Science Service Delivery Review September 2005 Dorothy Corrick, SDM

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Science Service Delivery Review September
2005Dorothy Corrick, SDM
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Science KPI Summary September 2005
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Science September 2005
Customer Accomplishments
Centre of Excellence and Radiography building
moves into James Watson
Customer activities and key dates
The Service Delivery Team have been heavily
involved with the XP project during the Summer
and as a consequence the level of unresolved
helpdesk calls has risen to unacceptable levels.
However, the helpdesk database is being
constantly monitored, and high priority jobs
have been dealt with. This situation cannot be
immediately resolved without more human resources
but it is expected that this issue will be
quickly resolved once Phase One of the XP project
is completed and the team resume normal working
arrangements. There was a minor disruption with
student printing in Park building due to an
essential GPAS server upgrade and conversion of
all GPAS printers to Iprint/duplex printing.
Issues and outages
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Science September 2005
ISO Accomplishments Graduation and Clearing ran
smoothly New GPAS server installed XP project
Phase One on target
Future planned work and exposure to
risks Rollout of capital budget equipment PCs,
laptops, network printers Rationalisation and
reduction of the helpdesk Summer backlog
Customer and Business Concerns/Status/Accomplishme
nts IMS computer facilities need to be improved
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Science ISO Project Status September 2005
Active ISO Projects Benefit Prime Deliverables
Date Status
Risks / Issues Action Plans (list those issues
driving the red and yellow indicators
above) With the completion of Phase One of the
XP project all student IT open access/teaching
facilities will be available for use. Student
printing issues, centred around the XP project
will also be resolved. The helpdesk backlog will
continue to require constant monitoring and
prioritisation until normal levels prevail,
additional resources would aid this process.
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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