Academic excellence for business and the professions
Information Services IT Services catalogue
www.city.ac.uk
Contents 2 Central IT services 6 Services to support education and research 10 Specialist services for Schools 14 Services to support student academic administration 18 Services to support the Professional Services departments 22 Web development services 26 Key terms
Telephone enquiries +44 (0) 20 7040 8181
Find out more, visit www.city.ac.uk/is
Online enquiries www.city.ac.uk/itservicedesk
Read our blog blogs.city.ac.uk/informationservices
Foreword Welcome to our guide to the information technology services offered to students and staff by the Information Services Directorate at City University London.
Our Information Technology strategy is intended to ensure that there is a clear relationship between investment decisions in technology and the University’s overall strategy, goals and objectives. It is focussed on providing our customers with the very best in IT services. In particular we concentrate on the student experience and City’s research activity. To meet this aspiration, our services will be delivered: Unambiguously: Clearly publicised services which have been articulated, defined and agreed with our customers. On demand: All business, education and research services will be appropriately accessible by authenticated University customers. Ubiquitously: Appropriate services will be available from any internet connected device, mobile or otherwise. Consistently: Processes will become efficient and standardised with alignment to best practice frameworks. Regardless of location or affiliation, customers will undertake the same (minimally obtrusive) steps to receive services. Customer Driven: Services must always be aligned to the needs of the institution. Securely: Data will be securely archived and managed. It will be accessible and restorable on demand. Inconspicuously: IT will deliver services that are inconspicuous to the customer. Technology incidents should not impact service delivery. Innovatively: IT will deliver innovative services to support education, research and enterprise activities. This document contains a comprehensive list of all of our services. I hope that you will find it both interesting and informative.
Paul Haley FBCS CITP FRSA Chief Information Officer
www.city.ac.uk
1
Central IT services
2
Information Services
The central IT Services function consists of the IT Service Desk, Audio Visual Support, Desktop Support, Telephony and IT Training. This function provides all IT support for students and staff within the University, including password resets, Audio Visual (AV) equipment setup for events, video editing and building PCs. We also maintain classroom IT and AV equipment and provide remote support via phone. All IT related requests and problems are directed to the IT Service Desk in the first instance who resolve the issue or triage them to the responsible team for resolution. The aim is to provide sector leading IT Services which will help differentiate us as a leading university.
Case study The student computer lab PC refresh is managed by central IT Services each summer and ensures that the University has sector leading student IT facilities. The 2014 refresh involved replacing student PCs with the new All-In-One design and rebuilding each one with new student software. This was an intensive project for Central IT Services and involved planning and managing the replacement of around 600 PCs and 143 applications on 1,376 student PCs. Each PC undergoes a weekly technical check to ensure it is fully operational. This means that the team undertakes approximately 55,000 checks on our PCs each academic year.
www.city.ac.uk
3
Central IT services To access this service:
Telephone enquiries +44 (0) 20 7040 8181
Online enquiries www.city.ac.uk/itservicedesk
Asset management
Desktop support
Managing the whole lifecycle of PCs, laptops, tablets, printers and other IT devices.
Desk-side IT support including desktop, laptop and printer maintenance and repair, software installation, virus removal and system support. To schedule a visit please call the IT Service Desk.
Assistive technologies Specialist hardware, software and lecture space technologies such as induction loops which are designed to assist students in their education. Details of services available in the Library can be found here: libguides.city.ac.uk/c. php?g=40540&p=258317
AV in teaching spaces (PODs) Previous page: staff assisting a student at the IT Service Desk in Drysdale Building. Above: The IT Service Desk monitors call volumes and waiting times. Top right: IT Training in our purpose built training room at Abacus House
AV equipment in all classrooms. The standard POD includes a Windows PC with standard software, VHS and DVD player, CD and cassette player, visualizer and laptop connection point. There is also a telephone in each room to call for assistance if required. Full details can be found here: www.city.ac.uk/about/education/lead/ sle/learning-technologies/avpod
Calendaring Personal or group electronic calendars viewable on any device to allow scheduling and notification of business events.
