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  • 1. KITSC - Operational Plan 2007 ENGAGING AND SERVING OUR COMMUNITIES IT SUPPORT SERVICES Strategic Priority Responsibility Milestones Measurement Target Status Membership to appropriate Mark Ridge • Gartner On-going Professional bodies • IT Service Management Foundation; • ACS Implement a "Best Practice" ITSS Management Team • Ensure ITSS staff have • ITIL Framework On-going framework for IT Services training/understanding in implemented throughout IT ITIL (ie Bunbury staff); • Implement Problem Management • Implement Change Management; • Implement CMDB Develop partnerships with key ITSS Management Team • Leverage partnership for • Presentations from partner Regular meetings established suppliers ie. IBM, HP, industry leaders to present organisations on new with key suppliers. Managesoft, Moncrieff, and share knowledge with technologies Volante, Microsoft, Apple etc.) ITSS staff. - No of meetings - Turnaround times • Ensure positive outcomes for ECU students and staff Investigate opportunities for ITSS Management Team • Information sharing with • Best practice provision of On-going 0n-going information sharing with other Universities; technology and services external organisations. • Information sharing identified. sessions external organisation and established suppliers; /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 1 of 28
  • 2. KITSC - Operational Plan 2007 ENGAGING AND SERVING OUR COMMUNITIES (continued) Strategic Priority Responsibility Milestones Measurement Target Status IT SUPPORT SERVICES continued Establish relationships within ITSS Management Team • Establish contacts; • Staff involvement with JLP the Joondalup Learning • Establish business activities ie. Mentoring; Precinct relationships Establish relationships within Mike Groom • Support the MREC the Margaret River Education computing facilities; Centre Market IT services and • Organising resourcing, • Participate at Joondalup activities to stakeholders and external suppliers and and Mt Lawley ECU Live potential students marketing material for days; open days; • Participate in "O" and "G" day on the campuses LIBRARY Promote community use of the Ian (Greg, Swee Kit, Liz) Increase in community Ongoing MLSHS agreement renewed till library borrowers 1/11/07. SK Dec 06 Reinstate Joondalup Library Greg Meeting held Before 2nd semester and Information Providers Group Investigate reciprocal Greg Meetings held with relevant HS Dec 2007 agreements with Joondalup officials High Schools /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 2 of 28
  • 3. KITSC - Operational Plan 2007 ENHANCING TEACHING, LEARNING AND RESEARCH INFORMATION DELIVERY SYSTEMS (IDS) Strategic Priority Responsibility Milestones Measurement Target Status Blackboard Enhancements Chris Cooper UMS enhancements User Acceptance August 2007 Planned implemented Blackboard Upgrades Chris Cooper Upgrade to version 7.1 patches User Acceptance June 2007 Planned applied. Upgrade to version 7.2 Callista Research Upgrades Lesley Reynoldson Upgrades completed User Acceptance June 2007 In progress Courses Management Rick Movick System migrated to a virtual User Acceptance March 2007 Planned System(CMS) environment In progress ETHICS System Spencer Firth Development completed and User Acceptance May 2007 In Progress implemented iMIS Rukmini Edirisinghe Events and Alumni package User Acceptance June 2007 In progress implemented UTEI – Trend Reporting Lesley Reynoldson Implement enhancements and User Acceptance May 2007 Planned reporting model as recommended by Bill Louden. /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 3 of 28
  • 4. KITSC - Operational Plan 2007 ENGAGING WITH THE PROFESSIONS AND PROFESSIONAL LIFE INFORMATION DELIVERY SYSTEMS (IDS) Strategic Priority Responsibility Milestones Measurement Target Status Concept User Group Karen Harris Continuing participation Influence on Concept product Ongoing Planned Attend local user group direction Network via email forum with Implementing product other user organizations incorporating ideas from other user organizations Oracle User Group Doug Trewenack Continuing participation 2007 Membership confirmed Ongoing Planned Attend local user group Network via email forum with other user organizations COGNOS User Group Satish K Bedekar Continuing participation 2007 Membership confirmed Ongoing Planned Attend local user group Network via email forum with other user organizations /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 4 of 28
