Operational/Policy Questions about Informatics Computing
This document describes the recommended routes for raising questions
about operational and policy matters concerning computing in the
School of Informatics.
- Operational matters concern the running of the computing
operations, including requests and inquiries about desired
facilities. Operational matters are ultimately the responsibility of
the Head of Computing (Alastair
Scobie), with responsibilities for specific computing
areas devolved to unit
- Policy matters concern the kind of computing environment the
School has and its manner of implementation and management. It should
be noted that Computing Officers are not responsible for policy
decisions, which are within the remit of the Computing Strategy Group (CSG).
These should be dealt with as follows, in increasing order of
- All queries about current computing services
should be reported via the support
form (see below for reasons). You will get a ticket number by email in response
- If you need to follow-up with further information or for progress
you should raise the query by email using the RT ticket mail
- If you need to escalate the processing of the query please contact
the relevant unit manager - see the list of unit responsibilities.
If you are unsure as to which is the appropriate unit manager, please
contact the User Support Manager, Alison Downie.
- Further queries should be addressed to Head of Computing,
who runs the Computing Executive Group.
- In the last instance please contact the Director of Computing, Perdita Stevens.
Policy matters are dealt with by the Computing Strategy Group.
Questions should be directed to the following, in increasing order of
- Head of Computing (Alastair Scobie)
- One of the following academic representatives :
- Director of Computing (Perdita Stevens)
The expectation is that escalation to Director of Computing
level will only be necessary in highly unusual situations.
Reasons for using the support form
We cannot handle queries effectively unless they are submitted via the
Firstly, this gets the request into our Request Tracking (RT)
system but secondly, and often more importantly, allows additional
information to be automatically looked up and provided. This can
significantly reduce the time spent identifying the problem.
Time-critical situations: in some very time-critical
situations it may be necessary to make telephone contact - see the support contacts page. If the matter is
not thought to be that time-critical you will be asked to fill in the
There is a duty computing person who looks at all unallocated tickets
within a very short space of time and who will do an initial
Back to escalation
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