Call centre software Automatic call distribution via rules and options (‘Press 1 for…’) allowing users to direct and manage large volumes of incoming calls. Used annually for the Clearing hotline.
Computers for staff Standard PC or laptop for staff members. This is supplied with a software package including Microsoft Office, anti-virus and internet browsers. For specialist software please contact the Service Desk. Full details are here: https://intranet.city.ac.uk/staff/ it_staff/it_staff/is_purchasing/product_ list/dell_computers.html
4
Email Access to the Microsoft email system which provides secure email storage and other standard features. Email may be accessed via email.city.ac.uk
Equipment loans Small stocks of equipment available for loan, including laptops, cameras, portable TVs, projectors and microphones. Loan duration is normally limited to one week. Please submit requests via the Service Desk.
Fixed telephones Fixed line telephone communications, extension numbers and handsets. These can be for desks, shared areas and single use. Telephones can be limited to internal, national or international access.
Instant messaging Internal and, where allowed, external secure messaging including user directory and presence awareness. Enables custom lists of colleagues and peers, displays who is available and permits quick, secure conversations or sharing of files.
Internet High speed Internet connection offering 99.999% availability. Normally accessed via Wireless for mobile devices or wired for static devices.
IT Service Desk First level IT support via phone, web and in person at the IT Service Desk. This includes request administration and fulfilment of standard IT requests via the self-service portal: www.city.ac.uk/itservicedesk. The full service is available between 8am and 8pm during term time. Outside of these hours an IT advice and support service is available 24/7 on extension 8181.
Information Services
IT training
Printing for students
User account management
IT training and support for staff on the use of University business systems. This includes training on our student record system (SITS), our HR and finance system (SAP), our website content management systems (Squiz) and a range of other systems including Form Assembly, E-shop, Expense on Demand, and Business Warehouse. Details of available training are here: https://intranet.city.ac.uk/staff/ it-training/
Printing, scanning and photocopying for all University students on University premises. A charge is made for student printing and students can top up their account at the print credit kiosks or online https://intranet.city.ac.uk/students/it/it/ print.html
Assignment of personal accounts for staff, students and contractors permitting access to network resources. Accounts are assigned to an individual and must not be shared. Please allow two working days for account creation.
Shared email addresses
Tools permitting one to one or many to many video calls with added features such as screen and document sharing. Allows working collaboratively on a project with people anywhere in the world as if they were in the same room.
Mail lists Standard email distribution lists and a method to manage who can send and who will receive messages sent to them.
Mobile telephones University mobile telephone management including sourcing, cost recharging and management. Mobile phones can also be deactivated and data wiped if they are lost or stolen. Mobile phones are limited to UK use as standard but can be enabled for international use on request via the IT Service Desk.
Printing for staff A large variety of printers, from small workgroup units to large multifunction devices (MFDs) which also include photocopiers and scanners. All printers are set to print double sided as standard to reduce paper use. Please only print in colour when absolutely necessary.
Shared mailboxes with generic names so that a group of people can manage group emails. Examples include switchboard@ city.ac.uk and IT-Alerts@city.ac.uk
SMS messaging Bulk text messaging service for large scale communications to students and staff.
Student lab Macs Powerful Apple Mac computers with specialist software packages and features. There are more than 100 macs distributed over the campus dedicated for student use.
Student lab PCs High specification PCs running both Windows and Linux with standard software packages to support teaching and learning. There are over 1300 PCs across the campus including 24 hour access labs. You can find available computers here: www.city.ac.uk/ visit/computer-rooms
Switchboard Telephone number directory accessible by either calling 100 or visiting https://www. city.ac.uk/phone
Video conferencing / meetings
Video production Filming of guest lectures, presentations, assessments and other events. Once recorded the film can be edited according to specific requirements and supplied in a variety of formats and mediums.
Voicemail Facility to collect, store and reply to voice messages as well as redirect calls to different locations and set personal greetings. Access is via dialling 6886 internally or 020 7040 6886 externally.
Wireless network Eduroam wireless internet available throughout the campus and at participating institutions worldwide. Available for students, researchers and staff. Visitors from other participating institutions can connect to our Wireless as if they were at their home institution.
