Overview
The University seeks to improve all Information Services (IS) services. using service management best practice.
The Service Improvement programme
The IS vision sets a goal of world-class services. We are also committed to valuing and developing staff as one of our core values.
The Quality Enhancement Group has committed time and resources to a Service Improvement programme, drawing upon the best practice framework found within the IT Infrastructure Library (ITIL®).
Although it was originally designed to aid the management of IT services, ITIL® is being adapted and adopted for use in all IS services, covering the four IS domains of Audio Visual, Library, IT and Learning Technology.
Disciplines
IS has a "virtual Service Desk", consisting of the IS Helpline and the IS Helpdesks in the Main Library and site Libraries. From November 2010, a new Service Management tool, UniDesk was brought online to support the integration of these email, phone and physical points of contact into a virtual single point of contact.
UniDesk now supports two processes in IS, Incident Management and Problem Management
Incident Management is used to minimise disruption to users when things go wrong with our services and Problem Management is used to identify and understand the causes of these failures. Incident Management also handles the routine enquiries for information or assistance, "Service Requests", ensuring they get handled as quickly and efficiently as possible.
Reports
The first Incident Management Process report was completed in April:
A report on the IS Service Improvement programme's initial progress was produced:
Training
We are training key staff within IS and facilitating training for College and CSG/SASG Support Group staff towards the Foundation Certificate in IT Service Management.
We have also developed a “pre-Foundation” level course for staff that need, or would like, an awareness of best practice in Service Management.
All ITIL® training and consultancy enquiries should be directed through Robert Gormley (contact details are available in the register).
The register is an opt-in list of those who have passed ITIL® examinations and is available to members of the University community. An EASE username and password is required.
This article was published on Apr 22, 2013