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
|SMI008||Improved Unidesk reporting||BLUE||June 2017||Colin Forrest||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|
|SMI017||UniDesk for Durham University||BLUE||April 2017||David Watters||Closed||Close|
|SMI018||UniDesk Annual Upgrade||BLUE||September 2018||Chris Konczak||Closed||Close|