Teleconferencing Telephone system allowing group conversations between internal and external stakeholders. This is only available in specific rooms. www.city.ac.uk
5
The Services to Support Education and Research team supports a portfolio of technologies which underpin teaching, learning and research activity at the University. The heart of this service is Moodle and our work includes maintaining, developing and integrating this and the many other systems that are used to provide or support teaching and learning at the University. This includes platforms for online assessment, blogging, video delivery, plagiarism checking and lecture capture. We work in partnership with the Educational Technology team in the Learning, Enhancement and Development department (LEaD) and the Technical Services team in the Library.
Case study When Moodle was introduced in 2010 there was no automated way to roll over content from one year to the next. In response to a clear need for improvement the current process was analysed and then redesigned with ease-of-use and efficiency as the main drivers. With a new process identified, the team came up with a prototype Moodle plugin to handle module rollover. To do this, the team processmapped, wire-framed and then built a prototype application for Moodle to be used by academic and administrative staff. We plan to further enhance the tool based on feedback from users and have already had enquiries from other universities about sharing the tool.
6
Information Services
Services to support education and research
www.city.ac.uk
7
Services to support education and research To access this service:
Telephone enquiries +44 (0) 20 7040 8181
Online enquiries www.city.ac.uk/itservicedesk
CampusPress
Library catalogue
A platform for users to create and maintain their own WordPress blog. Blogs can be used to facilitate collaboration between groups, track project progress or to publish items of interest. See the blogs here: blogs.city.ac.uk
System for searching, locating and accessing resources (where available online) in City’s library catalogue. There are dedicated kiosks for accessing the library catalogue within the library. To see the library catalogue visit: www.city.ac.uk/library
Digital copyright management System for request initiation and content delivery for scanned works that includes requisite tracking for CLA reporting purposes.
Electronic assessment & feedback Previous page: Lectures can be filmed and streamed online. Above: Students are encouraged to bring their own device and connect to our network. Top right: Lecture capture is available in most lecture theatres.
Integrated library system for resource management, digital asset management and dedicated kiosks for checking-out and returning books.
A suite of technologies for providing electronic assessment and feedback facilities including Moodle (gradebook, assignment, quiz) and Turnitin Grademark.
Live event streaming
Financial terminals
Multimedia repository
Dedicated PCs for accessing Bloomberg Professional Services and Thomson Reuters.
Repository to store and playback audio/ video content for use in the VLE or website. More information available at: mediaspace.city.ac.uk
Institutional repository (City Research Online) System for storage, search and retrieval of City University London’s research output in electronic format. City Research Online is available here: openaccess.city.ac.uk
8
Library management system
Facility for streaming live events to the web with additional feature of recording for later use.
Numerical computation environment A suite of tools for advanced mathematical computing and visualisation including the WIRIS plugin for Moodle.
Lecture capture
Online exams on lab PCs
Lecture capture system (Echo360) installed in large learning spaces to record presentation and video and make available online to staff and students. Staff have access to editing tools. Access via VLE (Virtual Learning Environment) and restricted access via echo360.city.ac.uk
PC modifications for use in online exams where restrictions need to be placed on the usual use. Includes a VLE plugin for restricted access to assessments.
Past exam papers Collections of past exam papers for revision purposes.
Information Services
Personal capture
Research databases
Facility for ad hoc audio/video/desktop capture from user’s personal device. Possible uses to enhance educational resources or form part of a VLE module.
Access to a variety of research databases (e.g. Credo, Factiva, Nexis UK, Orbis, Thomson One).
Plagiarism detection (Turnitin) An online service that checks content of submitted work against databases to produce an originality score. This can be used to show content copied from other sources and most assignments submitted via the VLE use this detection.
Podcasting A service for delivering podcasts to be made available via iTunes. Revision guides, study tips and recordings of lectures are all popular uses of podcasts.
Publications database Database for storage and management of City University London’s related publication data. Restricted access. Find the database at: publications.city.ac.uk
Reading lists System for managing academic reading lists. Can be accessed directly and via the VLE and is linked to the library catalogue. Reading lists are available here: readinglists.city.ac.uk
www.city.ac.uk
Specialist software on student PCs and PODs A collection of specialist software that is included on student lab PCs and teaching room PCs (PODs).
