Information Services Group Information Session

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Information ServicesGroup Information Session

• Andrew Minter23rd January 2007

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Topics for today

• New appointments
• Jupiter / University Project Office
• Customer feedback
• Current projects (Sara MacDonald)
• Out of hours (Ian Troise)
• ITIL Change control pilot
• Work logging pilot
• Job titles
• Awards

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New Appointments

• Peter Dorman
• University Applications Group
• Sharif Salah
• IS Trainee Programme
• Edward Potter
• IS Trainee Programme

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Jupiter and the Project Office

• Thanks and goodbye to Steve OFarrell
• Welcome to Dominic Howell, Lee Bayley, Joanne
  Byatt and Stephanie Anagnostopoulos
• A big challenge this year!
• Life after Jupiter!

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Feedback

• Tim Goodhead, Dean of Technology
• great service
• David Hughes
• excellent support
• David Goodwin, Conferences and Lettings
• client was very impressed with the IT support
  provided it was the best they had received from
  any venue (including 4 hotels) around the
  country
• Others
• Fiona Loughran, Sarah Duckering, David Right and
  many others.

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IS Priority Projects in progress
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IS Priority Projects in progress
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Out of Hours Proposal

• Ian Troise

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Out of Hours - Drivers

• Extended Opening Hours of Library
• Increase in Off-site and Part-time Student
  Numbers
• Students Personal Study Profile

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Out of Hours Services Supported

• Not all services will be supported as standard.
• We will focus on six areas
• Learning and Teaching WebCT
• Network Infrastructure - Routers, PBXs, Core
  Switches, Firewall, LeNSE, Student Broadband
• Server Equipment
• Corporate platforms
• Security - Fire Alarms, Intruder Alarms, CCTV
• Pastoral Care - Hemis, Jupiter

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Out of Hours Roles

• Incident Supervisor Co-ordinates the Incident and
  Blogs all decisions/outcomes
• Technical Support is provided best efforts from a
  volunteer list.
• Escalation is to Incident Supervisors normal
  line manager.

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(No Transcript)
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Out of Hours Remuneration

• Incident Supervisor Standby rates according to
  scale call out if attending site.
• Technical Support Broadband paid for at
  residence call out if attending site.
• Escalation Manager No extra remuneration.

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Out of Hours Return to Work
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Interested?
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Information Services
ITIL (the IT Infrastructure Library) is the most
widely accepted approachto IT service management
in the world. ITIL provides a cohesive set of
best practice, drawn from the public and private
sectors internationally and is supported by a
comprehensive qualifications scheme, accredited
training organisations, and implementation and
assessment tools. The best practice processes
promoted in ITIL are supported by the British
Standards Institute (BSI) standard for IT service
Management (BS15000).
The OGC mission is to work with the public sector
as a catalyst to achieve efficiency, value for
money in commercial activities and improved
success in the delivery of programmes and
projects. THE OGC endorses ITIL.
Formed in the UK in 1991 the ITSMF is a
not-for-profit organisation owned by its members.
The ITSMF is a major influence on, and
contributor to, industry best practice,
standards and personal development in the filed
of service management and works with a wide range
of governmental and standards bodies worldwide.
The ITSMF endorses ITIL
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Change Control Pilot
ITIL

• Pilot started in USG and UNG
• Will eventually extend across IS
• Using Bugzilla

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Work Logging Pilot

• Pilot begin in UAG, USG and UNG
• Purpose to improve better resource planning for
  projects.

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Job titles

• Improving flexibility and communications!
• Line managers approve external job titles for
  using in email, business cards and letters
• Internal job titles provide consistency and aid
  personnel processes

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Job titles

• New internal titles
• Scale 3 - Information Officer 1
• Scale 4 - Information Officer 2
• Scale 5 - Senior Information Officer 1
• Scale 6 - Senior Information Officer 2
• Scale 7 - Principal Information Officer 1
• Scale 8 - Principal Information Officer 2

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Recognition Awards

• Mohammad Khan
• Mike Reid
• James King
• Alan Clayton
• Paul Bundey
• Barry Millin

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Questions?