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Overview of IT Services at The University of Bradford Version 1.0 30 th September 2013.

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Presentation on theme: "Overview of IT Services at The University of Bradford Version 1.0 30 th September 2013."— Presentation transcript:

1 Overview of IT Services at The University of Bradford Version 1.0 30 th September 2013

2 Introduction Purpose: provide a short induction briefing on IT services at the University for new senior staff Agenda: – Brief history of how we got to where we are – Overview of the current services and organisation – Summary of IT Strategy and status of IT Investment Plans – Indication of the University’s IT Challenges & Opportunities Questions arising

3 Some Key Historical Perspectives 1970s/80s/90s 200220032004200520082009201020112012201320062007 Computer Centre & MIS as independent units Learning Support Services combining IT Services & Library Services Computer Centre & MIS in Learner Support Services planning unit E-strategy Programme (£12m) IT Strategy 2009-14 Change Programme E-Strategy 2004-08 FM for School of Social & Intl Studies FM for School of Life Sciences FM for School of Health Studies Creation of One IT Service Desk/ FM for Corporate Services Student Accom. networked (dial-up ResNET) Wifi hotspots Wifi in The Green eduroam SAINT Blackboard HR/Payroll system 2 Finance system 2 Office 365 for students Current Invest. Plan (10/11) Finance system 1 HR/Payroll system 1 Computerised Timetabling - Support milestones- System milestones- Infrastructure milestonesKEY: 2 large mainframes 100s of virtual servers E-payments Smartcard Access Control 1st Mobile App N/w upgraded to Cat6 Secure off-campus access ResNET replaced with cabled n/w PC Clusters CAA Ericsson telecomms platform FM for Students Union FM for SCIM Administrators

4 Current IT Infrastructure Other schools Partner Institutions (eg China, Dubai) YHMAN Internet access Cloud & Shared Services (eg Microsoft, UCAS, NorMAN Shared 24/7 Help Desk) J B Priestley Student Central Library The Green Other wifi hotspots Richmond Bdg School of Eng & Info Wifi hotspots City Campus Emm Lane School of Mnmt SUPPORT METRICS KEY SUPPLIERS Storage: >200 Terabytes Staff PCs: ~3000 Fixed on-campus Student PCs: ~1000 Corporate Ipads & Tablets: >50 Corporate Mobile Phones: >400 Corporate Smartphones: >200 Data Sockets: ~6000 Voice Sockets: <4000 Live accounts: >25,000 HP: data storage, switches, desktop, MFD printers/copiers Vodaphone: iPhone, iPads, tablets, corporate mobiles & smartphones Microsoft: campus desktop Oracle: campus database Novell: network

5 Some of our Key Systems Academic Student Admin & support Library Catalogue E-Resources Finance (E5) HR/Payroll (Resource Link) Estates (Salto, FACTS) Student admin (SAINT) VLE (Blackboard) Internal Website About UoB File storage Email (Office 365 for students) Printing & Copying >100 student apps External Website SUPPORT METRICS KEY SUPPLIERS Total staff: 2,500 ; total students 15,000 SAINT users: 800 staff & all students Blackboard users: 800 staff & all students Finance users: 275 staff HR/Payroll (MyView) users: all staff Salto users: all staff & students FACTS users: 80 staff/students About UoB users: 5,000 Printing & copying: >2 million pages/yr Students apps: >1000 concurrent users Microsoft: Office 365 Blackboard: Bb Learn, Bb Mobile, Bb Collaborate, TxtTools Tribal: SAINT Business Objects: Reporting Advanced Business Solutions: E5 NorthgateArinso: ResourceLink Email (in-house for staff)

6 IT Support to Students & Staff Students School of Life Sciences School of Health Studies School of Social & Int Studies School of Man. School of Eng & Informatics IT Services (G Hill) IT Systems (P Briggs + 11fte) IT Infrastructure (G Bell + 16.4fte) IT Support & Telecomms (R Goodair + 16.5fte) IT Info, Training & Advice (A Carter (0.4fte) + 6fte) School of Man. IT Support School of Eng & Informatics IT Support Corporate Services Student Union

