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

The Device Lifecycle team will be responsible for the successful delivery of this work and follows on from the previous Device Replacement Programme.

The team will be co-ordinating with functions and academic departments throughout the 3-year duration of the programme to provide and install devices and peripherals most suitable for each role.  Anyone who would like to their area to be prioritised for roll out can contact Device-lifecycle-DTS@reading.ac.uk

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 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*
• Any laptop that is not a Microsoft Surface device
• Any laptop that no longer meets the specification for a hot-desking office environment or for the role

*Excludes desktops in PC Labs and desktops provided locally for PhD students as these are arranged separately from staff computers.

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 Windows device supplied:

Microsoft Surface Laptop 4 or 5  i7, 16 GB RAM, 13.5" touchscreen Windows 11.

We will supply a Surface Laptop 4 or a Laptop 5 depending on stock levels available.

List of compatible Windows peripherals available to purchase separately.

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 Mac device supplied:

MacBook Air, M2 Chip 8-Core, 8GB RAM, 256GB SSD

List of compatible Mac peripherals available to purchase separately.

How it Works

Initial consultation

In the initial consultation, the team (consisting of 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. 

• We will ask you to confirm the name of each staff member who has a device in scope for replacement. This will allow the team to ringfence devices and plan for deployment.
• 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.
• Additional partial tickets can be raised for staff or hot desks in your area as needed while the team is working in your department.
• 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

Any desktops or laptops that are replaced may be wiped, reset and recycled within the University if the technical specifications for use are met. This will be dealt with on a case by case basis. 

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 to follow.

Page updated by lm920207 on 03/03/23