Central Service Delivery Review July 2006 Dave Rowen SDM

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Central Service Delivery Review July 2006Dave
Rowen - SDM
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Central Service Delivery KPI Summary June 2006
Central Service Delivery KPI Summary July 2006
Notes Student account login problems from 19th
to 31st July caused by incorrect account
creation. USG process now changed when students
move from one department to another.
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Central Service Delivery KPI Summary July 2006
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Central Service Delivery KPI Summary - July 2006
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Central Service Delivery - July 2006
Issues and outages Network no issues Wireless
no significant outages. 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 Change
Management Improvement Dave Rowen Implemented
Change Aug 06 Green (for SDMs) Mgmt Process
using interim Bugzilla solution Relaunch
of Connect UP Matthew Green Reopening in
September Sept 06 Green Service Desk Study Dave
Rowen Restructured Service Oct 06 Amber Desk
with new Service Description
documentation (incorporates Service Desk
SW investigations)
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Central Service Delivery - July 2006
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Central Service Delivery July 2006
IS Accomplishment - ResNet service on track for
technical implementation 4th September. Dialogue
in progress with personnel about job spec for
ResNet Service Advisors recruitment of whom will
start at enrollment time.
Risks / Issues Action Plans - Some concerns
over 2nd level support staffing levels and skills
versus the increased workload since the 1st June
re- organisation.
Future Planned Work and Exposure to Risks n/a
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Central Service Delivery- July 2006

• Customer activities and key dates
• Registry
• Requirements for support of Clearing known and
  service desk team ready to support starting 13th
  August.
• Requirements for Enrollment in hand and
  preparations being made to start support in last
  week of September

Customer Accomplishments - No problems with year
end financial close
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.
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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