There have been some big changes within iSolutions during 2020. In addition to delivering rapid technology and business changes in response to COVID-19 restrictions, iSolutions has implemented a new Target Operating Model (TOM) organisational structure and University ICT strategy.
How is iSolutions delivering increased value to our University community?
Our new TOM and organisational structure closely align with the University’s organisational structure, key functions and strategic objectives. By focusing on these key University and departmental functions, iSolutions is able to improve the design, delivery and support of essential systems and applications, which provide the foundation for world-class education, research and enterprise, and a modernised student experience.
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The key TOM function areas are:
- Customer Experience
- Research & Enterprise Services
- Education Services
- Business Services
- Infrastructure Platform
- IT Portfolio and Governance
iSolutions – Key Work Streams
To deliver on our new TOM functions, our new departmental structure centres on two key workstreams (see iSolutions Structure Chart):
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Customer Experience
Our Customer Experience teams focus on the delivery of IT customer services support and IT project services across the University.
The Strategic Business Partners engage with the wider University to understand their strategic priorities, working in partnership with the Heads of Service Delivery.
The IT Portfolio Team engages early in strategic initiatives to ensure we fully understand business needs to enable us to shape, plan and manage the change through to implementation.
The Service Support Team provides our first point of contact for any queries, requests or issues that need resolution or handing off of more complex issues to relevant teams.
The Business Performance Team provides business metrics and reporting blended with the Quality Assurance Team to identify where Continuous Improvement is needed.
Service Delivery
Our Service Delivery Teams focus on the day-to-day operations and maintenance of University Information Technology infrastructure and systems.
The Heads of Service Delivery work to drive consistent, flexible and sustainable solutions across the areas of Research & Enterprise, Education, Business Services and Infrastructure.
The Service Delivery Development Teams define, build and test technology solutions, ensuring successful implementation.
The Service Delivery Support Teams undertake all necessary activity to maintain services ensuring they’re compliant, secure, resilient, usable and delivering on our business needs.
Need support from our dedicated teams?
If you have a query, issue or need some advice, contact ServiceLine at 023 8059 5656 or [email protected], and they will be able to assist you or direct your request to the appropriate team.
