How the Service Catalogue is underpinning the introduction of new videoconferencing tools
With the shift to working online, our staff and students are running many more meetings, workshops and seminars using videoconference tools of one sort or another. To support them, we have introduced a new service for Online and Digital Events, which provides advice and guidance on which videoconferencing tools are best to use for different types of events, taking into account the size, nature and audience of the event. Alongside this, we are introducing new technical systems, including Teams Live Events, Zoom, and an as-yet-to-be-decided system for managing Large-scale Events.
We have added all these new services to our service catalogue, which provides the foundation for our service offerings. Online and Digital Events is a new business service, providing support to our many users. The new videoconferencing tools are technical services, and the business service provides the storefront for all these technical options. The idea is that the business service will persist even when we change the suite of tools that we provide.
These new entries in the catalogue ensure that the services appear in Unidesk, our service management system that our support services use to manage requests and support calls. They also ensure that we know which teams handle both first-line and second-line support.
The catalogue also ensure that we know who is responsible for each service:
- The Service Owner, who is accountable for the successful operation of the service and the strategy for its future development.
- The Business Service Owner, who is the senior customer of the service representing the user community.
- The Technical Service Operations Manager, who ensures that the service is available, secure and performing on a daily basis.
Each of these technical services will specify the levels of availability, disaster recovery, data retention, and security that it will provide.