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IT and Library Services

ITSM Project

This project is to replace our IT Service Management (ITSM) platform, a system used by the IT Service Desk and other ILS support teams to log and manage support requests raised by our staff, affiliates, and students.

Our vision is to create an exceptional people-centric digital experience where students and staff are empowered to find answers to IT Service queries more quickly and efficiently, increasing their productivity and saving time and money for all.

The strategic context for the project is aligned with our Digital Strategy objectives:

  • Strategic: Delivers a new system to enable strategic objectives.
  • Will contribute to the future success of the university.
  • A ‘cloud first’ approach for university IT systems.

Key deliverables

Simplified and secure access to our support service, with efficient resolution of issues and requests.

Our key deliverables include:

    • A cloud hosted IT Service Management Platform, providing a central up to date source for knowledge, IT services and assets.
    • Providing a user-centric online self-service system for students and staff requesting services to resolve or log their issues.
    • An online knowledgebase and self-service system with 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.
    • Data integrations with other key university IT systems, preventing duplication of data and facilitating more centralised IT systems.
    • Improved service reporting and dashboards for end users, IT Service Desk, support teams and management.
    • A consolidated system which provides 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.

Project FAQ

Project FAQ - Here we share answers to your frequently asked questions about the project. We will update this page so please check back regularly.

Project benefits

Benefits include:

  1. A cloud hosted IT Service Management Platform, providing a single up to date source for knowledge, IT services and assets, which would help change the university culture where staff and students become more digitally independent.
  2. 24/7 self-service availability, providing more inclusivity for overseas staff and students working in different time zones, or those whose work patterns are outside 9am-5pm.
  3. Improved service reporting and dashboards for end users, IT service desk, support teams and management.
  4. A consolidated system which provides 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.

Read more about the benefits of the project.

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