  • 5. KITSC - Operational Plan 2007 ENGAGING WITH THE PROFESSIONS AND PROFESSIONAL LIFE (Continued) INFORMATION TECHNOLOGY INFRASTRUCTURE (ITI) Strategic Priority Responsibility Milestones Measurement Target Status Membership to appropriate Steve Johnston • AARNet (Australian • Active membership in all Ongoing On-going collegial bodies Academic and appropriate groups. Research NETwork) • Gartner (Independent research group) • WARNO (Western Australian Regional Network Organisation) • CAUDIT (Council of Australian University Directors of Information Technology) • ATUG (Australian Telecommunications Users Group) Implement a framework of ITI Management Team • Establishing plans for • Implementation of ITIL On-going best practice for the implementation of ITIL processes throughout delivery of IT Services processes in 2007 (in IT. conjunction with ITSS • Ensuring all ITI staff and IDS). have appropriate ITIL • Ensuring that training. appropriate training is available for all ITI staff. /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 5 of 28
  • 6. KITSC - Operational Plan 2007 ENGAGING WITH THE PROFESSIONS AND PROFESSIONAL LIFE (Continued) INFORMATION TECHNOLOGY INFRASTRUCTURE (ITI) continued Responsibility Milestones Measurement Target Status Development of ITI Management Team • Nortel Networks – data • Regular meetings with On-going partnerships with key network infrastructure all major suppliers suppliers. • Ericsson Networks – telecommunications infrastructure • IBM – server infrastructure • EMC – storage infrastructure Establish relationships in ITI Management Team • Learning Management • Establishment of service On-going • LMS (Blackboard) in production. the Joondalup Learning System Service. relationships with the • Wireless network service in Precinct • Wireless network WAPA and West Coast development/negotiation. service. College of TAFE. • Internet service in • Internet service (via development/negotiation. AARNet). BUILDING PARTNERSHIPS, PATHWAYS AND PRECINCTS INFORMATION DELIVERY SYSTEMS (IDS) Strategic Priority Responsibility Milestones Measurement Target Status WA Police Academy Rick Movick Blackboard upgrades and User acceptance August 2007 Planned Blackboard redundancy configure /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 6 of 28
  • 7. KITSC - Operational Plan 2007 HES HRIS R&D Karen Harris Collaboration with other HES HES meeting, agree on focus Ongoing Planned universities to develop initiative and BRS developed Business requirements to fast track development in Concept /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 7 of 28
  • 8. KITSC - Operational Plan 2007 BUILDING PARTNERSHIPS, PATHWAYS AND PRECINCTS (Continued) INFORMATION TECHNOLOGY INFRASTRUCTURE (ITI) Establish relationships in ITI Management Team • Learning Management • Establishment of service On-going • LMS (Blackboard) in production. the Joondalup Learning System Service. relationships with the • Wireless network service in Precinct • Wireless network WAPA and West Coast development/negotiation. service. College of TAFE. • Internet service in • Internet service (via development/negotiation. AARNet). Membership to appropriate Steve Johnston • AARNet (Australian • Active membership in all Ongoing On-going collegial bodies Academic and appropriate groups. Research NETwork) • Gartner (Independent research group) • WARNO (Western Australian Regional Network Organisation) • CAUDIT (Council of Australian University Directors of Information Technology) • ATUG (Australian Telecommunications Users Group) /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 8 of 28
  • 9. KITSC - Operational Plan 2007 IMPROVING OUTCOMES FOR STUDENTS AND STAFF INFORMATION DELIVERY SYSTEMS (IDS) Strategic Priority Responsibility Milestones Measurement Target Status Central Authentication Rick Movick Partial redundancy User acceptance June 2007 Planned upgrade implemented Application Portal (Staff & Rick Movick Enhance current Application Acceptance & signoff July 2007 Planned Students) Portal to include access to SIMO, Student Mail and Callista Australia Post Mail Business Analysts QAS Incorporated into: In-house mail address labels September 2007 Planned Address Barcodes Callista barcoded INFORMATION TECHNOLOGY INFRASTRUCTURE (ITI) Network Upgrade 2007 Doug Tebbit • Completion of PEP • Refer to PEP