Information Services Operations Report

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Information ServicesOperations Report

• February 2007

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Report Structure

• Summary reports by
• Priority
• Faculty
• Key Performance Indicator
• Service Desk
• Status Legend
• Specific reports for
• Central Services
• Portsmouth Business School
• Creative and Cultural Industries
• Faculty of Humanities
• Faculty of Science
• Faculty of Technology

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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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Information Services Operations Report
SummaryFebruary 2007
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Summary by Faculty February 2007
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Summary by KPI February 2007
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Central Service Delivery KPI Summary June 2006
Central Service Delivery Service Desk Performance
February 2007
Notes
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Central Service Delivery KPI Summary February
2007
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Central Service Delivery KPI Summary February
2007
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Corporate / Lan Systems Legend
Complete
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Corporate / Lan Systems Legend
Complete
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Central Service Delivery KPI Summary February
2007
Outages
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Central Service Delivery February 2007

• Support Enquiries
• Wireless/Resnet 109
• Anti Virus 31
• Hardware 23
• Other 169
• resolved 99

• Sales
• Contract has been agreed and signed with
  PCIdeals. They move into Connect UP Monday 12th
  March.

• Comments/Notes
• A quiet month generally due to exams. Numbers
  increased towards the end of the month
• Enquiries are starting to increase with reference
  to Windows Vista and connecting to the wireless
  network.

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Central Service Delivery Mobile Computing
Service Group - February 2007
Wireless Service
ResNet Halls Phone Services
Monthly total for all Wireless RADIUS
Authentication Re-authentication requests,
including when roaming.
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Central Service Delivery February 2007

• Achievements
• Agreement with PCideals signed. They will start
  work in Connect UP 12th March.
• First group of ten managers and senior staff
  attended ITIL Foundation Course at Caramba
  Training, Lee on Solent.
• Managed Service process for Laptops handed over
  to Mark Civil.
• Visit to Imperial College, London 20th February
  to look at their ITIL implementation with
  specific focus on Configuration and Change
  Management and the Service Catalogue.
• Standardised HERA Analysis, Job Descriptions and
  Person Specs for Service Desk personnel grades
  4 through 7 reviewed and passed by the panel.

• Forthcoming Work
• Second group of ten managers and senior staff
  will attend ITIL Foundation Course 21st to 23rd
  March.
• Some actions to improve support fro the new
  library IT suite in progress i.e. investigation
  into auto power off (standby mode) of PCs at
  midnight and potential use of RSAs as emergency
  backup IT assistants.
• Upcoming discussion with Marketing about
  requirement for consolidation/rationalisation of
  databases.

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Central Service Delivery February 2007
Customer Requests and Projects
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Central Service Delivery February 2007
IS Requests and Projects
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Central Service Delivery February 2007

• Customer Feedback
• Accomplishments
• Significant customer activity during February to
  refine business requirements and to identify
  process improvements for the Personnel/Payroll
  replacement project.
• University events calendar created but agreement
  on content still awaited from Directorate.
• 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. Limited activity in January.
• Personnel are addressing COMPEL Replacement
  project resourcing issues that will arise
  around mid summer.
• Issues and Concerns
• Both Marketing and Campus Services have
  separately made requests for more L Drive space.
  but none available.
• Events calendar awaited from Finance.
• whilst first two months of the new IT suite in
  the library have been successful, some issues
  have been raised concerning coverage by IT
  assistants, PC power down, security etc. All are
  being investigated.

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PBS Service Delivery Review February 2007Barrie
Miles - SDM
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PBS Service Delivery KPI Summary February 2007
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PBS Service Delivery February 2007

• Achievements
• New photocopiers installed and setup for use on
  network.
• Planning permission for installation of satellite
  dished approved.
• Numerous new laptops rolled out as desktop
  replacements.
• Launch of PBS WebCT Template.
• Setup of mini project to develop video streaming
  service across the University.

Forthcoming Work Continuing process of seconding
faculty technicians to IS. Development of video
streaming across University.
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PBS Service Delivery February 2007
Customer Requests and Projects
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PBS Service Delivery- February 2007

• Customer Feedback
• Accomplishments
• The department of Accounting and Law had the
  Single Honours Law programme successfully
  validated.
• The Trustees of the Institute of Chartered
  Accountants in England and Wales have awarded a
  grant of 154,839 to Stella Fearnley, Tony Hines
  (both of the PBS Accounting and Law Dept) and
  Vivien Beattie (University of Glasgow). This is
  the first time that the Trustees have been
  prepared to fund teaching buyout. The project is
  titled "An empirical investigation into how
  recent changes in UK regulatory framework for
  financial reporting, auditing and corporate
  governance have influenced the nature and
  outcomes of interactions between auditors and
  directors of listed companies and the integrity
  of the financial reporting process.
• Prof Ashraf Labib, Nick Capon (SBS), Martin
  Lloyd, and Mark Jaques (RA) have won a 50,000
  research grant from the ESRC Impact Grants Scheme
  to Research the Impact of Knowledge Transfer
  Partnerships (KTP) on Past Associates
• Activities and Plans
• PBS are putting together a proposal to gain
  AMBA accreditation.
• PBS are ready to launch on-line course
  feedback survey.
• PBS Annual Research Conference scheduled for
  the 4th of July
• Issues and Concerns
• Concern have been raised regarding the
  stability of the portal.

