We would like to keep you up to date with the latest news from Digitalisation World by sending you push notifications.
Digital Newsletter
Each week our editor Phil Alsop rounds up the most popular articles, videos and expert opinions. We compile this into a Digital Newsletter and send it straight to your inbox every week.
Digital Magazines
We'll let you know each time a new edition of Digitalisation World is released so that you're always kept up-to-date with the latest and greatest news and press releases.
Video Magazines
The Digitalisation World Video magazine contains the latest Zoom interviews with experts in the industry.
The 3-star rating was awarded following an eighteen month auditing programme by the SDI, Europe’s only support network for IT service desk professionals and leading authority on IT support issues, which noted a significant improvement in the scores each time.
During each audit, nine concept areas were measured covering all aspects of IT Services including leadership skills, policy and strategy, people management, partnerships and resources, people satisfaction, performance results and social responsibility.
The University of St Andrews IT Service Desk team logs between 4000 and 8000 incidents a month, offering support to the University’s 2000 staff and 8000 students, through a single point of contact.
On being awarded 3-star accreditation, Lorraine Brown, the University of St Andrews 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 Service Desk Institute’s 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.
Howard Kendall, SDI’s Master Auditor, who presented the 3-star award to the IT Services team, commented: "After achieving 2* SDI certification in 2013, it is highly rewarding to see that the excellent strategy and leadership in place at SAITS is playing a major part progressing the service to a 3* 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"
