Here we share answers to your frequently asked questions about the ITSM Project. We will update this page so please check back regularly.
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
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.
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.
We are currently configuring a new IT Service Desk system which we will use to manage support requests more effectively in the future.
The system is undergoing thorough end-to-end testing (from end users to resolving teams). Existing support tickets will be moved to the new system over the weekend of 1 and 2 March.
If your role requires you to use the new ITSM system, we will be contacting you to arrange training.
We will share information for all staff about using the new IT self-service system and knowledgebase through these web pages and the university's Internal Communications channels.
There will be a phased implementation.
Phase 1: Self-service will launch for staff on the morning of Monday, 3 March. You will be able to access it via single sign-on from the Portal.
You will be able to log tickets, raise support requests, manage approvals and search for help using our knowledgebase FAQs.
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.
Students should contact the IT Service Desk by phone or email.
Self-service for students is in phase 2 of the project, and will be launched later in 2025.
We will update these web pages regularly and share the latest news and information with you.