Information Services Operations Report

1
Information ServicesOperations Report

• May 2007

2
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

3
Information Services Operations Report
SummaryMay 2007
4
Summary by Faculty May 2007
5
Summary by KPI May 2007
6
Central Service Delivery Review May 2007Dave
Rowen - SDM
7
Central Service Delivery KPI Summary June 2006
Central Service Delivery KPI Summary May 2007
Notes
8
Central Service Delivery KPI Summary May 2007
9
Central Service Delivery KPI Summary May 2007
10
Central Service Delivery KPI Summary May 2007
11
Central Service Delivery KPI Summary May 2007
12
Central Service Delivery KPI Summary May 2007
Outage Log
13
Central Service Delivery KPI Summary May 2007
Service Incident Jobs outstanding over 100 days
14
Central Service Delivery KPI Summary May 2007
Service Incident Jobs outstanding over 50 days
15
Central Service Delivery KPI Summary May 2007
Service Incident Jobs outstanding over 20 days
16
Central Service Delivery KPI Summary May 2007
Service Incident Job Ageing Analysis
17
Central Service Delivery KPI Summary May 2007
Service Request Job Ageing Analysis
18
Central Service Delivery KPI Summary May 2007
Service Incident Turnaround Time Analysis
Target Turnaround Times Severity 1 - 8
hours Severity 2 - 24 hours Severity 3 - 5 days


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Central Service Delivery KPI Summary May 2007
Service Request Turnaround Time Analysis
Target Turnaround Times Priority 1 - 1
day Priority 2 - 5 days Priority 3 - 15 days
20
Central Service Delivery KPI Summary May 2007
Notes
21
Central Service Delivery Mobile Computing
Service Group - May 2007
Wireless Service
ResNet Halls Phone Services
Monthly total for all Wireless RADIUS
Authentication Re-authentication requests,
including when roaming.
22
Central Service Delivery Corporate Applications
and LAN Systems KPI Summary May 2007
23
Central Service Delivery May 2007

• Achievements
• COMPEL Replacement Board held 23rd May mainly to
  review cost case.
• SAN migration testing mostly completed and
  negotiations for go-live date started.
• Support given to Sports and Recreation for
  review of LMS tenders. MRM and Delta visited on
  17th and 24th May respectively to present
  products.
• Attendance at fortnightly Summer Works meetings
  run by Estates started on 24th May.
• Draft service description for Groupwise
  Mobile/PDA Support prepared.
• Informal meetings held with Jeannie Carter and
  Joe Docherty.
• Meeting held with Janet Wilmot and the Library
  IT Assistants. Matt Green introduced in his new
  wider role for open access areas.

• Forthcoming Work
• Initial meeting to be held 18th June with all
  SDMs to discuss terms of reference and approach
  for building the Service Catalogue.
• Meeting with Matt Green and Dorothy Corrick is
  planned to discuss Open Access phase 1
  operational implementation and interlock with
  project phase 2.
• Service Description for Groupwise Mobile/ PDA
  Support to be published.
• Competitive Edge meeting with Marketing
  scheduled for 19th June.
• Meeting with Valda Bunker scheduled for 21st
  June to discuss all-staff bulletins.
• ITIL Overview to be presented to ITC on 27th
  June.

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Central Service Delivery May 2007
Customer Projects
25
Central Service Delivery May 2007
Customer Requests
26
Central Service Delivery May 2007
IS Projects
27
Central Service Delivery May 2007
Customer Feedback
Staff
Students

• 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.
• Issues and Concerns
• L Drive space particularly in Campus
  Services.
• Some questions now arising about support for
  Office 2007

• Activities and Plans
• n/a
• Issues and Concerns
• Availability of computers in the open access
  areas.

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Corporate / Lan Systems Legend
Complete
29
Corporate / Lan Systems Legend
Complete
30
PBS Service Delivery Review May 2007Barrie
Miles - SDM
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PBS Service Delivery KPI Summary May 2007
32
PBS Service Delivery May 2007

• Achievements

• Forthcoming Work
• Continuing process of seconding faculty
  technicians to IS.
• Deploy new MFDs throughout Richmond.
• University printing service.
• Redesign first floor study area to include some
  social space.

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PBS Service Delivery May 2007
Customer Requests
34
PBS Service Delivery May 2007
35
PBS Service Delivery May 2007
IS Projects
36
PBS Service Delivery May 2007
Customer Feedback
Staff
Students

• Activities and Plans
• Preparing for BOEs
• Preparing for LT week
• Issues and Concerns
• Jupiter

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

37
Creative and Cultural Industries Faculty Service
Delivery Review May 2007Ed Kopinski - SDM
38
CCi Faculty Service Delivery KPI Summary May
2007
39
CCi Faculty Service Delivery May 2007

• Achievements
• Team coped well providing support to students
  during intensive periods leading up to hand in
  dates for course works and supporting
  examinations in computer labs. Continued coverage
  for departmental technical support technician on
  long term sick leave.
• Two team members now through ITIL.

• Forthcoming Work
• Significant lab re-organisation likely
  during summer vacation.
• Move of Virtual Reality lab from Lion
  Gate to Eldon.
• Rationalisation of teaching software
  across faculty.

