1. University of Edinburgh’s Help, Advice & Training Bryan MacGregor Head of Operational Services User Services Division Information Services 22 nd September 09

2. Information Services Organisation as at July 2006 Vice Principal for Knowledge Management & Librarian Library & Collections Library User Services IT User Services IT Infra- structure Edina & Data Library + Digital Curation Centre

3. Information Services Organisation as at March 2007 Vice Principal for Knowledge Management & Librarian Library & Collections Library User Services IT User Services Applications IT Infra- structure Edina & Data Library + Digital Curation Centre

4. Improve Awareness of IS Help Services No. 1 - Improve awareness amongst Users No. 2 - Improve awareness amongst IS and School/Unit staff Embracing the ITIL framework No. 3 - Adopt ITIL framework for service management improvement No. 4 - Publish and maintain an active Business Service Catalogue The New IS Help Service No. 5 - Redefine the IS Help Service No. 6 - Provide relevant, up-to-date and clear Self-Help pages No. 7 - Develop a network of IS Helpdesks & establish an IS Helpline No. 8 - Confirm the second-line support network and management No. 9 - Ensure effective communication of Service Alerts& Updates Help in Schools and Other Units No. 10 - Schools/Units to declare own frontline help layers The Next Steps No. 11 - Procure a Service Management Software package No. 12 - Establish IS User Services Organisational Structure No. 13 - Address IS staff training and development needs No. 14 - Re-evaluate help available for laptops Help & Support Review - July 2008 14 Main recommendations

5. IT US from March 07

7. For Help

8. For Training & IS Skills development

9. For Advice and Consultancy

10. Holyrood Central Area Kings Buildings Little France SG Advisory CHSS/CMVM Consult Ops Staff CHSS Consult Ops Staff CMVM & Ops Staff Ops Staff Bush Estate Western General H Ops Staff CSCE Consult Ops Staff

11. Operational Services – primary roles 2 nd line IT Support – various locations Establish and co-ordinate 2 nd line network File server systems administration Desktop Service Delivery Advisory to the three Support Groups Service Management Improvement Programme Project involvement Smartcards

12. The Eleven Disciplines of ITIL v2 INCIDENTPROBLEM CHANGE RELEASE AVAILABILITYCAPACITY SERVICE CONTINUITY FINANCIAL SD CONFIGURATION Users Customers SERVICE LEVEL MANAGEMENT SD = Service Desk