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University of Leeds

*UPDATE!*

Press Release:August 2014:  The University of Leeds acheive 3 star certification

University of Leeds’ IT Service Desk joins growing band of universities securing SDI’s Service Desk Certification.

University of Leeds SDC

The University of Leeds has become the third university globally to be accredited with Service Desk Certification (SDC) from The Service Desk Institute. The university shares the international quality mark with the University of St Andrew’s and King Abdullah University of Science and Technology (KAUST) in Saudi Arabia. The third largest employer in Leeds, the university’s IT Service Desk logs around 7000 tickets a month during term time, supporting the university’s 7,000 staff and 31,000 strong student population.

Reflecting on their accreditation, Sally Bogg, the university’s IT Service Desk Manager, said: “We needed a benchmark and a planned approach to Continual Service Improvement and felt that SDI's Service Desk Certification programme would give us that.”

The 2 star rating was awarded to the University of Leeds following a six month rigorous auditing programme which assessed their IT service in terms of leadership; policy and strategy; people management; partnerships and resources; processes; people satisfaction; customer satisfaction; performance results and corporate social responsibility. On receiving their accreditation, Sally Bogg comments: 
“The hardest thing about the whole process has been keeping the momentum going. There was a lot of work to do in the six months between the initial service desk assessment and the full audit so every single person in the Help Desk took on additional responsibilities. This was challenging for the team in a positive way and a great opportunity for role development.
“I can say with confidence that we are already seeing the benefits of the SDC programme. The Help Desk is in better shape that in was six months ago and it feels like we have got our house in order. We have documented all our processes, set a vision and mission for the service and designed some suitable metrics. As a team we now have a much clearer idea of where we are going and what we are aiming for, we have a planned approach for CSI and have also raised the profile of our service across the institution. We are now focusing on the recommendations of the audit report and we are aiming to achieve 3 star accreditation in 2014.”

A rigorous 6 month auditing programme challenged the busy team but ultimately resulted in successfully being accredited with a 2 star rating.

Sally reflects: “I can say with confidence that we are already seeing the benefits of the SDC programme. We have documented all our processes, set a vision and mission for the service and designed some suitable metrics. As a team we now have a much clearer idea of where we are going and what we are aiming for, we have a planned approach for CSI and have also raised the profile of our service across the institution. We are now focusing on the recommendations of the audit report and we are aiming to achieve 3 star accreditation in 2014.”

Hear about the team's experience of the SDC process in their own words:

    

Listen to Antonia from the University of Leeds IT Service Desk talk about her SDC journey in SDI's Continual Service Improvement webinar.

The 2 star rating was awarded to the University of Leeds following a six month rigorous auditing programme which assessed their IT service in terms of leadership; policy and strategy; people management; partnerships and resources; processes; people satisfaction; customer satisfaction; performance results and corporate social responsibility. On receiving their accreditation, Sally Bogg comments: “The hardest thing about the whole process has been keeping the momentum going. There was a lot of work to do in the six months between the initial service desk assessment and the full audit so every single person in the IT Service Desk took on additional responsibilities. This was challenging for the team in a positive way and a great opportunity for role development.“I can say with confidence that we are already seeing the benefits of the SDC programme. The Service Desk is in better shape that in was six months ago and it feels like we have got our house in order. We have documented all our processes, set a vision and mission for the service and designed some suitable metrics. As a team we now have a much clearer idea of where we are going and what we are aiming for, we have a planned approach for CSI and have also raised the profile of our service across the institution. We are now focusing on the recommendations of the audit report and we are aiming to achieve 3 star accreditation in 2014.”

Be Involved

  • Service Desk Training

    Senior Analyst to Team Leader

    15 - 16 May, Birmingham

  • Service Desk Training

    Service Desk Manager

    15 - 18 May, Kent

  • Service Desk Training

    Service Desk Analyst

    12 - 14 June, Birmingham

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