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CCi Faculty Service Delivery May 2007
Customer Projects
41
CCi Faculty Service Delivery May 2007
IS Projects
42
CCi Faculty Service Delivery May 2007
Customer Feedback
Staff
Students

• Activities and Plans
• VR lab to be sited in Eldon Building
• Transfer of digital media courses from ADM to CT
• Eager adoption of recommended phones and PDAs by
  faculty
• Issues and Concerns
• Pressures on large format printing facility at
  peak times
• Implications of OA and pooling labs in Portland
• Technical staff changes in faculty

• Activities and Plans
• Design for Interactive Media website showcase
  for students
• Facilities held up well during very demanding
  period
• Rationalisation of hardware and software across
  video editing in particular
• Issues and Concerns
• Strength in depth issues in support team

43
Humanities Faculty Service Delivery Review May
2007Brian Greenwood - SDM
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Humanities Faculty Service Delivery KPI Summary
May 2007
45
Humanities Faculty Service Delivery May 2007

• Achievements
• ServiceDesk outstanding job levels are very low.
• The Sigma server is now ready for installation
  in London on Tuesday 19th June.

• Forthcoming Work
• A School IT User Group meeting was held with
  SSHLS. The other 3 schools user groups are to
  come shortly in order to review their past year,
  finalise plans for Summer work and Autumn
  induction, and complete purchases for this
  financial year.
• Support for school events and the Learning
  Teaching Conference week in June. Schools are
  short of technicians at the moment!
• A new server for the TDA exam operation is to be
  delivered and installed in June.
• The second stage of the Newsroom development has
  been agreed and final plans are being implemented
  and purchases made.
• The order for laptops, tablets and PDAs as a
  result of a successful bid for 25K TDA funding
  by SECS is being prepared
• A review of Access databases in the faculty is
  being prioritised.
• - A new version of the Melissi software in the
  language labs is imminent and further
  consideration will be given to remote usage by
  students.

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Humanities Faculty Service Delivery May 2007
Customer Projects and Requests
47
Humanities Faculty Service Delivery May 2007
IS Projects
48
Humanities Faculty Service Delivery May 2007
Customer Feedback
Staff
Students

• Activities and Plans
• Preparations are being made for staff moves
  within St Georges prior to refurbishment.
• development of e-learning structure and WebCT
  usage
• Preparations for Learning and Teaching
  Conference
• Issues and Concerns
• Replacement funding for Teaching Rooms after
  Open Access change
• Technical support during staff recruitment
  restrictions.

• Activities and Plans
• Preparation for new academic year and induction
  issues
• Issues and Concerns
• Use of Park 3.04 for Clearing and effect on
  Summer courses

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Science Faculty Service Delivery Review May
2007Dorothy Corrick - SDM
50
Science Faculty Service Delivery KPI Summary
May 2007
51
Science Faculty Service Delivery May 2007

• Achievements
• Frog centre (Gene research) successful
  meeting with researchers to discuss IT resources
  and requirements
• James King sat and passed the ITIL foundation
  exam

• Forthcoming Work
• Re-constituion of departmental monthly meetings
  to include technical staff
• Arranging monthly meeting with Research staff
  groups
• Preparations for Graduation in Park

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Science Service Delivery May 2007
Customer Projects
53
Science Service Delivery May 2007
Customer Projects
54
Science Service Delivery May 2007
Customer Requests
55
Science Service Delivery May 2007
IS Projects
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Central Service Delivery May 2007
Customer Feedback
Staff
Students

• Activities and Plans
• King Henry Building refurbishment
• Issues and Concerns
• the need for flexible admin rights

• Activities and Plans
• n/a
• Issues and Concerns
• Coursework deadlines and availibilty of open
  access PCs .

57
Faculty of Technology Service Delivery Review
May 2007Stuart Graves - Service Delivery Manager
58
Faculty of Technology Service Delivery KPI
Summary - May 2007
59
Faculty of Technology Service Delivery KPI
Summary - May 2007

• Achievements
• All of the team worked extremely hard to ensure
  that the Large Format Printing was completed in
  time for student deadlines. This year was the
  busiest I have experienced since taking over the
  running of the service. Even during this
  extremely heavy workload the system performed
  well. I would like to thank all the staff who
  assisted us during this period including our IS
  technicians, Caretakers and Academic colleagues.
• Following concerns highlighted over the over
  running of backups on Tiger the solution put in
  place to prevent this happening during the exam
  period was successful and all exams were carried
  out without further issue.

• Forthcoming Work
• Marc Ezekiel to carry out a complete review of
  the Comms Lab, its usage and setup.
• Compile list of all software that requires
  purchasing or upgrading, ready for the beginning
  of teaching in Semester 1.
• Install new PCs in Liongate - Discussions on
  going.

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Faculty of Technology Service Delivery KPI
Summary - May 2007
Customer Projects
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Faculty of Technology Service Delivery KPI
Summary - May 2007
Customer Requests
62
Faculty of Technology Service Delivery KPI
Summary - May 2007
IS Projects
63
Faculty of Technology Service Delivery KPI
Summary - May 2007
Customer Feedback
Staff
Students

• Activities and Plans
• The Faculty of Technology hosts it annual
  Teaching and Learning Conference on June 27th,
  the title this year being Flexible Learning and
  features amongst many others our very own Matthew
  Green from Connect UP.
• Issues and Concerns
• Nothing raised.

• Activities and Plans
• n/a
• Issues and Concerns
• Nothing raised

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Status Legend
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
Improving but not yet reaching target Not yet
reaching target Worsening and not reaching
target