Information Services

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 Service Improvement programme

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®).

More information from the Office of Government Commerce Website

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.


IS has a "virtual Service Desk", consisting of the IS Helpline and the IS Helpdesks in the Main Library and site Libraries. A Service Management tool, UniDesk, supports the integration of these email, phone and physical points of contact into a virtual single point of contact.

More details on UniDesk

UniDesk offers extensive support for service management disciplines, ranging from operational disciplines such as Incident Management and Request Fulfilment, to disciplines supporting continual improvement such as Problem Management and Change 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.

Current work includes populating a Configuration Management database and introducing Service Level Management.

Details of these processes


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 who have access to the Tech Collaboration area on the Information Services wiki InSite. An EASE username and password is required.

Register of service management certified staff