During the course of 2012 we have been going through an accreditation audit in order to achieve Service Desk accreditation through the Service Desk Institute (SDI). Service Desk certification is recognised world-wide as delivering the best in services related to the IT provision within an organisation. SDI first visited us in April 2012 and again in December 2012 to complete their audit process.
The accreditation wasn’t just about the Service Desk team – far from it - it involved every area of the IT Service, looking at our processes, development of staff, our communication methods, etc.. Nine areas were measured in the audit: Leadership, Policy & Strategy, People & Management, Partnerships & Resources, Processes, People Satisfaction, Customer Satisfaction, Performance Results and Social Responsibility.
We have recently found out that we have achieved accreditation status. We are the first University in the UK (and Europe) to achieve this accreditation – and the second University in the world… Other well-known organisations with accreditation include:
O2, Sodexo, Co-Op banking group, Logica – as well as Kent County Council, NHS Tyne and Wear and North Yorkshire County Council.
I'm absolutely delighted for my team. The audit and providing the supporting evidence processes was fairly gruelling - and their determination and commitment to achieving accreditation was evident throughout the process.
The SDI will be back in December 2013 to audit us again... and they'll expect us to be even better!