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Device Lifecycle

Background

The New Ways of Working (NWoW) Programme is an ambitious project including a sub-programme to replace all University devices with a standardised, easy to support-and-use, modern and portable device. The project aligns closely with the University’s strategic aims in terms of new ways of working, and this Programme will work closely with Estates, Health and Safety and HR to ensure consistency across each of these working areas, with a specific focus on digital flexibility and efficient working.

Device Lifecycle Team

Device lifecycle square logo. Teal green background with a white computer on it with the words device lifecycle on the screen. An arrow circles around the computer to represent the lifecycle. The Device Lifecycle team will be responsible for the successful delivery of this work and follows on from the previous Device Replacement Programme. The new team will be in contact with colleagues in all schools and functions throughout the 3 year roll out period.

The team will be co-ordinating with each school and function in turn to provide and install devices and peripherals most suitable for each role.  

Following discussions with the DTS Business Relationship Managers and in consultation with stakeholders in each area, a draft schedule of work has been created for 2023. We have published our work schedule for Q1 2023 (see panel).

Who is in the Device Lifecycle Team?

  • A dedicated manager to coordinate every aspect of the project for each function or school
  • A dedicated engagement analyst to ensure support is available throughout the process with logistics and planning
  • A dedicated team of four experienced User Support technicians to supply, configure, install and connect the new device ensuring it has the full functionality of the original

Devices in scope for replacement

  • All desktops
  • All laptops over 5 years old

Where a desktop is needed, the standard hardware exception process should be followed. 

Any laptops less than 5 years old with performance issues will be evaluated on a case by case basis.

What do we supply?

Windows (default)

The Device Lifecycle team will provide a Microsoft Surface laptop, a Surface docking station and any cables needed to set up your equipment in the office. We can also provide a soft protective laptop sleeve if required. We expect that each desk will already have one external monitor, plus a mouse and a keyboard which we will connect to your new device. 

Where a desktop computer is replaced with a laptop, a Surface dock and monitor cable will be provided along with a soft protective laptop sleeve (if required). Please use your existing mouse, keyboard and headset from your old desktop computer. 

Standard device supplied: Microsoft Surface Laptop 4 i7, 16 GB RAM, 13.5" touchscreen Windows 11 Pro

List of compatible Windows peripherals available (tbc).

Macs

For staff who are using a Mac desktop or laptop in scope for a replacement, and who do not want a Surface laptop, the Device Lifecycle team can offer a new MacBook Air as part of the programme as a replacement Mac device. Note this is only for staff who currently use a Mac. If you are using a Windows machine and want to swap to a Mac, this would need to be done through the hardware exception process and paid for by the department.   

Standard device supplied: MacBook Air, M2 Chip 8-Core, 8GB RAM, 256GB SSD

List of compatible Mac peripherals available.

How it Works

Initial consultation

In the initial consultation, the team (consisting of the the engagement analyst and at least one technician) will discuss each area’s particular requirements, advise which devices and peripherals would enhance your digital working and answer any questions regarding the project. 

  • You will be given a ticket number. This master (parent) ticket details the agreed scope of the work. A partial (child) ticket for each device installed will manage the process.
  • We will create a dedicated Teams chat to ensure direct and immediate communication between the Lifecycle team and the key contacts within the area.  
  • Our team will provide assistance with ordering in-scope devices and peripherals, as well as recommendations for any equipment which the department may need to order themselves.  

We have put together a Service Level Agreement detailing what you can expect from us, and what we need you to do to ensure a smooth and successful delivery.

Delivery stage

The user support technicians will visit each department to set up, configure devices and equipment, and provide help and support required by staff. The aim is to ensure the transition to a new device is as simple and efficient as possible. 

  • Each individual device will have a checklist, including any bespoke requirements. This checklist will be a partial ticket, to ensure a full audit trail and consistency of each device setup.
  • There will also be the option for training if required.
  • The whole team will be available for any questions throughout and after installation.

Sign off and handover to support

When all the work has been completed (i.e. all tickets closed), formal sign off will be requested from the key departmental stakeholder.

  • Support will return to BAU (Business as Usual) via the DTS Service Desk and the User Support team.

The team will then move onto its next scheduled area.

Disposal of old equipment

The team will highlight any equipment such as newer desktops or laptops than can potentially be reused within the University. Devices will be removed and wiped ready for reuse. 

All other old equipment should be disposed of by following the current Estates Sustainability process.

There is a new strategy being discussed regarding sustainability and recycling with an emphasis on IT equipment. More details will follow in 2023. 

Page updated by lm920207 on 02/02/23

Deployment Schedule 2023
This spreadsheet shows planned deployments for Q1 2023. 

Note the device rollout schedule will always be subject to change as we adapt to the potential changing priorities of areas involved.
Further information

We have set up a "Frequently Asked Questions" page which answers the main questions people are asking us.

Please email us if you have any questions that aren't answered in the FAQ: Device-lifecycle-DTS@reading.ac.uk