7/27/2019 About University of Coventry Computing Services

http://slidepdf.com/reader/full/about-university-of-coventry-computing-services 1/5

Classifying Services for University of Coventry Computing Services

The Computing Services Department is based in Sir Williams Lyons building.Our Customer Service Desk and Advisory Service is located in the library.

Mission StatementThe Department aims to provide and support a range of informationdelivery computing and telecommunications based services !hich !illfurther the aims and ob"ectives of the #niversity and in particular enhancethe educational environment for students and assist staff at all levels infulfilling their roles and responsibilities.

The service is divided into seven distinct sections, each with their ownareas of responsibility.

Applications

The Applications Section !ithin CS$ is responsible for the implementationand support of soft!are applications that are used across the #niversity.This covers systems in use by staff or students. The range of soft!areincludes%&

• 'icrosoft Office• WebCT•

#niverse• (L&)• Content 'anagement System

'ost staff are Analyst *rogrammers but the section also includes TechnicalSpecialists *ro"ect 'anagers and Development Officers. The latter areresponsible for testing training and liasing !ith users of #niverse.

The ma"ority of staff time goes on implementing ne! systems. Theremainder of the time goes on supporting e)isting applications. At presentthe section is devoted to the development of SOLA+ the !eb&based access

to #,-$+S and C'-S the ne! timetabling system and WebCT $ista.

 CUSTOM! S!"#CS

Customer Services provides the /st line 0first point of contact1 interface!ith customers for the department. This is achieved primarily through the2elp Desk !hich provides both a counter service from the library and atelephone based help facility.

Other first&line responsibilities are Open Access room management +e3i,et

7/27/2019 About University of Coventry Computing Services

http://slidepdf.com/reader/full/about-university-of-coventry-computing-services 2/5

0student residential net!ork1 support and the #niversity s!itchboard. Thesection also provides second&line support from the Applications SupportSection.

This section provides support and help for applications change re4uests

management and staff training. Other functions include the co&ordinationof the departments cyclic support activities such as the Clearing processhotline nrolment support and the securing of Capacity *lanninginformation from the customer base. Customer Services also carries outservice revie!s !ith customers on a regular basis.

#$%!AST!UCTU!

-nfrastructure are responsible for the development and maintenance of thephysical data and voice net!orking infrastructure !ithin the #niversity.

Work in this area includes provision of server s!itches operating systemsand lo! level operating soft!are such as user registration mail deliveryagents !eb servers ne!s server and so on. -nfrastructure also providessupport services to other sections in the department and liaises !ithsuppliers.

The section is responsible for developing services covering all aspects of the!ork of the department. This includes developing ne! images for Windo!s

additional ,et!are facilities such as Directory and resilient storage andne! #ni) services.

The section provides 5rd line support for the #niversity $oice and Datanet!orks as !ell as +e3i,et 0the student accommodation net!ork1.

6uture Developments include the replacement of ,et!are !ith Windo!sand the deployment of )change and Outlook.

&OCA& #T '"&O(M$TS

The Local -T Developments 0L-TD1 section !as formed in 7887 follo!ing arevie! of the structure of CS$. -n this conte)t Local refers to Schools andDepartments and the section is intended to !ork !ith the Schools andDepartments on -T developments !hich are not considered to be corporate-T developments or implementations.

We are not only involved in applications !ork but also manage -Tdevelopments of all types. This includes pro"ect managing the -T elementsof building refurbishments and ne! buildings and developing trainingprogrammes.

7/27/2019 About University of Coventry Computing Services

http://slidepdf.com/reader/full/about-university-of-coventry-computing-services 3/5

One of the aims of the section is to integrate the outcomes of any localdevelopments into the CS$ central provision !henever appropriate. -n this!ay !e act as a catalyst in dra!ing in !ork from local areas and passing iton to other CS$ sections for future support and maintenance.

-n addition !e also give advice and assistance !ith local specialistapplications troubleshoot local issues !ith CS$ services and coordinate -Ttraining.

