Five Years of Continual Improvement: Ulster University Achieves 4-Star Service Desk Certification

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When we see organisations achieve a high Service Desk Certification rating, it’s easy to focus on the end result, the score, or the recognition. But the real story is everything that happens along the way. Ulster University’s certification journey demonstrates the long-term value of regularly assessing performance, measuring maturity and using independent feedback to guide improvement initiatives.

What also makes this achievement particularly impressive is that Ulster University didn’t jump straight to 4-Star. Like many organisations, they began by understanding where they were, identifying opportunities for improvement and committing to a long-term journey of continual service improvement.

Since joining the SDC programme back in 2021, Ulster University has completed its initial Service Desk Certification assessment, achieving a score of 2.19. Fast forward five years, and that score has risen to 3.83, earning the university a 4-Star Business-Led Service Desk Certification. This is clear evidence of continual progress, stronger service management practices and a clear commitment to delivering better experiences for customers, students and staff.

Here are some of the key results they achieved:

✅ Achieved 4-Star Business-Led Certification

✅ Progressed from 2-Star to 4-Star in only three years

✅ Student satisfaction increased to 97%.

✅ 12.8% increase in ticket closure rates from Out of Hours Digital Services Assistants.

✅ 58% reduction in re-opened tickets.

✅ 98% tickets resolved within SLA.

✅ Only 1 hour of tool downtime reported across the year.

These results didn’t happen overnight. They are the outcome of years of continual improvement, collaboration and a willingness to challenge the status quo. The audit also recognised Ulster University’s growing focus on customer experience, enhanced feedback programmes, improved reporting capabilities and a strong culture of service improvement.

 

“Achieving our 4-Star Service Desk accreditation is a testament to the dedication, professionalism, and customer-focused approach of our team.  By embracing feedback and continually striving to improve, we have strengthened our ability to deliver excellent customer experiences.  This achievement reflects a shared commitment to excellence and continual improvement.  I am incredibly proud of what we have accomplished and would like to thank everyone who contributed to this success.”

– Ann McSherry, Head of ICT Customer Experience

 

Each assessment provided new insights. Each review helped identify opportunities. Each year built on the progress made before it.

The result is a service desk that has matured significantly over time and continues to evolve in line with organisational needs and customer expectations. So big congratulations to everyone involved in this achievement and for demonstrating what can be accomplished through a sustained focus on service excellence and continual improvement.

What Could Your Service Desk Achieve in Five Years?

Ulster University’s story shows what’s possible when organisations commit to continual improvement and use Service Desk Certification as a framework for growth. If you’re looking to benchmark your performance, identify opportunities and build a roadmap for service excellence, we are here to help!

➡️ Learn more about SDI’s Service Desk Certification programme.