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What is the Solution Services Group?

Traditionally, Solution Services used a software development model to support the University. However, this approach didn't adequately service the needs of the University's key academic and adminstrative areas.

After careful consideration it was decided to reorganise Application Services into a dynamnic, client centred service group.

The reorganisation is a collaborative effort between ICT and the key administrative portfolios within the University. In summary, the changes will establish a more effective and resource-efficient culture, wherein each new solution team is fully responsible and accountable for a specific area within the University.

How will it work?

The new ICT Application Services Group aims to support and provide innovative technological solutions to support and fulfil the University's key strategic goals in the following areas:

  1. Community and Alumni
  2. Student Experience
  3. Research and Innovation
  4. Learning and Teaching
  5. Enterprise Systems
Portfolios

During 2008, Application Services will be transformed to include new Solution Teams. These teams will be allocated to specific areas within the University to provide operational maintainence and support as well as the latest technical solutions to meet business requirements.

Solutions Teams

 Consulting  Projects  Support
 
  • Pre-project engagement

 

  • Collaboration with relationship managers

 

  • Developing project briefs

 

  • Assist Business/IT Governance

 

  

- Projects conducted within the context of the portfolio

  • All projects go through portfolio planning prioritisation.
  • Facilitate operational planning
  • Allow rotation of staff from operations

 

- Projects led by the business		  

Level 2 Support

  • Tracking and managing support cases
  • Analysis of support cases
  • Planning release of schedules
  • Engagement with third party vendors
  • Collaborating with Level 3 Teams
  • Collaborating with Infrastructure Support Teams

 

Level 3 Support

  • Maintaining and enhancing internally developed code
  • Maintenance releases
  • Collaborate with Level 2 teams (from various solutions teams)
  • Collaborate with infrastructure teams

 

As the diagram indicates, each solution team has three important areas: Consulting, Project and Support (Operations). A request for support is first dealt with by the consulting area, before it is made a project. Once the project is successfully deployed, provision is made for the ongoing day-to-day support of new software and business services. In this way, the solution teams provide an end-to-end solution service for our internal clients.

Collaboration between Business and ICT