Virtual learning environment (VLE) An online platform for storing modulerelated learning content (documents, videos, podcasts and more), capturing assessments and grades, facilitating technology-enhanced learning activities and embedding many of the other services listed here. To visit Moodle, go to: moodle. city.ac.uk
Voting system Systems for capturing user votes via handsets (Personal Response System – PRS) and PowerPoint or mobile phone and browser. This can be used to gauge opinion during a lecture, answer questions and gather feedback.
9
Specialist services for Schools
10
Information Services
The Specialist Services Team (SST) provides specialist technical support in areas such as AV systems development and production of bespoke computer programmes as well as support for technology in specific academic disciplines. This includes provision of high performance computing, state of the art radio studios and virtual clinical training facilities. The SST also works closely with in-house Professional Services such as Property and Facilities (PAF) and Learning Enhancement and Development (LEaD) providing technical and logistical support for projects across the University.
Case study Over the summer of 2013, a refurbishment took place in the Radio Studios to deliver studios that were equivalent to, or better than those used by major national broadcasters such as the BBC. The new functionality included networked Studer digital audio mixers; Spot On touch screen jingle players and solid state recorders. This was a complex project which changed the configuration of the studios to incorporate a central control room, in addition to a range of brand new technologies. The project had to be executed over a few weeks during the summer when then students were not using the space. The studios were an instant success with our student radio station, City On Air, which started broadcasting as soon as the facility was finished at the start of induction week. With state of the art technology, we have been able to provide “real life� broadcasting techniques including building programmes with a range of effects and using live reports from reporters on their 3G mobile telephones. Our Journalism students are getting real broadcasting experience as part of their education.
www.city.ac.uk
11
Specialist services for Schools To access this service:
Telephone enquiries +44 (0) 20 7040 8181
Online enquiries www.city.ac.uk/itservicedesk
3D computer generated design
Consulting services (PAF)
Consultancy providing illustrations of potential AV and layout solutions for PAF and other projects. This allows functional and aesthetic consideration of future improvements before work goes ahead.
IT logistical management and support for Properties and Facilities (PAF) projects. This is mainly when learning spaces and office moves occur and involves the break down and setup of large amounts of technical equipment.
3D printing 3D design, printing and support primarily for SMCSE (School of Mathematics, Computer Science and Engineering). This allows rapid prototyping of engineering models and computing parts.
Application development services Previous page: Music students have state of the art recording studios. Above: Our TV studio teaches journalism students how to edit their own shows. Top right: The 3D printer available in SMCSE
Custom applications development for Cass and other schools, consisting of business analysis, process modelling, data flow modelling, project management, vendor engagement and support.
Assistive technologies consultancy Planning, design and implementation of new technology designed to assist students who may make use of it. This includes specialist hardware, software and lecture space technologies such as induction loops.
AV consultancy & solutions service Consultancy and project management for AV requirements for new/refurbished spaces. Expert advice is given relating to making the best use out of the space and enhancing the student experience.
AV systems monitoring Each teaching POD is monitored for potential problems. When an issue is detected a report is sent to the maintenance team so it can be resolved before the POD is required. In the rare cases where a lecture is affected we can provide remote support.
Baby clinic technology Department of Psychology infant research facility.
Bespoke computer programming Specialist applications produced to allow specific functionality for research groups. These are built on a wide variety of technologies and systems consistent with the research being undertaken. 12
Digital signage Digital signage across the campus supplying information on room timetables, special events, promoting the student survey etc. These are all centrally controlled and in the most part content is automated.
Eye test charts Computer based scalable and calibrated charts for testing vision.
Faraday cages Providing electromagnetic noise shielding to facilitate Electroencephalography (EEG) research.
High performance computing A large super computer to facilitate research computation. This performs complex data analysis and huge calculations which would take months on a standard PC. For more information about the HPC visit: http://solon.city.ac.uk/
Music technologies Management and support of the professional music technologies in the performance spaces in the School of Arts & Social Sciences. This includes the mixing desks, PA and lighting systems, digital recording and the support of performances.
