Glasgow Caledonian University (GCU) is a vibrant multi-cultural modern university in the centre of Glasgow and is placed amongst the top 150 Universities in the world. As well as the city-centre campus in Glasgow, GCU also has a cutting edge campus in Spitalfields, London and are the first foreign higher education institution to award degrees in New York, with the establishment of GCNYC. The university’s aim is to contribute to society in a manner that embraces yet goes beyond the traditional role of a university.
GCU’s Information Services (IS) department is based in the Glasgow campus. It consists of 65 employees, with a mixture of technical support, project and training staff. Within the IS department are the service desk which support approximately 1,600 administrative staff, 13,800 undergraduate students and 2,780 postgraduates from more than 100 different countries. The IT service desk consists of 5 analysts and a team leader. They handle approximately 3,500 contacts per month via phone, email and the self-service portal.
Create a service improvement plan to better utilise new ITSM software, based on industry best practice.
GCU Implemented a new IT service management (ITSM) tool in Spring 2016. Determined to make the best use of its features and functionality they needed to review service desk operations and identify performance levels in order to obtain a starting point for service improvement. The short timescale GCU had when implementing their new tool, and the introduction of ITIL® processes into the department for the first time, led to some large cultural changes in operations, resulting in poor receival of the new tool by many in the department. The best way forward was to obtain impartial and external advice to provide their service desk with fair observations, feedback and guidance to unite and develop the department’s operation. This information would direct the development and progression of their service desk and pave the way for continual service improvement. GCU’s main objective was to identify what would be the biggest priorities and would provide the best service from a customer’s perspective. The support operation at this stage hadn’t fully developed formal ITSM processes, hadn’t documented an SLA or KPI targets, and were not conducting customer or employee satisfaction surveys.