The Service Management Improvement Initiative is a programme of projects and activities that aims to develop IT service management within the university.

It will utilise the ITIL framework to provide quality IT services to customers within the university, focusing on the resources and facilities needed to support the succesful depoyment of IT. The programme is Vision-led and among its aims targets two of the three strategic Enablers outlined in the University's Strategic Plan for 2008-2012

  • Quality Services
  • Quality Infrastructure.

The Vision is the full implementation of an integrated service management software package to encourage and facilitate continuous service improvement methods and measures.

Since its procurement and installation over 2009/2010, the software package has been TOPdesk, underpinning the UniDesk service which is a joint partnership between Edinburgh, St Andrews and Abertay, Dundee, which also has Sheffield Hallam, Ulster, Stirling, and Edinburgh Napier University as service users.

The programme therefore also includes upgrades and enhcancements to UniDesk.





Name Role Contact Details
Neil Bruce Programme Owner


Alex Carter Programme Owner alex.carter@ed.ac.uk

Colin Watt

Programme Manager (IS Applications)




Current Programme status

Report Date RAG
October 2022 AMBER
Code RAG RAG Date Manager Status Stage
ISG001 Digital Image Submission by Students for University Card Production BLUE December 2014 Colin Forrest Closed Close
ITS081 UniDesk Change & Release BLUE March 2013 Maurice Franceschi Closed Close
SMI004 Update IS Alerts Page (SMI004) BLUE October 2014 Sue Woodger Closed Close
SMI005 Improve Communications to Successful Applicants about their Office 365 Account BLUE February 2015 Sue Woodger Closed Close
SMI006 Improve communications to applicants about their EASE accounts BLUE December 2014 Colin Watt Withdrawn Close
SMI007 UniDesk Service Level Management BLUE October 2015 Maurice Franceschi Closed Close
SMI010 UniDesk Environment Build for Stirling BLUE October 2015 Neil Grant Closed Close
SMI011 Review of UniDesk Infrastructure GREEN June 2015 Maurice Franceschi Closed Close