Information technology services

Description

The University is seeking to establish an efficient, stable, scalable and flexible EUC environment. This will include the implementation of Windows 10, Office 365 (exchange/home drives) and virtualisation. The University is also seeking to modernise and rationalise the End User Computing services to increase efficiency and reduce operating costs. The proposed EUC service will include: — the provision of a managed desktop service, which will provide consistent quality and levels of service to the end user, — projects to upgrade to current versions of Windows and Office 365, which will provide an up to date secure environments that can be more easily supported, — desktop conferencing facilities that will considerably enhance our internal and external communications capabilities, — virtualisation of a number of applications to allow then to be accessed by end users from a variety of locations, not only from University facilities, in the UK and further abroad, — state of the art service desk robotics that can enable the human service desk employees to create a much faster and efficient service desk which is available 24 hours x 365 days, — IT vending machines, which will allow UoM to provide replacement IT peripherals through an easy to use vending machine system, which will reduce the number of visits required by field support engineers to end users, — advanced analytics that will monitor the EUC environment and trouble shoot both physical device as well as virtual desktops. This will allow proactive support to take place by identifying potential issues and resolving them before they manifest themselves, resulting in improved levels of service and reliability, — the adoption of various self-help tools, thus reducing the volume of support calls to the IT team whilst allowing the end users to become more self-sufficient, — options for provisioning desktop and laptop devices that will provide greater flexibility on how these devices are funded, — transition to a hybrid way of working (mixed UoM and supplier staff) that will enable UoM staff to focus on value-add services to the research and teaching and learning departments.