Information Services Operations Report

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Information ServicesOperations Report

• May 2006

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Report Structure

• Summary reports by
• Faculty
• Key Performance Indicator
• Service Desk
• Status Legend
• Specific reports for
• Central Services
• Faculty of Humanities
• Faculty of Science
• Faculty of Technology
• Portsmouth Business School
• Faculty of the Environment

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Summary by Faculty May 2006
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Summary by KPI May 2006
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Service Desk Summary May 2006
Notes Service Desk logged calls down by approx
15 on Same Period Last Year
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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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Faculty Service Delivery Reports

• The following Service Delivery Reports have been
  prepared by the SDMs and are included
  unmodified.
• Comments on the structure and content would be
  greatly appreciated.

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Central Service Delivery Review May 2006Dave
Rowen - SDM
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Central Service Delivery KPI Summary May 2006
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Central Service Delivery KPI Summary - May 2006
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Central Service Delivery - May 2006
Issues and outages Network no issues Wireless
no significant outages. Library no issues
Active IS Projects Prime Deliverables
Date Status XP Rollout Phase 2 Steve
Christopher All staff up to XP Jul 06 Green -
Block upgrades of non corporate systems users
being planned. - corporate systems users can
only be upgraded after systems have been tested
under XP. Helpdesk software review/
replacement Dave Gratton All IS Mar 06 Amber
- see risks/issues/action plans below. Change
Management Improvement Dave Rowen Improved
process Aug 06 Amber (for SDMs)
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Central Service Delivery - May 2006
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Central Service Delivery - May 2006

• IS Accomplishment
• New wireless hotspots in Mercantile, Nuffield
  Centre, Nuffield Sports, Student Union, Richmond
  and Burnaby.
• Extended Service Desk (2nd level support) ready
  for implementation 1st June.
• Wireless nominated for Wireless BB Innovation
  Award 1 of 4 finalists internationally.

Risks / Issues Action Plans Helpdesk System
software Touchpaper representative to contact
Dave Gratton with Companies that use its software
in a similar environment. There are currently 2
contacts being sought one being an educational
establishment. Possibility to extend to software
for logging of all changes as part of overall
improved change management/control.

• Future Planned Work and Exposure to Risks
• Frewen Library extension checkpoint with Ian
  Bonar 2nd half June ref equipment for new open
  access area.
• Service Management package for student broadband
  in halls will be developed during June (Paul
  Martin) and ResNet Service Advisor (buddies)
  plan will be prepared.
• Wireless switch firmware updates due end
  June/early July. Some disruption will occur over
  about half a day.

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Central Service Delivery- May 2006

• Customer activities and key dates
• Finance
• Installing a standalone application for Fixed
  Asset Management (XPD).
• Preferred time for maintenance window is mid
  July (definitely not 4th Aug) due to financial
  year end.
• Marketing
• New PC and Maximiser software installed new
  Purple Door Recruitment Mgr (student job
  placement).
• Registry
• - 4th August still proposed for their maintenance
  window.

