Information Services Group Information Session

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Information ServicesGroup Information Session

• Andrew Minter22nd May 2006

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New Appointments

• Nigel Jeffries
• IS Security
• David Rowen
• Service Delivery to Central Departments
• Service Desk (extended Help Desk)

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Recent Feedback

• Richard Hastilow Chair, Estates and IT Ctte
• Chileya Kasuba President, UPSU
• Rebecca Bunting PVC
• Ian Bonar Librarian
• Ann Ridley Dean, PBS
• Bill Brierley Head of SLAS

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IS Priority Status May 2006
Summary by Priority March 2006
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IS Priorities 2006/2007

• Laptop scheme
• Blended learning
• Open Access
• Free broadband in halls

Student Access

• Student records (Jupiter)
• Personnel and payroll process
• Campus cards

MIS

• Desktop PC leasing scheme
• IS customer website

Customer Enablement

• Change planning, control and review
• Project planning and programme management

Process

• Developing the team
• Basic IT training (staff and Foundation students)

People
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University Financial Status

• 3.4m University surplus in 04/05
• Deficit expected this year
• HERA, international students
• Worse in 06/07
• Student recruitment down, pay offer
• Slightly improved in 07/08
• Break even by 08/09

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IS Budget

• Internal IS budget
• Break even after recruiting 14 more staff in
  05/06
• 2 deficit in 06/07
• University IT capital budget
• 3m extra allocation over next 5 years

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Organisational Changes

• Service Desk effective from 1st June
• Desktop Team effective from 19th June
• Faculty reshuffle effective from 1st August
• Broadband support effective from 1st June

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Who? What? When? Where?

• Space is not yet completely resolved!
• Finish what youve started
• Especially Windows XP and Connect UP!
• Talk to your line manager!

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IS Service Desk Evolution

• Dave Rowen

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Central Service Delivery - Profile

• Call / Job Statistics
• Total Telephone Calls processed by virtual help
  desk 18980.Jobs Completed
• by all IS Teams 14552.
• of which completed by service delivery teams
  8009.
• of which completed by Virtual Help Desk 3389.
• Services supported
• Windows 2000 and XP
• Core SW MS Office, Groupwise, Browsers etc.
• Corporate SW Jupiter, CMIS, HEMIS, Oracle
  Client and Discoverer.
• Operating System (limited repair or re-imaging).
• Apple Macintosh
• Core applications.
• Operating system.
• Netware Client
• Application Launcher.
• Client Upgrades.
• Login Problems.

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Central Service Delivery from 1st June
Central Service Delivery Manager Dave Rowen
Service Desk Manager Dave Gratton

Mobile and Wireless Computing . Robert Cox Paul
Martin
Core Service Desk Team Ben Bale Alex
Packer Markus Richard Steve Smith
Campus On-site Support Stephen Christopher Gerry
Reilly
Buddies For Student Halls Support
Paul Brookes Richard Heiron Geoff Pollard Mac
Specialist (New Hire) Trainee
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Central Service Delivery Service Desk Role
Structure

Potential Grade 4 to 7 progression
Service Desk Officers
May 2006
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Desktop Team

• Julian Lintell-Smith

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Desktop Team

• What?
• Owns everything IS puts on our customers MS
  Windows PCs, including software applications,
  security patching and antivirus software.
• Owns the process of getting it there, currently
  using Novells ZenWorks Suite
• Develops a supported hardware list for PCs,
  laptops and printers etc.
• Manages software licences
• R D - Being ahead of the game
• Working closely with Service Delivery Teams

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Desktop Team

• Future possibilities
• Linux desktop starting with a limited pilot
• Apple Macs
• Handheld devices looking at integration and
  supported models.

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Desktop Team

• Who?
• Steve Broadbent Team Leader
• Michael Reid
• Chris Beakes
• Paul Bundey
• Phil Davies
• Mary Withers

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University Systems Group from 19th June
Julian Lintell-Smith Snr Manager
Maintenance (Selection Services)
John Moss Trevor Lainson Engineers
Martin McNaught Assistant Manager (Deputy)
IS Security
Systems
Nigel Jefferies
Jacki Dwyer Mike Meredith Paul Sims Peter
Westron Trainee
Desktop Team
LAN
Phil Brown Phil Burland June Colton Jackie
Storey Martin Sutherland Trainee
Steve Broadbent Team Leader
Chris Beakes Paul Bundey Phil Davies Mike
Reid Mary Withers
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Service Delivery
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Service Delivery Mission

• Listen to customers, anticipate their needs, and
  ensure that cost-effective, high quality
  solutions are available. Build a highly skilled
  and dedicated team to offer the highest level of
  support possible. Work across IS to enact
  solutions and ensure successful delivery in a
  timely fashion to meet customer needs.

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Service Delivery Focus

• Supporting our students
• Engagement between IS and Faculty
• Deployment of new solutions
• Delivery of Faculty-specific solutions
• Management of IS service quality
• Escalation point for Faculty staff
• Purchase and deployment of new equipment

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Service Delivery
Brian Greenwood Service Delivery Mgr Humanities
Dorothy Corrick Service Delivery Mgr Science
Ed Kopinski Service Delivery Mgr Creative
Cultural Industries
Barrie Miles Service Delivery Mgr PBS
Stuart Graves Service Delivery Mgr Technology
Dave Rowen Service Delivery Mgr Central Depts
Stephen Bellinger John Cunningham Paulo
Saldanha Trainee
Martin Gillingham James King Barry Millin Alan
Palmer 2 x Trainees
Mark Drew Robin Richards Trainee
Les Black
Robert Cox Manager
Dave Gratton Manager
Service Desk
Mobile Wireless Computing
Craig Browning John Drury Marc Ezekiel Eileen
Granfield Teresa Ford Natalie Kalus John
Randall part-time, term time only
Ben Bale Paul Brookes Stephen Christopher Mark
Civil Richard Heiron Alex Packer Geoff
Pollard Gerry Reilly Markus Richard Steve
Smith Vacancy Trainee
Paul Martin
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IS Away Day26th June
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Thank you!