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​IS Service Management System

UniDesk logoInformation Services launched a project in early 2015 to deliver a new fully integrated service management system.


A key part of this project is to review and improve upon internal business processes. The project is aligned with maintaining our Customer Service Excellence Award and the department’s commitment to continuous service improvement.


Project Delivery

The project will be delivered in two phases:

Phase 1:  Estimated completion Dec 16

  • Implement a new service management service for incident, problem and operational management.
  • Align Information services with an industry standard framework for customer service, ITIL.
  • Provide a self-service interface for Staff and Students.


Phase 2: estimated completion Jun 17

  • Implement change and contract management modules within UniDesk.
  • Integrate new system management teams into UniDesk.


Project Progress

The service management system that was chosen in Phase 1 is Unidesk.


UniDesk is a cloud-based Service Management System hosted by Edinburgh University and managed by a consortium of UK Universities.

Information Services have adopted ITIL best practice and have had over 60 members of staff qualify at the foundation level and others have completed practitioner.

Self Service for customers will launch on the 7th December completing the phase 1 project stage.


Benefits Summary

While we are rolling out UniDesk is a phased approach there will be extra functionality for both staff and students delivered in Phase 1.

  • Ability for self-help with a tailored knowledge base
  • Option to request help through a self-service interface
  • Quick log of service requests
  • Increased communication from Information Services
  • User dashboard for calls logged and changes/outages that may impact them
  • Ability to feedback on service


Project Team: Who’s who?

  • Project Sponsor: David Telford
  • Business Owner: Dawn Dodd/Catherine Hetherington
  • Project Manager: Suzanne Shinnie