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Creative and Cultural Industries Faculty Service
Delivery Review February 2007Ed Kopinski - SDM
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CCI Faculty Service Delivery KPI Summary
February 2007
The RAG status must reflect the actual status as
per KPI descriptor
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CCI Faculty Service Delivery February 2007

• Achievements
• Accounts now set up for Axomic image database in
  Architecture
• Additional student printing resources installed
  on floor 4 of Mercantile House
• Graphics card upgrade in M3.01 computer lab in
  readiness for semester 2
• Maintaining lab resources in Mercantile in
  absence of departmental technician

• Forthcoming Work
• Plans for flexible teaching areas in Mercantile
  House via Mercantile Refurbishment Group. Faculty
  looking at other initiatives
• Considerable involvement of Mercantile support
  staff in assisting students with video editing
  projects in second semester.

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Customer Requests and Projects
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Customer Requests and Projects (continued)
IS Requests and Projects
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CCI Faculty Service Delivery- February 2007

• Customer Feedback
• Accomplishments
• Purple Cube Induction Day taking place on the
  28th February to find 20 dynamic, innovative and
  industrious students from the faculty to be part
  of the Purple Cube initiative.
• Joint departmental project to further develop the
  collaboration between the university and the
  Little Flower Convent for the blind now involves
  staff and students from ADM and CT.
• Temporary student support for Motion Capture area
  in Mercantile due to technician absence.
• Activities and Plans
• Extent of consistent wireless connectivity across
  faculty continues to be investigated.
• Proposals for re-design of Mercantile teaching
  labs in process of being costed by Estates
  department.
• New post to provide web services for faculty
  being advertised
• Transfer of technical post into IS being
  discussed
• Issues and Concerns
• Specialist support resources may be considerably
  stretched over next couple of months due to leave
  of absence.

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Humanities Faculty Service Delivery Review
February 2007Brian Greenwood - SDM
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Humanities Faculty Service Delivery KPI Summary
February 2007
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Humanities Faculty Service Delivery February
2007

• Achievements
• - Park wireless installations on 1st, 2nd and 3rd
  floors have been completed. All teaching rooms
  now covered.
• - ICJS February intake of distance learning
  students passed smoothly.
• - SECS Teacher Test Centre system in St Georges
  has been upgraded and expanded.
• - First ICJS remote tutor laptop breakdown
  resolved through remote control. Tutor (in
  Liverpool) delighted at fast turnaround!
• All W2K residual logins removed.
• Staff queries and requirements for the Pegasus
  Mail withdrawal were met and the shutdown passed
  without trauma!
• - The mid-term reviews of the seconded
  technicians from SECS have started and a review
  held with the school.
• The SLAS Melissi labs are up-to-date with all
  current issues resolved
• - New purchasing arrangements within the Service
  Delivery Team have been implemented

Forthcoming Work - Review of L drive usage - A
programme is being prepared for the upgrade
shortly of office computing facilities at SIGMA
Research in London. - The Journalism course
leader has prepared a paper on the second stage
of the Newsroom development and this will form
the basis of preparations for the next academic
year. - Review of Humanities schools computer
room needs against the new Library facilities and
the planned Open Access consolidation around
Frewen, Park and Portland.
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Humanities Faculty Service Delivery February
2007
Customer Requests and Projects
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Humanities Faculty Service Delivery - February
2007

• Customer Feedback
• The new IS support arrangements in St Georges
  have been confirmed and the School is happy for
  the technician secondments to become permanent in
  IS. Some more positive comments received about
  the Managed Services and Groupwise.
• Accomplishments
• The Association of University Language Centres
  (AULC) held their conference, AGM and Dinner
  successfully at the University in February. Lord
  Dearing, who is in charge of a review of the
  National Language Strategy, was a speaker.
• Activities and Plans
• The new Dean of Humanities will be Dave Russell,
  currently Associate Dean (Students).
• Work continues on replacing technicians in SSHLS
  and SLAS in line with the e-learning strategy and
  changing roles to provide on-line course
  development and educational technology support.
• The St Georges Project Group has met to discuss
  plans for the building. Peter Hay is to report on
  the Summer refurbishment programme at the end of
  March. There is some doubt as to whether ICJS
  will take up space in St Georges, but instead go
  for the status quo!
• The opening ceremony for the Journalism Newsroom
  in Milldam is March 28th.
• Issues and Concerns
• Still some activity to replace poorly performing
  PCs and laptops.
• Some student account creation problems for short
  term students in Jupiter.
• Student print quota queries, now resolved.

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Science Faculty Service Delivery Review February
2007Dorothy Corrick - SDM
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Science Faculty Service Delivery KPI Summary
February 2007
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Science Faculty Service Delivery February 2007

• Achievements
• XP laptop rollout completed
• New managed scheme laptops setup and
  distributed
• Coloured header sheets introduced for student
  printing

• Forthcoming Work
• Support for the Vision of Britain project
• Investigate the migration of SEES and Geog
  software licensing from Sibelius tp Moscow-Blue
  (centralised license server)
• Expert Centre - evaluation of multimedia
  annotation system and setup of Win2003 serv
• Technical assistance for 6th form Conference
  hosted by SEES
• Refurbishment of King Henry building

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Science Faculty Service Delivery February 2007
Customer Requests and Projects
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Science Faculty Service Delivery February 2007
Team participation in IS Priority Projects
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Science Faculty Service Delivery- February 2007

• Customer Feedback
• Accomplishments
• School of Earth and Environmental Sciences - Dr
  Mike Fowler has procured a NERC-funded Knowledge
  Transfer Partnership (KTP) worth 102,000. The
  project will work with Grundon Waste Management
  Ltd to develop a method for monitoring dust at
  landfill sites.
• In the same week, David Loydell has secured a
  66,000 grant to research oil bearing strata in
  Libya.
• Activities and Plans
• Official opening of Spinnaker Building on 8th
  March
• 6th form conference being hosted in March by
  School of Earth and Environmental Studies
• Issues and Concerns
• Psychology have asked for their networked
  printers to capable of duplex printing
• Several departments would like a method of
  auditing printer use