About Bournemouth University

Bournemouth University was founded in 1992 as one of the new universities. The Service Desk supports the University’s 1,500 staff and 16,500 students, as well as guests, visiting professors and prospective students. The 9 service desk staff handle over 3,800 incidents and requests per month, reaching up to over 5,000 during peak times.

The Challenge

The service desk had good feedback from users but wanted help to identify key areas for improvement. They were in need of a way to benchmark their service against an industry standard to understand how they were doing from an objective perspective.

“We generally received good feedback from our users but really wanted some best practice guidance on how we could improve further.”

 

The Solution

Use SDI Standards to provide a structured approach to service improvement

Bournemouth University decided to pursue Service Desk Certification (SDC) in 2015 and had their first assessment in November that year. The Best Practice Service Desk Standard used by the SDC model provided a structured approach to service improvement.

“The SDC programme helped us to really focus on our service and has highlighted areas where we can develop.”

 

The Results

Clear vision, mission and strategy

The service desk team now have structured training plans in place and the service desk has a clear vision, mission and strategy. Customer engagement has increased since undertaking Service Desk Certification and processes and procedures are now documented in a consistent way.

“Certification is helping to raise the Service Desk’s profile and has provided the recognition deserved for all the team’s hard work.”

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