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delivering responsive, innovative IT to the University of Oxford
About IT Services
IT Services was created on 1 August 2012 through a merger of the three central IT departments – Oxford University Computing Services (OUCS), Business Services and Projects (BSP) and ICT Support Team (ICTST). We envisage it will take at least a year before the process of integrating the three central IT departments is fully achieved. We ask that you bear with us during this transition, which will include the creation of a consolidated IT Services website and a single Helpdesk.
We are committed to carrying forward the best of the values of these three departments in a new, dynamic IT Services which is dedicated to supporting the University of Oxford in its mission as a world-leading research and teaching university.
In order to achieve this, IT Services will:
- be responsive to the University's diverse requirements
- provide leadership and partnership to promote effective use and development of IT across the collegiate University
- be a key enabler for strategic change in the University
- provide high-quality, robust and secure day-to-day services, while innovating and anticipating the needs of tomorrow
- develop IT skills through teaching, training and support
What we do
IT Services provides:
- network connections and internet access for users throughout the University, including wireless coverage for departments and public areas owned by the University
- desktop IT support within University Administration and Services (UAS) and the Bodleian Libraries
- support and development of core University administration systems in partnership with UAS departments
- technical support: online, by telephone and in person via our Helpdesks
- services to support teaching, learning and research, including media production, online learning environments and technological support for researchers, funding applications and data organisation
- services to support teaching, learning and research, including technological support for researchers, costing systems, assistance with funding applications and data organisation
- comprehensive training and advice for staff and students
- support, advice, consultancy and partnership working with Oxford's distributed IT Support Staff to enable joined up delivery of IT services to all members of the University
- professional services and consultancy to assist the University in its use and development of IT systems
- two data centres and back-up services to ensure resilience for the University’s data
- innovation and research to discover how new and existing technology can be applied usefully in the University
IT Services Group Objectives
Each group in IT Services is working towards a group-specific set of objectives. Together, these objectives support the overall objectives of IT Services.
Academic IT Services
The Academic IT Services Group proactively supports and develops IT services to facilitate learning, teaching, and research, and the overall improvement of the digital experience of students and academics within Oxford. Our objectives include:-
- Support the collegiate University in sharing resources on a global scale by enabling and expanding digital media collections for teaching, learning and research.
- Ensure that all members of the collegiate University have access to an IT skills training programme which meet their needs for work, study and employability.
- Lead and manage support for specific aspects of the student and staff digital experience informed by organizational research. Including the improvement of the user experience of key student-facing services; training to support use of learning technology tools; and support for digital media production and consumption.
- Provide advice and support for digital research and big data activities, in collaboration with other services across the University
- Develop and support active data management tools and services in collaboration with other service providers within the University
- Provide the University with expert advice and services for developing and managing open source software, OER and other open education initiatives.
- Maintain user-facing systems for learning, teaching and research.
The Customer Services Group provides the main central support facility for users of IT services, coordinates relationships with distributed IT support staff and units across the University, and delivers the managed desktop service for UAS and the Bodleian Libraries. Our objectives include:-
- Enable IT users to make full use of IT services and to return them to normal work after encountering a problem
- Enable end-to-end support for users by partnering with distributed IT staff and business partners.
- Provide access to an appropriate catalogue of licensed software and hardware at advantageous pricing
- Ensure that all members of staff within UAS and the Bodleian Libraries have access to an effective, usable, and secure desktop computing environment that is suitable for their role
- Develop support models, capabilities, and capacities for new or changed services and future client computing platforms
Administrative IT Services
Administrative IT provides support and management of the University’s administrative enterprise IT systems. This is achieved by Support Centres which, through collaboration between ‘the business’ and ‘IT’, provide and support enterprise systems and business processes which are aligned with business needs. Our objectives include:-
- Deliver and maintain robust, secure and responsive Administrative IT services
- Assess the level of satisfaction with the quality of service delivery among stakeholders and customers, utilising a variety of means, as part of a Business Relationship Management function.
