ITILTattle’s first guest blog poster is Alex Carter – Head of Service Management With Welcome Week and start of semester underway, Information Services Group have a team of dedicated student helpers available to support new and returning students at the Main Library. Survey data and anecdotal feedback shows that this has been well received in […]

One aspect of our mission to discover, develop and share knowledge is going to become very tangible again next week… In many ways this past week has been a week of preparation, of anticipation and perhaps a little trepidation (and not just for the new students or their parents!). There are few organisations who have […]

Do you remember September 2018? Is it just a blur? This week’s blog will look at what our University Service Support tool data tells us about last year with the Student Experience being the focus. It will also attempt to predict what may happen this year! For many parts of the University, September represents the […]

The word “Incident” has been used for many years at The University of Edinburgh. We used it in our original Call Management tool Remedy, then in CMS and when UniDesk our current ITSM tool launched, our individual tickets were called “Incidents”. This never really sat well with the ITIL aware among us and so, in […]

Two weeks – two conferences and a blog post on two recurring themes: ITIL® 4 and Self-Service Portals. Last week was an itSMF meeting at Glasgow University. This week the UniDesk 2019 Conference up at University of Highlands and Islands at their main Inverness campus. Conferences provide a great opportunity to network and find out […]

“He uses statistics as a drunken man uses lamp posts – for support rather than for illumination.” Andrew Lang So you need to do reporting and you think that adding categories and subcategories will be the solution? But what if you are wrong? Sometimes the obvious go-to solution is not the optimal solution; neither for […]

  ITIL has been designed to use a common language to describe processes and functions as clearly as possible. Incident Management is a good example of this.   Incident Management is the most mature of the ITIL processes that we use here at The University of Edinburgh. The process was designed in collaboration with the University […]