Have you ever used the University of Glasgow’s Help Desk Self Service to get help fixing an IT problem, or perhaps if you are a student, getting a bit of assistance? If you have, you’ll be familiar with the idea of a service management system.

The UofG has recently commissioned a project to improve this facility, and introduce a new service management platform. After a comprehensive tendering exercise, a three-year deal has been signed with a company called Ivanti. Ivanti will provide a cloud-based enterprise service management system, Service Manager.

Later this year, University staff and students will start to see the benefits of the new system. Up-to-date information and request-handling will be delivered by a mobile-friendly customer self-service portal. The portal will be the centre-piece of the new system. The aim is to simplify service and support across all areas.

The portal will become the single place for staff and students to go to find answers to questions, request services or report faults regardless of which University service they require. The thinking behind this system is to remove the need for staff and students to have detailed knowledge about which University department provides each service…and where information about it can be found. It’s intended that this user-focused approach will also deliver efficiencies, reducing the number of support calls logged for simple, common topics.

First published: 27 March 2018

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