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IT Services Reorganisation

IT Services Reorganisation. John Richards Programme Manager, IT Services. Background. Information Systems (ISYS) ‏ Central IT services and infrastructure Developing central systems 94 staff. Departmental IT support Local IT support and infrastructure Developing local systems

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IT Services Reorganisation

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  1. IT Services Reorganisation John Richards Programme Manager, IT Services

  2. Background Information Systems (ISYS)‏ • Central IT services and infrastructure • Developing central systems • 94 staff Departmental IT support • Local IT support and infrastructure • Developing local systems • 85 staff, individuals or small teams, line managed locally

  3. Issues • Inconsistency • Variation in quality of service • Variation in budgets • Duplication • Lack of cover • Lack of training • Lack of career development • Difficult to make changes and improvements • “Us and them”

  4. History 2007 New IT Strategy identifies need for change May 2009 IT Service Review project initiated July 2009 University issues SPR vision statement August 2010 New structure approved Nov 2010 Key appointments made Feb 2011 Slotting complete April 2011 Service Desk and zones start May 2011 (nearly) all recruitment complete Internal launch event June 2011 Senior Users Group

  5. Objectives • Implement the new IT service organisation structure. • Reduce costs. • Build an organisation with a high quality customer service culture. • Produce clear definition of services and SLAs • Introduce new IT service management processes • Establish Senior User and Process Improvement Group

  6. New structure

  7. End-to-end service delivery Change Management Configuration and Asset Management Incident Management and Service Requests Problem Management Project Management

  8. Service Desk

  9. Zone Migrations

  10. Timeline

  11. We’ve done … We’re doing… We’re going to do… University-wide consultation Collecting asset info Zones defined Specific SLAs Generic SLA Benefits definition Setup Senior User Group Zone Team Leaders appointed Skills audit 7 Principles Planning zones New posts appointed Service Catalogue Create zone teams Structure approved Planning launch event Completing appointments SMT appointed IT Services Internal Launch 4 May Job descriptions evaluated Launch Service Desk 18 April Planning communications Slotting completed Managed Desktop Incident Management Processes defined ITIL training New name chosen Auditing local systems TOPdesk purchased Implementing TOPdesk TOPdesk training set up IT Services Main Launch August Change Management ITIL training set up TOPdesk training PRINCE2 training Get space for zone teams

  12. Issues • Account Management • Communication • SLAs • Budgets • 30% of desktop PCs are more than 5 years old; total replacement cost: > £2 million • Hardware budget transferred to IT Services for 2011/12: £515k • Interfaces: AV, E-learning, Web • Accommodation • Keeping change moving

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