7 Measuring Service Levels & Support SERVICE AVAILABILITY Target 24/7 100% availability: >99% achieved Limited number of incidents pa: Typically fixed within 4 hour target SERVICE DESK 35k phone calls & 20k emails pa generating 10k jobs: >60% from CS/LSS Jobs are 50:50 incidents vs change requests – trend to fewer incidents: 89% cleared by target date SATISFACTION SURVEYS 11/12 & 12/13 Internal Survey: 87% V Satisfied; 12% Satisfied NSS survey ratings: 11/12 81% for Learning Resources 12/13 84% for Learning Resources (just below sector average) NorMAN (out of hours backup to Service Desk) 260 calls taken pa: Just over 50% dealt with by NorMAN ACCOUNT MANAGEMENT Regular reviews of support service levels with user management Positive relationships established All statistics are from IT Services Annual Reports (2011/12 & 2012/13) STAFF & STUDENTS

8 IT Governance (before/after 2011) Before 2011After 2011 IT Strategy & PoliciesISCDirector of IT Services Monitoring Service Levels & legal oversight of DPA/FOI ISCIT Services’ Infrastructure Group Monitoring of IT Spend vs BudgetsLSSDirector of IT Services, reporting through Director of LSS Prioritising & Supporting Investment Plans ISCStrategic Planning Office Overseeing Implementations of Approved Projects ISCTechnology Programme Board (chaired by Director of LSS) Overseeing Implementations of Approved Projects ISCStudent Data & Information Programme Board (chaired by PVC L&T) Overseeing Implementations of Approved Projects ISCL&T Programme Board (chaired by PVC L&T) ISC – Information Strategy Committee

9 IT Strategy 2009/14 Web-Enabled Campus Smart Administration Infrastructure in the Information Age OBJECTIVES  Supporting Learning & Teaching Environments  Delivering a customer-focused service  Prioritising business systems to support institution  Enabling Information Access & Security  Making savings & delivering efficiencies

10 Recent IT Budgets & Investments (£000k)2009/102010/112011/122012/13 STAFF COSTS IT Services staff costs1,6511,6101,5871,650 FM staff costs (*)167 171388 Schools’ IT staff costs949969988804 Total Univ. IT staff costs2,7672,746 2,842 OPERATING COSTS IT Services operating costs783859902931 Other Univ. IT op. costs1,9471,8042,038 **2,079 Total Univ. IT op. costs2,7302,6632,940** 3,010 IT INVESTMENT PROJECTS 2010/11 Investment Plan (4 yr period 2010/11 to 2014/15 2,700 * FM staff costs will be included in IT Services staff costs budget from 2013/14, rather than re-charged** Estimated

11 Approved Investment Projects Status Web-Enabled Campus Smart Administration Infrastructure in the Information Age 2010/11 Invest Plan completed 2010/11 Invest Plan in progress 2010/11 Invest Plan postponed PROJECT KEY HRX e- Recruitment Course Info Database Blackboard Servers IT Rolling Replacement Unified Comms Out of Hours IT Student Attnd. Mntrng Timetabling Mobile Apps Enhanced Learning Green IT Projects Research Mgt System Student System Devt £2.7m funding of which £500k postponed

12 2013 Investment Planning Round Reviews with senior users generated list of proposed IT-related projects (some areas only) An Interim Planning Review approved: – Re-implementation of Student Information System (£1.3m) – Smartcards for bursary students (external funding) – Continuation of current technology enhanced learning system (reserves) Remaining proposals await full Investment Planning process Further level of detail is provided in a separate presentation (‘IT Investment Planning 2013’)

13 Looking Forward: Challenges IT at University of Bradford Impact of “Technology University of the North” on IT Increased focus on Research driving new specialist needs (HPC, MI, PGR/PGT tools) New forces for change: mobile, social s/w, cloud, data usage Supporting students & staff in the effective use of technology for learning, teaching and assessment Supporting the trend towards IT consumerisation and Bring Your Own Device Delivering a professional, quality service Promoting digital literacy of staff and students Facilitating institutional efficiencies & modernisation

14 Looking Forward: Opportunities Changes & New Strategies at UoB Coordinated approach to developing refreshed Corporate & IT Strategies Adopt/exploit technology innovation in the schools to benefit the wider University Refresh IT Governance arrangements to assist new IT Strategy Creative IT input to embrace mobile potential in new Marketing Strategy Potential for further efficiency savings through consolidating IT support budgets

15 Q&A

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