for December 31, 2007. Initial purchases and works underway. • Phase I delivery, detailed documentation. installation and commissioning. • Phase II planning. • Phase II delivery, installation and commissioning. Multimedia Equipment Charlie King • Replacement/upgrade • 2007 replacement Ongoing. Ongoing. Replacement of multimedia schedule and planning. equipment as required • Installation and on a rotating basis. commissioning. Server Replacement Keith Lambert • Server Tender. • 2007 replacement Ongoing Ongoing. • Replacement/upgrade schedule and planning. of server equipment as • Installation and required on a rotating commissioning. basis. /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 9 of 28
  • 10. KITSC - Operational Plan 2007 IMPROVING OUTCOMES FOR STUDENTS AND STAFF (Continued) INFORMATION TECHNOLOGY INFRASTRUCTURE (ITI) continued Strategic Priority Responsibility Milestones Measurement Target Status FlexiLearn Steve Johnston • Please refer to PEP for • Please refer to PEP for December 31, 2007. Ongoing. detailed documentation. detailed documentation. Student Health Service Peter Austin • Installation and • Installation and April, 2007. Planned. Medical System commissioning of commissioning. infrastructure, application and server software associated with Medical Director. Backup Infrastructure Keith Lambert • Tender • Published and approved June, 2007. Planned. • PEP establishment. PEP. • Installation and commissioning. Data Centre Storage Keith Lambert • Tender • Published and approved June, 2007. Planned. • PEP establishment. PEP. • Installation and commissioning. Network Appliance (DNS & Steve Johnston • Design • Published and approved April, 2007. Planned. DHCP) Upgrade • Installation PEP. • Commissioning • Installation and commissioning. PABX Upgrade Brian Lambert Currently excluded from funding in 2007. Modempool Replacement Steve Johnston Currently excluded from funding in 2007. /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 10 of 28
  • 11. KITSC - Operational Plan 2007 STRENGTHENING ENTERPRISE AND RESOURCE BASE INFORMATION DELIVERY SYSTEMS (IDS) Strategic Priority Responsibility Milestones Measurement Target Status Callista SMS Upgrades Stephen Edwards Upgrades to Versions 9.1 User Acceptance November 2007 Planned and 10.0 Cognos 8 Upgrade Satish Bedekar Upgrade and training User Acceptance April 2007 In progress completed ALESCO Upgrades Karen Harris Upgrade to version 11 User Acceptance November 2007 Planned Travel Approval Rick Movick Development completed and User Acceptance March 2007 In progress implemented Upgrade Supportive Lesley Reynoldson All Oracle supported systems User Acceptance June 2007 Planned Systems upgraded to 10G Migrate systems to Virtual Rick Movick CMS, Great Careers, eShop, User Acceptance June 2007 Planned environments Hardcat ONESTOP & BookNet Satish Bedekar Migrate Host software to a User Acceptance April 2007 Planned server migration Windows Server platform MS Project Server & Rick Movick System Operational User Acceptance April 2007 In progress Sharepoint Portal 2007 FMMS Upgrade Lesley Reynoldson Upgrade to version 4.3 to User Acceptance April 2007 Planned include PDA deployment. INNOPAC Finance Lesley Reynoldson Develop interface to Oracle User Acceptance May 2007 Planned Interface Financials TRIM Clinton Moore-Crouch Upgrade and ECU wide User Acceptance ongoing In Progress rollout /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 11 of 28
  • 12. KITSC - Operational Plan 2007 STRENGTHENING ENTERPRISE AND RESOURCE BASE (Continued) INFORMATION DELIVERY SYSTEMS (IDS) continued Strategic Priority Responsibility Milestones Measurement Target Status RQF Lesley Reynoldson Framework implemented User Acceptance April 2007 In progress High Availability for core Rick Movick Provide redundancy for core User Acceptance systems applications and network components. Ensure minimum redundancy for other systems. Provision for contingency backup for key support services /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 12 of 28
