Improving the service quality across IT in universities is both a massive priority and infinitely easier said than done. There is no doubt that the industry features some truly brilliant people, working on some exceedingly clever and innovative projects. At the same time, however, the Michelin Man would be sweating in his sleep at the … Continue reading Looking outside the sector to improve service quality across IT in universities →

One leg of our service desk triumvirate is Luke Shaw – Team Leader of the Information Technology Service Desk at the University of Newcastle. Aside from being a really nice guy, we’ve invited Luke along to discuss some of the initiatives that Newcastle have in place and how they’ve overcome specific challenges around the training … Continue reading Introducing Luke Shaw, Team Leader of Information Technology Service Desk, University of Newcastle →

Every university has the occasional campfire worthy horror tale of service requests gone wrong. One of the delegates of our previous ITS in Tertiary Education conference shared the story the other day of a frustrating issue that had come to a head the previous week.“An academic service request came through with a relatively complicated software … Continue reading Academic horror stories – Specialised services →