Overview
Background
We have an agreement with our UniDesk partners/members to remain within two versions of our underlying software from TOPdesk. This is the guidance given by the UniDesk board and confirmed with the UniDesk CAB.
This is an annual upgrade and this particular upgrade is considered a major release. This will move the environment from version 5.7.4 to version 7 ensuring that UniDesk is running the current version of the TOPdesk software. This version will provide resolution to known bugs and issues and create a positive support environment for institutions using the UniDesk shared service.
The project also requires to deliver the functionality of Quick Calls which allows the institutions to quickly record walk up calls to their help desks. This amounts to 1/3 of all their calls and is therefore considered to be a must have deliverable to match existing functionality. Quick Calls was originally bespoke work developed in conjunction with TOPdesk however there has been a change to the underlying architecture and the function will no longer work in the upgraded version. Bringing the development in-house will allow us to deliver the expected functionality and also deliver some of the additional improvements that the UniDesk members requested to improve Quick Calls.
Scope
New virtual environments created, running on Windows Server 2012 and the v7 release of Topdesk.
Dev environment only for Edinburgh. Test and Live virtual environments delivered for all institutions.
Installation of TOPdesk v7 into the following environments with associated testing:
- DEMO Environment
- Edinburgh - DEV Environment
- Edinburgh - TEST & LIVE
- St Andrews - TEST & LIVE
- Stirling - TEST & LIVE
- Abertay - TEST & LIVE
- Sheffield Hallam - TEST & LIVE
- Ulster - (TBC)
- Edinburgh Napier - TEST & LIVE
- Durham - TEST & LIVE
TOPdesk v7 can be downloaded from the University of Edinburgh customer card on https://extranet.topdesk.com
Development of the QuickCalls API will be carried out in addition to the upgrade - see Systems Design Specification.
TOPdesk v7 will be delivered on new virtual infrastructure running Windows Server 2012 OS.
Objectives and Deliverables
| Number | Description |
Priority MoSCoW |
|
O1 |
Deliver an upgrade to a newer release (v7) of TOPdesk to the UniDesk environments of the partners and members of the UniDesk shared service |
|
|
D1.1 |
DEV virtual server built for Edinburgh University with Unidesk running v7 TOPdesk software application |
Must Have |
|
D1.2 |
TEST and LIVE servers built for all other institutions with Unidesk running v7 TOPdesk software application |
Must Have |
|
D1.3 |
Bespoke work completed by TOPdesk for Treewalk functionality and hiding of fields |
Must Have |
|
D1.4 |
Online system documentation updated to v7 for partners/members |
Must Have |
|
D1.5 |
Documentation provided to partners/members between version 5.7 and version 7 |
Must Have |
|
D1.6 |
Documentation and best practice guidance provided on new functionality on self service portal |
Must Have |
| D1.7 | UniDesk Reporting Servers new infrastructure delivered for TEST and LIVE (this will be Edinburgh Compliance funded not national service funded) | Must Have |
| D1.8 | Ensure all schedule jobs are working | Must Have |
| D1.9 | Decommission old servers | Must Have |
|
O2 |
Deliver a new QuickCalls interface, with additional functionality, to the UniDesk environments of all partners and members |
|
|
D2.1 |
Define Minimum Viable Product for QuickCalls and options for other desired features |
Must Have |
|
D2.2 |
Agreement from Board for funding and prioirities for QuickCall development | Must Have |
|
D2.3 |
QuickCalls completed by University of Edinburgh and deployed to all institutions |
Must Have |
|
|
|
Benefits
The high level benefits are that the UniDesk community will be on an up to date version of TOPdesk which includes an improved self service portal interface.
Offering a leading edge shared service within HE will further develop the UniDesk brand and reputation. In addition it will provide improved operational efficiency for over 1000 operators in Edinburgh plus partner/member institutions. This is an advantage to encourage other Universities to join the shared service.
Success Criteria
- All environments are updated to the latest version, tested with full regression testing and signed off by partner/member institutions
- Bespoke work completed by TOPdesk, tested and signed off as fit for purpose by partner/member institutions
- Bespoke work completed by Edinburgh University and signed off by partner/member institutions
- Consultancy work to provide best practice documentation on self service portal complete and signed off
- Documentation updated and signed off
Project Milestones
| 29-Sept-2017 | End of Planning |
| 11-Oct-2017 | DEV environment for UOE and Unidesk upgrade complete |
| 24-Oct-2017 | Quick Calls development complete |
| 27-Oct-2017 | DEV build signoff |
| 17-Nov-2017 | Integration Testing sign off |
| 22-Nov-2017 | Acceptance Testing - Edinburgh |
| 24-Nov-2017 | Begin UAT on St Andrews, Stirling, Abertay, Sheffield Hallam, Ulster, Edinburgh Napier, Durham |
| 06-Dec-2017 | Deploy to LIVE - Edinburgh |
| 20-Dec-2017 | End UAT on St Andrews, Stirling, Abertay, Sheffield Hallam, Ulster, Edinburgh Napier, Durham |
| 10-Jan-2018 | Begin Deployments to institutions |
| 07-Mar-2018 | End of Deployments to institutions |
| 23-Mar-2018 | Deployment Sign Off |
| 06-Apr-2018 | Closure |