  • 13. KITSC - Operational Plan 2007 PROVIDING A SUPPORTIVE AND STIMULATING LEARNING COMMUNITY IT SUPPORT SERVICES Strategic Priority Responsibility Milestones Measurement Target Status Establish measures of the Susan McLennan • Develop appropriate • KPI's identified Database setup to monitor services (including costs) of measures; • Costs of support identified. Megalab usage and placed providing Teaching Computer • Develop systems for • Implement Timesheets into COGNOS. Laboratory Support recording data collected; • Service Desk Templates • Megalab Reports Work in partnership with Susan McLennan • Meet with other faculties in • Regular meetings with Setting up meetings with B&L academic staff to ensure all addition to Business to faculties to be established problems in teaching understand their needs and (Focus groups) computers laboratories are issues; reported and logged ECU Advantage – A Mark Ridge • Work with Executive in • Support processes agreed On-going Sustainable Advantage defining the sustainable • Roles and responsibilities advantage agreed • Define support process • Software issues resolved • Resolve software licensing issues • Support Agreement • Roles – ie. Marketing /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 13 of 28
  • 14. KITSC - Operational Plan 2007 PROVIDING A SUPPORTIVE AND STIMULATING LEARNING COMMUNITY (Continued) IT SUPPORT SERVICES continued Strategic Priority Responsibility Milestones Measurement Target Status ECU Advantage – Mandatory Mark Ridge • Identify Course • Funding approved Class • Seek Funding • Laptops ordered • Determine student numbers and • Laptops imaged and laptops required received • Negotiate laptop prices and • Laptops distributed to services required students • Work with faculty/school to plan • Students with laptops requirement supported • Plan rollout and orientation • Laptops collected and sessions audited • Support laptops • Collection process planned and implemented • Audit of returned laptops Establish focus groups to seek • Announcing the formation of the • Identifiable outcomes and input into ITSS teaching groups; recommendations support • Establish the groups; investigated and if appropriate implemented • Groups meet; • Outcomes and recommendations recorded Establish a customer service ITSS Management • Develop service standards; • All KPI's meet; • Service Standards in baseline for all customer • Develop customer service • Positive survey results Draft. contact points strategies; • Provide customer service training for staff; • Identity and analyse results of statistics and surveys; • Establish KPI's for the customer /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 14 of 28
  • 15. KITSC - Operational Plan 2007 service roles; /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 15 of 28
  • 16. KITSC - Operational Plan 2007 PROVIDING A SUPPORTIVE AND STIMULATING LEARNING COMMUNITY (Continued) LIBRARY Strategic Priority Responsibility Milestones Measurement Target Status Metaquest/SFX interface Lisa B/Lisa J Development of demonstration Quick sets established and in March 2007 enhancements pages for the information of use Library staff Google Scholar active with ECU Dec 2007 Feedback, priorities and SFX quickset development received from faculty teams PubMed active with ECU SFX Dec 2007 Quicksets rolled out on MetaQuest Google Scholar turned on as an SFX source Pubmed turned on as an SFX source Link VDX with SFX Kay (Lisa and Lisa) Links established By 2nd semester Promote use of Camtasia in IL Lyn Instruction packages available Ongoing Demonstrated basic use of to users Camtasia to Lyn & Julia (SK Jan 07) Investigate adding bookcovers Lisa B Explore the impact of adding Recommendation made as to June 2007 to Opac search results bookcovers to opac search proceed or not. results /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 16 of 28
  • 17. KITSC - Operational Plan 2007 PROVIDING A SUPPORTIVE AND STIMULATING LEARNING COMMUNITY (Continued) Strategic Priority Responsibility Milestones Measurement Target Status LIBRARY continued Moys Cataloguing of Law Christina Funding proposal developed for Funding bid completed June 2007 collection – Retrospective the Law Society Public Purpose project and development of Trust grant (Carmel) Retrospective project Dec 2007 (funding will come ongoing process procedures established and available June 2008) Retrospective project plan initiated (subject to funding developed and implemented to outcome) Dec 2007 reclassify existing legal collection Moys training for cataloguers May 2007 Purchase of Moys cataloguing Development of ongoing tools processes for Law collection June 2007 cataloguing Establishment and use of Cataloguing procedures for new law materials. Investigation and Lisa B Explore the RSS feed Develop a business case for Dec 2007 implementation of RSS feeds functionality in INNOPAC make RSS feeds in the web OPAC. in INNOPAC recommendations on its usefulness to students Improve services for offshore Lyn • Develop Online Services available Dec 2007 students: Information Literacy Positive feedback Information Literacy module • Improve online assistance with links to BB • Develop online tutorials (Camtasia, podcasts) • Explore translation of webpages to other languages /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 17 of 28
