Salford BSF Managed Service Handbook

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1 Salford BSF Managed Service Handbook PN /10

2 Contents 1.0 Introduction The Managed Service Managed Service staff Remote support The Helpdesk Telephone support Support website Support Changing the solution or service Contract management team...8 APPENDIX ONE: MOST FREQUENTLY ASKED QUESTIONS... 9 APPENDIX TWO: CONTACT DETAILS Introduction Welcome to the Salford Managed Service. We hope that you will find this booklet both useful and informative. It is divided into a number of sections which set out to explain how the Managed Service operates, what you should expect from the service and what you need to do to get the most out of it. Salford BSF is a 5-year Managed Service, commencing in September The Managed Service includes Technical Support and Staff CPD for 15 Secondary Schools and 2 Pupil Referral Units as well as non-mainstream Learning Settings. Over 10,000 students and 1,500 staff will be able to benefit from the Managed Service, which will also include a Learning Platform, Virtual Learning Environment (VLE) and access to the new TEN Centre based at Harrop Fold School. RM is an ICT Managed Services Provider (MSP) which manages and assumes responsibility for providing a defined set of services to their customer. The client transfers day-to-day related management responsibility as a strategic method for improved effective and efficient operations. A contract between the MSP and client underpins the agreement the MSP is measured against availability, performance and educational impact. 2 3

3 2.0 The Managed Service The Managed Service consists of a number of key components that fit together to provide a complete solution. These are On-site school-based Technical Staff. Mobile Technical Staff. The Helpdesk and Remote-based Staff. The Support Website (online support call management and information). Day-to-day Network Management Tasks. Continual Professional Development (CPD) support for schools. Changing the solution or service. Contract Management. Each component is specifically tailored to this service, and as such may not be exactly the same as you are used to. 2.1 Managed Service staff There will be a Management team locally based in Salford consisting of a Service Delivery Manager, Operations Manager and Team Leaders. The team will manage the technical staff delivering the ICT support in Salford. The management team will also be the key points of contact for the Schools, Local Authority and LEP. The core of the Managed Service is the provision of school-based Customer Support Engineers (CSEs), supported by further Mobile CSE s and a Technical Consultant. This mobile team is based in the TEN Centre in Salford and is dedicated to the needs of the schools. The provision of Salford based staff allows us to react in a flexible and adaptive way, putting the right person in the right place. Continual Professional Development (CPD) support for schools is provided by the Education Development Manager (EDM), supported by the Education Consultants. This Salford-based team is dedicated to providing CPD to support schools through the transition to the managed service and throughout the BSF programme. Each school will have a dedicated Education Consultant who will work with senior leaders and school staff to devise an annual development plan which will be based on each school s priorities. 2.2 Remote support The Salford based staff are supported by a team located at RM s headquarters. They are dedicated to the service and help manage its day-to-day running. 4 5

4 2.3 The Helpdesk The main point of contact with RM is the Helpdesk. The Helpdesk is the primary way of logging calls with RM in the Managed Service. Every appropriate interaction with the Managed Service will be allocated a unique call reference number. Each call will be prioritised based on the availability and performance parameters, as laid out in the ICT Contract Telephone support There is a dedicated telephone number for the Managed Service: The helpdesk is open from 7.00am until 6.00pm Monday to Friday, except for the period between Christmas and New Year, and all Bank Holidays. The call handler who answers the phone will first qualify who is calling and then ask for some key information, which you should ensure that you have available: Your Customer ID or School Postcode A description of the fault The Asset Number or Serial Number of the device(s) The location of the device(s) (i.e. the room name or number) The importance and urgency of the issue (e.g. it is going to be used for a lesson in the next hour, or it is not scheduled for use until the following day) You will be provided with a call number. You should keep note of this number, as it will help you to track the progress of your call in the future Support website The Managed Service includes a comprehensive Support website which can be reached at: The Support website allows a range of functions, including: Raising of calls with the Managed Service team. Review of calls currently in progress or recently closed, including those raised by telephone and via the Customer Support Engineer. Updating calls with new information or questions. The Support website is accessible 24 hours a day, 7 days a week, to raise, review, update and close calls except for periods of planned maintenance Support The third option for logging an issue with the RM Helpdesk is via

5 APPENDIX ONE: Most Frequently Asked Questions 2.4 Changing the solution or service You will, from time to time, want changes made to the network. A key priority of the Managed Service is to provide flexibility for development and change, whilst ensuring that any changes made are planned, analysed, tested and well executed to keep a high level of curriculum and administration continuity. For this reason the Managed Service will operate a Change Control Process, which will help guide you through requesting successful changes, as well as maintaining the network s availability and effectiveness. You will be guided through this process when you raise change requests. 2.5 Contract management team A long-term large-scale project such as this requires strong management and co-ordination, and a Contract Management Team is in place to ensure that the service is successful and meets the school s needs. A Service Delivery Manager (SDM) is appointed to the service. They manage the on-site staff, and are the key point of contact with the Council and school representatives. Regular service review meetings will be held with schools to ensure that changes to the service can be raised and issues addressed. 1. How do I report a fault? Please contact RM Support through the following routes: Service Desk: available from 7am to 6pm every working day. Support Website: Support 2. What type of calls can I log? Typical calls could cover any ICT related hardware or software. For example: PC s or laptops faulty Portal or VLE not working Problem logging on If in doubt please call Why does everything have to be logged? It may seem odd to those new to working with RM that we log everything, no matter how trivial it may seem. We do this to ensure we have a complete record of all issues and our actions. This is important in a Managed Service as the smallest change can have serious ongoing consequences. On a practical basis it ensures continuity of support throughout the life of a call and makes sure that it gets resolved in a timely and efficient manner. RM s performance throughout the Managed Service is measured via the calls logged with the Helpdesk and as such, if all calls are logged, it ensures that the level of service you receive remains high. 8 9

6 ICT hardware or software problem APPENDIX TWO: Contact details Managed Service Helpdesk telephone number Collect details of problem Managed Service Helpdesk address Managed Service Support website Report problem to RM By phone By online RM Head office RM New Mill House 183 Milton Park Abingdon, Oxon OX14 4SE Call number given for tracking 10 11

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