Service Management, part of the Applications Directorate, is responsible for managing a portfolio of centrally run services that are delivered directly to our customers. Section Head: Alex CarterThe Service Management section brings together related central applications and web communications tools and functions as a single, packaged ‘IT service’ in support of academic and business activity within the University. The focus and scope of specific services are explained in their published Service Level Definitions (SLD's) and Service Level Agreements (SLAs).Services and TeamsThe section has two teams of service managers for Collaboration Services and Enterprise Data Services, a SharePoint team that offers SharePoint support and development as well as managing the service, and a service support team to provide operational support for all the section's services.Services managed by the sectionTeamBusiness ServicesSystemsCollaboration Services TeamCollaboration ToolsEmail and DiaryElectronic Voting and Electoral SystemEvent BookingOffice 365 – approx 50k users - staff, students and external collaborators, including email and diary; on-line meetings and video conferences using Skype for Business; Sharepoint and OneDrive.Wiki - more than 2,000 live wiki spaces.Event Booking - key to delivering post graduate student skills trainingWebsite hosting - a central hosting environment that encompasses a range of hosting solutions, from simple HTML websites through to standard web application hosting. Enterprise Data Services TeamBusiness Reporting and AnalyticsDocument Management (via Serengeti)Visitor RegistrationOneTrustJournyxBI Tools, including BI Suite, Power BI, Qlikview and Qliksense, delivering Enterprise reporting for all areas of the University.Serengeti Document Management System, enterprise document storage inegrated with key systems.Identity Management – managing user accounts for around 500k appliants, students, staff, visitors and alumniVisitor Registration – enabling the creation and management of computing accounts for users who are not in the HR or student record systems.OneTrust - Data Protection Impact Assessment (DPIA) system, which can be used to identify the usage of personal data throughout the University and effectively reduce and manage the risk of processing personal data.Journyx - Journyx is an employee time and expenses tracking application used by Information Services staff members in multiple directorates.SharePoint TeamDocument Management (via Office 365)Managing the University's use of SharePoint and associated technologies in Office 365 via the SharePoint Solutions Service.The team also offer development of SharePoint sites and functionality as well as ongoing support for departments across the Univeristy.Service Team Managed Mobile ServiceService AlertsService ReportsThe team produces monthly service reports for priority services that can be viewed at the link below.Monthly service reportsPeople in Service Management Alex Carter Head of Service Management Contact details Work: 0131 651 4414 Email: Alex.Carter@ed.ac.uk Collaboration Services Team Dawn Dodd Collaboration Services Team Manager (job share) Contact details Work: 0131 651 3763 Email: dawn.dodd@ed.ac.uk Catherine Hetherington Collaboration Services Team Manager (job share) Contact details Work: 0131 651 3755 Email: catherine.hetherington@ed.ac.uk Alasdair Macleod IRM Service Manager Contact details Email: Alasdair.Macleod@ei.ed.ac.uk Seye Kuti Email & Diary Service Manager Contact details Email: Seye.Kuti@ed.ac.uk Stephen Smith Service Manager Contact details Mobile: 0777 6067307 Work: 0131 651 4417 Email: stephen.smith@ed.ac.uk Duncan Wilson Service Manager Contact details Email: Duncan.Wilson@ed.ac.uk Maheen Naeem Service Management Assistant Service Management Contact details Email: Maheen.Naeem@ed.ac.uk Dono Abdurahmanova Service Management Assistant Contact details Email: Dono.Abdurahmanova@ed.ac.uk Zhijian Zhang Service Management Assistant Contact details Email: Zhijian.Zhang@ed.ac.uk Anna Hallett Staff Journalist Contact details Email: Anna.Hallett@ed.ac.uk SharePoint Team Claire Bradford SharePoint Solutions Manager Contact details Work: 0131 651 7243 Email: claire.bradford@ed.ac.uk Steph Hay CRM Service Manager (Enquiry Management) Contact details Email: stephannie.hay@ed.ac.uk Richard Sharp SharePoint Solutions Specialist Contact details Work: 0131 651 4610 Email: R.Sharp@ed.ac.uk Enterprise Data Services Team Susan Cooke Enterprise Data Services Team Manager Contact details Work: 0131 651 4450 Email: susan.cooke@ed.ac.uk Andrew McFarlane Service Manager Contact details Work: 0131 650 4984 Email: andrew.mcfarlane@ed.ac.uk Robert O'Brien Service Manager Contact details Email: robert.obrien@ed.ac.uk Service Team Alain Forrester Service Team Manager Contact details Work: 0131 650 3329 Email: alain.forrester@ed.ac.uk Stevie Allison Service Operations Coordinator Contact details Email: Stephen.Allison@ed.ac.uk Wassim Demnati Service Operations Coordinator Contact details Email: wassim.demnati@ed.ac.uk Jack Livingstone Service Operations Coordinator Contact details Email: Jack Livingstone@ed.ac.uk Alisa Husain Service Operations Assistant Contact details Email: Alisa.Husain@ed.ac.uk Damen Savva Savvi Service Operations Assistant Contact details Email: Damen.Savvi@ed.ac.uk This article was published on 2024-10-08