University of Edinburgh’s Help, Advice & Training
Bryan MacGregor
Head of Operational Services
User Services Division
Information Services
22nd September 09
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
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
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
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
For Training & IS Skills development
Key:IS Learning & Consultancy Services IS Operational & Divisional staffLocal frontline Local 2nd line
User
For Advice and Consultancy
Key:IS Consultancy ServicesIS Operational ServicesLocal frontline Local 2nd line
User
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
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