University of Edinburgh’s
Help, Advice & Training
Bryan MacGregor
Head of Operational Services
User Services Division
Information Services
22nd September 09
Information Services
Organisation as at July 2006
Vice
Principal
for
Knowledge
Management
& Librarian
Edina &
Data
Library Library IT IT
Library +
& User User Infra-
Digital
Collections Services Services structure
Curation
Centre
Information Services
Organisation as at March 2007
Vice
Principal
for
Knowledge
Management
& Librarian
Edina &
Data
Library Library IT IT
Library +
& User User Applications Infra-
Digital
Collections Services Services structure
Curation
Centre
Help & Support Review - July 2008
14 Main recommendations
Improve Awareness of IS Help Services
No. 1 - Improve awareness amongst Users
No. 2 - Improve awareness amongst IS and School/Unit staff
Embracing the ITIL framework
No. 3 - Adopt ITIL framework for service management improvement
No. 4 - Publish and maintain an active Business Service Catalogue
The New IS Help Service
No. 5 - Redefine the IS Help Service
No. 6 - Provide relevant, up-to-date and clear Self-Help pages
No. 7 - Develop a network of IS Helpdesks & establish an IS Helpline
No. 8 - Confirm the second-line support network and management
No. 9 - Ensure effective communication of Service Alerts& Updates
Help in Schools and Other Units
No. 10 - Schools/Units to declare own frontline help layers
The Next Steps
No. 11 - Procure a Service Management Software package
No. 12 - Establish IS User Services Organisational Structure
No. 13 - Address IS staff training and development needs
No. 14 - Re-evaluate help available for laptops
Information Services
New User Services Division
From August 09
Director
Business Administrator
Deputy Director
Divisional Assistant
Head of Head of Head of
Help Head of CHSS Head of CMVM Head of CSE
Operational Learning
Services Team Team Team
Services Services
IS Helpdesk IS Helpdesk IS Helpline IS-Skills Programme Technology Enhanced
Manager (M. L.) Manager (Sites) Manager IT Support Manager
Manager Learning Manager
IS HELP IS HELP IS HELPLINE 2nd line IT Training & Technology College and College and College and
DESK Staff @ DESK Staff Staff support, Skills Enhanced School School School
Main Library @ sites advisory to Development Learning Consultants Consultants Consultants
Support for Library, for Library, for Library,
Groups and eLearning eLearning eLearning
Service and IT and IT and IT
Management
Improvement
For Help
Key:
IS Frontline Help
IS 2nd Line Support
Local frontline help
Local 2nd line support
User
For Training & IS Skills development
Key:
IS Learning &
Consultancy Services
IS Operational &
Divisional staff
Local frontline
Local 2nd line
User
For Advice and Consultancy
Key:
IS Consultancy
Services
IS Operational
Services
Local frontline
Local 2nd line
User
Western General H
Ops
CHSS Consult
Staff
Ops Staff
Holyrood
Central Area
SG Advisory
CHSS/CMVM
Consult
Ops Staff
CSCE Consult CMVM
Ops Staff & Ops
Staff
Ops Staff
Bush Estate
Kings Buildings Little France
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