Our feature roundup contains curated highlights from the Microsoft 365 roadmap to help you identify value-adding tools and features that can help to improve the way you work.
We’re pleased to announce the launch of our monthly Microsoft 365 roundup. Our feature round up is designed to help you stay up-to-date with the latest features and changes to the Microsoft 365 apps.
This month's update focuses on a range of new and updated Microsoft Teams features and the Bookings with me scheduling tool.
If you’re a new student starting with us this year or even a returning student wanting to find out more […]
IT Service have launched the Microsoft Learning Pathways portal which gives all University staff and students access to official and up-to-date Microsoft 365 training content.
Service Catalogue Category:
IT Service Support
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Keywords: CCS, 2nd line, 3rd line, on-site, Problem Management, Change Managment
IT Service Division: All Divisions
It is always our intention to resolve incident and requests on a first-time fix basis. Occasionally however, an IT problem or enquiry may require lengthier and more advanced troubleshooting to fulfil or resolve. This is turn may trigger different support mechanisms within IT Service.
Further Investigation: Where the Service Desk team is unable to resolve or answer your enquiry their and then, it may be escalated to the Client Computing Service Team and an IT Service Technician may contact you to arrange an on-site visit. This could then be further escalated to one of our specialist infrastructure engineers for support relating to advanced systems or the University network, depending on the nature of the issue.
Problem Management: Where particularly trying issues can’t be resolved straight away, and particularly if multiple instances of the same issue are reported by staff, this will trigger an IT Problem record being created. Problem records receive greater scrutiny from the IT Service Management group and more strategic approaches with greater resources can be applied to tackle them.
Change Management: If significant change is required to a system or service that we are responsible for, an IT Change Record will be created by the Division responsible. Change records are bought before the IT Change Advisory Board (CAB) which is held weekly so the implementation plan and risks behind a change can be discussed. The likely impact to University staff and students is noted and appropriate communications planned before a change request can be ratified.
Emergency Changes: If a severe problem is reported that requires immediate action, the emergency change process is triggered which acts as an accelerated version of the Change Management process, where high-level ratification of a change is obtained quickly for a quicker resolution. Emergency Changes are then discussed at the following weeks CAB.