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IS IS
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Security Awareness - USecure Reminder that this brings. These changes, along with If you are unable to use the Portal to log your New Office Printing Facilities
The security of our systems is of paramount ongoing end user support, is placing significant Service Request, please log the request by To date, Document Printing across the SHS Group
importance to everyone. Our USecure Security demand on Service Desk resources.. email initially and then by telephone. has been managed and maintained differently
Awareness Training Programme provides To help streamline Service Request creation, Please do not try to circumvent this process across Divisions. With an aging fleet of printers,
all employees with updates on cyber risks. IS are urging everyone to use the ServiceDesk by directly approaching Service Desk staff. a project was initiated to review the latest Print
The training is a key element of our security Portal as the first port of call for IS support This includes “walk ups”, direct emails to IT Management Services. The review sought to:
management, helping to reduce the risk of requests. The Portal, which is accessible staff or direct Teams messages as this will • Provide a full print management solution that
attacks to our system, and to individuals’ through “The Larder - Service Desk” provides slow down case resolution times and distracts could transfer across divisions and locations.
home systems. access to a range of Self-Help options including: the team from resolving issues for other users. • Reduce the overall cost of Print (hardware,
Since the programme’s introduction in early consumables and services) across the
2018, there has been a 99% uptake across all Core Features SHS IS ServiceDesk Portal Landing page: business.
Divisions with over 17,000 courses completed. • Ability to raise cases. • Support an overall Group sustainability agenda.
Given the constant risk of a cyberattack and the • Request change requests for Joiners, • Drive/support a change in print usage/
ever-increasing sophistication of attempted Leavers and equipment. behaviour with employees.
attacks WE ALL MUST REMAIN VIGILANT! • User guides to assist with configuring, • Demonstrate ongoing ‘value for money’.
using and troubleshooting IT equipment
Upon receipt of a course email, each employee and systems. The review concluded in early 2021 with the
must complete the course as soon as possible. appointment of “Apogee” to supply a new
In line with best practice and to ensure all Additional Features range of printers across the SHS Group. The
employees obtain the necessary learnings • Review current open cases and progress rollout of these “new generation” printers is
from the course, users must pass the course updates. now complete.
or they will automatically be invited to take the • View current assets. Goodbye ZOOM - Hello TEAMS
course again. It is a mandatory requirement • View Support Announcements (future At the start of the Pandemic, Group IS rolled Print requests now go to a centralised print
to complete the course in order to access our improvements). out ZOOM to all Divisions to support remote queue (instead of a specified printer) with
separate Print Queues for Colour and Black &
systems. • View popular FAQs, technical solutions and working, conferencing and collaboration. White prints (see below).
Whilst ZOOM has served us well, it was only
other Self Help guides. intended as an interim solution while Group IS
SHS IS ServiceDesk Portal We will continually update guides and add & BPS Technical rolled out Microsoft Teams as We encourage everyone to question printing
Information Systems continue to develop features to the Portal. If there is any part of a wider Microsoft Office 365 strategy. any content, however, if you need to print,
and update the IT infrastructure to support information you would like to see featured, Whilst Teams offers the same conferencing try to use the Black & White queue. “Secure
office-based and remote working personnel - please let the IS team know. and collaboration as ZOOM, Microsoft Office Release Printing” has also been introduced to
especially managing the security implications 365 will, when fully implemented, offer more cut down unnecessary printing. The print will
Using the Portal as the primary gateway for support to our ways of working and file storage. only be released when requested to do so,
logging Service Requests will enable us to More details on this functionality will be otherwise the Print automatically deletes at
prioritise and schedule work. issued in due course. the end of day. To release a print request, you
need to ‘swipe in’ to the printer using your
At the end of June 2021, ZOOM licenses will be standard Door Access Fob/Card. The Printer
removed. Microsoft Office 365 and Teams will will automatically recognise you and provide
become the standard business office platform. access to your Print Requests. As an additional
This means that anyone who has meetings in back-up, employees will be provided with a
the diary scheduled via ZOOM will need to unique PIN Code to perform the same task.
reschedule these using Microsoft Teams. If you
are still using ZOOM, you need to switch. Your
desktop Outlook calendar has Teams configured
and available for use. If you experience any
technical challenges using Teams, reach out
to IS Service Desk for support. PrintQ_BW on PCUTPRT01 PrintQ_Colour on PCUTPRT01

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