- Ensure consistent best practice support processes for Administrative Services, developing appropriate and agreed support models for new or replacement services
- Lead or contribute on the development of new and potential projects relating to administrative systems
- Promote effective working practices with other IT Services groups (primarily Infrastructure, Customer Services, Academic IT Services, Project & Services Office)
Infrastructure Services develops and maintains a portfolio of core services and an extensive range of supporting IT infrastructure, including networks, platforms and applications that enable members of the University to undertake education, research and administration. Our objectives include:-
- Deliver and maintain robust secure, IT infrastructure and services
- Work in partnership with other parts of the University supporting IT infrastructure in order to deliver the most effective integrated infrastructure for the University
- Ensure a clear strategy and delivery plan for efficient consolidated IT infrastructure provision
- Provide customised, cost-recovered infrastructure services as required by divisions, departments and colleges
The Software Solutions group aims to provide high-quality software to support the collegiate University's administrative and academic processes to achieve the University’s strategic goals. Our objectives include:-
- Develop high-quality software to support the collegiate University’s administrative and academic processes
- Provide expert leadership in the design and delivery of applications and systems for the web, mobile, and desktop
- Deliver a highly efficient and effective software development methodology
- Design and maintain new services that increase the effectiveness, impact and reach of the collegiate University
The Information Security and Risk Management Group provides leadership and has responsibility for information security and IT risk management, business continuity and disaster recovery planning for IT Services, as well as for assessing the compliance and security of IT systems. Our objectives include:-
- Improve Information Security (IS) across the collegiate University; provide assurance to appropriate bodies that IS risks are reduced to an appropriate level.
- Embed IS governance in the collegiate University: policies drafted, implemented, promoted and supported, ownership of information assets identified, risks managed, compliance and assurance reported
- Identify new and/or improved services required to meet the University's Information Security requirements, plan/facilitate their delivery
- Improve detection of, response to, and reporting of Information Security (IS) incidents across the collegiate University
- Define and embed risk management processes in IT Services, enable appropriate IT risk reduction and management, and implement measures to ensure IT Services’ objectives are met
- Deliver, test and maintain an overall Major Incident Response Plan for services delivered by IT Services, in addition to coherent and updated Business Continuity Plans and Disaster Recovery Plans for key services
Programme & Project Delivery Group
The Programme and Project Delivery Group manages the design and implementation of new IT services and significant enhancements. We run dedicated programmes and projects to achieve this, each initiated to meet the objectives of our customers and to produce specific benefits for the University. Our objectives include:-
- Deliver projects and programmes on time and to budget, with agreed benefits/outcomes
- Balance the projects portfolio budget and group recharge account
- To manage delivery risks and adhere to our quality standards for solutions delivery by following the Programme and Project Delivery methodology appropriately
- Provide a responsive service that delivers projects & programmes to the satisfaction of sponsors
Projects and Services Office
The Projects and Services Office provides oversight and assistance to increase the quality of service and project delivery and the usefulness of online information delivered by IT Services. Our objectives include:-
- To establish and promote the Portfolio Office as a centre of excellence for project and programme management advice, oversight and support. Including gathering and disseminating good practice to and from the wider University and improving the delivery of projects by IT Services
- Develop and deploy a cost effective testing capability across IT Services that ensures that appropriate projects have credible quality assurance plans and reduce errors remaining at UAT and after go-live
- Enhance the IT Service Management (ITSM) capability for the department through an agreed ITSM strategy, adoption/adaption of a service lifecycle, delivery of an ITSM training plan and gathering and disseminating good practice to and from the wider University
- Improve the range and usefulness of information delivered by IT Services by providing an information strategy and associated guidelines, catalogues, freely available data sets and linked data sources
The Administration Group supports the CIO and the entire department in terms of strategy, planning and resource allocation, monitoring, and fulfilling its administrative responsibilities. Our objectives include:-
- Support and enable effective devolved financial management and decision making through providing reliable information and guidance that aligns with strategy, policy and financial regulations.
- Supporting IT Services staff and operations through efficient and professional HR management
- Enable IT Services operations through developing a long-term consolidated estates strategy in collaboration with Estates and Development Office.
- Training & Development – Support the personal and professional development of IT Services staff
Communications and Web Office
To support IT Services' mission and objectives through appropriate communications and web content. Our objectives include:-
- Raise awareness of IT Services facilities, services and projects
- Ensure that all staff are aware of IT Services’ vision, mission, and values, and understand what these mean to them in their jobs
- Foster an inclusive culture of information sharing, including responsibility for effective and timely communications