The ITS organisation is based around five broad service areas. Each area owns a set of discrete services – each service has a Service Owner and a service Team. One service team can deliver more than one service, but they would normally be complementary to each other.
The service areas, services and service owners are:
|IT Services Director
|Head of Service Delivery
|Audio Visual||Jonathan Owen|
|Service Management||Shane Parsons|
|Service Desk, Desk-side and Self-Service||Jas Dhillon|
|Training, App Support and Call Centre||Angela Roxburgh|
|Deputy Director &
Head of Platform Engineering
|Web Publishing Development||Mat Mannion|
|Unix Platform Support||Yann Lawrence|
Sara Lever / Karen Mortimer
|Application Management||David Hall|
|Student Administration||Pat McLanaghan|
|Server Provisioning||Dean Hughes|
|Learning Systems||Russell Boyatt|
|Printing Services||Chris Wood|
|Head of Service Development||Mary Stott
|Business & Service Analysis||
|Project Management Office||James Farnhill|
|Head of Core Infrastructure
|Network & Telecomms||Shaun Buffery|
|IT Security||Stephen Shaw|
|Head of Cloud Services||Des Butcher|
|Identity Management - Development||Alan Braley|
|Identity Management BAU
|Application Delivery||Mark Miners|
|Management Information||Maria Crabtree|
|CRM||Ales Novotny/Simon Trejtnar|
ITS delivers approximately 24 discrete services that are described in our service catalogue.
Each service is managed by a Service Owner. Services are monitored through a monthly Service Review Board where all Service Owners meet with IT managers and staff who work with user groups.Some service have additional dedicated Service Boards where users of the service meet with the Service Owner and members of the service team.
A typical Service Review Board agenda would cover :
- General overview
- Incident report : trends, volumes, response and resolution times
- Service metrics review
- Service Improvement projects
- Status of current service improvement projects
- Proposals for future service improvement projects
- Resource monitoring, prioritization and allocation
- (Quarterly) Risk Management review
In addition to ITS roles and teams there are other groups within the University that influence the services to be delivered.
Faculty IT committees provide input through Service Boards and the Business and Service Analysis team – as well as providing more formal input through releant project and programme boards. Administrative and Professional Services Group also acts as a formal route to request service changes, updates and reports.
APSG is a formally constituted University committee and has responsibility for agreeing overall strategic direction in the development and allocation of information resources.