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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