Central Service Delivery Review December 2006 Dave Rowen SDM

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Central Service Delivery Review December
2006Dave Rowen - SDM
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Central Service Delivery KPI Summary June 2006
Central Service Delivery KPI Summary December
2006
Notes Drop in first call resolution is due to
more jobs being passed to Desktop team
particularly NAL association.
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Central Service Delivery KPI Summary December
2006
Notes
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Central Service Delivery KPI Summary December
2006
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Central Service Delivery Mobile Computing
Service Group - December 2006
Wireless Service
ResNet Service
Monthly total for all Wireless RADIUS
Authentication Re-authentication requests,
including when roaming.
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Central Service Delivery December 2006

• Support Enquiries
• Wireless/Resnet
• Anti Virus
• Hardware
• Other
• resolved

• Support Enquiries
• Wireless/Resnet 78
• Anti Virus 9
• Hardware 5
• Other 38
• resolved 95

• Sales
• Novatech have served notice of termination of
  contract.
• It became clear that they were not generating
  enough profit to sustain the venture with Connect
  UP. Sales were poor in December, as was the
  effort on the part of Novatech to promote
  themselves.

• Comments/Notes
• Decision taken to close out of term time due to
  poor numbers during these periods
• Exploring options following the exit of Novatech

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Central Service Delivery December 2006

• Achievements
• Meetings with Directorate, Finance,Planning and
  Registry to start population of Planning of the
  IS Calendar with main university events.
• Attendance at UCISA ITIL Forum in London 12th
  December.
• Small working group created to investigate pros
  and cons of current Admin Rights policy and what
  can be done to make more flexible without
  losing control or exposing the university to
  undue risk. Conclusions and recommendations
  will be presented to management team in January.
• Initial discussions with PCIDeals (Southsea) to
  fill the vacuum that will be left by Novatech
  withdrawing from Connect UP.

• Forthcoming Work
• Mark Civil to take over the Managed Service for
  desktops early in the new year as soon as cost
  codes sorted out post XP project. Meeting held
  with James King as first stage of handover.
• Remaining XP upgrades (lt 50) will now be
  completed by Service Desk staff.
• Full review of objectives and future of Connect
  UP following Novatech withdrawal. Support to
  students has been very sucessfull but future of
  retail sales and whom we partner with needs
  careful consideration.

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Central Service Delivery December 2006
Customer Requests and Projects
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Central Service Delivery December 2006
Customer Requests and Projects
IS Requests and Projects
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Central Service Delivery - December 2006

• Customer Feedback
• Accomplishments
• Move of Marketing from Guildhall Walk to
  Hampshire Terrace 16th and 17th December.
• Compel Replacement project presented to
  Directorate 4th December and approval given
  to continue with plans for a new integrated
  Personnel/Payroll system.
• 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.
• Issues and Concerns
• Some concerns expressed by faculty
  representatives (particularly Science) about some
  aspects of Service Desk performance e.g.
  jobs not being logged, turnaround times for jobs
  passed on for 2nd level support,
  problems/issues not be resolved/closed. On-going
  monitoring

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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