  • 18. KITSC - Operational Plan 2007 PROVIDING A SUPPORTIVE AND STIMULATING LEARNING COMMUNITY (Continued) Strategic Priority Responsibility Milestones Measurement Target Status LIBRARY continued Improve services to offshore Lyn • Online books Services available Dec 2007 students: • Add bookshop provider Positive feedback Document Access details • Investigate reciprocal a’ments with other offshore libraries Improve services to offshore Swee Kit • Investigate using Help Services available Dec 2007 students: Reference Services Desk for afterhours queries Positive feedback • Investigate use of ECU Centralised Enquiry Project /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 18 of 28
  • 19. KITSC - Operational Plan 2007 DEVELOPING RESEARCH FOCUS, DEPTH AND IMPACT LIBRARY Strategic Priority Responsibility Milestones Measurement Target Status Enhance ADT at ECU David & Christina Marketing plan for 07/08 Marketing plan established and June 2007 established and initiated in use Plan and processes developed Pilot retrospective and ILL Dec 2007 to initiate a pilot for program developed retrospective additions to ADT. Processes developed and pilot initiate for digitisation of thesis requested via ILL system. Support ECU research staff in Agnes ( Julia, Lyn. Ken, Liz & Positive feedback from staff Ongoing Assistance provided by FL’s. preparation for new Research Carmel) Meet timelines Guide prepared for use by Quality Framework (RQF) academic staff. Stalled while we await J.Bishop’s changes.DA1/5/06 Agnes attended CAVAL trg on RQF Library invited onto the Uni Research Quality Framework Committee. Agnes is on the Committee. AN 1/11 Offer online Endnote session Lyn Provision of session By mid 2007 Improve student Julia Complete review of current Dec 2007 Rodski communication of library communication methods services /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 19 of 28
  • 20. KITSC - Operational Plan 2007 BUILDING ORGANISATIONAL SUSTAINABILITY; HUMAN CAPACITY; FINANCIAL STRENGTH; AND ENABLING INFRASTRUCTURE AND ROBUST, ADAPTABLE AND FLEXIBLE SYSTEMS AND PROCESSES LIBRARY Strategic Priority Responsibility Milestones Measurement Target Status Implement selected outcomes Ian Selected outcomes made Ongoing of “Fish” sessions available to staff Implement Campus Dan (Swee Kit, Greg, Ian, Julia, • Complete review of CH Meet timelines for movement of Ongoing Weeding is nearing completion consolidation Agnes, Lyn) courses, new library for all subject areas. Measurement of the CH collection is being done and what will go to ML and JO is being determined.DA1/5/06 Discarded books on Australia sent to the Australia/India Council collection and others now being sent to Somalia as part of a joint WAG University project. LL 25/06 Plan for ML Library Swee Kit (Dan) Meet architects timelines Ongoing 2 meetings with architects. refurbishment Collections measured again. Formed small working group. SK14/8/06. Meeting with Architect, space designer, Jeff, Dan & John Tandy – draft proposal for interim occupation & major refurbishment 2007/08 received. SK25/1/07 Promote staff participation in Dan, David Numbers of staff participating Ongoing professional organisations Review Library/MMR Opening Dan Increase in hours Semester 2 exam period Some discussion on using hours Help Desk staff in new library to allow longer library opening hours DA3/11/06 /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 20 of 28
