About Canterbury Christ Church University
The University’s mission is to pursue excellence in higher education: transforming individuals, creating knowledge, enriching communities and building a sustainable future.
The IT Service Desk supports around 19,000 users including university staff and students. The service desk comprises three Analysts, two Senior Analysts and an IT Service Desk Manager.
The Challenge
When the University decided to merge the Computing Services and Corporate Information Systems departments, they knew they would face some challenges. They needed to pull everyone together as a team and standardise their ways of working. After investing in ITIL training the team wanted to make sure they could implement parts of ITIL that added value to the business in a controlled way.
“Following the Service Desk Certification programme made sure we were all speaking the same language.”
The Service Desk Certification Experience
“The highlight for us was watching the teams work together to develop the service and then to be able to evidence this with positive customer feedback.”
Canterbury Christchurch University made the decision to engage with SDI’s Service Desk Certification programme in order to get IT support teams working to unified processes and implement best practice throughout the department. Working with SDI throughout the process helped the team to overcome some of the challenges of embedding these changes and sell the benefits to staff who had not worked in a structured ITSM team before.
The Results
After achieving Service Desk Certification, customer satisfaction ratings rise to 98% of customers being “satisfied” or “very satisfied” overall. Team morale has grown and there is a new-found shared purpose in delivering excellent customer service.
The IT Service Desk plans to grow their operation and further develop their processes and procedures for continual service improvement.
“The SDI auditors and certification team are clearly experts in their field and have been a fantastic support throughout our journey.”
Questions about Certification?
Learn more about becoming Certified or contact one of our friendly advisers on
+44 (0)1689 889100 to find out what SDC can do for your organisation.
