Central Service Delivery Review May 2006 Dave Rowen SDM

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Central Service Delivery Review May 2006Dave
Rowen - SDM
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Central Service Delivery KPI Summary May 2006
Notes Service Desk logged calls down by approx
15 on Same Period Last Year
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Central Service Delivery KPI Summary May 2006
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Central Service Delivery KPI Summary - May 2006
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Central Service Delivery - May 2006
Issues and outages Network no issues Wireless
no significant outages. Library no issues
Active IS Projects Prime Deliverables
Date Status XP Rollout Phase 2 Steve
Christopher All staff up to XP Jul 06 Green -
Block upgrades of non corporate systems users
being planned. - corporate systems users can
only be upgraded after systems have been tested
under XP. Helpdesk software review/
replacement Dave Gratton All IS Mar 06 Amber
- see risks/issues/action plans below. Change
Management Improvement Dave Rowen Improved
process Aug 06 Amber (for SDMs)
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Central Service Delivery - May 2006
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Central Service Delivery - May 2006

• IS Accomplishment
• New wireless hotspots in Mercantile, Nuffield
  Centre, Nuffield Sports, Student Union, Richmond
  and Burnaby.
• Extended Service Desk (2nd level support) ready
  for implementation 1st June.
• Wireless nominated for Wireless BB Innovation
  Award 1 of 4 finalists internationally.

Risks / Issues Action Plans Helpdesk System
software Touchpaper representative to contact
Dave Gratton with Companies that use its software
in a similar environment. There are currently 2
contacts being sought one being an educational
establishment. Possibility to extend to software
for logging of all changes as part of overall
improved change management/control.

• Future Planned Work and Exposure to Risks
• Frewen Library extension checkpoint with Ian
  Bonar 2nd half June ref equipment for new open
  access area.
• Service Management package for student broadband
  in halls will be developed during June (Paul
  Martin) and ResNet Service Advisor (buddies)
  plan will be prepared.
• Wireless switch firmware updates due end
  June/early July. Some disruption will occur over
  about half a day.

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Central Service Delivery- May 2006

• Customer activities and key dates
• Finance
• Installing a standalone application for Fixed
  Asset Management (XPD).
• Preferred time for maintenance window is mid
  July (definitely not 4th Aug) due to financial
  year end.
• Marketing
• New PC and Maximiser software installed new
  Purple Door Recruitment Mgr (student job
  placement).
• Registry
• - 4th August still proposed for their maintenance
  window.

Customer Accomplishments - Good support from
Payroll (Cheryll Ray, Jo Mcguigan, Andy Redmond)
and from Personnel (Fran Tandy, Marianne Phiri
and Jeannette May) for process mapping .
Customer and Business Concerns/Status/Accomplishme
nts - Print and Photographic requirement for
off-site backup of design studio WIP (30gb).
Julian to provide ?
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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