Overview

Background

To establish the processes and documentation that are required in order to allow the creation of a central support service for the University’s industry engagement, using the processes and platform (CRM) already developed for Edinburgh Innovation (EI), the Bayes Institute and the Principal’s Office.  This service will centralise support that would otherwise be carried out by specialists in each business unit.

This service is needed immediately, in order to handle the volume and pace of work required for the City Deal in particular and the increasing demand for industry relationship management (IRM) across the University.

It is expected that this Project will form the basis of a number of further Projects that will likely see the formation of a CRM Programme within IS in the 2019/20 financial year.

Scope

• Determine and document the service strategy and support requirements for the IRM service
• Establish supporting SLA/OLAs
• Complete a procurement options appraisal, the precursor to a procurement strategy and understand if licensing can be consolidated
• Establish and document any training requirements
• Agree the required processes / contact point(s) in support of the new Centralised Service

Out of Scope

The following items will most likely form deliverables of future projects, this project is a feeder for these:

• The completion of a procurement strategy and any subsequent actions required
• This Project will establish requirements / the ability to run / support a Service from within Service Management, however implementation will not be possible until Resourcing is available, recruitment is out of scope

Objectives and Deliverables

Priority: M = Must Have; S = Should Have; C = Could Have; W = Want

• M = has to be satisfied for the final solution to be acceptable in terms of delivery dates, compliance, viability etc.
• S = high-priority requirement that should be included if possible -workarounds may be available
• C = a nice-to-have requirement
• W = want but will not be part of this project

• O = Objective
• D = Deliverable

Benefits

Users of the IS (Service Management) Supported IRM Service would benefit from:

• Project based approach for future onboarding
• Change Management
• Relationship with the IRM Business Owner
• Establishment of SLAs/OLAs
• The service will provide central management for the vendor relationship, with the possibility of negotiating reduced licence costs
• The provision of a centralised Support Service for the various IRM User Groups within the University
• Consolidation of technical knowledge and support

Success Criteria

• The ability to be able to establish a new central IRM Support Service within Service Management with a clear engagement process
• Delivery of SLAs/OLAs
• A plan / strategy for the consolidation of licensing for CRM across the UoE for IRM (where possible)

Project Milestones