O(!AT#O$S

Operations administer monitor and control the operational activities ofCS$s servers Telecom and *Cs.

The three areas that make up operation are% System AdministrationTelephone System Administration and Operations Support.

System Administration%&Operation and management of local and remote servers AdministrationSystem and Data Security 'onitoring housekeeping back&ups andarchiving. 6ault diagnosis and resolution user and !orkstation registrationperiod ends.

Telephone System Administration System%&

Operation and management of telephone service 6ault diagnosis andresolution Configuration of telephone s!itches provision of technicalsupport and advice capacity planning assistance !ith future developmentmonitoring and utili3ation of telephone activity provision of advice andtraining for customers and maintenance of the #niversity9s directoryservice.

Operations Support%&*rovision of advice and guidance to customers -nstallation of servicesoffered by CS$ testing and implementation of hard!are and soft!aretrouble shooting fault diagnosis and resolution of soft!are problems and

associated computing e4uipment.

(!OCU!M$T ) A'M#$

The *rocurement and Admin Department provide many important servicesand assistance to both CS$ staff and #niversity Schools.

These include but are by no means e)haustive%&• *roviding (uotes advice procurement and arranging deliveries to

and !ithin the #niversity.• *rovides 7nd line support for procurement matters chasing suppliers

7/27/2019 About University of Coventry Computing Services

http://slidepdf.com/reader/full/about-university-of-coventry-computing-services 4/5

and lead times.• 'aintaining Contracts prices charging and cross&charging of

e4uipment and services.• :eeping hard!are ; soft!are records and asset management

databases updated.• Departmental Administration secretarial and clerical support

including stationery ordering for CS$ minuted meetings and absencerecords.

• 2elps !ith !orkstation survey and pro"ect support.<ives support !ith staffing vacancies staff development monitoringand reporting.

• =udget monitoring financial reporting of budgets pro"ects keepingup&to&date !ith financial procedures and legislation.

• ,egotiations !ith suppliers to ensure good relations.• Any other service that is deemed necessary to ensure a smooth

running of CS$ and the #niversity.

*;A are often the first point of contact for general>ad hoc information andadvice and our aim is provide a first class service to all our customers.

(U*&#C#T+ ) #$%O!MAT#O$

The *ublicity ; -nformation Section aims to improve communication andfeedback from customers and the 4uality of information provided in order

to increase the a!areness of services available and ho! to access themusing the correct procedures.

Activities undertaken include%• 'anagement of publicity !ork for operational and developmental

activities.• *roduction of promotional literature in printed and on&line format.• vent management and market research.• #pdating of sites !ithin the Computing Services !ebsite. Some of this

site contains useful information and ne!s about Computing Servicessystems for all members of Coventry #niversity.

• #pdating of Computing Services Staff,et Site. This site containsinformation targeted at staff and is therefore restricted to Coventry#niversity staff only.

• Windo! on CS$ is Computing Service?s glossy maga3ine containingne!s and useful information targeted at staff about !hat9s going on!ithin the department.

• *roduction and updating of <etting Started <uides. These areshort guides specifically aimed at students giving basic information onho! to use a variety of computing systems !ithin the #niversity.

• -n addition to their standard !ork the *ublicity ; -nformation Section

participates !ithin many aspects of Computing Services includingpro"ect !ork and publication of the annual report.

7/27/2019 About University of Coventry Computing Services

http://slidepdf.com/reader/full/about-university-of-coventry-computing-services 5/5

Questions

1. Identify all the individual services provided by Coventry University

IT Services.Create a table which lists services, some description of extent of

customer involvement and the service type.

2. roup the services accordin! to service type. Identify any

mana!ement problems you mi!ht expect and discuss the extent to

which front office and bac" office will be involved in deliverin! each

service.

#. In the li!ht of the above analysis, is the split of functions su!!ested

 by Coventry University the best way of dividin! up service delivery$

%. &ropose an or!anisational structure for Coventry University IT

Services.

'esson &lan for this tutorial