IT Service Management

We're live!

The IT Service Management project went live as planned on 10 September. Check the project update for what our stage 1 go-live really means. We've also updated our site to show how we are measuring our progress and what's planned for our next project stage.

Project Objectives

The project is about putting IT Service Management into action. As one of the six pillars of our IT Strategic & Business Planning Framework, it’s about implementing an industry best practice approach to defining, delivering and continuously improving our IT services so that we will:

  • have a customer focused culture
  • have IT services aligned to business need
  • be responsive, agile and flexible to business demand and change
  • support business growth by providing a scalable IT environment
  • deliver increased value to the business
  • free up operational capacity to focus on more innovation

In short, we want to create an environment where services are defined in a way that make sense to customers, are delivered seamlessly in a proactive, robust and predictable way. Where ITS staff work as one team towards common goals and are valued by our UWS customers. To see how we're progressing against our objectives, read on:

Project Update

What did stage 1 go-live achieve? We have:

  • replaced our old and unreliable Remedy system with a state of the art ServiceNow system
  • provided access to a new and improved self-service portal that allows students and staff to:
    • Log IT incidents or request IT services online and check their status
    • Keep up with the latest IT news
    • Check the knowledge base to find useful IT information
    • Chat with the IT Service Desk to get answers to questions
  • developed a system and processes that help us record incidents and requests in one location and electronically assign and track work, regardless of location and type of support needed
  • introduced a streamlined support model which will, over time, ensure more responsive support, with requests and incidents assigned to the right resolver groups quickly and efficiently
  • implemented a more structured change process to ensure we plan changes to our IT environment to minimise incidents or disruptions.

Next Steps

Our initial support period will focus on fine tuning the first stage go-live, examining lessons learned and implementing enhancements before we will begin to plan stage 2.

Stay tuned for further updates and more exciting times ahead!

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