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Services and organisation

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
Mike Roberts
Head of Service Delivery
Steve Robinson
Resources Patrick Ryan
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

John Dale
Web Publishing Development Mat Mannion
Unix Platform Support Yann Lawrence
Storage Mike Duckett
Web Content

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

Nikki Lindsell

Academic Technologists

Amber Thomas

e-Assessment Natasha Nakariakova
Project Management Office James Farnhill
WMS Julie Sherriff
Head of Core Infrastructure
Malcolm Days
Network & Telecomms Shaun Buffery
Infrastructure Steve Silver
IT Security Stephen Shaw
Head of Cloud Services Des Butcher
Identity Management - Development Alan Braley
Identity Management BAU
Daniel Harrison
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 Service Teams and the Service Review Board, the Service Desk and Business and Service Analysis team provide a mechanism for users to raise queations about services and propose changes.

IT Services - Service Management Channels

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.