Optometry patient booking service System for managing appointment bookings for eye tests and other Optometry services.
Radio studio services Design and management of the Radio studios in the Department of Journalism. The studios were recently upgraded to provide industry leading facilities to enhance the student experience.
Information Services
Specialist AV support For complex installations which may include the programming of AV control systems and the integration of new or non-standard hardware.
Specialist education support services Support for students and staff in the Departments of Journalism, Music and Culture & Creative Industries, Psychology, Language and Communication Science (LCS) and Computing, which have specialist services including the TV studios, Radio studios and the Performance Space. IS can support specific School learning requirements subject to feasibility and funding. Please contact the Business Relationship team within IS for an initial discussion.
Specialist research support services Support for Department of Psychology which has Laboratories and equipment such as Faraday Cages, Baby Clinic and research units for autism research and cognitive neuroscience and for the SMCSE which has High Performance Computing (HPC).
Specialist support for central projects Development and feasibility studies of new technologies for Learning and Teaching and other areas of Specialist IT and AV systems arising from building development and moves, learning spaces development projects and AV capital budget spends.
TV studio services Management of the TV control room, new HD virtual reality TV studio floor and associated equipment; learning support for students and staff; and high speed network and storage allowing HD video production along with camera and microphone loan.
VERT lab Radiotherapy virtual clinical training facility.
Video recording for academic evaluation Recording of student assessments involving a practical demonstration of understanding. This is particularly used on clinical courses.
IS can support specific School research requirements subject to feasibility and funding. Please contact the Business Relationship team within IS for an initial discussion.
www.city.ac.uk
13
Services to support student academic administration
14
Information Services
These services provide support and development of student academic administration systems and the processes that utilise student data. This includes support and development of the student records database (SITS), its web interface (E-vision) and a number of related student systems such as applications, online registration and alumni systems. These services are constantly evolving and some services are undergoing a programme of change to ensure they fully support student academic administration. In addition these services include: • Technical implementation of the programme approval process • Maintenance and development of the academic model • Support of assessment and awards processing • Process mapping and analysis of student lifecycle events.
Case study The University’s Highly Trusted Sponsor (HTS) status with UK Visas and Immigration (UKVI) is dependent upon robust and complete processes to manage the issuing of student visas, monitoring attendance and ensuring compliance. Student Systems worked closely with Student and Academic Services on the Certificate of Acceptance (CAS) process with attendance monitoring. When the UKVI introduced the requirement of attendance monitoring, Student Systems worked with Academic Services to analyse the requirements and document existing processes within the University. We then defined and mapped a new process. Following this collaboration, the Student Systems Team delivered a workflow based tool to assist with monitoring to ensure City’s compliance with the UKVI requirements.
www.city.ac.uk
15
Services to support student academic administration To access this service:
Telephone enquiries +44 (0) 20 7040 8181
Online enquiries www.city.ac.uk/itservicedesk
Accommodation services Support of the accommodation services Interface between SITS and the accommodation management system.
Assessment board reporting Support of the BI Query Assessment Board reports.
Assessment processing Technical support and advice for SITS assessment processing.
Awards processing Technical support and advice for SITS award processing. Previous page: Graduation ceremonies are streamed online Above: The Portal allows students to find a range of online services in one place. Top right: The Student Centre adopts a range of technologies to assist students with their needs.
Business process mapping Facilitating the mapping of University business processes.
Careers online services External support to Careers Hub regarding SITS data issues.
Clearing technical support Technical support and advice for SITS during clearing.
Council interfaces
Support of SITS data extract to alumni systems.
E-vision tasks and vistas Support and development of SITS e-vision user interface.
Exam scheduling Provision of SITS extracted data and e-vision functionality for exam scheduling data collection.
Graduation technical support Technical support and advice for SITS during graduation.
In-person registration processes In person support of the SITS environment during registration.
Online registration processes Technical support and advice for the online registration web presence.
Online course evaluation Product ownership of Evasys and support of e-vision data collection screens.
Data exchange with local Councils to facilitate council tax discounts.
Online Post Graduate Applications System (OPAS)
Course and module record management
Development and user support of the e-vision online post graduate application form and integration.
