Elucidation of the work and management processes

All ICTS capacity (expressed in fte) is divided among a number of work and management processes.

A work process is:

·	a group of activities connected technically or in terms of services, which must have a coordinator,

·	so that it is clear who in the matrix organization is responsible for the coordination of these activities among all the ICTS departments,

·	and we can plan for capacity in advance and measure it retroactively (by writing down the times), so that budgeting and accountability is possible.

The grouping of activities into work processes largely follows the division of the services in the ICTS products and services catalogue. Part of the work processes (also) has a front-office character and has a unit at every location. Other work processes have a largely back-office nature. The unit is in that case as far as possible concentrated at one location.

A management process is:

·	A group of activities that coordinates the services of several work processes or supports ICTS as a whole. This concerns a convenient grouping of the management processes according to the so-called ITIL system.

·	Separate functions have been implemented for some of the management processes, in which case the necessary capacity can be planned in advance and accounted for retroactively.

·	A separate coordinator has been appointed for some management processes. For the remaining management processes, the responsibility for coordination rests with staff as a regular part of their work.

Elucidation of each work process:

Work Station Support

Consists in the front-office support for UT-work station, UT Special work station, multifunctional printers/copiers.

Customisation support

Consists in the front-office support where standardized management of work stations or servers is not possible, which is in principle charged separately as optional services.

Service desks

Consists in the front-office activities of the service desks at the locations Horst and Carré.

User Information

Consists in the activities of the ICTS website, web forms, possible courses and other ICTS-wide information activities. Largely a back-office activity but with a contact person at every location.

ICT for students

Consists in UT work stations for students, Notebook Service Centre, PC-rooms, PC practical rooms, general student work stations. Largely a back-office activity but with a contact person at every location.

Hardware

Consists in the organization of the joint purchasing and delivery of all UT staff PCs, notebooks and supplies. (The acquisition of servers is done by server management). Largely a back-office activity but with a contact person at every location.

Software

Consists in the back office coordination of the joint purchase of software and management of software licences.

Server management

Consists in the server infrastructure, e-mail, data storage, application management and databases, operations, appurtenant SOOH (Services Outside Office Hours), management of Seinhuis and Teehuis.

Although server management is generally regarded as a back-office process, it is also important for direct services to clients in the front office. This fact immediately creates communications and coordination issues. The desired one-stop-shopping situation suffers if work processes can only be performed from one location and the front-office worker constantly has to wait for cooperation from the back office team. On the other hand, the desired efficiency and uniformity will not function if every front-office worker goes their own way. ICTS wishes to tackle this coordination problem as follows: Within the front office at the location, one or more employees have sub-tasks in server management. They receive the tools and authorizations to be able to do their work for the clients without delay and they can be walking encyclopaedias for other front-office staff at their location. The server management coordinator involves them in work discussions and guidelines and, due to his working methods and attitude, ensures the desired coordination.

Network management

Consists in network management, incl. operations and the appurtenant SOOH. Largely a back-office activity but with a contact person at every location.

Telephony

Consists in the back-office services for fixed and mobile telephony.

ISA

Consists in the services in the fields of information provision, system development and application support

Innovation

Support of O&O, incl. tool development

Elucidation for each management process:

ICTS receives coordinators for the following management processes:

·	Information security

·	Quality management.

The following activities are counted as management processes but do not need a separate coordinator:

·	General management by manager and department heads.

·	Relations management (accounts management, client management and service-level management). Because at ICTS the department heads are the account managers, we coordinate this in the Management Team itself.

·	Staff support: financial, personnel, secretarial, staff employees, Health & Safety and the Environment, security.

Moreover, there are management processes for which in the implementation programme a Management Processes sub-project has been started. From this project, it must become clear how we wish to organize these management processes within ICTS and with whom the appurtenant responsibilities will lie. This involves:

·	Configuration management (incl. an umbrella information system for management processes)

·	Change management

·	Capacity management

·	Release management

·	Incident management

·	Problem management

·	Suppliers management

·	Project management

·	Monitoring of services