IT Support Community Workshop

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Presentation transcript:

IT Support Community Workshop August 2007 A Way Forward for IT Support? Iain Logan 1

University Services IT Office IT Support at Glasgow University Physics & Astronomy Clinical Medicine Veterinary Medicine FBLS Physical Sciences Chemistry Arts Geographical & Earth Sciences IT SERVICES Computing Service MIS LBSS Engineering Aerospace & Mechanical USIT Office Education Civil FIMS Electronics & Electrical Archives Library Huntarian Accommodation Computing Science Maths & Stats University Services IT Office Psychology

A Glasgow Model for IT Help and Support in Tertiary Education Strategy Identify Faculty requirements RAE VALE – Student curriculum & administration system Databases, websites Divisional Support Build an IT Team Faculty IT Manager IT Officers Technicians Where appropriate adopt University standards SSD CSCE T4

A Glasgow Model for IT Help and Support in Tertiary Education ?? Staff and honorary staff Typical mixture of PCs and OS some still with Windows 95 839 users of SSD 4 SSD builds a week new/rebuilds 9 Divisions spread across multiple sites both on campus and within the 5 main teaching hospitals 1300 Students 240 CSCE PCs in 6 locations 1 on campus, 5 in hospitals IT Support Staff varied from 1 FTE to 4.5 FTE 1

A Glasgow Model for IT Help and Support in Tertiary Education Background New buildings with major staff moves 2002 WMSB opened 50 staff 2005/6 GBRC and GCRC 2007 Beatson Oncology Installations carried out by CS desktop support technicians

A Glasgow Model for IT Help and Support in Tertiary Education Resources Initially not enough support staff Offer of support from CS Seconded CS Desktop support technician Offer of Desktop support technicians for SSD installations New staff freed to provide support for non-centrally supported systems Web master Database developer Technician

A Glasgow Model for IT Help and Support in Tertiary Education Issues Management Knowledge Scope Communication

The Future of IT Support in Tertiary Education What is the best balance of distributed versus central support? What is the best management model? Could we co-operate across the city? Where is IT Support in Tertiary education going?