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					                Improving standards in ICT
                         support

                                    HE perspective
                                        Tony Shaw
                    Dir. Network and Information Systems Management
                                   University of Paisley



SFEU - Improving standards in ICT support                       University of Paisley   1
  Overview
           HE vs FE
           Quality issues illustrations
            help desk and software
            user surveys
            Service Level Agreements (SLAs)
            selective outsourcing
           What next?




SFEU - Improving standards in ICT support     University of Paisley   2
  HE vs FE
           Typical     ICT environment
                 Student labs
                 Staff desktops
                 ‘the network’
                 Dept facilities/research
                 Information resources inc applications
                 Procurement, security, data protection,…



SFEU - Improving standards in ICT support           University of Paisley   3
  HE and FE – improving ICT
           Some       basic issues
                 standards inc h/w and s/w core products
                 managed support
                 operations separate from development
                 ICT planning process
                 leadership of strategic ICT developments for
                   business
                 budgets, staffing, procurement, suppliers,…


SFEU - Improving standards in ICT support            University of Paisley   4
  Quality issue – help desk
           signs to consider
               staff too helpful? not helpful enough?
               slave or service culture?
               how many staff do we need?
               shared understanding of requirements?


           help desk s/w - the fundamental             tool
               basis for operations
               basis for measurement
               basis for improvements



SFEU - Improving standards in ICT support                      University of Paisley   5
  User surveys
           provides feedback
               but from who?; what not how


           what is being measured?
              just about managing the perception?
              measuring relative change


           will       it make a difference?
                      learning to manage the perception is important




SFEU - Improving standards in ICT support                              University of Paisley   6
  service level agreements (SLAs)
           cleardefinition of basic service requirements
           benefits for customer and provider
           helps establish shared understanding of
            problems and requirements
           underpins IT planning
           helps support ‘working with’ culture




SFEU - Improving standards in ICT support        University of Paisley   7
  SLA illustration
           faculty SLAs
               audit service
               additional software support inc manufacturer liaison
               procurement


                 IT planning process - the planning template




SFEU - Improving standards in ICT support                     University of Paisley   8
  selective outsourcing
           what is it?
              carefully defined subset of service
          a       quality issue
                      resources, stress, business objectives…
                      new demands on existing arrangements?
           examples
               Wide Area Network
               network management service
               student remote access and email pilot
               ITT for Falkirk and Ayr College WANs
               nism.paisley.ac.uk/JTAP562


SFEU - Improving standards in ICT support                       University of Paisley   9
  outsourcing issues
           supplier management
               staff skills, supplier staff,…
           market factors
              problems of choice in the Scottish market?
              scale issues - scope for consortia?
              communications market turmoil
           future?
                increase in SME market, phones, hosting,…?




SFEU - Improving standards in ICT support                    University of Paisley   10
  What next?
           Portal focus increases need for quality
               (might be VLE/MLE or separate product)
               increased access and dependence on ICT
               high visibility of problems
           fundamental                     technical framework for
               business
                      dramatic changes in role and management may be
                      required
                      see A New Business Architecture for the University of
                      California



SFEU - Improving standards in ICT support                             University of Paisley   11
  finally -
           further   information on the JISC funded
               project can be found via
                      nism.paisley.ac.uk/jtap562

                      tony.shaw@paisley.ac.uk




SFEU - Improving standards in ICT support          University of Paisley   12

				
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posted:11/26/2011
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