If you have a question about the ITSM Project which we haven’t included here please contact the project team via itservicedesk@gre.ac.uk
What is ITSM?
IT Service Management (ITSM) is how we manage the delivery of IT services to you. This includes all the processes and activities necessary to design, create, deliver, and support IT services.
Why are we moving to a new system?
Our current system was coming up for renewal, so an opportunity presented itself to review the system to ascertain whether it would meet our university Digital Strategy requirements.
What’s happening in the project right now?
We are currently configuring a new IT Service Desk system which we will use to manage support requests more effectively in the future.
This will require thorough end-to-end testing (from end users to resolving teams) before we can give a date for the switch to the new system.
Once testing is complete, we will let you know how this change will affect you.
When will the new ITSM system go live?
There will be a phased implementation, starting with a launch for staff. We will update these web pages regularly and share the latest news and information with you.
I have a Sunrise login - when will I get trained on the new system?
If your role requires you to use the new ITSM system, we will be contacting you to arrange training in due course.
We will share information about using the new IT self-service system and knowledgebase through these web pages and the university's Internal Communications channels.
Will I still be able to telephone or email the IT Service Desk?
Yes. We will encourage all staff to use the self-service system, search the knowledgebase and log tickets online wherever possible, but you will still be able to contact us by phone and email.