Information Services Operations Report

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Information ServicesOperations Report

• March 2007

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Report Structure

• Summary reports by
• Priority
• Faculty
• Key Performance Indicator
• Service Desk
• Status Legend
• Specific reports for
• Central Services
• Portsmouth Business School
• Creative and Cultural Industries
• Faculty of Humanities
• Faculty of Science
• Faculty of Technology

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Information Services Operations Report
SummaryMarch 2007
4
Summary by Faculty March 2007
5
Summary by KPI March 2007
6
Central Service Delivery KPI Summary June 2006
Central Service Delivery KPI Summary March 2007
Notes
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Central Service Delivery KPI Summary March 2007
8
Central Service Delivery KPI Summary March 2007
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Central Service Delivery KPI Summary March 2007
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Central Service Delivery KPI Summary March 2007
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Corporate / Lan Systems Legend
Complete
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Corporate / Lan Systems Legend
Complete
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Status Legend
(cut/paste appropriate button for each update)
Complete
Improving but not yet reaching target Not yet
reaching target Worsening and not reaching
target
Improving but seriously behind
target Seriously behind target Worsening and
seriously behind target
Improving and consistent with target On
target Worsening but consistent with target
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Central Service Delivery KPI Summary March 2007
Notes
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Central Service Delivery KPI Summary March 2007
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Central Service Delivery KPI Summary March 2007
Outages
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Central Service Delivery March 2007

• Support Enquiries
• Wireless/Resnet 174
• Anti Virus 22
• Hardware 27
• Other 100
• resolved 98

• Sales
• PCIdeals moved in at the beginning of March.
  Sales have been slow as expected given the time
  of year. A marketing push is underway to announce
  their arrival.

• Comments/Notes
• Increasing amount of enquiries regarding wireless
  connectivity using Vista 31 this month

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Central Service Delivery Mobile Computing
Service Group - March 2007
Wireless Service
ResNet Halls Phone Services
Monthly total for all Wireless RADIUS
Authentication Re-authentication requests,
including when roaming.
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Central Service Delivery March 2007

• Achievements
• PCideals are now in Connect UP. The display
  cabinets have been stocked and there is a member
  of their staff on-site during normal opening
  hours.
• Second group of ten managers and senior staff
  have attended ITIL Foundation Course at Caramba
  Training, Lee on Solent. Initial thoughts for
  next steps of an ITIL implementation programme
  have been discussed. Detailed plans to be
  developed.
• Network monitoring tool installed for service
  desk manager.
• HERA analysis, job descriptions and person specs
  for all grade 4 thru 7 service desk staff
  completed and approved.

• Forthcoming Work
• Communication plan for SAN migration to be
  prepared.
• Change Management process to be handed over to
  newly appointed Change Manager.

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Central Service Delivery March 2007
Customer Requests and Projects
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Central Service Delivery March 2007
IS Requests and Projects
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Central Service Delivery March 2007

• Customer Feedback
• Accomplishments
• Pre-qualification document for COMPEL
  replacement sent out. Most responses in and
  being analysed ahead of next project board on
  25th April.
• University Key Business Events calendar now
  implemented.
• Activities and Plans
• Andy Rees has committed to lead a mini project
  to examine and define processes for registration
  of different groups of students in order to
  identify when IS should open and activate student
  accounts. Limited activity in January.
• Registry have taken delivery of a number of PCs
  in order to start preparation and setup for
  this years Graduation week.
• Issues and Concerns
• Meeting with Head Librarian and staff has
  highlighted some environmental concerns from
  the SDAs and some ongoing issues with student
  behaviour in the Open Access Area.
• DCQE have reported a drop of in take-up of
  places for staff development events since we
  started to advertise these in weekly consolidated
  all-staff bulletins.

23
PBS Service Delivery Review March 2007Barrie
Miles - SDM
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PBS Service Delivery KPI Summary March 2007
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PBS Service Delivery March 2007

• Achievements
• Designed, built published PBS course feedback
  survey.
• First meeting of video streaming group.
• Fixed colour printer Pay station in University
  Library.

Forthcoming Work Continuing process of seconding
faculty technicians to IS. Development of video
streaming across University. Deploy 14 new Mac
books to students on Digital Media Marketing
course.
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PBS Service Delivery March 2007
Customer Requests and Projects
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(No Transcript)
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PBS Service Delivery- March 2007

• Customer Feedback
• Accomplishments
• AMBA accreditation self-audit document
  published.
• IGNobel circus rolls into town Over 200
  people attended a presentation by Mark Abrahams
  Creator of the prestigious IGNobel prize.
• Activities and Plans
• Faculty considering redesigning student
  facilities on first floor of Richmond to create
  social learning space.
• Issues and Concerns
• None raised.

