Closure Report

Project Summary

The framework delivered by this project will enable us to monitor our collective readiness for start of term and *does not* replace the very good work already being done within the ISG Divisions and across the University on start of term activities.  The project will leverage and build on on the service based work already done including the excellent start of Term Major incident report that User Services Division put together last year.

This outputs from this project will include:

  • Business context for 2017/18 start of term in particular any changes in student numbers, business processes, people or systems which may impact on risk   
  • Confirmation and visibility of the staff responsible for start of term readiness in each ISG Division 
  • Visibility of the projects delivering services needed for the start of term, their delivery RAG status
  • Risk and dependency management at portfolio level for all ISG projects needed for the start of term  
  • Visibility of the IT and Library Business Services needed for the start of term (based on the Service Catalogue) and their readiness RAG status
  • Visibility of the people needed to deliver support services over the start of term period, including out of hours support, and their readiness RAG status 
  • Processes for reviewing readiness of  services, projects and people at least fortnightly during the period June to October 2017  
  • Ensuring clarity and effectiveness of the change management process focusing on the rules, process and details of the change control period before and during Start of Term
  • Ensuring measurement and reporting of  Start of Term KPIs  with a comparison against the equivalent data for last year. these KPIs will  include:
    • number of outages
    • overall student facing systems availability over the Start of Term period
    • usage stats
    • change requests requested and approved during the change control period. All these should be compared against last year's data.

This project is starting in June 2017 and will cover all the period from the start of teaching in July (some areas  only), the formal start of the academic year on 1st August, International Arrivals Weekend 9-10 September, Welcome Week starting 11th September, Teaching Week 1 starting 19th September and Teaching Week 2 starting 26th September.

This project will provide an invaluable framework for ensuring a successful start of term as well as values information and lessons learned for future years.  

 

Objectives & Deliverables

Deliverables below are focused on monitoring the overall readiness and confidence for the start of session 2017/18.

No.

Description

Status

O1

To reduce disruption to services as far as possible and to ensure that impact on users is minimised.

Achieved

D1

Business context for 2017/18 start of semester 1 in particular any changes in student numbers, business processes, people or systems which may impact on risk.

Achieved
D2

Confirmation and visibility of the staff responsible for start of semester 1 readiness in each ISG Division, and staff people needed to deliver support services over the start of term period; this includes out of hours support, and readiness RAG status.

Achieved
D3

Visibility of planned changes to existing services from Change Management, and from projects in progress with their delivery RAG status.

Achieved via link with CAB

D4

Visibility of planned new services required by start of semester 1 delivered by projects in progress and their delivery RAG status.

Achieved

D5

Risk and dependency management at portfolio level for all ISG projects needed for the start of semester 1.

Achieved

D6

Visibility of the IT and Library Business Services needed for the start of semester 1 (based on the Service Catalogue) and their readiness RAG status.

Achieved
D7

A single site providing an overview of projects, services, teams, and RAG statuses; this site should be accessible by anyone in IS to assess the position of the start of semester readiness; This will help establish the status of deliverables D2, D3, D4, D6.

Achieved
D8

Processes for reviewing readiness of  services, projects and people at least fortnightly during the period June to October 2017.

Achieved
D9

Ensuring clarity and effectiveness of the change management process focusing on the rules, process and details of the change control period before and during Start of Semester 1.

Achieved via link with CAB
D10

Ensuring measurement and reporting of  Start of Semester KPIs  with a comparison against the equivalent data for last year. these KPIs will  include:

  • number of outages
  • overall student facing systems availability over the Start of Semester period
  • usage stats
  • change requests requested and approved during the change control period All these should be compared against last year's data.
Achieved

Benefits

Improved visibility across ISG and the University promoting awareness of service changes and improvements.

Improved data on impact of previous and planned changes to assist making better decisions during the start of term period.

Improved student experience.

Reduction to cost in ISG staff time resolving incidents resulting from service changes.

Reduction in costs to IS and the University of managing Major Incidents.

 

Success Criteria

Supporting the start of semester 1 with improved overall visibility of:

  • readiness of services and any expected issues.
  • staff resources required to support start of term activities and services, and their availability.

 

Analysis of Resource Usage

Staff Usage Estimate: 40 days

Staff Usage Actual: 23 days

Staff Usage Variance: 42 % underspent

Other Resource Estimate: 30 days

Other Resource Actual: 35 days

Other Resource Variance:  16 % overspend

 

 

Outcome

 

Explanation for variance

IS Applications actual effort was lower than had been estimated for the following reasons:

- The project was able to make use of a significant amount of effort from a Project Services  student intern to assist with project management activity; this effort was recorded but was not chargeable to the project - if it had been charged then the variance would have been much less.

- The Project Sponsor was highly engaged with the project and took a high level of responsibility for communications especially with SMT; again this took some load off the PM effort.

Key Learning Points

Lessons Learned report

Outstanding Issues

None.

 

Project Info

Project
Monitoring IT and Library Business Service Readiness For Start of Term 2017/18 (ISG005)
Code
ISG005
Programme
ISG Portfolio Projects (OTHISG)
Management Office
ISG PMO
Project Manager
Colin Watt
Project Sponsor
Neil Bruce
Current Stage
Close
Status
Closed
Start Date
22-May-2017
Planning Date
n/a
Delivery Date
n/a
Close Date
03-Nov-2017
Overall Priority
Higher
Category
Discretionary