Processing of central and school amendments and maintenance of the academic model.
Current student enquiry management (CARE) Provision of data and data Loading for CARE.
16
Development and alumni records management
Progression processing Technical support and advice for SITS progression processing.
Research degree progress tracking (RAP) Support of integration to SITS and supplier relationship management.
Information Services
Start of year technical support Technical support and advice for SITS during academic year rollover.
Student Centre desktop for staff Gathering of user requirements (includes packages relevant to their role) for the Student Centre build variant.
Student records management
Transport for London (TFL) interface Transferring data to TFL so that students can apply for discounted travel.
UCAS interface Support of the UCAS data link allowing information to be shared directly between UCAS and City University London.
Technical support and advice for student record processing.
UKVI, process and student self-service
Student self-service exam results
Technical support and advice for student facing e-vision processes for CAS data collection, student passport and visa data collection as well as data processing and interface with UKVI.
Technical support and advice for e-vision screens for student self-service address maintenance and exam results.
Student records reporting Technical support and advice for student records reporting.
Support of DHLE reporting Support of the bi-annual DHLE processing.
Support of statutory returns – Student Loans Company Support for the enrolment and attendance confirmation processes.
Timetabling interface Provision of SITS extracted data and e-vision functionality for timetabling.
www.city.ac.uk
17
Services to support the Professional Services departments
18
Information Services
This area supports the technology that enables core business processes to function in the areas of Finance, Human Resources and Property and Facilities. At the core of the functionality is a suite of software known as Systems Application Products (SAP). We ensure that this is maintained to meet business and statutory requirements, such as requirements for real time information by HM Revenue and Customs. We also support additional services such as online payments which are sourced via 3rd party providers and integrated where necessary with our internal applications. Current initiatives are based around the provision of more self-service functionality for staff and around driving process efficiency by fully applying the capabilities of our existing services.
Case study Assessment Board Reports were created in the Business Intelligence Query reporting tool in 2004. At that time the Legal Practice report was not created within the system as it follows a non-standard format. This meant that the report had to be created manually using downloads from SITS and then merging data in Excel. Working in conjunction with Academic Services and the School of Law, the IS team defined the requirements and developed an automated report. After various rounds of testing the report was used for the first time during the July 2014 Assessment Boards.
www.city.ac.uk
19
Services to support the Professional Services departments To access this service:
Telephone enquiries +44 (0) 20 7040 8181
Online enquiries www.city.ac.uk/itservicedesk
Finance Services
Human Resources Services
Accounts payable
Staff HESA return
Administration of outgoing payments such as supplier invoices and staff expenses.
Preparation and submission of staff HESA (Higher Education Standards Authority) return, and data quality.
Accounts receivable Administration of incoming payments, including tuition fees and refunds.
Management reporting for HR
Banking payments and reporting
Personal data management Maintenance and administration of HR data.
Administration of payments made via purchasing-cards.
Previous page: Security staff monitor the CCTV around campus. Above: Processors at our data centre keep all of our systems running. Top right: We map out processes to create technical solutions to problems. Middle right: Our staff are on hand to ensure the University stays online. Bottom right: Working on the racks in our data centre.
Management reporting of HR information.
SAP HR
Customer payments
Overall HR service as supported by SAP.
Ensuring all customer payments made in person, online or via automated telephone payment system are posted through to SAP.
Staff recruitment
Finance / controlling
Visiting Lecturers contract management
Overall administration of finance.
Management reporting for Finance
Administration of staff recruitment process.
Administration of Visiting Lecturers.
Management reporting on all aspects of finance.
Payroll and Pensions Administration of staff payroll and staff pensions.
Purchasing Administration of purchasing including the payment cards used.
Staff expenses Submission and administration of staff expense claims through to payment.
Student fee generation Generation of student fees and posting against the student account in SAP. This includes the generation of the fee matrix.
20
Information Services
Property and Facilities Services Computer Aided Facilities Management system (CAFM) Support for the Computer Aided Facilities Management system.
CCTV Campus wide CCTV centralised controller.