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Creative and Cultural Industries Faculty Service
Delivery Review March 2007Ed Kopinski - SDM
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CCI Faculty Service Delivery KPI Summary March
2007
The RAG status must reflect the actual status as
per KPI descriptor
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CCI Faculty Service Delivery March 2007

• Achievements
• Re-build of motion capture hardware completed
• Supplemental student printing resources to be
  installed on floor 4 of Mercantile House
  utilising present resources
• Development of Quicktime streaming and podcasts
  with academic staff from CT
• Involvement of ADM technical staff in weekly team
  meetings
• Continued maintenance of lab resources in
  Mercantile in absence of departmental technician
  with assistance of student helpers funded by CT
• Team developing XML skills

• Forthcoming Work
• Plans for flexible teaching areas in
  Mercantile House on hold, as faculty
  investigating other initiatives to
• accommodate teaching resourcesvia.
• Refurbishment of video cameras required
  over Easter break
• Mercantile labs being used to investigate
  automatic shutdown process for PCs

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Customer Requests and Projects
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Customer Requests and Projects (continued)
IS Requests and Projects
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CCI Faculty Service Delivery- March 2007

• Customer Feedback
• Accomplishments
• CT staff member successful in obtaining 35,000
  Euros from Community Stream to generate stories
  on community engagement.
• CT students have featured well in Stage 1
  Enterprise Awards 2007
• Gary Bown, Nipan Manir and Charlie Watts have
  obtained funding to investigate live podcasting,
  video streaming and live broadcasting.
• Activities and Plans
• CT to produce 90 minute documentary on the slave
  trade.
• Changes to the Mercantile teaching labs still to
  be resolved.
• Future collaboration associated with Virtual
  Reality being discussed with Shanghai University.
• Portsmouth City Soundscape project in Spinnaker
  Tower on 8th June, as part of CCI Gun Wharf
  event.
• TARDIS soon to rejoin CT.
• Issues and Concerns
• Specialist support resources continue to be
  stretched over next couple of months due to leave
  of absence of departmental technical support
  staff.
• Reorganisation of teaching resources may delay
  Mercantile refurbishment.

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Humanities Faculty Service Delivery Review March
2007Brian Greenwood - SDM
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Humanities Faculty Service Delivery KPI Summary
March 2007
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Humanities Faculty Service Delivery March 2007

• Achievements
• - Arrangements made to investigate extending the
  wireless installation in St Georges Building to
  teaching rooms in the basement and first floor
  levels.
• - Orders placed for 11 PCs and 3 laptops through
  Managed service.
• - All W2K residual logins removed.
• The seconded technicians from SECS have decided
  to join IS permanently from 1st August 2007.
• - Meeting held with DCQE technicians to finalise
  their role in St Georges.
• IT User Group meetings held in SLAS and ICJS.
  Capital purchases and technician support amongst
  the items.
• - ServiceDesk outstanding job levels now very
  low.

• Forthcoming Work
• -The upgrade of office computing facilities at
  SIGMA Research in London will commence when the
  ordered server is delivered.
• - The Journalism course leader has prepared a
  paper on the second stage of the Newsroom
  development and this will form the basis of
  preparations for the next academic year. It is
  likely (depending on funding) that there will be
  a second student computer room with extended
  software licences, advanced copyflow arrangements
  and some additional equipment. Additional
  technical support may be needed.
• A review is to take place of Humanities schools
  computer requirements in the light of the new
  Library facilities and the planned Open Access
  consolidation next year around Frewen, Park and
  Portland.
• Review of Access databases in the faculty to
  take place in relation to the future
  implementation of Office 2007.
• - Consideration of remote usage by students of
  the Melissi language facilities and the addition
  of more language software applications.

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Humanities Faculty Service Delivery March 2007
Customer Requests and Projects
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Humanities Faculty Service Delivery - March 2007

• Customer Feedback
• The school IT user groups, after a specific
  issue occurred, have requested a procedure for
  identifying to IS service, their specific support
  needs, and for IS to consider the level it can
  provide (or not) and who would provide it.
• Accomplishments
• The two seconded SECS technicians will join IS
  permanently from 1st August 2007.
• Activities and Plans
• The opening ceremony for the Journalism
  Newsroom in Milldam took place on March 28th and
  was a cheerful and successful event. The
  gathering was addressed by Charles Wilson, former
  Editor of the Times newspaper. A meeting was held
  afterwards with the NCTJ (Training of
  Journalists) Secretary to discuss the
  requirements for full NCTJ accreditation for the
  University course
• The faculty L T committee discussed support
  for e-Learning and WebCT across the schools, and
  the use of the 2-year allocation of University
  funding (50K) for this. It also featured an
  interesting report on the destination of leavers
  and the concern that our unemployment level for
  leavers is above the national average.
• Discussion of plans and activities for the
  switch to Blackboard Victory (WebCT Vista) and
  feedback from an on-line (distance learning)
  students questionnaire took place in the ICJS IT
  User Group.
• The Deputy Academic Registrar gave a
  presentation on Admissions Developments to 2010.
• Issues and Concerns
• Still some activity to replace poorly
  performing PCs and laptops.
• Some student account creation problems for
  short term students in Jupiter (late
  applications).

