iss by stariya


									                                   University of Leeds – Information Systems Services
                                                 ISS Update, March 2000
                              ISS Management Team and Communications Team Confidential

 Below is a draft for an A3 folded colour insert for next edition of The Reporter. Comments on structure
 and content are invited. The two diagrams are as widely communicated internally last year (Appendix 1 &


 A new way forward for ISS
 Information Systems Services (ISS) has been formed from the UCS, ACS and the MAIS Programme. We
 aim to provide IT and business solutions for users by offering services targeted at their current and future
 needs. By working with users, clients and those people with IT skills outside ISS, we will provide a service
 that is wider, more complete and better value for money than before. This document describes some of the
 key changes that have happened and how we will work with users to deliver this service.

 ISS plans to become a more active partner, one who helps to develop wide-ranging solutions from
 conception through development to installation. These will cover areas such as strategy, business
 processes, infrastructure, systems, advice and support. By doing this we can more actively assist the
 University‟s strategic aims in Research, Learning and Teaching and new „third arm‟ activities. Above all,
 we must be able to deliver a service that is visible, customer-focused and provides long-term value for
 money. A fundamental part of this will be publishing agreed plans and measures of performance.

 We have just completed an extensive re-structuring exercise based on the services we need to offer. To
 help implement this, significant commitment and effort will be channeled into staff development and
 training. We recognize the need to communicate the changes to our clients, both individually and as
 groups. We plan to develop consistent and efficient communication and decision-making processes and to
 continue to ensure that the University obtains the service it needs.

 How we will work with our users
 To turn the vision into reality, we have reviewed the way we deliver our services. Our new delivery model
 ensures that:
 -        we will work in conjunction with users to define the optimum solution for their needs
 -        the solution is delivered to time and budget
 -        we provide a consistency of approach, planning and communication

 The key is the central delivery process. By following these steps, whether formally for large projects or as
 a mental checklist for small changes, we will ensure mutually agreed solutions are designed and delivered.

                                                       This must be the

Customer Groups           Work Types                 Process Steps                Resources         Services

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                                  University of Leeds – Information Systems Services
                                                ISS Update, March 2000
                             ISS Management Team and Communications Team Confidential


Management Board Membership
      Lynne Brindley. PVC for C&IT (Chair)
      Peter Bollands. MAIS Programme Director
      David Brook. Director of University Media Services
      Michael Cant. Director, Larch Consulting
      Colin Coghill. ISS Change Director (Chair of ISS Management Team)
      Dr. Jon Duke. Director of IT Planning
      Professor Brian Hoyle. School of Electronic and Electrical Engineering
      Matthew Knight. Director of Human Resources
      Professor Philip Taylor. Director of Institute of Communication Studies

Photos of Management Team (+ PSB, AJD and Nick Cook) with following text spread round (much
improved) diagram of structure:-

Account Managers
One of the main aims of the new ISS is to become more proactive and user-focused. A first step has been
to change our structure and introduce Account Managers to liaise between client units and ISS. They will
make sure that their needs are met as well as making sure they are getting value for money. Once the team
is complete, they will also be available to facilitate departmental IT strategies and provide impartial advice
on all aspects of IT. The team is led by Nick Cook (inset);, phone 5394, Room
6.30a EC Stoner.

Communication, both internal and external, is at the heart of our service delivery. With the new, more
visible, management structure now in place a climate of openness and sharing of knowledge is being
encouraged. Communication with all our users is of prime importance and we will review with them how
to improve this. We will continue to provide timely and relevant information through existing channels,
such as NewsFlash and the Connected newsletter.

Planning and Resources Office
The Office is responsible for both resource planning and scheduling of ISS work according to priorities
agreed between our clients and us. The office will help ensure that we:
-       Deliver work according to timescales agreed with them.
-       Provide them with accurate information about the progress of work.
-       Identify and apply any remedial action needed to ensure timely project delivery.
-       Work more closely with other areas of the University.
-       Demonstrate we are providing value for money.

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                                  University of Leeds – Information Systems Services
                                                ISS Update, March 2000
                             ISS Management Team and Communications Team Confidential

How this will help you
-         More active support of Research and Learning and Teaching
-         Plans and priorities developed in discussion with clients
-         Clearer definition of requirements and their impact
-         Clarity of services provided by ISS
-         Improved access to these services
-         A single provider for all mainstream Information Technology and System needs
-         Simpler and clearer communication
-         Improved work status reporting and monitoring
-         Improved service delivery
-         Demonstrable added value

Our service and staff will have improved:
-       Visibility
-       Reliability
-       Responsiveness
-       Efficiency
-       Flexibility
-       Accountability


Whilst all this change was going on, ISS…
   - was involved in the provision of data and telephony services in the major refurbishment of the
        Baines Wing and the Western Campus site.
   - managed the project to upgrade the Physics and Astronomy telephone and data network in time for
        their very successful QAA.
   - created a new machine room which will allow the University‟s IT infrastructure to continue to
        expand to meet our users‟ demands.
   - continues to operate the YHMAN regional network and successfully added a further 17 FE
   - successfully converted the Cohen Laboratory in the School of Chemistry into a state of the art
        computer cluster with 96 Windows NT machines.
   - undertook its most ambitious cluster installation programme ever during Summer 1999. ISS
        refurbished seven computer clusters with Windows NT PCs, comprising 330 new PCs and a
        further 430 PCs were upgraded to run Windows NT.
   - completed an aggressive programme of PC replacement in Central Administration to achieve
        complete transition to Windows NT.
   - successfully managed the university Year 2000 project. No significant “Y2k” problems happened
        with the New Year.
   - successfully implemented Phase 1 of the SAP finance and personnel system.
   - started development of the new Student Information Management System (SIMS) project.
   - continued "business as usual" work in terms of PC, UNIX and VAX server and desktop provision
        together with normal annual upgrade and enhancement programmes. Additionally, customer
        advice and support was given to over 40,000 active user names and more than 1,500 PCs in 35
   - Help Desk successfully responded to over 44,000 queries during the past year.

Our Future Plans
It is essential that we continue to provide the service that we currently deliver but also to enhance its
efficiency. A key part to this is to assess with all our clients and users the best ways of communicating.
Methods and contacts used by the UCS, ACS and MAIS need to be reviewed, updated if necessary and
agreed. As was said at the start, we want to become more visible: to share knowledge, learn from our
colleagues in other departments and demonstrate how Resource Centres obtain value from their

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                                  University of Leeds – Information Systems Services
                                                ISS Update, March 2000
                             ISS Management Team and Communications Team Confidential

contributions. Although it is early days and some of the processes still need developing, we are sure that
soon users and clients will see the positive impact that the new ISS is making.

It is recognised that the current funding and charging model that ISS uses no longer provides the clarity and
predictability that budget owners need. Hence, a Funding Review Group under the Chair of one of our
academic Board members is being set up. The aim is to develop a model that reflects core and
discretionary services and more closely aligns the cost of IT provision with Learning and Teaching and
Research. Finally, we want to start to develop shared plans with all our service users to ensure our goals
match yours and then to advise and help direct use of IT where this is wanted.

If you want further information on how we can work with you, please contact any of the people mentioned
in this sheet, telephone HelpDesk on x5666, come and visit us on Level 10 Computing Block EC Stoner or

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