Archive for June 2013

Planned vs. Unplanned Service Interruptions

Where IT upgrades or changes involve any service downtime or ‘at risk’ times, IS Services has a process in place to plan and organize these activities.  The Change Management process ensures we consult with interested parties from across all areas of College, via an ‘IT power users’ group and a fortnightly Change Management meeting within IS Services reviews and agrees on proposed changes.  

This process helps us to schedule upgrade works, avoiding planned disruption to services during sensitive times, e.g. exam time, receive input in advance from College representatives and plan communications for any service-affecting changes.

As is normal in the industry, we also have to anticipate that unplanned disruptions to IT services will happen.  During incidents such as these, it is the priority of IS Services to restore normal service as quickly as possible or find a suitable workaround for those who rely on those IT services.

Communications are a vital part of this process.  Students and staff can find more information regarding on-going planned upgrade works or service improvements on our website or in the IS Services blog; while unplanned outages and disruptions will always be reported on the IS Services website in the alerts section and through our Twitter.    


The ISS Satisfaction Survey results are in

The analysis has been undertaken and a full set of reports from the IS Services Satisfaction Survey 2013 are now published. You can find all of the results on the IS Services website.

Students and staff rated services provided by IS Services that are of most of value to them and the Top Three are:

1. Wi-Fi network
2. MyZone Email & Calendar
3. Wired network

1. Wired network
2. Helpdesk
3. Email & Calendar

The survey asked those who were in College in 2011/2012, whether they thought services provided by IS Services had improved or declined over the last year. 70% of students and 51% of staff and agreed with the statement that services have improved over the last year. Only very small numbers of staff (5%) and students (3%) believed services had declined over the last year.

Review the Facts & Figures for students and staff:
Student Facts & Figures
Staff Facts & Figures

We created Word Clouds to analyse the responses to the open questions. A Word Cloud is a weighted list in a visual design and is typically used to visualise free-form text.

The frequency with which a word occurs in the free text determines its weight and is show in the visualisation with increasing font size to illustrate its importance.

Review our Word Cloud analysis and illustrations:
What Students Said (word clouds)
What Staff Said (word clouds)

Watch our short videos on what students and staff said:
What Students Said (video)
What Staff Said (video)

The information provided in the findings of our Satisfaction Survey will feed into our continual service improvement process.

May Helpdesk statistics and top-ten issues

In May, the IS Services Helpdesk received 3,335 queries via phone, email, walk in and web. You can see more details at

Your Top Ten issues reported to the Helpdesk in May can be seen via the link below:

IS Services

Computer Room (HUT2) closing Friday, 7th June, 2013

We are writing to inform staff and students that College is closing the Computer Room, known as HUT 2, located at the East end of College by the Rugby Ground and the Botany Hut on Friday, 7th June, 2013.  As previously advertised, Computer Room HUT1 was closed on 29th May.