1. About TIS

About Technology and Information Services


Technology and Information Services (TIS)  includes the former Directorate called  Information and Learning Services (ILS). Among other areas, TIS has primary responsibility for the development and management of the University’s library and information services, communications and information technology infrastructure, generic computing facilities, and management information services.  It has strategic technical and operational responsibility for developing and delivering corporate web based services, including the intranet and extranet; mobile computing; telematic services; technologies for remote learner support; video-conferencing; and other new or emerging technologies.

The stated mission of TIS:

To provide innovative, effective and sustainable library, media, computing and information services, working with key partners to ensure cost-effective solutions in order to enable and enhance the pursuit of University objectives. [2010]

Services are managed through:

  • Strategy and Architecture (Business Partners and Technical Architects) 
  • Solution Delivery (Project Managers, Business Analysts and Developers)
  • Service management (Operations & Maintenance and Support)
  • Library and Digital Support (Library and IT Gateway and Content Development and Support)
  • Academic Support Technology and Innovation (Information Specialists, Learning Technologists and Digital Skills Developers) 
  • Management Support and Administration 

For further information please see:

1.1. Technology & Information Services management structure
Information and Learning Services is now Technology and Information Services, with the following sections. All Heads form the senior leadership team, with the CIO. 
 
  

Strategy & Architecture

  • TIS Business Partnership
  • Technical Architecture
Adrian Hollister (Head of Strategy & Architecture)
Solution Delivery
  • Technical Project Management
  • Business Analysis
  • Development
Paul Westmore (Head of Solution Delivery)
Service Management
  • Operations and Maintenance
  • Support Management
Gary Bayliss (Head of Service Management)

Library and Digital Support

  • Library and IT Gateway
  • Content Development & Support
Jane Gosling (Head of Library & Digital Support)

Academic Support, Technology and Innovation

  • Academic Support
  • Learning Techology
  • Digital Skills Developement
Professor Neil Witt (Head of Academic Support, Technology and Innovation)

Management Support & Administration

  • Administration
  • Supplier Management
  • Planning & Quality
  • Customer Communications
Richard Seddon Head of Management Support & Administrartion
Project Management Office Andy Honey

(Head of Project
Management Office)
   John Wright (Chief Information Officer)
 
1.2. Technology and Information Services (TIS) Service Desk

The Technology and Information Services (TIS) Service Desk, is your first point of contact for reporting any IT issues or to ask questions or raise requests related to IT Services.

Our dedicated staff have a broad knowledge and in many cases can deal directly with your issue or request, frequently resolving things at the time of contact. When this is not possible they will assign through to a specialist team.

There is a 24hour phone Service, 01752 588588 or extension 88588. Staff can access a self-service portal https://itselfservice.plymouth.ac.uk where issues can be reported online, or requests relating to services can be raised. Progress of reported issues or requests can also be tracked here.

The service desk adheres to the Information Technology Infrastructure Library (ITIL) version 3 best practice framework.


Part of this framework uses certain terminologies that TIS uses on a day to day basis, please find definitions of these terminologies below:

Incident

An unplanned interruption to service, or an unexpected degradation in service. An example of an incident could be a computer not starting up correctly, or Microsoft word not loading up. Incidents are categorised and prioritised according to business impact, using such factors as numbers of people affected, system criticality and deadlines.

Service Request

A service request is defined as a customer sourced request for service. Service requests are of a high volume, and low risk. TIS predefine all service requests as to provide our customers with a ‘menu’ of requests to pick from; these defined requests are then delivered within a set timeframe.

Examples of service requests are:

· A request for a new PC.

· A request to move a computer.

· A request to access a shared area.

· A request for a new mobile phone.

Service Outage - Major Incident 

A Service Outage - Major incident is called internally within TIS whenever a critical system/service that has a large impact on the business, suffers significant degradation in service, or fails.

Major Incidents cause serious interruptions of business activities and are handled with greater urgency.

Major incidents are treated with the highest priority, when a major incident takes place teams within TIS get together to assess the situation and resolve as soon as possible. The end step of the Major incident process relates to how TIS can ensure that a repeat occurrence does not happen again.

1.3. Rules & Regulations

Rules and Regulations

Please see the links below for various library policies.

Food & Drink Policy

 
1.3.1. IT Policies
 
IT Policies are available on the Information Security webpage:

https://www.plymouth.ac.uk/your-university/governance/information-governance/information-security  

 

Use of Computers Policy, replaces the older 'Rules and regulations of Computing Use' and is linked below: