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 firstname.lastname@example.org
Programme Manager (IS Applications)
Current Programme status
|SMI007||UniDesk Service Level Management||BLUE||October 2015||Maurice Franceschi||Closed||Close|
|SMI008||Improved Unidesk reporting||BLUE||June 2017||Colin Forrest||Closed||Close|
|SMI009||IS Alerts Enhancements 2015||BLUE||February 2016||Chris Konczak||Closed||Close|
|SMI010||UniDesk Environment Build for Stirling||BLUE||October 2015||Neil Grant||Closed||Close|
|SMI012||Digital Image Submissions for Staff and Visitors||BLUE||July 2016||Colin Watt||Closed||Close|
|SMI013||UniDesk Annual Upgrade||BLUE||October 2017||Colin Watt||Closed||Close|
|SMI014||Online Print Credit (PCounter) ColdFusion Upgrade||May 2016||Sue Woodger||Closed||Close|
|SMI015||Card Front End ColdFusion Upgrade||BLUE||February 2016||Dawn Holmes||Withdrawn||Close|
|SMI016||UniDesk for Napier||BLUE||June 2016||Iain Moore-McLaughlin||Closed||Close|