Central Service Delivery Review June 2006 Dave Rowen SDM

1
Central Service Delivery Review June 2006Dave
Rowen - SDM
2
Central Service Delivery KPI Summary June 2006
Notes
3
Central Service Delivery KPI Summary June 2006
4
Central Service Delivery KPI Summary - June 2006
5
Central Service Delivery - June 2006
Issues and outages Network no issues Wireless
no significant outages. Library no
issues Security Network Malware incidents
occurred on 6th and 13th June. Initially
W32/MyTob.AC_at_mm (fortinet) and then W/32Poebot-K.
Microsoft patches applied. 25 and 42 PCs logged,
quarantined and rebuilt respectively.
Active IS Projects Prime Deliverables
Date Status Helpdesk software review/
replacement Dave Gratton All IS on-going Amber
- see risks/issues/action plans below. Change
Management Improvement Dave Rowen Improved
process Aug 06 Amber (for SDMs)
6
Central Service Delivery - June 2006
7
Central Service Delivery - June 2006

• IS Accomplishment
• New wireless hotspots in Eldon, JWH Burnaby.
• Extended Service Desk (2nd level support)
  successfully implemented 1st June.

Risks / Issues Action Plans Helpdesk System
software Touchpaper visit on 20th June. The
software can do everything we want as in ITIL
compatible but we have to decide on what
problem(s) we are trying to solve. Will still
require significant investment and implementation
effort on our part.

• Future Planned Work and Exposure to Risks
• Frewen Library extension Ian Bonar and staff
  now assessing PC requirements and compatibility
  with the desks that they are planning to
  order.
• Preparation of Service Management package for
  student broadband in halls is in development
  between Paul Martin and Dave Early. ResNet
  Service Advisors plan being prepared with support
  from Lorraine Green to include drafting of a
  contract. Meeting with Clare Clayton to be
  arranged.
• Wireless switch firmware updates due early
  July. Some disruption will occur over about half
  a day.

8
Central Service Delivery- June 2006

• Customer activities and key dates
• Finance
• Maintenance window is mid July due to financial
  year end.
• Print and Photographic
• second meeting with Canon held. We are providing
  them with information about our printing
  environment so that they can plan an audit to
  run for 45 days in September/October as a
  pre-requisite for building a business case for
  deployment of their Uniflow software.
• Registry
• - Maintenance window is 4th August. Requirements
  for support of Clearing now known.

Customer Accomplishments - The University's
collaborative bid with King's College London to
establish a Dental Outreach Centre in Portsmouth
has been shortlisted by HEFCE. We will be working
over the summer to prepare the full stage 2 bid.
The University is also a partner in a King's led
bid to develop e-learning for dentists and
professionals complementary to dentistry. This
bid is expected to be submitted by end July. Both
could have IT implications.
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.
9
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
10
Corporate / Lan Systems Legend
Complete
11
Corporate / Lan Systems Legend
Complete
12
(No Transcript)