29
Nov 19

Tech-ortunities in Australian Universities

Educational institutions earn and build their reputation based on their reputation for service delivery, ability to attract a strong market share and elicit the best results from their cohort. Technology is a valuable component in maintaining student engagement from enrolment through to alumni and universities Australia-wide are refining their IT Service Management (ITSM).  IT plays … Continue reading Tech-ortunities in Australian Universities

18
Jul 19

Universities face cyber security deficit

Universities are facing increasing pressure with growing student numbers, undertaking digital transformation and protecting sensitive information.  An attack on a major Australian university last month compromised the details of approximately 200,000 people. The unauthorised access dates back 19 years but was only detected in June this year.  The Vice-Chancellor said there was unauthorised access to significant … Continue reading Universities face cyber security deficit

20
Jun 19

Cyber attacks affecting universities globally – Are you prepared?

The recent cyber attacks on major Australian Universities have other institutions across the country preparing for similar events. ANU hit the headlines earlier this month, and now ACU has become the latest institute to suffer a breach when staff fell victim to a phishing scam. Both of these incidents have amplified the need for universities to … Continue reading Cyber attacks affecting universities globally – Are you prepared?

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