IT Service Management at Cardiff University Andrew Coleman,
IT Service Management at Cardiff University Andrew Coleman, Head of IT Service Management ITSM - Where we fit into the structure? Director Director of of University University IT IT David David Edwards Edwards Assistant
Assistant Director Director of of Service Service and and Operations Operations Owen Owen Hadall Hadall IT IT Service Service Desk Desk Paul
Paul Bailey Bailey Change Change & & Release Release Jenny Jenny Brister Brister IT IT Service Service Management Management
Andy Andy Coleman Coleman ITSM Duties Service Service Introduction Introduction High/Major/Security High/Major/Security Incident Incident Management Management
Problem Problem Ticket Ticket Management Management Service Service Decommissioning Decommissioning IT Service Management Escalation
Escalation & & Complaint Complaint Management Management IT IT Service Service Definitions Definitions & & Catalogue Catalogue
Availability Availability & & Performance Performance Management Management Requirements Requirements Capture Capture & & Service Service Improvement Improvement
IT Service Management at Cardiff University IT Service Catalogue The IT Service Catalogue At the heart of everything we do What makes it into the IT Catalogue do you list everything ? Our solution 2 catalogues : A Customer Services Catalogue A Technical (Backend)
Catalogue What makes it into the Customer Service Catalogue ? Can a (non-IT) member of staff or student phone the Service Desk and ask for it ? If yes, it goes in the Service Catalogue! What makes it into the Customer Service Catalogue ? Is it something that the customer.. doesnt see, cant request, but is essential in provisioning or
underpinning the customer service If yes, it goes in the Technical Catalogue! Within our IT Service Desk Software Will be differentiated at Level 0 : TechCat -> Data Centre Services -> Cooling BusCat -> Communications & Collaboration -> Email & Calendar Advantages of this approach Calls can be opened in terms of impact to the customer (e.g. Printing), but closed in terms technical component
(e.g. Firewall) Self service portal customers will only see items they can request Allows appropriate and targeted reporting (Customer & Technical reports) e.g. Technical Catalogue Identity Management e.g. Component
Service Catalogue Configuration Management Database e.g. Managed Database Services Access Management ADFS eDirectory - ACACIA Cluster Services
IDWeb DNS Oracle IDMan DB Shibboleth LDAP eDirectory - POBLOGI Active Directory - ADD Active Directory - ID DirSync eDirectory - JCCS e.g. Config Item
IDMan mnscdbc21 zedir21 x Many PP40-DC-ICX661048POE IT Service Catalogue the customer view Highly searchable content to aid discoverability (intranet) Fully detailed service descriptions
Part of formal Service Level Agreements Files: IT Service Catalgoue v1.7 BLS SLA IT Service Catalogue the customer view Each service has been classified in terms of importance, which dictates support and response times IT Service Catalogue the IT view Each Service has agreed Service Requests (>900 of them) Each Service Request has a target KPI
Each Service Request has an agreed first resolver team Each first resolver team is coded into Service desk Each Service has an agreed Service Manager & Deputy, Technical Lead & Deputy and an agreed Business Owner Files: IT Service Catalogue - SR Timings - v1.7 Common Services vs Managed Services (Direct vs Indirect) University IT Estates
Common Services Provided directly by University IT Email Query Staff, Students, Visitors Common Services vs Managed Services (Direct vs Indirect) University IT Estates Door Access Query
(New ID Card) Staff, Students, Visitors Common Services vs Managed Services (Direct vs Indirect) IT Component Query (Printer not working) Estates University IT Managed Services IT Infrastructure
and Support provided by IT Door Access Query (New ID Card) Staff, Students, Visitors but service itself is provided by another department Common Services vs Managed Services (Direct vs Indirect)
IT Service Management at Cardiff University Service Reporting Customer Reporting Management Reporting IT Service Management at Cardiff University Requirements & Service Improvement Review & respond in 10 working days
IT Service Catalogue Email to LCRs Email to School Managers Intranet Requirements Routing - Workflow Hold No Reqt Enough
info? P&P - PMO S&O Service Desk [ Relevant Technical Team ] Project Pipeline Service Request IT Work Request No Yes
Current service? Yes Yes Yes Service request? Change request?
No No Service Improvement S&O Service Management ITSM - Where we fit into the structure? Questions ? Andy Coleman, Head of IT Service Management
FOCUSED ACTS OF IMPROVEMENT. The vision of the school which is created from what we expect students to know and be able to do, values and beliefs of the staff, and the purpose and mission of the school, must be...
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