Download - ULCC Moodle User Group (HE) 26.03.2013
WELCOME toULCC Moodle User Group (HE)WELCOME toULCC Moodle User Group (HE)Frank Steiner, Marketing Manager, ULCC
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Agenda
Welcome
Introductions
User Group: ToR, UG Chair & Next Steps
What have we been up to?
ULCC Roadmap
Group discussion & feedback
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Introductions
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User Group - Housekeeping
Terms of Reference – VOTE
ULCCMUGHE Chair Sarah Sherman – VOTE
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User Group – next steps
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Termly meetings
• next meeting June/July - preferred date(s)
• Joint HE & FE meeting just before Xmas break – week commencing 10th Dec
SERVICE MANAGEMENT IMPROVEMENT PROJECT (SMIP)
Jacob Crittenden, Project Manager, ULCC
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SMIP – Background
The core objective of the Service Management Improvement Programme is to deliver an ITIL / ISO20000 aligned approach to service management in order to support ULCC’s five core business service areas; Hosting Services, Central ICT, Software Services, Research Technologies and Corporate Business Systems.
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SMIP – Background
The core objective of the Service Management Improvement Programme is to deliver an ITIL / ISO20000 aligned approach to service management in order to support ULCC’s five core business service areas; Hosting Services, Central ICT, Software Services, Research Technologies and Corporate Business Systems.
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SMIP – Project Deliverables
• Introduction of an IT Service Management tool
• The restructuring of the existing service desk provision in favour of a single service desk model.
• The development and adoption of ITIL / ISO20000 aligned policies and procedures.
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SMIP – Deliverables Phase 1
• New service management tool – Service Now
• Single service desk model for all ULCC services
• Development and implementation of new policies and procedures for ITSM
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SMIP – Progress to date
• Service Now Application live as of Monday 28th January 2013
• Single service desk model for all ULCC supported services, providing a single point of call logging for all calls both internal and external
• Incident Management
• Change Management
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SMIP – On-going
Further improvement to the following processes:
• Incident Management
• Change Management
• Service Asset and Configuration Management (SACM)
• Problem Management
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SMIP – Next steps
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CUSTOMER PORTAL FOCUS GROUPKEY FINDINGS & SUMMARY
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Customer Portal Focus Group
• Text / imageMoSCoW Analysis
Must have
Should have
Could have
Would / Won’t have
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MoSCoW Highlights
• The sooner the better – start with basic functionality and build on it
• As little service management jargon as possible
• Knowledge base / FAQ ‘repository’ most wished for
• Tie in ULCC related news, events and value add information that is relevant to each service
• Portal should be a window into ULCC rather than another hurdle in the way of getting things done
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MoSCoW Summary & Highlights
MUST HAVE• raise support tickets / requests
with ULCC
• view progress / status of existing support enquiries, issues, request's etc.
• Pro-active infrastructure monitoring
SHOULD HAVE
• Services roadmap
• List of approved plug-ins
• Knowledge base
• Ideas incubator / suggestion box / voting option
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MoSCoW Summary & Highlights
COULD HAVE
• Record of historical changes to service
• Ability to personalise portal homepage & feeds
WOULD HAVE
• Monitoring of 3rd party plug-ins & services (i.e. JANET, Turnitin)
• Customer satisfaction surveys (prompt ahead of annual review)
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CURRENT DEVELOPMENT PROJECTS
Dave Kenworthy, Head of Software Services
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Reporting (Analytics)
• Extensible Framework
• Moodle Plugin
• Beta Stage - ~9 reports written so far
• Light/Heavy – Reporting Servers
• API for external access planned
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Other developments
• Advanced Infrastructure
• UAT
• Development
• Reporting
• Course Backup
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ULCC MOODLE ROADMAPMick Kahn, Head of Learning & Teaching Services
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ULCC Moodle Roadmap
• Course backups
• Test environments
• Reporting – analytics
• ULCC reports
• export to Business Intelligence systems
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ULCC Moodle Roadmap
New service model
• Standardisation
• Better match to cost (e.g. disc space)
• Service Catalogue
• Detailed service definitions
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ULCC Moodle Roadmap
Infrastructure
• Improved upgrades
– Standardisation
– Less disruption
• Service monitoring
• Service reporting
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ULCC Moodle Roadmap
Development
• Shared projects
• Processes for collaborative development
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ULCC Moodle Roadmap
Learning & Teaching
• Online summative assessment
– Management
– Integration with student record systems
• Supporting students – eILP
• Evidence based assessment
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Our strategic partners
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QUESTIONS
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?
Group Discussion & Feedback
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Group Discussion & Feedback
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STOP DOING
KEEP DOING
START DOING
Acknowledgements
• Focus group comic strip: http://portermason.com/bassistwanted/2009/10/30/getting-focus-groupers/
• Plug-ins image: http://www.blogohblog.com/10-new-plugins-for-wordpress-3-0/
• Stargate: http://www.shipbrook.net/jeff/raytrace/graphics/stargate.jpg
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