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University of Edinburgh’s Help, Advice & Training Bryan MacGregor Head of Operational Services User Services Division Information Services 22 nd September 09

IS Support - Bryan MacGregor

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Page 1: IS Support - Bryan MacGregor

University of Edinburgh’s Help, Advice & Training

Bryan MacGregor

Head of Operational Services

User Services Division

Information Services

22nd September 09

Page 2: IS Support - Bryan MacGregor

Information ServicesOrganisation as at July 2006

Vice Principal

for Knowledge

Management& Librarian

Library &

Collections

Library User

Services

IT User

Services

IT Infra-

structure

Edina & Data

Library + Digital

CurationCentre

Page 3: IS Support - Bryan MacGregor

Information ServicesOrganisation as at March 2007

Vice Principal

for Knowledge

Management& Librarian

Library &

Collections

Library User

Services

IT User

ServicesApplications

IT Infra-

structure

Edina & Data

Library + Digital

CurationCentre

Page 4: IS Support - Bryan MacGregor

Improve Awareness of IS Help ServicesNo. 1 - Improve awareness amongst UsersNo. 2 - Improve awareness amongst IS and School/Unit staff

Embracing the ITIL frameworkNo. 3 - Adopt ITIL framework for service management improvementNo. 4 - Publish and maintain an active Business Service Catalogue

The New IS Help ServiceNo. 5 - Redefine the IS Help ServiceNo. 6 - Provide relevant, up-to-date and clear Self-Help pagesNo. 7 - Develop a network of IS Helpdesks & establish an IS HelplineNo. 8 - Confirm the second-line support network and managementNo. 9 - Ensure effective communication of Service Alerts& Updates

Help in Schools and Other UnitsNo. 10 - Schools/Units to declare own frontline help layers

The Next StepsNo. 11 - Procure a Service Management Software packageNo. 12 - Establish IS User Services Organisational StructureNo. 13 - Address IS staff training and development needsNo. 14 - Re-evaluate help available for laptops

Help & Support Review - July 200814 Main recommendations

Page 5: IS Support - Bryan MacGregor

Information ServicesNew User Services DivisionFrom August 09

Director

IS HELP DESK Staff @ Main Library

IS Helpdesk Manager (M. L.)

IS HELP DESK Staff @ sites

2nd line IT support, advisory to Support Groups andService Management Improvement

Training & Skills Development

Business Administrator Divisional Assistant

Deputy Director

College and School Consultants for Library, eLearning and IT

IS HELPLINE Staff

Head of Help

Services

IS HelplineManager

IS HelpdeskManager (Sites)

Head of Operational

Services

Head of Learning Services

Head of CMVM Team

Head of CHSS Team

Head of CSE Team

IS-Skills Programme Manager

IT Support ManagerTechnology Enhanced

Learning Manager

TechnologyEnhanced Learning

College and School Consultants for Library, eLearning and IT

College and School Consultants for Library, eLearning and IT

Page 6: IS Support - Bryan MacGregor

For Help

Key:IS Frontline HelpIS 2nd Line SupportLocal frontline helpLocal 2nd line support

User

Page 7: IS Support - Bryan MacGregor

For Training & IS Skills development

Key:IS Learning & Consultancy Services IS Operational & Divisional staffLocal frontline Local 2nd line

User

Page 8: IS Support - Bryan MacGregor

For Advice and Consultancy

Key:IS Consultancy ServicesIS Operational ServicesLocal frontline Local 2nd line

User

Page 9: IS Support - Bryan MacGregor

Holyrood

Central Area

Kings Buildings Little France

SG AdvisoryCHSS/CMVM

ConsultOps Staff

CHSS ConsultOps Staff

CMVM & OpsStaff

Ops Staff

Bush Estate

Western General H

Ops Staff

CSCE ConsultOps Staff

Page 10: IS Support - Bryan MacGregor

Operational Services – primary roles

• 2nd line IT Support – various locations

• Establish and co-ordinate 2nd line network

• File server systems administration

• Desktop Service Delivery

• Advisory to the three Support Groups

• Service Management Improvement Programme

• Project involvement

• Smartcards