Hello, remember us? ITIL Tattle? We’ve been gone for a while and during that time Autumn has well and truly arrived. We’re now all adjusted to the new world and ways of working, our students are back studying and we’ve achieved a lot of great things since James last blogged back in September. In his last […]

This time last year the blog post I Know What You Did Last September looked at 2018 data and made predictions for September 2019. At that point I was confident that the September 2019 data would inform the September 2020 data… but back in March the world was turned upside down. As an aside, when such calamitous […]

It is July 2020. Everyone is trying to make do amidst loss and anxiety; or frustration and impatience. The economic reality is kicking in and budget holders are being told to tighten their purse strings. If you were short staffed, or if staff have left, recruiting to replace is unlikely to be an option. And […]

A Look Back This week the blog is a celebration of how far we have come on our ITIL® journey. Sometimes it has been a winding uphill road but perhaps blue sky is ahead… It might seem an odd time to reflect but as the University has just passed through arguably the busiest time of […]

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 […]

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 […]

ucisa (That lower case U is not a typo!) is an organisation which the University of Edinburgh has been a member of for a number of years, but it’s one that you might not know much about. ucisa is the member-led professional body for digital practitioners within education and encourages FE and HE organisations to […]

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 […]