IT Services Customer Experience at the leading edge of CX among universities

Looking back, Dan Lawrence, IT Services Deputy Director, brought Customer Experience (CX) to the University when he joined in late 2015, making it one of our key strategic priorities. With help from Cathie Dingwall, Deputy Head of Service Management and Liz Simcox, Head of the ITS Project Office, an initial ITS CX programme of activity soon began to take shape. By the end of 2016, Kim Yeandle-Hignell, CX … Continue reading “IT Services Customer Experience at the leading edge of CX among universities”

IT Services Communications: Supporting the customer experience

In order to build a strong IT Services Customer Experience (ITS CX) programme, it is essential that we improve our internal and external communications. Although we are all communicators, clear processes need to be in place to ensure our communications are targeted, measured, tracked and ‘best practices’ are followed. The ITS CX and Communications team … Continue reading “IT Services Communications: Supporting the customer experience”

IT Services Customer Experience: Keeping you in the loop

Since our last blog update in June, Building Foundations, we have made significant progress. Our goal this year has been to develop the foundations of the Customer Experience (CX) programme, ensuring everyone across IT Services has a common understanding of what it is, and why it is one of our strategic priorities. So, where are … Continue reading “IT Services Customer Experience: Keeping you in the loop”

Application Services: New Placement Portal to provide smart, integrated learning placement solution

Application Services and the Project Office are working with the supplier QuantumIT, to provide the University with a smart, integrated learning placement solution called the ‘Placement Portal’. A placement is a set of activities held outside normal University activity and is conducted by a third party such as a hospital, or local authority social services. The University currently has a … Continue reading “Application Services: New Placement Portal to provide smart, integrated learning placement solution”

IT Services plays major role in development of new Dubai campus

Recently, the University announced its plans to open a new campus in Dubai. The campus will be open for teaching in September 2018, with an initial plan to recruit 300 students, and a long-term goal to have 4500 students based in Dubai. The Dubai project touches on almost every area across IT Services and our teams have been working to … Continue reading “IT Services plays major role in development of new Dubai campus”

Application Services: Students tackle real-world problems facing the University during ServiceNow Boot Camp and Hackathon

In early June, the ServiceNow Development team, in collaboration with the School of Computer Science, ServiceNow, and ServiceNow partners TESM, proudly hosted the third annual ServiceNow Boot Camp and Hackathon event in the Computer Science Building on campus. Those who attended the event had three days of intensive training on the ServiceNow platform, followed by … Continue reading “Application Services: Students tackle real-world problems facing the University during ServiceNow Boot Camp and Hackathon”

IT Services Customer Experience and Communications: Building foundations

IT Services (ITS) Customer Experience (CX) Over the past eight months, we have been developing the foundations of the CX programme, ensuring ITS staff have a common understanding of what it is, and why it is one of our strategic priorities. We have also been looking at the best solution to analyse customer feedback and … Continue reading “IT Services Customer Experience and Communications: Building foundations”

Message from Bruce Pearson: Recruitment activity and resource flexing

Below is an update on recent recruitment activity and resource flexing within Application Services Quality Assurance Matty Mathew was appointed as the NewCore QA Manager on Monday 6 March 2017. As this is a full time position Matty will come into Application Services following the completion of NewCore. In the meantime, we are looking to … Continue reading “Message from Bruce Pearson: Recruitment activity and resource flexing”

Infrastructure Services: New IT Services data centres on the way!

New IT Services data centres will meet University demands for computing power and data storage capacity In early 2016, the IT Services Leadership team approved plans to build two new data centres in order to meet University demands for computing power and data storage capacity. The new facilities will also provide the space required to … Continue reading “Infrastructure Services: New IT Services data centres on the way!”

Project Office: Managing IT Demand

Over the last few months, all areas of the Service have been working with the Project Office to embed demand management.  This is looking at the resource required to deliver business as usual, known projects, and predicting the resource required for future projects. We are now in a position where we have a much clearer … Continue reading “Project Office: Managing IT Demand”