Central Service Delivery Review September 2006 Dave Rowen SDM

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Central Service Delivery Review September
2006Dave Rowen - SDM
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Central Service Delivery KPI Summary June 2006
Central Service Delivery KPI Summary September
2006
Notes Big rise in jobs due to returning
academics and some students. High volumes also
due to login problems. Only 92 out of 4665 calls
had wait time gt 4 mins.. Understaffing did not
help.
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Central Service Delivery KPI Summary September
2006
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Central Service Delivery KPI Summary September
2006
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Central Service Delivery September 2006
Issues and outages Network no issues Wireless
IP Subnet change (extension of IP address
range) took out wireless across the campus for
approx 2 hours on 12th
September. Firmware upgrade on 14th September
caused minor disruption. Library no
issues Security no issues
Active IS Projects Prime Deliverables
Date Status Purchasing Procedures Dave
Rowen Documented processes Oct 06 Amber for
different product ordering streams ITIL
Service Management Dave Rowen Incident
Management on-going Amber Implementation Change
Management Problem Management Configuratio
n Management Relaunch of Connect UP Matthew
Green Very successful re-opening
Done/Closed Green on 4th September. Service
Desk Software Dave Gratton Proposals prepared to
acquire Oct 06 Green additional modules of
House on the Hill software. Cost
3750 Webserver, LDAP authentication and
Job Elevation.
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Central Service Delivery September 2006
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Central Service Delivery September 2006

• IS Accomplishment
• Very positive re-opening of the Connect UP with
  strong sales of the laptop promotion for students
  (and staff).
• Resnet service launched on 4th September ready
  for registration and start of new academic year.
  Posters and flyers printed and distributed.
  Website completely revamped. By 30th September
  over 1000 students had already registered for
  the service. Materials included in student
  startup pack. Very successful first day of
  parents weekend.
• COMPEL PID completed 29th September and
  distributed to attendees to review meeting
  scheduled for 10th October.
• 2 IP phones installed on Service Desk for trial
  purposes. Very favourable reaction to elimination
  of volume problems and benefits of having two
  lines on one handset. 4 more being ordered.

Risks / Issues Action Plans - Ongoing concerns
about call/job volumes versus resources but will
continue to monitor now that term main summer
holiday period has ended and new academic year
has started.

• Future Planned Work and Exposure to Risks
• Work will start on revamp of Service Desk job
  descriptions to reflect requirements for grades
  4,5,6 and 7. Plan to complete by year end
  2006.
• Second stage of COMPEL Replacement project will
  start in October. This is detailed business and
  systems requirements definition in order to
  be ready for tender February 2007. Risk on
  availability of both IS and business resources
  to get the work done on time.

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Central Service Delivery- September 2006

• Customer activities and key dates
• Registry
• Awaiting new academic year events calendar from
  Registry in order to populate IS calendar.-
  Internal IS meeting to look at student accounts
  process set for 12th October for subsequent
  feedback to Andy Rees.

• Customer Accomplishments
• n/a

Customer and Business Concerns/Status/Accomplishme
nts Library - Delivery of PCs and screens for
library extension must be precise. Currently
morning of 6th November.
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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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Corporate / Lan Systems Legend
Complete
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Corporate / Lan Systems Legend
Complete