Information Services Operations Report

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Information ServicesOperations Report

• January 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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Information Services Operations Report
SummaryJanuary 2007
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Summary by Faculty January 2007
5
Summary by KPI January 2007
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Central Service Delivery KPI Summary June 2006
Central Service Delivery Service Desk Performance
January 2007
Notes High Maximum Waiting time confined to 11th
January due to Groupwise problem that day. 460
Calls made to Service Desk with 27.21 abandon
rate on that particular day.
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Central Service Delivery Jobs Logged January
2007
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Central Service Delivery Jobs Outstanding
January 2007
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Central Service Delivery Jobs Closed January
2007
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Central Service Delivery Faults/Jobs Summary
January 2007
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Corporate / Lan Systems Legend
Complete
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Corporate / Lan Systems Legend
Complete
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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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Central Service Delivery KPI Summary January
2007
Notes
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Central Service Delivery KPI Summary January
2007
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Central Service Delivery January 2007

• Support Enquiries
• Wireless/Resnet 256
• Anti Virus 29
• Hardware 59
• Other 238
• resolved 98

• Sales
• Novatech failed to return to Connect UP
  following the Christmas break even though they
  were contracted until Jan 31st. We are currently
  trying to tie up a deal with a replacement
  retailer who will also provide a hardware repair
  service.
• Number of sales enquiries this month were 121.

• Comments/Notes
• Much quieter at the end of the month due to exams
  and coursework deadlines.
• Increasing amount of students requiring file
  recovery assistance or repairs of windows
  installations

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Central Service Delivery Mobile Computing
Service Group - January 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 January 2007

• Achievements
• Managed Service process for PCs now handed over
  to Mark Civil as BAU.
• Draft agreement reached with PCiDeals (Southsea)
  to fill the vacuum left by Novatech withdrawing
  from Connect UP at the beginning of the month.
  PCiDeals value proposition includes a repair
  service for student PCs and laptops.
• First formal Change Management Board held as
  preparation for the 16th February Scheduled
  Maintenance Window.
• Finally received written acknowledgement from
  Selection Services of UoP notice to terminate at
  end August 2007 including acknowledgement of
  the TUPE for John Moss and Trevor Lainson.

• Forthcoming Work
• Managed Service process for Laptops to be handed
  over to Mark Civil during February.
• Implementation of arrangements with PCiDeals
  concerning Connect UP.

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Central Service Delivery January 2007
Customer Requests and Projects
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Central Service Delivery January 2007
Customer Requests and Projects
IS Requests and Projects
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Central Service Delivery December 2006
Customer Requests and Projects
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Central Service Delivery January 2007

• Customer Feedback
• Accomplishments
• Compel Replacement project board meeting held
  30th January. Approval given to prepare for
  go to tender at beginning of March.
• Agreement reached for IS to consolidate most
  all-staff communications into weekly bulletins
  to be sent out at close of business each
  Friday. Implemented as of 12th January.
• 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.
• Issues and Concerns
• Both Marketing and Campus Services have
  separately made requests for more L Drive space.
  
• Events calendar awaited from Finance and Registry

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PBS Service Delivery Review January 2007Barrie
Miles - SDM
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PBS Service Delivery KPI Summary January 2007
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PBS Service Delivery January 2007
Achievements Agreement reached with printing and
reprographics regarding photocopying facilities
in Richmond
Forthcoming Work Launch of PBS WebCT
Template. Continuing process of seconding faculty
technicians to IS
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PBS Service Delivery January 2007
Customer Requests and Projects
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PBS Service Delivery- January 2007

• Customer Feedback
• Accomplishments
• Business School Students in semi-final of IBM
  Business Challenge
• Two teams of students from the Business School
  have fended off competition from several
  high-profile
  Institutions to reach the national semi-finals of
  the IBM Universities Business Challenge.
• The teams beat students from Imperial College
  London and London Business School amongst others
  to win a place at the semi-finals in
  February.
• Activities and Plans
• Draft strategy and 5 year plan published and
  open discussed planned.
• PBS are putting together a proposal to gain
  AMBA accreditation.
• PBS WebCT Template advertised to faculty
• Issues and Concerns
• Concern have been raised regarding student
  marks being available on the student portal.