Customer Accomplishments - Good support from
Payroll (Cheryll Ray, Jo Mcguigan, Andy Redmond)
and from Personnel (Fran Tandy, Marianne Phiri
and Jeannette May) for process mapping .
Customer and Business Concerns/Status/Accomplishme
nts - Print and Photographic requirement for
off-site backup of design studio WIP (30gb).
Julian to provide ?
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Corporate / Lan Systems Legend
Complete
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Corporate / Lan Systems Legend
Complete
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Humanities Service Delivery Review May
2006Brian Greenwood - SDM
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Humanities Faculty KPI Summary May 2006
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Humanities Faculty May 2006
Customer Accomplishments Very interesting report
from an academic visit to China HE institutions
to further recruitment and co-operation. SCAFM
conference in April entitled Song, Stage and
Screen. Draft Learning, teaching and assessment
strategies for each school as part of major
development. Dean re-appointed. Extremely
successful Open Days.
Customer activities and key dates The faculty,
and in particular SCAFM, ICJS and SECS, are
affected by the new faculty creation and
planning for the move of SCAFM and the
arrangements for St Georges building is well
underway effective October 2006 Confirmation of
other moves has been requested. SLAS is planning
a Responding to the Needs of the Chinese
Learner conference in July 2006 SECS has applied
to become a QTS testing centre.
Issues and outages Park open access facilities
are being used extensively for University
activities during the Summer (Graduation and
Clearing) and Clearing is using more facilities
than ever before. The School of Languages (SLAS)
also has extensive student requirements for
Summer courses. Arrangements in hand to open up
additional labs and provide extra facilities
should meet the demand.
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Humanities Faculty May 2006
IS Accomplishment Monthly IT management group
meetings with the Head of School, other key
school staff and the SDM are established in two
schools. The roles of the Science and Humanities
SDMs have been clarified throughout the faculty.
School IT user group meetings take place
regularly. Casual staff continue to cover
successfully the evening support desk in Park
open access from 5 to 8 p.m.
Future planned work and exposure to
risks Arrangements are in hand for Summer
pre-sessional and language courses, Graduation
Week and University Clearing in Park building.
Plans for student induction are being
progressed. The Journalism course has been
confirmed for SSHLS and work has started on
purchasing the newsroom equipment and preparing
the rooms in Milldam LF. XP phase2 for staff has
started and will involve some PC equipment
replacement or upgrade. The Managed PC Service
and XP Rollout arrangements have been published
to the School Managers. Schools have been keen to
progress to Groupwise and are involved in the
workshops and planned rollout.
Customer and Business Concerns/Status/Accomplishme
nts ICJS has a heavy workload in preparing for
its distance learning students and WebCT SECS has
early student starters each year and as well as
the usual concerns regarding registration, campus
cards and computer accounts, these are added to
by the phased implementation of Jupiter during
August. The provision of adequate technical
support for Humanities schools in St Georges
Building has become a priority concern. Plans to
resolve this are advancing. In addition the lack
of pooled spaces and wireless coverage in St
Georges is under investigation. Similarly SLAS in
Park is investigating wireless coverage for its
teaching rooms. Humanities has concerns about
Open Access development and how they might be
affected.
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Humanities Faculty IS Project Status May 2006
Active IS Projects Prime Deliverables
Date Status Journalism Newsroom for SSHLS Brian
Greenwood Working system Oct 06 Green XP Rollout
Phase 2 Brian Greenwood All staff migrated to
XP Oct 06 Yellow
Risks / Issues Action Plans (list those issues
driving the red and yellow indicators
above) Completion of XP rollout may miss start
of year due to lack of access to staff PCs
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Science Service Delivery Review May 2006Dorothy
Corrick- SDM
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Science Faculty KPI Summary May 2006
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Science Faculty May 2006
IS Accomplishment Successful initial move of
Sports and Exercise Science into Spinnaker
Building Earth and Environmental Sciences IT
teaching room performance investigation
productive wash-up meeting between SEES and
IS. Successful negotiations with Science Faculty
regarding concerns raised by Science over IS
allocation of N drive space particularly for
researchers/laptop users. Urgent customer needs
have now been addressed, with long term
requirements to be covered by IS storage
strategy. Over 100 Science and Humanities
Network printers converted to Iprint in
preparation for XP rollout Dorothy Corrick
attended an Essential Management course at
Cranfield University
Future planned work and exposure to
risks Conversion of all Faculty notebooks to XP
there may be problems due to lack of memory and
failure to locate drivers Rollout of 53 x Expert
Centre notebooks now awaiting James Watson
move New equipment purchase for Burnaby teaching
rooms - awaiting tender agreement Graduation
preparation IT rooms store to be cleared in
Park basement will need more caretaker
assistance than usual due to staff involvement in
IS projects and team reorganisation. Clearing
IT rooms in Park to be re-arranged will need
more caretaker assistance than usual due to team
commitments and team reorganisation.
Customer and Business Concerns/Status/Accomplishme
nts Concern voiced over GroupWise deployment
start date
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Science Faculty - May 2006
Customer Accomplishments The Institute of
Biomedical and Biomolecular Sciences (Director
Professor Geoff Kneale) - has been awarded an
academic fellowship for research in the area of
Biomolecular Science. Dr Tara Dean - School of
Health Science and Social Work - led a team of
researchers from the David Hide Asthma and
Allergy Research Centre on the Isle of Wight, and
discovered Infants' diets are being restricted in
the mistaken belief that they have an intolerance
to certain foods. Dr Clare Hencken of Sports and
Exercise Science has developed a strategy for
tackling obesity that could be used to improve
the health of thousands of people across the
country and save the NHS money. The new programme
incorporates diet, nutrition and exercise as well
as a new monitoring system that includes
psychological evaluation and counselling - unlike
