Systems up or down


Enterprise Support Plan: Information Services

#1 - Transforming teaching and the student experience

We will help transform teaching and the student experience by supporting a move to blended learning (including the flipped classroom), an increased use of open educational and electronic information resources, the intelligent use of learning analytics and more mobile device support.

#2 -  Enhancing our research

We will help enhance our research outcomes and citation rates by providing infrastructure, tools and information services to allow research to be done faster and smarter and for the results to be communicated more widely.

#3 -  Training our staff for the digital future

We will ensure that all staff are provided with a range of opportunities to acquire the skills they need to thrive in the digital future.

#4 -  Streamlining systems and reducing costs across the University

We will ensure that the University's business processes are frictionless, customer-friendly and efficient and delivered by systems that talk easily to each other and help reduce costs across the University.

#5 -  Supporting diverse end users and delivering customer-focussed service

We will ensure that the University's information services continue to be delivered in a customer-focussed manner and services are enhanced to meet the evolving needs of internal and external end users.

The following overarching principles are used to help guide the ongoing development and enhancement of the University's information services.

Service Focussed and Proactive:

Our students and staff will have access to support services that are efficient and effective and provided by "one team" of domain experts who are knowledgeable, courteous and proactive.

Anytime, Anywhere and Any Device:

Our information services and resources will be accessible anytime, from anywhere and on any device.

Value for Money:

We will drive costs down by adopting technology such as cloud, open source software and virtual desktops to streamline and standardise the operating environment and to simplify support.  We will use our purchasing power to procure information services and resources at scale.

Supporting Continuous Innovation: 

We will use existing and emerging information services to support continuous innovation in teaching and research and to ensure the University maintains a competitive advantage.  We will create best practice services and solutions that are reusable and work effectively.

Scalable, Reliable and Agile: 

We will develop and/or buy information services and resources which are reliable and scalable and agile enough to accommodate growth in students, staff, data and research activity.

Frictionless Systems: 

Our enterprise systems will be joined up and frictionless and capable of supporting paperless processes.  When implementing new systems, we will reuse what we have, before buying, before building it ourselves.  When buying new systems, we will prefer open source where it has sufficient functionality and community support.

Data Wise:

We will treat data as an asset balancing the need to manage it securely with the desire for convenient and transparent access by staff, students and, in the case of research output, by the wider community.


We partner within and without the University.  We provide professional services and follow industry standard methodologies.

By taking a "one team" campus based approach to IT support we will be able to simplify and streamline the operating environment for staff, provide a more consistent experience for students, reduce duplication of effort across the University, improve the overall utility of existing software and hardware assets, and importantly reduce overall costs associated with information services.

The campus based support model services will allow us to meet the challenges associated with:

  • shifting skills sets to meet changes in technology and delivery mechanisms (e.g. cloud);
  • providing support over a longer span of hours;
  • shifting at-elbow IT support skills from those required to deliver generic IT support services to those required to assist academic staff to accelerate the update of blended learning and/or apply IT intelligently to their research;
  • responding to structural changes where these changes result in staff moving (organisationally and/or physically) from one part of the University to another;
  • supporting niche technologies; and
  • realising scale efficiencies particularly in the provision and support of "infrastructure" services.

In essence this "one team" approach means adopting common, connected and transparent processes for at-elbow IT support across the University through a "one team" approach to the planning, reporting and monitoring of operational IT support.