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Creative and Cultural Industries Faculty Service
Delivery Review January 2007Ed Kopinski - SDM
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CCI Faculty Service Delivery KPI Summary
January 2007
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CCI Faculty Service Delivery January 2007

• Achievements
• CCI Teaching Information Database set up for
  Faculty timetabling service
• Axomic image database now available to staff in
  Architecture
• Wide format printing now available in Eldon
  computer labs
• Additional student printing resources installed
  on floor 4 of Mercantile House
• Graphics card upgrade in M3.01 computer lab in
  readiness for semester 2

• Forthcoming Work
• Re-arrangement of support services in Mercantile
  House due to staff shortage.
• Plans for flexible teaching areas in Mercantile
  House via Mercantile Refurbishment Group.
• Considerable involvement of Mercantile support
  staff in assisting students with video editing
  projects in second semester.
• Axomic access for Architecture academic staff.

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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- January 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.
• DCS Designs, a graduate start-up company emerging
  through the Portsmouth Centre for Enterprise, is
  now trialing its new hospital gown at University
  College London Hospital.
• Rachel Lowe, the developer of Destination London,
  Portsmouth, etc, has won the Nat West Everywoman
  award. Destination Hogwarts has now been
  developed. Her original concept was supported by
  PCE.
• Improvement of LCD projection facilities in
  basement labs in Eldon.
• Activities and Plans
• Multi media Business Studio being set up in PCE
  to stimulate business activity.
• Extent of consistent wireless connectivity across
  faculty being 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 considered
• Issues and Concerns
• Student equipment loan scheme in Mercantile
  becoming considerable overhead. Now being
  investigated by Faculty Technical Resources
  Manager.
• 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
January 2007Brian Greenwood - SDM
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Humanities Faculty Service Delivery KPI Summary
January 2007
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Humanities Faculty Service Delivery January 2007
Achievements All February intake of distance
learning students in ICJS checked for computer
and WebCT accounts in conjunction with the
department. All ICJS remote tutor laptops
upgraded to XP and Groupwise and faults
corrected. Milldam teaching room LE 1.02 re-built
and requested software made available. The
Journalism Newsroom software has been updated and
application software now installed on the MACs. A
draft strategy paper has been circulated covering
replacement of Humanities IT assets (with the
managed services as the replacement basis).
Comments have been received back from the Faculty
Accountant and the strategy will receive more
discussion at faculty committees before formal
acceptance. The SLAS Melissi labs are up-to-date
with all current issues resolved in time for
semester 2.
Forthcoming Work Review of L drive usage Upgrade
of office computing facilities at SIGMA Research.
The server has been ordered and were waiting for
a delivery date. Second stage of the Journalism
Newsroom development Further review of purchasing
arrangements within the team. SECS TDA Test
Centre changes.
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Humanities Service Delivery January 2007
Customer Requests and Projects
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Humanities Faculty Service Delivery - January 2007

• Customer Feedback
• The new IS support arrangements in St Georges now
  are seen as working well and better than before,
  although some old activities still have to find
  a home!.
• Accomplishments
• The new Journalism course is proving popular and
  applications for the next year are healthy.
• St Georges basement is back in full use after the
  flood!
• Activities and Plans
• The Dean of Humanities and Head of SLAS have
  announced their retirements at the end of the
  academic year and the Associate Dean (Research)
  is leaving and going to Exeter Uni. Interviews
  for Dean will take place shortly.
• The Dearing Review of Modern Languages has just
  been published and will affect SLASs strategy
  and planning.
• SSHLS has obtained approval for the recruitment
  of 2 technicians an on-line course developer
  and an educational technology technician. ICJS
  has replaced its Senior Technician internally.
  SLAS has 2 posts vacant.
• ICJS will consolidate in St Georges and Ravelin
  House soon, leaving Hampshire Terrace.
• Issues and Concerns
• The subject of messaging students has been raised
  for urgent messages.
• Delays in obtaining MS work at home CDs has
  caused some comment.

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

• Achievements
• Members of IS worked from approximately 1700
  until midnight to resolve the issues regarding
  the failure of the Dentistry storage array.
• Removal of old ASH print servers from the tree
• Preparation of XP laptop rollout
• Significant reduction of service desk jobs
• Cross Faculty co-operation Jane Taussik
  thanked Science SD Team for the loan of Alan
  Palmer to the MSc in Coastal and Marine Resource
  Management course during Semester One to
  assist with web design course

• Forthcoming Work
• Investigate the migration of SEES and Geog
  software licensing from Sibelius tp Moscow-Blue
  (centralised license server)
• Rationalise the current procedure for the
  ordering and storing of Science Faculty budget
  equipment
• XP laptop rollout scheduled to finish end
  February 2007