traditional weight loss programmes, it aims to
change the way people think about their health
encouraging them to look at their overall body
image. And on a lighter note .Charlie and his
mum Rosie Sizer, who is department manager for
the Sport and Exercise Science Department at the
University of Portsmouth, will be flown to
Germany for three days of the World Cup. Charlie
filled in a form on the back of a McDonalds
Happy Meal box to be a mascot for the World Cup
and was overwhelmed when a letter arrived by
special delivery post saying he had won the
national competition.
Customer activities and key dates Building
moves School of Health Science and Social Work,
Admin/research staff plus the Expert Centre move
postponed due to sewerage leak in James Watson
move in July. School of Health Science and
Social Work All academic centres still on
target to move into St. Michaels in Summer of
2006 Geography Dept joining Science Faculty on
1st August.
Issues and outages
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Science Faculty Plan of Record
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Science Faculty IS Project Status May 2006
Active IS Projects Prime Deliverables
Date Status XP Rollout Phase 2 James King All
staff converted to XP July 06 Yellow GroupWise
Project Martin Gillingham Conversion from
Pegasus to GroupWise Summer Yellow Corporate
Software conversion Mary Withers Conversion of
Corporate software for XP project June
06 Green
Risks / Issues Action Plans (list those issues
driving the red and yellow indicators above) XP
rollout held up by tender procedure for
replacement PCs GroupWise project held up by
move of servers to James Watson although training
has started
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Technology Service Delivery Review May 2006Ed
Kopinski - SDM
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Technology KPI Summary - May 2006
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Technology KPI Summary - May 2006
Customer Accomplishments Faculty have decided
School of Computing student computing facilities
will move from Mercantile to Lion Gate New IIR
have moved to new premises in Burnaby
Building. ECE made effective use of the wireless
network during assessment process CT and ICJS
have secured funding of 20,000 from HEIF to
support paramedics and police attending firearms
incidents Microsoft funding provided for member
of CT staff to be a judge at Imagine Cup, held in
Slovenia
Customer activities and key dates Moves
associated with new faculty continue with issues
surrounding changes in Eldon Building now being
resolved Some timetabling issues. Some of the
specialist facilities supporting Virtual Reality
teaching and research will not be relocated until
appropriate locations can be found. School of
Computing have agreed with ECE to use their
specialist labs for forensic computing until they
can move into the area vacated by the VR lab. Low
recruitment levels for courses run by the new
faculty continue to cause concern, although
recruitment levels in Technology appear worse.
Issues and outages Student printing has been
affected, albeit minimally, by the intermittent
loss of LS10 Maintenance and downtime of Poppy
for short periods has affected HEMIS and
FIMS Pressure on the student portal is evident
with poor response times and some service loss.
This has been frustrating for students needing to
access exam timetables.
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Technology KPI Summary - May 2006
IS Accomplishment The make up of the Technology
team following redeployment of present team
members to Desktop team, Service Desk and the
re-organisation of remaining team members to
support Technology and Creative and Cultural
Industries has been resolved with agreement of
all team members. Compliments from Head of ECE
on the extension of the wireless network, which
greatly aided the running of assessments. The
extension of the wireless network in Anglesea and
Burnaby has been generally appreciated by
HoDs ePortfolio discussions to be extended to
include evaluation of module available under
WebCT Vista. Student survey reaching completion,
although the take up was not as high as last year
Future planned work and exposure to
risks Windows XP Phase II roll out. Planned
move of School of Computing resources to Lion
Gate and subsequent moves of CT and support
services. Investigation of dual boot
configuration for game development lab
continues. Windows XP web page development now
the responsibility of a Technology team member.
Customer and Business Concerns/Status/Accomplishme
nts Move of labs belonging to SOC and CT and the
consequent effect on the timetable, particularly
for those rooms previously used for other
purposes. Student recruitment in both faculties.
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Technology KPI Summary - May 2006
Active IS Projects Prime Deliverables
Date Status WinXP rollout Phase 2 Ed
Kopinski Upgrade staff Sept 06 Green Corporate
object builds for WinXP Michael Reid Apps tested
operational June 06 Green Research server
replacement rationalisation John Drury Transfer
of databases June 06 Yellow Continued development
of Kuala Lumpur n/w Steve Broadbent Network
client upgrade June 06 Green Development of
ePortfolio services Paulo Saldanha Availability
to all students Aug 06 Green New faculty
arrangements Ed Kopinski Team and resources Sept
06 Yellow
Risks / Issues Action Plans (list those issues
driving the red and yellow indicators
above) Funding not available for Mercantile
refurbishment resulting in continued poor working
environment for students Accommodation issues
associated with support services to new Faculty
of Creative and Cultural Industries
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PBS Service Delivery Review May2006Barrie Miles
- SDM
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PBS KPI Summary May 2006
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PBS IS Project Status - May 2006
Active IS Projects Prime Deliverables
Date Status XP Rollout Phase 2 MSD All staff
up to XP July 06 Amber GroupWise
Rollout CRR Easter 06 Red Web Based
EQL UAM MSD Enables distance learning Easter
06 Red PBS take over of Burnaby Terrace
BJM/MSD Summer 06 Amber
Risks / Issues Action Plans (list those issues
driving the red and yellow indicators
above) There is some uncertainty as to when
Burnaby will be vacated. GroupWise project
delayed due to delay in JWH computer room being
available. EQL UMA has been passed to DAS team
who have given top priority to corporate
software
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PBS - May 2006
Customer Accomplishments
Customer activities and key dates
Issues and outages Portal unavailable for
approximately 3 hours on 20th of May causing
disruption to students checking their exam
timetables.
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PBS - May 2006
PBS Plan of Record

