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

2. 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

3. 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

4. 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

5. 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

6. 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

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

8. 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?