Leasing ICT equipment

The University is discussing leasing arrangements with a number of potential partners.

The Commonwealth Bank, with its partner ComputerFleet, has approached the University with a proposal to consider leasing rather than buying ICT equipment like computers, monitors, printers and even media equipment like digital cameras.

The system could work like the current IT Loan system to the extent that Divisions retain their autonomy to purchase equipment that fits their needs, although the University may also be separately considering centralising some purchasing if it can be shown to drive down the cost.

Under the ComputerFleet proposal, the University would replace equipment like desktop computers every two years, and end up paying less than the University pays for the computer if it buys a replacement every three years. Under the current IT Loan arrangements, the Division only pays 67% of the cost of new equipment (the rest is funded by the University centrally to encourage the Divisions to keen their stock of IT equipment current), so it may cost the Divisions more if they were to absorb the whole cost of leasing.

Benefits of the ComputerFleet proposal include:

• Replacement of ICT equipment every two years;
• Asset tracking is handled by the ComputerFleet’a ClientXpress software, management of which can be decentralised to the Divisional level or even finer;
• Using the ClientXpress software, costs can be applied easily to local cost centres and easily transferred as needs change (like research projects that may be completed, for example);
• At the end of the lease period ComputerFleet’s partner, APCD, disposes of the assets.

New Helpdesk software

New helpdesk software will improve communication with staff about the status of their requests.

The Division’s helpdesk is managed using some software originally developed some time ago: we have been planning to replace it but with the uncertainly surrounding the centralisation of ICT services it was not thought prudent to invest resources in a new or upgraded solution that may be defunct if and when centralisation proceeded. The recent IT & Infrastructure planning day highlighted the need to press ahead with an update: among other things to provide staff with information about where their jobs were in the system.

BLIS has been using the Computer Associates UniCenter ServicePlus Service Desk solution (http://www3.ca.com/Solutions/Product.asp?ID=191) for more than a year, and recently HDS also began using it (previously HDS didn’t have a computerised request tracking system). BLIS has offered us access to their system, for which they have requested a modest fee to help them cover the costs of the infrastructure. We would also need to buy 4 or 5 licences and provide analyst and administrator training for our help desk people.

Helpdesk phone upgrade

New phones and headsets will improve TSU telephone support.

Helpdesk phones have now been upgraded to new ones with headsets, so helpdesk staff can deal with support calls ‘hands-free’. As well as making it possible to interact with a computer to solve issues as they arise, it also makes it easier for the helpdesk to log requests in the helpdesk system so we have a better record of the work they do.

Remote support

Some decisions have to be made before the mechanisms for remote support of staff computers are introduced.

For some time now the Technical Services Unit has been accessing computers remotely for maintenance: mainly for configuring servers but we have also been experimenting with managing staff desktop machines via network access. We have a number of tools available to use that allow us, for example, to log on to a Windows or Macintosh computer over the network and share the screen, mouse and keyboard with that computer.

In the case of a request for support, for example, with the permission of the client the support person can log on to the client’s computer over the network, see what is on the screen, and use their keyboard and mouse to control the client’s computer as the client watches. Combined with phone contact, this provides a very simple way for support (and dare it be said ‘just-in-time’ training or ‘at-elbow’ support) to be delivered.

Once in place, such systems also allow us to update and reconfigure computers remotely, either singly or sometimes in groups as large as, for example, ‘all PCs in the Division’.

There are a number of challenges that need to be addressed before such systems are introduced throughout the Division: security and privacy being significant issues that need to be addressed appropriately. The widespread introduction of the systems will require software installation or upgrading and changes to settings on staff computers that may involve a visit by a member of the technical staff.

With Executive support we will develop a detailed plan, including costings, to implement this approach across the Division.

Staff relations

We do what we can...

Always at the end of Semester the levels of tension within the University community rise: with limited resources, competing deadlines and overwhelming requests for support this can lead to frayed tempers and misunderstandings.

While the TSU staff do their best, often above and beyond reasonable expectations, some staff members in the Division feel they aren’t getting the attention they deserve and express their dissatisfaction directly with TSU staff, sometimes beyond the point of what would be considered appropriate workplace behaviour.

TSU staff have been instructed to bring any instance of such behaviour to the attention of the Manager, IT & Media Services. Any support work for the individual staff member concerned will be suspended pending an investigation of the incident. If it looks like the complaint is justified an official complaint may be lodged with the University about the incident.

Divisional staff who are dissatisfied with the Technical Services Unit should take their grievance up with the Manager, IT & Media Services, or the Deputy Head of the Division, not with TSU staff directly.