Central Service Delivery Review October 2006 Dave Rowen SDM

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Central Service Delivery Review October
2006Dave Rowen - SDM
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Central Service Delivery KPI Summary June 2006
Central Service Delivery KPI Summary October
2006
Notes Figures reflect what is to be expected in
first month of a new academic year but with
significant call volumes relating to new Resnet
service.
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Central Service Delivery KPI Summary October
2006
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Central Service Delivery KPI Summary October
2006
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Central Service Delivery October 2006
Issues and outages Network - no
issues Wireless - no issues Library - no
issues Security - no issues
Active IS Projects Prime Deliverables
Date Status Purchasing Procedures Dave
Rowen Documented processes Oct 06 Amber for
different product ordering streams ITIL
Service Management Dave Rowen Incident
Management on-going Amber Implementation Change
Management Problem Management Configuratio
n Management. An outline programme for
2007 implementation will be prepared by
year-end. Service Desk Software Dave
Gratton Additional modules for House tbd Red (webs
erver, LDAP interface on the Hill have been
purchased. To edirectory, call escalation) Depen
dency on USG to create a virtual server. Dave
G can do a stand alone test on a spare
server we have on Hampshire Terrace.
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Central Service Delivery October 2006
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Central Service Delivery October 2006

• IS Accomplishment
• Continuing strong sales of Novatech laptops to
  students from Connect Up coupled with huge demand
  for support particularly for wireless
  connectivity.
• Resnet service launched on 4th September ready
  for registration and start of new academic year.
  Posters and flyers printed and distributed.
  Website completely revamped. By 30th September
  over 1000 students had already registered for
  the service. Materials included in student
  startup pack. Very successful first day of
  parents weekend.
• COMPEL PID reviewed with customers 10th October
  and sign-off issues now resolved. Cost case
  comparisons done or 3 of the 4 viable options
• 4 more IP phones now installed (6 in total) for
  Service Desk agents and very well received.
• Visit made to University of Southampton on 4th
  October to learn about their ITIL implementation.

Risks / Issues Action Plans - Ongoing concerns
about call/job volumes versus resources. Some low
level complaints about Service Desk job
turnaround times. Continuing to monitor.

• Future Planned Work and Exposure to Risks
• Work has started on revamp of Service Desk job
  descriptions and HERA analysis for grades 4, 5, 6
  and 7. All documentation for 6 and 7 submitted
  to Personnel. Plan to complete all by year end
  2006.
• Second stage of COMPEL Replacement project
  started. This is detailed business and systems
  requirements definition in order to be ready
  for tender February 2007. Risk on availability of
  both IS and business resources to get the work
  done on time.
• Funding agreed for further 47 wireless access
  points across multiple buildings. Partially
  funded by Library and Expert Centre.

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Central Service Delivery - October 2006

• Customer activities and key dates
• Registry
• Still awaiting new academic year events calendar
  from Registry in order to populate IS calendar.-
  Meeting with Andy Rees 20th October to look at
  student accounts process. Proposal made to issue
  accounts post confirmation and
  pre-registration for all students including
  registered only. Response awaited from Andy.

• Customer Accomplishments
• n/a

Customer and Business Concerns/Status/Accomplishme
nts Library - Delivery of PCs and screens for
library extension must be precise. Currently
morning of 64h December.
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Status Legend
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
Improving but not yet reaching target Not yet
reaching target Worsening and not reaching
target
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Corporate / Lan Systems Legend
Complete
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Corporate / Lan Systems Legend
Complete