Managers

• Manager of Human Resources Services Client Services (Mgr,HR Client Services)

HR Consultants, Administrators, Analysts, and Technicians

• Senior Human Resources Consultant (HR Consultant,Sr)
• Human Resources Consultant (HR Consultant)
• Human Resources Administrator 1-3 (HR Administrator I-III)
• Senior Human Resources Analyst (HR Analyst,Sr)
• Human Resources Analyst (HR Analyst)
• Senior Human Resources Technician (HR Tech,SR)
• Human Resources Technician (HR Tech)

LER Roles

Labor and Employee Relations Officers

• Labor/Employee Relations Officer (Labor/Employee Relations Ofcr)

Labor and Employee Relations Specialists and Analysts

• Labor/Employee Relations Specialist (Labor/Employee Relations Splst)
• Labor/Employee Relations Analyst (Labor/Employee Rltns Analyst)

Requests submitted by UNM staff who do not have an appropriate job description cannot be processed.

What information is required to submit a request?

Requestors shall provide a clear and concise description of their request, all accounts owned or used by the in-scope staff, and an authorization memorandum signed by a cognizant University vice president.

Requests that do not include a signed authorization memorandum cannot be processed.

What is the cost of this request?

This request type is provided to all human resources, information technology, and labor and employee relations areas at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

NOTE: In the event initial processing and fulfillment of an individual request needs to be expedited, the requestor is responsible for communicating details regarding urgency and impact, and specifics regarding desired timing of activities.

When will my request be fulfilled?

This request type is typically fulfilled within a one (1) business day period, with most being fulfilled within the three (3) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, and staff.

NOTE: In the event initial processing and fulfillment of an individual request needs to be expedited, the requestor is responsible for communicating details regarding urgency and impact, and specifics regarding desired timing of activities.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Staff Separation > Provide required information > Request.

Who can submit a request?

University staff selecting this request type shall have an appropriate University-defined cybersecurity or information technology-focused job description (i.e. position classification). For more information about UNM's Job Descriptions, please reference the UNM Human Resources Position Classification Description Listing website for more information.

Cybersecurity Roles

Information Security Officers

• University Information Security & Privacy Officer (Info Security Ofcr)
• Information Security Officer (Info Security Ofcr)

Cybersecurity Engineers

• Cybersecurity Engineer I-III (Cybersecurity Engineer 1-3)

IT Roles

IT Directors and Associate IT Directors

• Director of Core Information Technology Services (Dir,Core IT Svcs)
• Director of Information Technology Service (Dir,IT Svcs)
• Associate Director of Core Information Technology Services (Assoc Dir,Core IT Svcs)
• Associate Director of Information Technology Services (Assoc Dir,IT Svcs)

IT Managers

• Manager of Core Information Technology Services (Mgr,Core IT Svcs)
• Manager of Information Technology Services (Mgr,IT Svcs)

IT Officers

• IT Officer (IT Officer)

IT Project Managers

• IT Project Manager I-III (IT Project Mgr 1-3)

IT Specialists, IT Analysts, and IT Technicians

• Senior Core Information Technology Services Specialist (Sr Core IT Svcs Splst)
• Core Information Technology Services Specialist (Core IT Svcs Splst)
• Programmer Analyst I-III (Programmer Analyst 1-3)
• Systems/Network Analyst I-III (Systems/Network Analyst 1-3)
• Technical Analyst I-III (Technical Analyst 1-3)
• Information Technology Support Technician I-III (IT Support Tech 1-3)

*Eligibility applicable only to UNM IT's Applications department.

Requests submitted by UNM staff who are not directly assigned to a department or area listed above cannot be processed.

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise overview of their requirements including all in-scope networks and/or subnetworks in the description of their request.

Requests that are overly broad or that lack specificity cannot be processed. Any vulnerability assessment requests for an area that the requestor is not responsible for or a part of cannot be processed and will be cancelled.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a ten (10) business day period beginning with a mutually determined assessment window, with most being fulfilled within the twenty (20) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Technology Services > Cybersecurity Services > Vulnerability Assessment > Provide required information > Request.

Who can submit a request?

This request type is available to all University account users (i.e. NetID users).

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise question in the description of the request.

Requests that are overly broad or that lack specificity cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a seven (7) business day period, with most being fulfilled within the ten (10) business day period specified in the Service-Level Agreement (SLA) for this request type.

Requests are prioritized based on resource availability including, but not limited to, hardware, software, and staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Request for Privacy, Compliance, and Risk Information > Provide required information > Request

Who can submit a request?

This request type is available to all University account users (i.e. NetID users).

NOTE: Faculty and administrative staff in need of assistance with this request type are encouraged to contact their area's designated IT Officer or Liaison.

What information is required to submit a request?

Requestors shall provide a clear and concise overview of their requirements in the description of the request.

Requests that are overly broad or that lack specificity cannot be processed.

What is the cost of this request?

This request type is provided to all IT support units at no-cost.

Requests that deviate from the standard offering are evaluated on a case-by-case basis and may result in a fee in scenarios where additional resources including, but not limited to, hardware, software, staff time, or other materials are required to support such requests.

Where can I submit this request?

All requests submitted to the University's Information Security & Privacy Office (ISPO) shall be submitted by University-defined Information Technology staff in ServiceNow Customer Portal to ensure that each request is opened, tracked, and processed in a timely manner.

Requests submitted outside of the ServiceNow Customer Portal portal cannot be processed.

When can I submit this request?

Requests may be submitted at any time.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be processed?

Requests that include all minimum-required information at the time of submission, are processed during standard business hours (i.e. 08:00 to 17:00 Mountain Time), Monday through Friday, excluding weekends and holidays.

Requests that are submitted after hours, including nights, weekends, and holidays will be processed the next business day during standard business hours.

When will my request be fulfilled?

This request type is typically fulfilled within a ten (10) business day period, with most being fulfilled within the fifteen (15) business day period specified in the Service-Level Agreement for this request type.

Requests are prioritized and fulfilled based on resource availability including, but not limited to, hardware, software, staff, and cannot be expedited.

How can I submit this request?

Requests shall be submitted in ServiceNow Customer Portal.

Navigate to ServiceNow Customer Portal > Cybersecurity Services > Privacy, Compliance, and Risk Consulting > Provide required information > Request