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Science Faculty Service Delivery Review March
2007Dorothy Corrick - SDM
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Science Faculty Service Delivery KPI Summary
March 2007
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Science Faculty Service Delivery March 2007

• Achievements
• Windows 2003 server set up for Expert Centre
• SPCD risk assessment report delivered to
  Dentistry

• Forthcoming Work
• Dentistry (SPCD) investigating long term
  printing problem with SOE
• Investigate the migration of SEES and Geog
  software licensing from Sibelius tp Moscow-Blue
  (centralised license server)
• Expert Centre - setup of Win2003 server
• Customer requests and projects
• Refurbishment of King Henry building

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Science Faculty Service Delivery March 2007
Customer Requests and Projects
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Customer Requests and Projects (continued)
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Central Service Delivery March 2007
Team participation in IS Priority Projects
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Science Faculty Service Delivery- March 2007

• Customer Feedback
• Accomplishments
• Official opening of Spinnaker Building on 8th
  March
• 6th form conference being hosted in March by
  School of Earth and Environmental Studies
• Dr Anastasia Callaghan, from Biological
  Sciences, won the bronze award at the Set for
  Britain event - an annual gathering of MPs and
  researchers which honours Britain's future
  scientific and technological leaders for her
  anti-bacterial research
• Activities and Plans
• Expert centre Research Seminar
• Thursday 19th  April MsC. Sports Performance
  Flexible Delivery Colin White, Portsmouth
  School of Sport and Exercise Science
• Setup of a video conferencing working party by
  the Science IT commitee
• Issues and Concerns
• Lack of space on the L drive, affecting
  critial departmental functions
• Elevated rights required for key
  researchers/academics and some technical staff

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Faculty of Technology Service Delivery Review
March 2007Stuart Graves - Service Delivery
Manager
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Faculty of Technology Service Delivery KPI
Summary March 2007
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Faculty of Technology Service Delivery - March
2007

• Achievements
• Investigation into offsite Civil Engineerings
  Lab completed, orders being processed.
• ECE instigate 3 year plan to move all academic
  staff over to Managed Scheme laptops, the first
  eight are on order.
• Eight standalone printers installed in EDAM
  offices. Network printer solution not viable.
• Managed Service hardware installed in ECE and MDE.

• Forthcoming Work
• Complete installation of a wireless network for
  off-site Civil Engineering staff at the
  Petersfield Sewage Treatment works.
• IS Technology Service Delivery in the process of
  carrying out an audit of all Faculty and IS
  managed servers.
• Faculty and IS in discussion regarding a new
  procedure for the disposal of redundant IT
  equipment. The Faculty have now agreed a draft
  Policy which is awaiting discussion.
• Large Format Printing service to test printing
  roller banners for IS and CCEPD.
• Old Anglesea IS Site office to be cleared out and
  handed back to the Faculty during Easter.
• Forensic IT Lab move and extension planned for
  August. Discussions have already begun.

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Faculty of Technology Service Delivery March
2007
Customer Requests and Projects
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Faculty of Technology Service Delivery - March
2007
Customer Feedback No news is good
news. Accomplishments The Dean has purchased
wireless enabled PDA phones for HoDs and
Managers. School of Computing students have
showcased their innovative ideas at an event in
Liongate building on 28 March. School of
Computing have received funding for research in
to educational use of the virtual life game
Second Life and to investigate electronic
submission and marking of coursework Alexandra
Hemmingway, Careers Adviser, invited final year
mathematicians to a series of drop-in sessions
designed to provide advice on the next steps into
employment for Maths students. University
cosmologist, Bob Nichol, ages 50 years to star in
special edition BBC TV show. Activities and
Plans SoC and Maths moving out of Mercantile
completely and into Liongate. Victoria Edwards
has stepped down as HoD of EDAM. Andrew Packer
and Barbara Haward have been nominated as
Temporary Deputy Heads of Deparment. Prof. Ajit
Narayanan, HoD School of Computing has accepted a
new post in New Zealand Issues and Concerns Frank
Margrave reported that some of his students are
having problems accessing Netmail on Monday
mornings. Investigation in place by USG.