Here we highlight some of the ways in which our ITSM Project aligns with the digital principles in our .
We Are One University
We will operate consistently as an organisation, ensuring our processes and methods of working are simple and uniformly applied.
- Streamlining areas such as dynamic forms for preparing services for new starters, providing the ability to notify the correct teams about requirements and obtaining approvals using automated workflows.
- A consolidated system with a central knowledge base, enabling delivery of Service Status and improvement in areas such as IT change and problem management relating to business-critical systems.
- Data integrations with other key university IT systems, preventing duplication of data and enabling the university to have more centralised IT systems.
Sustainable Digital
We will play our part in delivering on the sustainability strategy, incorporating the impact on the climate into the decision-making processes with the aim of achieving net zero.
- A cloud hosted IT Service Management Platform
Security By Design
IT security must be embedded in our culture and within our governance, technology, applications and data.
- Standardising our IT assets allows us to create a less fragmented IT environment with centralised control. This improves data and system security and reduces risk, especially data protection.
- Single Sign-On
- A central system will support additional performance reports and greater accuracy of existing reports, especially regarding security, vulnerabilities, and device status.
Service Excellence
We will provide proactive support without delay, the way each student or colleague prefers to access it, to make effective use of available resources and to remove or eliminate unnecessary barriers.
- Integration of IT processes across the university making support services more efficient.
- Improved service reporting and dashboards for end users, IT service desk, support teams and management.
- A comprehensive self-service knowledgebase enabling rapid troubleshooting and a reduction in the number of user issues reported to the IT Service Desk
- Optimisation of staff resources through the introduction of a Self-Service portal, alleviating pressure and improving service delivery during Online Registration and other busy periods.
- Time saving on routine queries and requests through the use of dynamic forms.
Individual Experience
Boost individual productivity by providing an intuitive, effective, and consistent self-service-oriented experience that enables students and staff to learn, teach and work from anywhere at any time.
- A user-centric online self-service system for students and staff to request services or resolve or log issues, resulting in less frustration, improve first time response fix, quicker response times and better overall user satisfaction.
- 24/7 availability, providing more inclusivity for overseas staff and students working in different time zones, or those whose work patterns are outside 9am-5pm.
- The integration of Service Status notifications within our ITSM system enabling clearer communication and improving the visibility of business-critical IT information.
- Improve the role for IT Service Desk staff by reducing the need to undertake repetitive tasks, potentially improving job satisfaction.
Technology Excellence
Our technology solutions and infrastructure will be considered excellent and facilitate services which add value to every aspect of university life.
- A cloud hosted IT Service Management Platform, providing a single up to date source for knowledge, IT services and assets
- AI capabilities that will prepare the university for digital future proofing.