Thursday 1210 - 1300
Assistive Technology University Case Studies - Room
Lisa Featherstone, Consultant
Is accessibility about the website, teaching or the library? This workshop session will look at examples of practice from a wide range of institutions and focus on delegate interaction and discussion. We will be looking at examples of staff training, student focused initiatives as well as other aspects of delivery.
Durham University, The Self Service Journey - Room
Andy Scott and David Gillespie, Durham University
Self-service has transformed the way we deliver IT Service at Durham University. We’ve significantly reduced the time taken to process lots of our regular requests and eliminated the unnecessary and inefficient use of paper forms. Come along and see the journey we’ve taken; we’ve had to break the mould along the way and challenge the traditional ‘Durham way’ but have transformed the service experience for our staff and students.
Thursday 1400 - 1450
How to predict the future - Room
Martin Hamilton, Futurist, Jisc
In this session Jisc's Martin Hamilton will give a big picture overview of some of the key forces shaping the future, and what their impact is likely to be on research and education. Martin will discuss how to find and interpret the ‘weak signals’ of new technologies and socio-technical trends, and plan for possible future scenarios.
ITIL 4 - Creating Value in Partnership
Andrew Dixon, University of Oxford
Oxford University IT Services has been committed to ITIL since its inception in 2012. In this talk, Andrew Dixon will reflect on how ITIL v3 has enabled the department to improve its quality of service and function cohesively. IT Services has not stood still, but is already adopting Agile and LEAN approaches to service provision. Andrew will look at the new ITIL 4 and explain how Oxford will embrace the new approach to service management with its emphasis on Value Streams. ITIL is not a set of independent processes (or practices) but a cohesive framework for end to end service provision and Andrew will share some of his triumphs and failures of the past and his challenges for the future.
How we saved 2,297 hours/year without upsetting anyone
Jake Dovey and James Lloyd, University of Southampton
Jake and James will talk about how they managed to save thousands of hours of work per year for their support teams using process automation and Lean Six Sigma techniques. The session will include detailed time-saving improvement ideas that you can steal for you own team!
