We're delighted to announce that University of St Andrews has been awarded 4 Star Service Desk Certification!
Download the latest press release
In February 2013 Scotland's 600 year old University of St Andrews became the first university in the United Kingdom to be accredited 2 star with Service Desk Certification from The Service Desk Institute (SDI). A year on, they have increased their certification score and they now share the 3 star international quality mark with King Abdullah University of Science and Technology (KAUST) in Saudi Arabia.
From left to right: Steve Watt, Chief Information Officer, Howard Kendall, Founder SDI, Lorraine Brown, Service Desk Manager, Kevin Donachie, Associate Chief Information Officer (Service Delivery)
The IT service desk team at the University of St Andrews, which logs between 4000 and 8000 incidents a month depending on the time of the year, can now evaluate its performance against an international framework of standards and clearly demonstrate to senior management the effectiveness and success of their single point of contact operation that serves the university's 2,000 staff and 8,000 strong student population.
On being awarded their accreditation, Lorraine Brown, the university's Service Desk Manager, said: "IT is a fundamental part of every member of staff and every student’s day to day life at the University and we want everyone who uses our service to have a positive experience from the moment they arrive in St Andrews. We believe that our 3-star certification proves our commitment to offering a great service and we aim to use the programme to further aid the continuous development of our IT services.”
The 2 star rating was awarded to the University of St Andrews 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. A year long programme of service improvements later, the service desk star rating was increased to a 3 star at the surveillance audit.
Howard Kendall, SDI's Master Auditor, commented:
"After achieving 2 star SDI certification in 2013, it is highly rewarding to see that the excellent strategy and leadership in place and SAITS is playing a major part progressing the service to a 3 star customer-led level of maturity. Quality leadership, combined with a new location for the service desk, the appointment of a business relationship manager, the implementation on a carefully planned customer experience feedback programme and the on-going enthusiasm and high morale of staff is clearly bearing fruit. I’m delighted to see St Andrews embracing continuous service improvement and shall continue to follow them on their journey"
The Service Desk Institute's SDC audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements. Based around ITIL and ITSM frameworks, the certification evaluates companies in the following areas: incident and problem resolution; change and release management; service level management; availability and capacity management; configuration management; business continuity and financial management; knowledge management and customer relationship management.
For more information on the SDC programme or to speak to someone at the University of St Andrews about their first-hand experience, please contact firstname.lastname@example.org or call us on +44 (0)1689 889100.