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

07
Feb 18

CAUDIT Top 10 – Spotlight

Each year, CAUDIT members participate in an annual survey to determine the most important IT topics in higher education and research across Australia and New Zealand. Recently, CAUDIT released their 2017 report, which identifies and ranks these areas of interest according to their significance. The CAUDIT Top Ten was devised to help shape the strategies … Continue reading CAUDIT Top 10 – Spotlight

24
Aug 16

New grants of up to $3m now available for research-industry collaborations

Collaborations between industry and researchers can now apply for grants of up to $3 million over three years to develop products, services or processes that will solve problems for Australian industries. The new funding is being offered through the second round of the Cooperative Research Centres Projects (CRC-P) stream of the government’s Cooperative Research Centres … Continue reading New grants of up to $3m now available for research-industry collaborations

08
Aug 16

Challenges & opportunities for commercialising research

For over 25 years I have been faced with the opportunity to invest in commercialising the outputs of research institutions. I have seen those opportunities from inside, alongside and outside those institutions. The one constant – it is hard! Is it harder than it should be? Perhaps, but frankly, if you are pursuing something nobody … Continue reading Challenges & opportunities for commercialising research