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Modernising IT

The Atom Programme

Objectives and benefits

group of people completing a jigsaw together

 

Delivering an IT Service which is better for the University and better for our staff.



What is The Atom Programme?


The Atom Programme will support the University’s wider goal of developing a world class digital infrastructure and offering efficient, effective and accessible support to staff and students.

Alongside the Evolve programme and Advancing Digital Achievement (ADA) projects, Atom will improve the overall resilience and stability of our IT Services (ITS) and help us resolve problems faster when they do occur.

The project is committed to creating a high performing and diverse workforce in IT Services, empowering and encouraging colleagues to innovate and access professional development.

The project will develop sustainable, long-term changes that will improve daily operations and help create an open and inclusive environment for colleagues.



What are Atom’s aims and objectives?

  • Enable and support ITS to develop a diverse and high performing workforce. 
  • Enable our users to easily engage with sustainable and responsive ITS products and services.​ 
  • Transform ITS products and services through lifecycle planning, development, and management​. 
  • Develop and document an optimised Operating Model that is capable of being responsive and flexible to changing needs. 


What are the key areas of Atom’s work?

Atom is split into four key workstream pillars to help focus our work. Each pillar has several workstreams underneath them to deliver the programme aims and objectives:

  • People and Capability 
  • IT Service Management 
  • Product and Service Delivery 
  • Operating Model 


What will the benefits be for staff and students?

  • Colleagues across the University will be able to easily access IT support and services. 
  • Improvements to IT services and systems will help colleagues in many different teams within ITS who rely on these tools. 
  • Students will also benefit from improvements in IT services and systems, with clearer guidance and routes to access IT support when they need it. 


What has Atom delivered so far?


Outcomes will be delivered throughout the programme, providing benefits aligned to the University Strategy. Some examples of what has already been delivered are:

  • Service Design & Transition - Rollout of revised processes, improved guidance and understanding of enhanced process.
  • Change Management Framework - Quicker resolution of issues and training for colleagues, improved guidance and understanding of enhanced process.
  • ITIL v4 Training Commenced - Rollout of ITIL v4 Training to colleagues based on needs of each role, improved learning and development opportunities, increased skills and process/service management.
  • ITSM Tool Decision - Relationship with Ivanti extended to improve tool functionality, alongside process improvement, in line with the ITILv4 Service Management Practices.
  • Atom Padlet Launched - Continuous engagement with ITS colleagues to gather feedback on the key pillars of the programme, increased visibility of the Programme, increased staff satisfaction, motivation, morale and engagement.
  • EIA Review Focus Group - Commence an EIA Review Focus Group to capture impact and ensure commitment to EDI is an ongoing activity, increased diversity within the workforce and recruitment.
  • Tactical Capacity Management - 24/7 monitoring – Reduced downtime and improved service availability, announcement for Capacity Management for managers and ITS colleagues, improved resource management leading to improved wellbeing for colleagues, automation - reduced manual work and errors.
  • Interim Out of Hours - Provide clear reward package to support OoH / on call working as an interim solution, improving reward package for those who support the OoH working and increase volunteer base.
  • Launch of the Ivanti User Working Group – Increasing staff engagement to ensure colleagues can be heard and help shape the roadmap of our ITSM toolset. 
  • Complaints & Escalation - Completion and roll out of Complaint Handling and Escalation Framework. 



What is planned for the project?


Upcoming activity includes:

  • Revised processes for Incident and Major Incident Management 
  • Road map of enhancements in Ivanti 
  • Product, Demand and Service Definitions 
  • Updated Service Catalogue 
  • Continued delivery of ITIL4 training 
  • Continued EDI Focus Group and publication of Atom EIA 



The project is planned to complete by mid 2024. A full timeline of upcoming work will be available soon, as well as a series of FAQs.



If you have any questions, please contact us:

Email: ProjectAtom@manchester.ac.uk