Information Services Operations Report

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Information ServicesOperations Report

• October 2007

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Report Structure

• Summary covering
• Overall Performance
• Central Service Delivery
• Shared Services
• Faculty Service Delivery
• Specific reports for
• Central Service Desk Dave Gratton
• Corporate Systems and Support Departments Dave
  Rowen
• Faculty of Creative and Cultural Industries Ed
  Kopinski
• Faculty of Humanities Brian Greenwood
• Portsmouth Business School Barrie Miles
• Faculty of Science Dorothy Corrick
• Faculty of Technology Stuart Graves

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Information Services Operations Report
SummaryOctober 2007
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Central Service Delivery Summary October 2007
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Central / Shared Services Summary October 2007
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Faculty Service Delivery Summary - October 2007
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Central Service Desk October 2007 Outage Log
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Central Service Delivery KPI Summary June 2006
Central Service Desk October 2007
Notes Start of Semester has created the usual
increase in Calls/Email to the Service Desk.
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Central Service Desk October 2007
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Central Service Desk October 2007
Almost 80 of Jobs relate to Student / Staff
Portal Issues. HEMIS to Jupiter migration has
required modification to existing code. Lack of
resource in this area has created the job
backlog.
Late requests for software has caused a backlog
of work to be created.
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Central Service Desk October 2007
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Central Service Desk October 2007
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Central Service Desk October 2007
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Incident Turnaround Time
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Central Service Delivery Corporate Systems
October 2007
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Central Service Delivery October 2007

• Achievements
• Significant on-going activity in the HR/Payroll
  project including reference site visits to the
  Universities of Brighton and Reading.
• Job Description for the Jupiter Service Delivery
  Manager drafted.
• Service Desk job ageing analysis and incident
  turnaround times by severity implemented.
• New Service Status Page and Start of Day
  procedure launched.
• Participants for ITIL Wave 3 classes on21-23
  and 26-28 November confirmed.
• Leisure Management System handed over to
  operational BAU.
• Confirmation and Clearing Wrap Up meeting held
  with Academic Registry.
• Campus Cards shipped to Burrals for distribution
  to students week 10-14 December.

• Forthcoming Work
• Requirements for university Critical Incident
  Management exercise to be held 19th and 20th
  December have been discussed. This clashes
  with planned power outage which will affect
  network connectivity on morning of 19th.
  Solution to be finalised.
• Implement Out of Hours Support for Victory,
  Student Portal and Student email as of 2nd
  November.
• Kick off meeting with Marketing for preparation
  of project Brief for a CRM system.
• SDM Meeting on 30th November to be dedicated to
  detailed review of student services.
• 4th December target for HR/Payroll project
  final vendor selection workshop.

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Central Service Delivery October 2007
Customer Projects
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Central Service Delivery October 2007
Customer Requests
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Central Service Delivery October 2007
IS Projects
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Central Service Delivery October 2007
Customer Feedback
Staff
Students

• Activities and Plans
• n/a
• Issues and Concerns
• n/a

• Activities and Plans
• Tuesday 18 Dec - learning teaching conference.
  Request from DCQE for servicestability on this
  date.
• Issues and Concerns
• Continuing need for communication and
  clarification about Office 2007 implementation
  and the 2003/2007 converters.

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CCI Faculty Service Delivery October 2007
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CCI Faculty Service Delivery October 2007

• Achievements
• SCAFM video editing facilities in Room 5.4 in
  Mercantile House upgraded and tested
• Samsung software associated with Plasma screens
  tested ready for roll out next month
• Screen and storage upgrade for Mercantile 4.02
  completed
• Video cameras for student loan inspected and
  tested
• Sol Cam now permanent member of CCi support team
• New build installed for PCs in Wiltshire sound
  lab
• Steve Bellinger and academics from CT attended
  Avid event at Pinewood Studios

• Forthcoming Work
• Upgrade of high end video editing suite
  in Mercantile including new shared video capture
  arrangement
• Further improvements to SCAFM video
  editing facility
• Installation of Max/MSP and Sibelius into
  Mac lab
• Replace present music and sound labs with
  new facility
• Investigation of more rational use of
  teaching software across faculty.
• Review of video editing and production
  teaching resources in ADM and CT
• Installation of replacement accessibility
  resources
• Installation of Samsung LCD information
  screens and distribution software in Portland and
  St Georges