ID card database Facilitates the management and production of ID cards.
www.city.ac.uk
21
Web development services
22
Information Services
The Web Development team provides support and development of the University’s main corporate websites, the student and staff intranets, and ancillary web applications. We work closely with the Digital Marketing team to deliver digital marketing and communications, following best practices for digital marketing, design and development to ensure our website is effective, efficient and supports City’s Vision and Strategic Plan.
Case study The Academic Experts project created a searchable directory of research, publications, teaching and other activities undertaken by City academics. Content of our publications databases was made available online, highlighting research at City and providing the foundation for a directory of expertise and specialities.
www.city.ac.uk
23
Web development services To access this service:
Telephone enquiries +44 (0) 20 7040 8181
Online enquiries www.city.ac.uk/itservicedesk
Academic experts
Corporate website
Profiles of academics on the City University London and Cass websites, including their publications and research areas. This is externally searchable by anyone who is seeking a City University London expert.
The main University website built using a Content Management System (CMS). IS develops and supports the features of the CMS which the Digital Marketing team uses to display engaging content.
Alumni website
Custom web forms
The fundraising web site for alumni. This allows a dedicated channel to communicate with our alumni about offers, courses, events and reunions.
Development of complex Form Assembly forms that require advanced features. These can be used for any data gathering exercise and includes built-in reporting and analysis.
Cass address book User database and access control for Lotus Domino.
Online store
Previous page: Making a purchase on our online shop.
Cass annual leave for MSc and MBA
Above: A student connects to our wireless internet service, Eduroam.
Cass leave booking for MSc/MBA students.
Development and maintenance of the University online store. Short courses, event tickets and other merchandise are available to purchase on the site and it is used for student fees and alumni donations.
Cass Experts
Student and staff intranet
Opposite: Our website is responsive meaning it can be viewed on a range of devices.
Cass Knowledge
Internal web pages supplying information to students, researchers and staff. Includes overviews of all Professional Services departments.
Web site highlighting research at Cass Business School.
Web search
Profiles of academics, their publications and specialities at Cass Business School.
Cass syndicate room booking
Search engine for all University web content.
Cass room booking for MSc/Masters students.
Clearing app Web app to guide telephone operators when assisting prospective students during the clearing process. This provides accurate information on City courses supporting student recruitment.
24
Information Services
www.city.ac.uk
25
Key terms A glossary of IT terminology at City
Business Owner: The primary sponsor for projects. The Business Owner defines business processes and business requirements for a service. Enhancement: A major change to a service at the request of a customer often to support a change of business process or requirements. Escalation: A request to obtain additional resources when these are needed to meet service level targets or customer expectations. There are two types of escalation: functional escalation and hierarchic escalation. Incident: An unplanned interruption to an IT service or reduction in the quality of an IT service. Intelligent Customer: A customer of IT Services that has all of the abilities to enable the successful planning, specification and use of IT Services to achieve business objectives at best value for money. IT Business Relationship Managers: A role responsible for maintaining the relationship with one or more customers. IT Service: A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Service Desk: The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users. Service Level Agreement: An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. Service Level Target: A commitment that is documented in a service level agreement. Service level targets are based on service level requirements, and are needed to ensure that the IT service is able to meet business objectives. They should be SMART, and are usually based on key performance indicators. Service Manager: A manager who is responsible for managing the operations and end-to-end Lifecycle of one or more. Service Now: The software system that records and tracks IT work. Users can log Requests and Incidents and they will be forwarded to the correct team for action. It can be accessed here: www.city.ac.uk/ itservicedesk
Major Incident: The highest category of impact for an incident. A major incident results in significant disruption to the business. Request: A request from a user for something to be provided – for example, a request for information or advice; to install some software or to install a workstation for a new user.
26
Information Services
The Information Technology Team.
www.city.ac.uk
27
28
Information Services
City University London Northampton Square London EC1V 0HB United Kingdom T: +44 (0)20 7040 5060 www.city.ac.uk/is
Telephone enquiries +44 (0) 20 7040 8181
Online enquiries www.city.ac.uk/itservicedesk
Find out more, visit www.city.ac.uk/is
Read our blog blogs.city.ac.uk/informationservices
www.city.ac.uk