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PBS - May 2006
IS Accomplishment Successful move of Mercantile
computer room to James Watson Hall (JWH) IS
student survey on line until the end of
semester
Future planned work and exposure to
risks Upgrade of XP phase 2 PCs limited
disruption. Rollout of admin machines (Win 2K due
to corporate system requirement) - limited
disruption. Recall all PhD laptops for essential
upgrades limited disruption.
Customer and Business Concerns/Status/Accomplishme
nts
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Environment Service Delivery Review May
2006Stuart Graves, SDM
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Environment KPI Summary - May 2006
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Environment May 2006
Customer Accomplishments Faculty Deans approved
buying new PCs under the managed PC scheme.
(83) Faculty agreed replacement of all CRT
monitors for PCs that are being replaced (99).
Customer activities and key dates Faculty Office
moving to Eldon on Graduation week. ADM moves
within Eldon ongoing. Faculty changes Maths, CT,
Civils, EDAM moves etc.
Issues and outages Network upgrades no
issues. Power Outages no issues. Printing
Outages no issues.
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Environment May 2006
IS Accomplishment Six months of stable Mac
logins. Project officially completed. Large
Format Printing has taken 30,000 since May 2006.
Network and Printers managed during the peak
period Agreed replacement of final LFP. Env team
given 10k of free high end Dell servers.
Future planned work and exposure to
risks Transfer of files from Environment L\ to
new Faculty structure. Transfer of services from
WinNT Domain to Windows 2003 / Active Directory
halted, due to Verdi backups not being completed,
licence issues - possible severe
disruption. Possible staff and resource issues
due to Faculty changes. Team locations currently
being discussed.
Customer and Business Concerns/Status/Accomplishme
nts
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Environment IS Project Status May 2006
Environment - Plan Of Record
Risks / Issues Action Plans Windows Server
2003 service moves placed on hold until backups
can be completed, project also held up due to
Active directory not being implemented. Stephen
Hall leaving the team means we lose our LFP
expert. All Mac software to be tested on all
Intel Macs. No submissions from academics