Here we share answers to your frequently asked questions about the ITSM Project. We will update this page so please check back regularly.
If you have a question about the ITSM Project which we haven’t included here please contact the project team via itservicedesk@gre.ac.uk
IT Service Management (ITSM) is how we manage the delivery of IT services to you. This includes all the processes and activities necessary to design, create, deliver, and support IT services.
Our current system was coming up for renewal, so an opportunity presented itself to review the system to ascertain whether it would meet our university Digital Strategy requirements.
We are currently configuring a new IT Service Desk system which we will use to manage support requests more effectively in the future.
This will require thorough end-to-end testing (from end users to resolving teams) before we can give a date for the switch to the new system.
Once testing is complete, we will let you know how this change will affect you.
There will be a phased implementation, starting with a launch for staff. We will update these web pages regularly and share the latest news and information with you.
If your role requires you to use the new ITSM system, we will be contacting you to arrange training in due course.
We will share information about using the new IT self-service system and knowledgebase through these web pages and the university's Internal Communications channels.
Yes. We will encourage all staff to use the self-service system, search the knowledgebase and log tickets online wherever possible, but you will still be able to contact us by phone and email.