  • 21. KITSC - Operational Plan 2007 BUILDING ORGANISATIONAL SUSTAINABILITY; HUMAN CAPACITY; FINANCIAL STRENGTH; AND ENABLING INFRASTRUCTURE AND ROBUST, ADAPTABLE AND FLEXIBLE SYSTEMS AND PROCESSES (Continued) LIBRARY continued Strategic Priority Responsibility Milestones Measurement Target Status Participate in professional Dan, David Meetings attended Ongoing organisations Caul, Wagul, Auslg, VUGANZ, WALRAG Ensure that all library areas Swee Kit (Ian, David, Greg, Liz) ML (Ian K– new Ongoing On-going have OSH and safety wardens B.Warden ) Diana - OSH Chu – same as last yr. LCA (Deb – fire Warden Nikki – OSH Joo (Mary OSH new evac proc for lib. Bun - ?? Integration of Innopac and Lisa B (Lesley Reynoldson, IDS Requirements established with Vouchers sent to FMIS June 2007 Initial meetings held. Waiting for FMIS for financial staff) IDS electronically with procedures in Finance staff to have time to reconciliation place undertake investigative work. CM Script written for data transfer 18/5/06 Work on data exchange has Script tested begun. Enhanced format for export data has been turned on. Data transfer operating CM 1/6/06 Ensure that Library provides Dan & Greg Ensure that Library provides Provision of services to meet Ensure that Library provides Dan & Greg services for students and staff services for students and staff guidelines services for students and staff Telephone installed. (SK Oct 06) with disabilities in accordance with disabilities in accordance with disabilities in accordance New Accessible Technology with ECU Policy with ECU Policy with ECU Policy room sign installed (SK Jan 07) /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 21 of 28
  • 22. KITSC - Operational Plan 2007 BUILDING ORGANISATIONAL SUSTAINABILITY; HUMAN CAPACITY; FINANCIAL STRENGTH; AND ENABLING INFRASTRUCTURE AND ROBUST, ADAPTABLE AND FLEXIBLE SYSTEMS AND PROCESSES (Continued) LIBRARY continued Strategic Priority Responsibility Milestones Measurement Target Status Review of library staffing Dan, David Staffing structure accepted by Dec 2007 Draft completed. DA structure VCPMG 1/5/06Work continuing, costing being done, need to present to Jeff and Tony W before staff DA17/8/06Accepted in principle by TonyDA3/11/06 Metalib/SFX upgrade to Lisa B & Lisa J Upgrade to Metalib version 4.0 Version 4.0 in place and Dec 2007 version 4.0 in 2007 operational INNOPAC Upgrades in 2007 Lisa B Upgrades for Innopac Innopac upgraded, tested and Jan/Feb 2007 operational Acquisitions / Subscriptions David Review team models Establish benchmarks for June 2007 Review Set team KPIs for turn around • Turn around times times and accuracy. • Accuracy Team models established Budget Reform – Investigate David Review 5882d fund code Procedure in place to review Feb 2007 and improve the way 5882d fund multidisciplinary resources are Improve appropriations model funded to reflect the 5882d fund code Appropriate funds to core correctly resources on a cost plus 7% basis. Put in place an annual review process of core material funded Appropriate Bunbury funds under 5882d. within the current Library method to mainstream this Mainstream Bunbury’s process. appropriation process /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 22 of 28
  • 23. KITSC - Operational Plan 2007 BUILDING ORGANISATIONAL SUSTAINABILITY; HUMAN CAPACITY; FINANCIAL STRENGTH; AND ENABLING INFRASTRUCTURE AND ROBUST, ADAPTABLE AND FLEXIBLE SYSTEMS AND PROCESSES (Continued) LIBRARY continued Strategic Priority Responsibility Milestones Measurement Target Status Investigation and development James Establish a business case for Business case developed. Dec 2007 of a business case for ERMS investment in an ERM. Project plan and costings Plan project developed Cost project Funding proposal developed. Preparation of funding proposal IT SUPPORT SERVICES Plan for the Lenovo SOE Mark Ridge • Identify Rollout Team and • Team Established MKIII Rollout Responsibilities; • Customer Working Party • Work with Faculties to Established establish Customer • Rollout plan in place and Working Party; communicated • Plan Rollout; • Place Orders; Plan and rollout Microsoft Mark Ridge, David Sizer • Seek funding for this • Funding bid successful; Vista and Office 2007 project • Team Established; • Identify Rollout Team and • Customer Working Party Responsibilities; Established; • Work with Faculties to • Rollout plan in place and establish Customer communicated Working Party; • Plan Rollout; Develop user friendly IT Ven Boujos • Re-develop web site so • New web site implemented Services Web site that it is easy for customers to navigate; • Implement Web Trends; /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 23 of 28
