CICS Service Strategy

Outline

• Aims• Service Catalogue• Process Management• Governance

Aims of CiCS Service Strategy

• Align IT Services to University objectives• Engage University in planning of IT services• Prioritise investment of resource• Understand cost (and value) of IT services • Understand and manage the risks

• ITIL Service Management Framework

Service Catalogue

Service Catalogue

Seven Service Areas:• Learning and Teaching• Research and Innovation• Communication and Collaboration• Help and Support• ICT Infrastructure• Corporate Information• Business Activity

Learning and Teaching

CiCS aims to provide a 'catalytic' role that enables the University to provide the best possible learning experience for its students (and teaching experience for its staff) by developing, encouraging and supporting the effective use of technology and space.

• Learning Spaces• Computing Facilities for Students• eLearning and Technologies• Support for Teaching

Research and Innovation

CiCS is committed to supporting research in all disciplines and strengthening relationships with all University researchers by facilitating collaboration, providing research computing facilities, supporting research applications, and helping departments with research costing management.

• Research Computers• Applications and Support• Research Costing and Administration

Communication and Collaboration

CiCS provides a wide range of tools and services to facilitate collaboration, communication and co-operation, from essential email and telephone services to more specialised tools such as myCalendar, myChat and uSpace.

• Email• Telephony• Websites• Calendaring• Video Conferencing• Social Networking• File Sharing• Portal (MUSE)

Help and Support

In addition to the 1-1 support available from the helpdesk, CiCS performs maintenance on IT equipment, works with staff to ensure they have access to the required systems, produces policies for everybody’s security and liaises with faculties to plan for long term needs.

• IT Helpdesk• IT Support• Liaison• Access and Security

ICT Infrastructure

CiCS manages servers, data storage and networks, increasing performance and resilience in the background while the University carries out its business.

• Application Services• Storage• Network• Software Delivery

Corporate Information

We analyse, design, integrate and support IT systems which provide services to the University and provide advice and access to accurate Management Information to customers within and outside the university.

• Business Analysis and Service Design• IT Systems Providing Services to the University• Management Information

Business Activity

CiCS provide print and design services, event spaces and product sales for the University; manage staff and student printing on campus; manage University and personal information to meet legal requirements; and provide a records management and storage service.

• Printing and Design• Event Spaces• Sales• Information and Data Compliance• Records and Information Management

Process Management

Process Management

• Change Management– approval / logging– Calendar

• Incident Management• Problem Management

Governance