Understanding Debt Debt has recently become a common term within many areas of IT and the wider University. Debt, from an IT perspective, is created when there is an issue with a service or product that has occurred because the resource, be that people, time, or money, has not been available to avoid it. A … Continue reading “Improving our IT credit rating: an approach to managing ‘Debt’ in IT Services”
Category: IT Service Management
IT Services does Welcome Week
The University’s Welcome Week activities kicked off on Saturday 21st September, with IT Services’ staff helping thousands of students start their University adventure. For several weeks leading up to the event, significant planning and preparation had taken place to prepare us for this coming week. On Saturday, the campus was looking its stunning best (although … Continue reading “IT Services does Welcome Week”
Quality feedback for August
Every month we share a snapshot of some of the great feedback we receive from customers across the University about the fantastic customer service and support they receive from IT Services staff. Below are some of the comments provided by our customers in August and the team or individual who resolved the incident. “As I … Continue reading “Quality feedback for August”
Digital Strategic Framework: Discussion Paper
We have prepared this discussion paper to support conversations within and outside IT Services about the strategic approach we will take in support of the University’s strategic framework, Birmingham 2026. In recent weeks we have held a series of workshops for Professional Services staff, academics and researchers; and workshops specifically for IT Services staff. At … Continue reading “Digital Strategic Framework: Discussion Paper”
UCISA Support Services Group Conference 2019
The annual UCISA Support Services Group (SSG) conference took place at the Queens Hotel in Leeds on the 3-5th July with the theme ‘Back to the Future of IT’. The conference was attended by staff and students from UK Universities and Colleges who presented and discussed the changing technological landscape, what technologies will be popular … Continue reading “UCISA Support Services Group Conference 2019”
Update on ITS HR admin team
Following the departure of Admin Assistant, Karen Snell and the imminent arrival of New Core there is no longer a requirement for an HR admin team within IT Services. As of now Jane Adams and Peter Rush will operate the Elms Road reception and pick up some day to day admin tasks. Both Jane and … Continue reading “Update on ITS HR admin team”
IT Innovation – Using artificial intelligence to understand business critical data
The University processes huge amounts of unstructured text data throughout the academic year, including staff and study surveys, support requests to services desk, and much more. The volume of textual data captured is huge and increasing at a fast pace, and our ability to understand this data holistically in a timely manner to support business … Continue reading “IT Innovation – Using artificial intelligence to understand business critical data”
April’s Quality Feedback for IT Services Staff
Every month we share a snapshot of some of the great feedback we receive from customers across the University about the fantastic customer service and support they receive from IT Services staff. Below are some of the comments provided by our customers in April and the team or individual who resolved the incident. “As always … Continue reading “April’s Quality Feedback for IT Services Staff”
Service Management: Upcoming events
The Service Management team has lots of training events planned for the coming months. Check out the training schedule below, and save the dates of any that you’re interested in. We will confirm the times and location for each event as they get closer. How to register You can register your interest in these training … Continue reading “Service Management: Upcoming events”
Service Management weekly drop-in clinics
Join the Service Management Operations Team at our weekly, open-door drop-in sessions The Service Management Operations Team kicked off their regular weekly drop-in sessions on Tuesday 22 May. We are running the sessions so that all ITS staff have a regular opportunity to discuss anything related to Service Management. Whether you would like to discuss … Continue reading “Service Management weekly drop-in clinics”