Central Service Delivery Review August 2006 Dave Rowen SDM

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Central Service Delivery Review August 2006Dave
Rowen - SDM
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Central Service Delivery KPI Summary June 2006
Central Service Delivery KPI Summary August 2006
Notes.
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Central Service Delivery KPI Summary August 2006
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Central Service Delivery KPI Summary - August2006
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Central Service Delivery August 2006
Issues and outages Network no issues Wireless
no significant outages. Library no
issues Security potential issue with old PCs
being disposed of outside UoP without having hard
drives fully wiped. Taken up with Tony Davis and
awaiting response.
Active IS Projects Prime Deliverables
Date Status Purchasing Procedures Dave
Rowen Documented processes Oct 06 Amber for
different product ordering streams Change
Management Improvement Dave Rowen Implemented
Change Aug 06 Amber (for SDMs) Mgmt Process
using interim Bugzilla solution Relaunch
of Connect UP Matthew Green Reopening in
September 4th Done Green Service Desk
Study Dave Rowen Restructured Service Oct
06 Green Desk with new Service Description
documentation (incorporates Service Desk
SW investigations)
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Central Service Delivery - August 2006
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Central Service Delivery August 2006

• IS Accomplishment
• Connect UP shop shutter installed and shop
  re-stocked by Novatech in time for 4th September
  re-opening.
• All IS paperwork completed and approvals given
  for transfer of Selection Services staff to
  permanent university staff.
• Communication in Business (CIB) Award nomination
  for final 4 best wireless implementation in UK.
• Resnet service deployed and website completely
  revamped.

Risks / Issues Action Plans - Some concerns
over 2nd level support staffing levels and skills
versus the increased workload since the 1st June
re- organisation. Meeting of all SDMs, Dave
Gratton and Steve Broadbent held 30th August to
review roles and responsibilities across teams.
Some adjustments to software but further work to
be done on staff/departmental moves.

• Future Planned Work and Exposure to Risks
• - COMPEL replacement project (PID) delayed by one
  week due to demand on UAG staff for support to XP
  corporate testing. PID still planned for end
  September availability.
• Two IP phones ordered for Service Desk trial
  during September/October. To be installed 8th
  September.
• 12th September planned for wireless IP address
  range change (to increase number of concurrent
  users).
• Mid September plan for complete wireless
  firmware upgrade which will cause some service
  disruption.

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Central Service Delivery- August 2006

• Customer activities and key dates
• Registry
• Requirements for Enrollment in hand and
  preparations being made to start support in last
  week of September

• Customer Accomplishments
• No problems with year end financial close.
• Clearing all went well.

Customer and Business Concerns/Status/Accomplishme
nts - Print and Photographic requirement for
off-site backup of design studio WIP (30gb). VBAK
does not support MACs so Legato is being
investigated.
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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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Corporate / Lan Systems Legend
Complete
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Corporate / Lan Systems Legend
Complete