As a part of the ROSE project, one opportunity being examined is enhancing the delivery of IT services.  Based on a detailed analysis of this opportunity, it has been determined that a pilot will be conducted on the delivery of IT deskside services at the Bannatyne Campus.

The objective of this pilot is to optimize resources and enhance service delivery for IT deskside services. The pilot will start on Wednesday July 21, 2010 and finish on Thursday September 30th, 2010.  As shown in the diagram below, the Faculties involved in the pilot are Dentistry, Medicine and Pharmacy. The areas that excluded from the pilot are Clinical Learning Systems, Research, Audio Visual, Business Systems and OPAL.

Development of a New Delivery Model

In designing the new service delivery model a collaborative and comprehensive analysis was performed. The first step in this analysis was to gain a thorough understanding of the current state of the services provided. This knowledge was obtained three ways

• A series of workshops to develop the current state processes
• The collection of baseline performance measures
• A customer satisfaction survey on the delivery of IT services at the Bannatyne Campus.

Following the analysis of all the information obtained, the project team then began to develop the new service model. The first step in developing the new model was the development of a deskside service lifecycle framework. Second, all of the current processes obtained from the workshop were mapped against an industry best practices framework. Next, from the best practices framework, the future processes were developed and from these new processes, a select few were chosen for the pilot. Following this, the necessary software changes were identified, a targeting operating model and implementation plan was developed.  Please click on the attached link for a diagram on how of the new model was developed.
Hyperlink to Deskside Services Pilot – Journey to Date diagram in Visio document

Pilot Model
The two diagrams below both depict the service delivery model for the pilot

The differences between the current service delivery model and pilot model:

Pilot Benefits
The objective of the Deskside Services pilot project is to prove that the following four
benefits can be achieved by the end of the pilot period:

1. Support
   • Consistent desktop support and maintenance processes focused on delivering appropriate levels of service to end-users.
   • Flexibility of Computer Representatives to support administrative systems across Faculty Units
2. Optimized Processes
   • Repeatable processes that reduce desktop deployment time
   • Use standardized desktop models and configurations in order to reduce the time and costs of delivering new desktops and applications to users
3. Awareness
   • A known and managed desktop asset environment
   • Keep End-users informed of status of incidents
4. Cost Reduction
   • An understanding of the overall workload in order to find cost reductions in the University wide rollout

Contact Information
We welcome any feedback that you may have. If you have any questions, comments or issues about the pilot please contact Brian Goodman, Manager, IST Help & Solutions Centre.

Phone: (204) 474-9762
Email: brian_goodman@umanitoba.ca
Office: 127 Fletcher Argue Building

For further information about the ROSE project, please visit the ROSE website:
http://umanitoba.ca/admin/rose/