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CCI Faculty Service Delivery October 2007
Customer Projects
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CCI Faculty Service Delivery October 2007ne
2007
Customer Projects
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CCI Faculty Service Delivery October 2007
IS Projects
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CCI Service Delivery October 2007
Customer Feedback
Staff
Students

• Activities and Plans
• Considerable investment by the faculty to
  improve the environment in Mercantile teaching
  areas continues
• New and upgraded projection facilities in
  various buildings
• Software upgrades for Architecture software
• TV station operated by students to be included
  in curriculum for CT students
• Improvement of the Mercantile reception area
• Issues and Concerns
• Proposed air conditioning improvements to the
  majority of Mercantile labs delayed again, due to
  prospect of longer term re-build
• Discontinuation of previous Macromedia licences
  may affect teaching in second semester

• Activities and Plans
• Decision on Faculty long term strategic bids
  deferred until November
• Research Assessment Exercise successfully
  concluded
• Common policy for loan of video production
  equipment across faculty to be developed
• Refurbishment of Mercantile House continues
• Terry King has been appointed as Faculty
  eLearning developer
• Issues and Concerns
• Delayed receipt of equipment requires
  commissioning while labs in use
• Inconsistent equipment loan arrangements for
  students
• Safety concerns regarding windows in Mercantile

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Humanities Faculty Service Delivery October 2007
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Humanities Faculty Service Delivery October 2007

• Achievements
• Also see CUSTOMER PROJECTS section.
• Inductions and support for first student usage
  of computer labs completed satisfactorily. No
  issues.
• ServiceDesk outstanding job levels low.
• All hardware and software Summer purchases
  installed.
• New orders underway with the release of capital
  to the faculty.
• TDA Test Centre contract reviewed and amendment
  and acceptable use conditions fulfilled/agreed.
• FLTC eLearning Sub-group met and Faculty
  eLearning Timeout Day held
• Attended meetings of School Managers and
  Technicians, Faculty Learning and Teaching
  committee, eLearning sub-group, School IT User
  Groups, Dean and Faculty Manager to discuss any
  issues and pass on IS IT information.

• Forthcoming Work
• Main items in CUSTOMER PROJECTS section.
• New orders include bringing second facility up
  to Newsroom standard and providing mobile
  facilities and appropriate software for Online
  Course Developers and Co-ordinator
• Teaching rooms in St Georges to be brought up to
  University Pooled Room standard.
• Translation conference in Park on Saturday
  November 10th.
• Review of Foundation Direct requirements within
  Humanities.
• Continuing review of Facultys IT assets and
  software usage (inc Macromedia).
• L drive space and usage review
• Looking for additional accommodation space for
  team. Need short term accommodation for trainee.

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Humanities Faculty Service Delivery October 2007
Customer Projects
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Humanities Faculty Service Delivery October 2007
Customer Projects
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Humanities Faculty Service Delivery October 2007
Customer Requests
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Humanities Faculty Service Delivery October
2007
IS Projects
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Humanities Faculty Service Delivery October
2007
Customer Feedback
Staff
Students

• Activities and Plans
• Faculty e-learning development the major issue
  at present, coupled with provision of and for
  Online Course Developers.
• Faculty/school capital expenditure plans
  underway and orders in for hardware and software.
• Upgrade of St Georges and Park buildings
  non-pooled space teaching rooms planned and
  budgeted.
• Issues and Concerns
• Access to IT facilities for remote franchised
  college students and lay members of committees.
• Upgrade of Sigma telecomms.
• Co-ordinated Faculty changeover to Office 2007
  of remaining staff.
• L drive usage and out of space.

• Activities and Plans
• Preparation for the second and third years of
  Journalism students and the newsrooms/virtual
  newsrooms strategy.
• Issues and Concerns
• Maintenance and allocation of a range of
  language software in Park language labs.
• Wireless drop out in St Georges

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PBS Service Delivery October 2007
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PBS Service Delivery October 2007

• Achievements
• Setup of Virtual Server underway.
• Deployment of a large volume of the new staff
  equipment.
• New survey software installed.