  • 24. KITSC - Operational Plan 2007 BUILDING ORGANISATIONAL SUSTAINABILITY; HUMAN CAPACITY; FINANCIAL STRENGTH; AND ENABLING INFRASTRUCTURE AND ROBUST, ADAPTABLE AND FLEXIBLE SYSTEMS AND PROCESSES (Continued) IT SUPPORT SERVICES continued Strategic Priority Responsibility Milestones Measurement Target Status Manage IT Documentation Ven Boujos • Implement RightNow • using available technology • Investigate the use of SharePoint 2007 Remote Access for Helpdesk • Advertise service as • Customers are happy Completed support standard operations for with service; ITSS; Improve services and ITSS Management • Analyse quantitative data • perceptions using information from survey to develop provides in KITSC Survey service improvements. Use Managesoft for Apple • Managesoft client installed • Data obtained into Completed Mac environment. on Macs Managesoft operations • Remote installation of portal software via Managesoft • Software distribution in Mac environment Establish measures of the Susan McLennan • Develop appropriate • Megalab Statistics • Publish Megalab statistics Published article in KITSC usage and its profiles in the measures; newsletter. Megalabs • Collect data Orientation for different Susan McLennan • Work with relevant • Common set of IT cohorts of students departments to coordinate documentation orientation; Orientation for ECU staff Mike Smith • Work with relevant • Common set of IT departments (PD) to documentation coordinate orientation; Orientation for ITSS staff ITSS Management • Develop process Internal • Common set of IT Orientation for ITSS documentation /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 24 of 28
  • 25. KITSC - Operational Plan 2007 BUILDING ORGANISATIONAL SUSTAINABILITY; HUMAN CAPACITY; FINANCIAL STRENGTH; AND ENABLING INFRASTRUCTURE AND ROBUST, ADAPTABLE AND FLEXIBLE SYSTEMS AND PROCESSES (Continued) IT SUPPORT SERVICES continued Strategic Priority Responsibility Milestones Measurement Target Status Develop seamless IT Service ITSS Management • Ensure all incidents are logged in HPSD; • Work with other IT groups to resolve issues at beginning; • Remote support for staff computers; • Develop OLA's with ITI, IDS and IS; • Enhance communications with ITI/IDS • Re-initiate Senior IT staff meetings. Develop Service Standards ITSS Management • Develop a set of service standards for elab support; • Develop a set of service standards for desktop support; • Develop a set of service standards for Service Desk Extending support hours for Mark Ridge • Apply for budget • Alignment of the eLab eLabs to be aligned with support hours to the same Library as the Library Investigate IT – Media Mark Ridge • Initiate calls to Service • Formation Teaching Services integrated services Desk Support team; • Investigate the establishment of a Teaching Space support team; • Work with other managers /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 25 of 28
  • 26. KITSC - Operational Plan 2007 (ITI and LS) to evaluate options; /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 26 of 28
  • 27. KITSC - Operational Plan 2007 BUILDING ORGANISATIONAL SUSTAINABILITY; HUMAN CAPACITY; FINANCIAL STRENGTH; AND ENABLING INFRASTRUCTURE AND ROBUST, ADAPTABLE AND FLEXIBLE SYSTEMS AND PROCESSES (Continued) IT SUPPORT SERVICES continued Strategic Priority Responsibility Milestones Measurement Target Status Implement ITIL Change and Mike Groom • Implementation of Change • Complete installation of Configuration Processes Management Service Desk system • Implementation of modules Configuration Management Service Desk Online Ven Boujos • Implementation of Web • Service Desk online in Based incident reporting production; Enhance Service Level Mark Ridge • Work with the other IT • Bi-annual meetings with Agreements Managers to refine SLA's Faculties/Centres relating to Service Centres and corporate applications • Set timelines for SLA review Occupation of the new Mark Ridge/Sue McLennan • All staff successfully • Occupation complete Resources Building at JO relocated in to building. Planning of new Business and Mark Ridge/Mike Smith • Contribute to the design of Law building at ML the new building and in particular the eLab; IT Documentation ITSS Managers • Develop a documentation • On-going standard; • Ensure an appropriate level of documentation is available for all ITSS staff; • Strategies to keep documentation up-to-date; Develop KPIs Mark Ridge • Develop a series of KPIs to measure the provision of services by ITSS /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 27 of 28
  • 28. KITSC - Operational Plan 2007 /home/pptfactory/temp/20100525113926/kitscoperationalplan2007doc3633.doc Page 28 of 28