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: ServiceNow
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”
ServiceNow Madrid upgrade
On Friday, 30th August, the ServiceNow development team will be implementing an upgrade to the application. During the upgrade, ServiceNow will be unavailable. Find out more about the upgrade on the IT Services staff intranet here.
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”
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”
Hackathon 2018: The next generation of ServiceNow developers
This year’s Hackathon was held on the penultimate week of term – Monday 4 to Friday 8 June – and was a collaboration between IT Services, Computer Science and ServiceNow. First things first – what is a ‘hackathon’? A hackathon is an event, usually lasting a few days, in which computer programmers and others involved … Continue reading “Hackathon 2018: The next generation of ServiceNow developers”
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”
Interview with Richard Thomas: Newly accredited ServiceNow System Administrator
Richard Thomas Application Operations Analyst G20, Computer Centre, Elms Road Richard has worked in IT Services (ITS) for the last six years – five years on the Service Desk and a year in Application Services. For over three years, he’s been working on ServiceNow development. We caught up with Richard to find out more about … Continue reading “Interview with Richard Thomas: Newly accredited ServiceNow System Administrator”