Hello
A few weeks ago I posted asking for information and views on the Library
Management System in use in your authority and had a number of useful
responses. One area we are currently investigating is the issue of system
support and the various options available. To aid this process it would be
useful to know what IT support structures are in place elsewhere in the
country. I am not seeking qualitative views at this point so just have a few
areas to cover.
I have listed various possible support areas below. If you could mark up who
supports this area of your IT service I would be grateful. If support is
split between different agencies - for instance our libraries IT desk takes
first line PN support calls but PN site visits and hardware maintenance is
with our corporate IT - I would be grateful if you could indicate which
areas each agency covers.
The possible support agencies I had thought of were
* Libraries IT support
* Corporate IT
* LMS Supplier
* Strategic Partner
* Third Party (perhaps another authority?)
but would be keen to know of any obvious ones I have missed.
The possible support areas I am keen to find out about (but again would be
happy to learn of others you feel are relevant) are
*Library Management System
*Hardware and Peripherals
*People's Network
*Corporate Desktop, Office and Mail Software, etc
*Network Connectivity
For illustration, in our current scenario in Cambridgeshire our setup is
Library Management System
Front line support and troubleshooting - Libs IT
System configuration - Libs IT
System reporting and Management Information - Libs IT
Advanced Application support - LMS supplier
Server Software - LMS Supplier
Hardware and Peripherals
Server - LMS Supplier
Client PCs - Corporate IT
Dumb Terminals & Barcode Scanners - Libs IT
People's Network
1st Line Calls - Libs IT
Tech Support and Hardware - Corporate
Corporate Desktop, Office and Mail Software, etc
All - Corporate IT
Network Connectivity
All - County Council Strategic Partner
Thanks in advance for any contributions.
Robert Day
ICT Manager
Cambridgeshire County Council
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