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

• Customer Feedback
• Accomplishments
• Geographers won 400k JISC bid to computerise
  constituency boundaries charting the process
  by which Parliament evolved from a body
  representing an archaic patchwork of rotten
  boroughs with just a handful of voters deciding
  on the MP, to a systematic and proportionate
  representation of the country as a whole.
• Sports and Exercise Science New study led by Dr
  Paula Robson-Ansley to investigate the link
  between fatigue, genes and athletic performance.
  Scientists at the University of Portsmouth are
  investigating whether endurance athletes with a
  specific type of gene are less likely to suffer
  fatigue. The results from the study may mean
  identifying the super athletes of tomorrow could
  be as simple as taking blood from a pin prick.
• School of Earth and Environmental Sciences have
  donated their model of a Prehistoric flying
  lizard to Nehru Science Centre in India The
  model created headline news in the UK media
  following its
• hugely popular Royal Society display at
  Buckingham Palace as part of the Queen's 80th
  birthday celebrations.

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Science Faculty Service Delivery- January 2007

• Activities and Plans
• Pharmacy and Biomedical Sciences are updating and
  modernising their website
• Open Days in February for
• Pharmacy and Biomedical Sciences
• Biology
• Issues and Concerns
• Concern raised over erroneous Portal data entries
• It has been requested that the academic
  timetables be put into GroupWise
• SEES have asked for the Shut down icon to be
  re-installed on student PCs (green issue)
• It has been reported by some users that their
  emails are not being delivered.
• Psychology have asked us to look into why folder
  options views do not save, even though they have
  selected that the folder options be remembered.

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Faculty of Technology Service Delivery Review
January 2007Stuart Graves - Service Delivery
Manager
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Faculty of Technology Service Delivery KPI
Summary - January 2007
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Faculty of Technology Service Delivery - January
2007

• Achievements
• All the old plastic chairs on the Portland LRC
  balconies have been replaced.
• CCEPD and IMHS move out of BH6 into Liongate.
• IS are currently investigating out of hours
  support for core services (On call technicians)
  if approved this will hopefully meet the concerns
  raised by the Faculty regarding lack of out of
  hours support for Distance Learning Student
  access.
• Natalie Wragg completed 2 weeks training in
  Portland with the SD team to enhance her IT
  support skills.
• Marc Ezekiel to work in Portland on Monday
  afternoons for training on the Large Format
  Printing, to be extended to other members of the
  team as required.
• Managed Service PCs installed in Maths, ECE, MDE
  and Faculty Office.

• Forthcoming Work
• Provide off-site Civil Engineering staff at the
  Petersfield Sewage Treatment works access to Uni
  network.
• IS Technology Service Delivery to carry out an
  audit of all Faculty and IS managed servers with
  a view of rationalising.
• Faculty and IS in discussion regarding a new
  procedure for the disposal of redundant IT
  equipment. The Faculty have now agreed a draft
  Policy which is awaiting discussion.
• Technology Admissions to purchase Advansys
  Personalised Email Pack for Groupwise allowing
  bulk mail merges.
• Old Anglesea IS Site office to be cleared out and
  handed back to the Faculty during Easter.
• Forensic IT Lab move and extension planned for
  May.

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Faculty of Technology Service Delivery January
2007
Customer Requests and Projects
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Faculty of Technology Service Delivery - January
2007
Customer Feedback The Dean has instructed members
of the Faculty Operations Executive that only the
UoP Groupwise diary system will be supported in
Departmental and Faculty offices. Accomplishments
School of Computing student, Kathryn Carstens,
MSc in Applied Computing, was given a prestigious
award for "best dissertation George Allan
presents at the International Conference for
Information Systems, held this year at Milwaukee,
Wisconsin, USA. MDE are employing three new
permanent Senior Lecturer posts in Mechanical
Engineering Science. Peter Hicks has completed a
review concerning the future of the Portland LRC.
This was discussed on the 12th January with
another meeting planned in February. Activities
and Plans The Faculty are currently reviewing
Space, IT Provision, AV Equipment and the
management of the Open Access areas. The feeling
from the Dean is that IS should directly manage
these. SoC and Maths moving out of Mercantile and
Anglesea completely. An investgation by Alison
White reports no obvious resourcing problems with
classes moving into Liongate. Issues and
Concerns Amir Alani (HoD MDE) raised concerns
regarding the inability to easily email their
students within GW distribution lists. This is
due to the method that Jupiter exports Student
details rather than an issue with GW. Stuart
Graves to liaise with the GW and Jupiter
teams. Some academics from Anglesea have reported
that some students are having problems regarding
printers and N drives. IS are in the process of
investigating these reports. There have been
renewed leaks in Liongate 0.14c and the Forensic
Lab LG2.04. In bad weather these labs may have to
close for Health and Safety reasons.