The Service is for
Business to Business
Service Description
The Cognos Budget Forecasting Service (Cognos Planning) is provided by DIS to the Management Accounting Support teams in Finance. The service provides a mechanism to:
- Maintain the Cognos environments, software and databases
- Log issues in the Cognos system and to request changes and fixes from the Cognos supplier (IBM)
- Maintain interfaces from Cognos to other systems
- Maintain and develop Cognos reporting
Contact Details
Users can contact the Qfis Support Service as follows:
- Email: c.roy@qub.ac.uk
- Phone: +44 28 9097 6302
- In Person: Third Floor, McClay Library
Sub-Services
The following services are a sub-service of the Qfis Support Service:
- Provision of a Cognos Issue Log: an online mechanism for customers to record issues and requests for change
- Triage Service: on receipt of new issues or requests for change an analysis is carried out to determine the severity and urgency of the new issue in order to determine the most appropriate course of action
- Development Service: facilitating the fixing of bugs and upgrades to the delivered code from the IBM supplier; facilitating the testing of bugs and upgrades; facilitating the migration to the live service
Additional Support Information
Service Hours
- The Qfis Issue Log Service is available to the authorised users at all times
- The Triage Service is available from 09:00 – 17:00, Monday to Friday except for Public and agreed Queen’s holidays
- The Development Service is available from 09:00 – 17:00, Monday to Friday except for Public and agreed Queen’s holidays
Support Hours
- The Qfis Issue Log Service is supported from 09:00 – 17:00, Monday to Friday except for Public and agreed Queen’s holidays
- The Triage Service is supported during the agreed service hours
- The Development Service is supported during the agreed service hours
Outside of Agreed Support Hours, access to the Service may be affected due to system upgrades, maintenance etc.
Service Owner
Colin Roy, Qfis Support
c.roy@qub.ac.uk or Tel. 028 9097 6302
Financial year end i.e. end of July, beginning of August
Requests are managed by Qfis Support. Response times are determined depending on the severity and urgency of the issues being raised.
The requests are formally managed using the Qfis Issue Log and additional communications are carried out at formal meetings, by telephone and by email.
Outside of the agreed service hours, the agreed escalation points are as follows:
- Level One escalation
- Colin Roy, Queen’s Qfis Support
- c.roy@qub.ac.uk or Tel: 028 9097 6302
- Level Two escalation
- David Smith, Assistant Director (Information Systems)
- david.smyth@qub.ac.uk or Tel. 028 9097 6346
- Level Three escalation
- Ian Purdy, Interim Director (Digital & Information Services)
- i.purdy@qub.ac.uk or Tel. 028 9097 6346
Response to out of hours escalation is on a best endeavours basis.