14
Jun 18

Looking outside the sector to improve service quality across IT in universities

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

14
Jun 18

Introducing Luke Shaw, Team Leader of Information Technology Service Desk, University of Newcastle

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

06
Jun 18

Academic horror stories – Specialised services

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

06
Jun 18

Russell Murphy – Back by popular demand

At the 2017 ITS in Tertiary Education conference – Russell Murphy Transformation and Deployment Manager from ServiceNSW came along and shared with the delegates the ups downs and sideways of the transition toward an omnichannel contact centre at Service NSW. Some of the key points included: Prioritising the right channels for your organisation and your customer … Continue reading Russell Murphy – Back by popular demand

06
Jun 18

Key insights into improving service desk performance

Western Sydney University was recommended on a number of fronts for their approach to the personal side of the service desk. One of the biggest issues challenges for ITS in tertiary facilities is how you maintaining a level of staff expertise when turnover rates are continually high. WSU has done a lot of work in … Continue reading Key insights into improving service desk performance

19
Apr 18

Meet the Speakers: The Hayley Grey Edition

Author:Drew McCoy

Session Outline: University ITS Strategy & Challenges conference One of the greatest challenges for any digital transformation journey (or any journey at all for that matter) is getting the buy in to bring the people along for the ride. At a glance, Universities are almost nightmarishly complicated in terms of the number of moving parts, … Continue reading Meet the Speakers: The Hayley Grey Edition

19
Apr 18

Understanding your customer at a practical level

Author:Drew McCoy

Understanding your customer is one of the key drivers at this years University IT Service Strategy & Challenges conference. Let’s unpack what that means, and how we intend to address it! Experience. Be it of the customer, user or student variety. They’re more than just buzzwords, they reflect a core focus of higher education institutions … Continue reading Understanding your customer at a practical level

07
Feb 18

The impacts of BYOD on University IT service strategy

Author:Drew McCoy

Higher education has seen success following its digital transformation, with students, staff and employees being able to access organisational services from wherever they are using browser-based tools Bring Your Own Device (BYOD) offers employees and corporations countless benefits from increased efficiency to controlled costs on provisioning a mobile workforce and student body. However the complexity … Continue reading The impacts of BYOD on University IT service strategy