• Forthcoming Work
• Continuing process of seconding faculty
  technicians to IS.
• University printing service.
• Continue to deploy new computing equipment to
  staff.
• Deploy new PCs to all PBS owned Lecture theatres
  and seminar rooms.

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PBS Service Delivery October 2007
Customer Requests
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PBS Service Delivery October 2007
IS Projects
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PBS Service Delivery October 2007
Customer Feedback
Staff
Students

• Activities and Plans
• Preparing for RAE
• Issues and Concerns
• Delays in equipment being deployed
• Lack of Office 2007 training/documentation for
  staff and students.
• Validity of data in the staff portal
• Portal Performace
• The time it takes to turn around Campus cards
  applications
• Compatibility of Office 2007 with WebCT

• Activities and Plans
• Issues and Concerns
• Password expiration/changing problems
• Portal performance
• WebCT access difficulties (especially distance
  learners)

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Science Faculty Service Delivery October 2007
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Science Faculty Service Delivery October 2007

• Achievements
• Andy Bracher has been appointed as our new
  Service Delivery Analyst
• Student Registration/induction
• Resilience measures for Dentistry Patient
  Management System implemented
• First wave of trainees now placed in permanent
  positions within IS

• Forthcoming Work
• Biology Frog Centre managed Vmserver
  finalisation
• Re-structure Science Faculty departmental
  containers
• Installation of new Geography staff printers
• Assessment event in November to recruit 4 new
  trainees
• Geography software to be installed in Portland

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Science Service Delivery Sept. 2007
Customer Projects
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Science Service Delivery September 2007
Customer Projects
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Science Service Delivery September 2007
Customer Requests
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Science Faculty Service Delivery October 2007
Customer Feedback
Staff
Students

• Activities and Plans
• Next summer room refurbishments being discussed
• First Faculty IT Committee meeting, of the
  academic year, scheduled to take place in
  November
• Issues and Concerns
• Limitation on student timetable view with the
  Portal, presently students are only allowed
  access to the current week 1. This is
  considered not adequate for the needs of our
  students.
• Concerns raised over problems within the various
  functions of the Portal ,WebCT, Jupiter and Juno
• Staff admin rights and no-restrictions policies
  not working correctly

• Activities and Plans
• N/A
• Issues and Concerns
• Password expiration/changing problems
• WebCT access difficulties

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Faculty of Technology Service - October 2007
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Faculty of Technology Service Delivery - October
2007

• Achievements
• All labs setup and ready for teaching. Including
  ECDL, Comms and Codas labs.
• MS Project and Visio installed on all student
  facing PCs.
• All services from Tech1 up and running on Betel
  or Faculty servers.
• First VM Managed Server provided to ICG as a
  replacement to Rimmer.
• MSDNAA now available, an audit of licences
  already used will have to be completed before the
  service is advertised.
• IS Services Status web page launched
  http//servicedesk.port.ac.uk/servicestatus/

• Forthcoming Work
• Stuart Graves and John Randall to work with
  Finance to develop a process for standardised IT
  inventory and security marking, first meeting
  completed.
• 274 Student facing faculty PCs to be replaced
  by the next academic year.
• Student IT Meetings to resume. Could I please
  ask for the details of you student reps..
• Mar 08 Users of all Macromedia products will
  have to purchase new licences if they wish to
  continue using them. Adobe Suite is 100 per PC.
  Microsoft alternatives are being investigated.

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Faculty of Technology Service Delivery - October
2007
Customer Projects
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Faculty of Technology Service Delivery - October
2007
Customer Requests
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Faculty of Technology Service Delivery - October
2007
IS Projects
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Faculty of Technology Service Delivery - October
2007
Customer Feedback
Staff
Students

• Activities and Plans
• No feedback.
• Issues and Concerns
• Mac users have expressed concerns over the lack
  of a Mac MS Office 2007 converter.
• SoC are annoyed that some requested semester one
  software packages are still not available for
  teaching.

• Activities and Plans
• Mo Adda now responsible for Hardware and
  Software purchases for SoC.
• Issues and Concerns
• ECE Students are unhappy that the present free
  printing allowance is only 200 pages. They feel
  that 400 is more appropriate.

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Status Legend
Improving but seriously behind
target Seriously behind target
Improving but not yet reaching target Not yet
reaching target Worsening and not reaching
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