Office of the future (Part 2 - ten years on)

When i posted to this blog back in July 2013 I commented on the changes I was starting to see in work spaces and some of the underpinning technologies which would accelerate and support the adoption of the use of flexible work spaces. Ten years on and many of the barriers have largely been eliminated and we have all road tested this new way of working forced upon us by the pandemic. 

Culturally, where they hadn't, business leaders and managers have now accepted this way of working as viable and organisations across the globe are redesigning spaces to suit a more nomadic workforce. 

Digital workplace technologies have become the norm and 4G and 5G connectivity and full fibre broadband is starting to become more widely available. Even in more rurual parts of Scotland (and the rest of the UK) the momentum continues to improve both mobile coverage, mobile broadband and fibre based broadband services.

The "Workspace on Demand" offerings we saw in some hotels have been further developed and a broad range of offerings can now be found in many cities.

Larger companies are not renewing leases on premises instead favouring hot desk environments which are bright, airy and meet with the social distancing requirements which have become the new norm.

A huge range of cloud based services now provide a rich online meeting experience - a far cry from the grainy and clunky services we all put up with in the past.  I'm also seeing a trend of moving away from studio based video conferencing services to multi-point desktop services with offerings providing cross platform interoperability now commonplace . Traditionally larger organisations have had dedicated video conference enabled meeting rooms complete with codecs however the availability of low cost solutions have equipped every meeting room with the capability of being part of a video conference albeit with some compromises.

Wireless networking has also significantly evolved since my last blog post in this area. The speeds and data throughput make it a viable candidate at home and even in the workplace for media rich flexible working.

In developing a strategy in this area ive been looking further at what the Office of the Future might look like and in looking around it looks like there is significant change in workplace design and indeed a move towards no fixed office space.

There is a growing trend towards more "touch down" spaces which are becoming more common in all business verticals.  Also there is a recognition that workplace design is crucial whether this be in a fixed, mobile or flexible approach - with high quality collaborative and serviced space (coffee!) providing a magnet to draw people into the office.

With regards to fixed office space there is also some major changes in the way some organisations are approaching this.  From my research I have found that office space is the second largest cost for most companies and its generally only used one third of the time.  Interestingly management consultants have predicted for a while the demise of office space however I think technology is only really caught up in the last few years or so making this approach more workable. Although there have been many successful home working programmes true mobility is only really become possible as faster and more broadband and WiFi have become more ubiquitous and more devices small and personalised.

With the rollout of 4G and 5G (and the retiral of 3G) and a move towards wireless network roaming the next 12 months will again provide more technological underpinning of mobile working placing very different demands on IT departments. The need for a changing model of service delivery has never been greater. Traditional service desk approaches need supplemented by other support models to cater for nomadic employees and changing expectations for rapid support.

Recruiting and retaining IT staff

As the economy continues to pick up post pandemic one of the big challenges for many is recruiting and retaining talented IT staff. This has traditionally been a more difficult task in public sector organisations where compensation and benefits are generally more restrictive than in other sectors.  

Prior to the pandemic the challenge was no different for some IT skill sets however as the true potential of digital has been witnessed in our organisations the challenge is an even greater one affecting almost all areas. 

Having looked at this recently in my own organisation part of the challenge now is making the type of work available attractive, not only in terms of the financial compensation, but the organisational culture and flexibility that it can offer potential recruits. The pandemic has proven that homeworking can be successful as productivity hasn't really been impacted and the digital workplace initiatives we all worked on actually delivered real benefits for our workforces.

Many looking to move roles aren't always attracted to greater compensation but aspects such as flexible working, organisational approach to sustainability and culture. Many potential recruits are willing to forego a larger salary for the ability to work in way which suits their lifestyle. Whether this to spend more time with family or simply to spend more time on the golf course by working in a different way. For new entrants into the workplace even the digital tools employees will use to communicate, collaborate and share information may be a criterion used when selecting you as an employer.

I'm aware of several examples of where current employees who have now had a taste of true remote and home working during the pandemic are seeking to change jobs if their current employer wants to revert to the old ways of working (before last March!!).

IT System Outages - an inevitability ?

Looking back over the past few years there have been some very high profile outages affecting Ebay, Amazon, Google, Microsoft, to name but a few. Such outages are inevitable, simply because IT is dependent on so many factors - many outwith the control of the provider. The challenge however is getting people to accept this! In the past there was a tolerance to such events - the mere mention of a system being unavailable now makes twitter within minutes.

At the University we work hard to provide services with high availability, however from time to time we will suffer from outages.  This can be as a result of many things including human error, equipment failure, malicious acts or a power outage. What worries me most is that people have become so dependent on IT within their business processes they can no longer function without it. This is not a good position to be in especially if you consider it from a business continuity perspective. Even with resilient infrastructure, backup power and a variety of other measures in place to make systems resilient, failure is inevitable.

Even in high availability and mission critical applications there are so many factors that can impact an information system that even with high levels of resilience built in we have to accept at some point a system may not be available.

Part of the challenge as we all embark on digital transformation programmes is how we educate our business colleagues in business continuity as we cant always depend on the information system being available. A mixture of sourcing strategies can help this by adopting cloud and hybrid solutions, implementing resilient internet connectivity and having robust change controls. IT leaders have been traditionally measured on uptime, availability and integrity of systems and to this end try very very hard to achieve as near to 100% as possible. Whether a further measure of how quick we can respond to outages would be useful remains to be seen.

With such a significant migration to cloud based services a whole new area is emerging, perhaps a re-badging of previous similar solutions, which look at service continuity where a cloud service becomes unavailable. Today I have been reviewing the market for email continuity services. Where in the past we might have looked at solutions which involved DR services or the bringing to site a portacabin full of equipment we now look to the Cloud to secure another Cloud service.

Moving to "The Cloud" - my perspective

This week I attended Computing's Data Centre & Infrastructure Summit 2015. Overall an excellent event and really good content and speakers. A must attend event for anyone involved in DC or Infrastructure provision.

As a panel member we discussed some of the challenges and lessons learned for organisations considering a move to using cloud services to deliver all or part of their IT requirements.

As the maturity of all forms of cloud offerings continues to improve some of the earlier challenges, perceived or otherwise, have been removed. Barriers to adoption included data sovereignty, security and availability all of which have now been addressed in some way as cloud offerings have evolved.

Psychologically however we still face organisational challenges when introducing services where the data does not reside on premise. There is still a perception amongst some that the cloud is insecure. At the event I commented on this and clarified that I would still not be comfortable placing all of the organisational data in the cloud as we are not yet in a position to provide cast iron guarantees that its secure - however, we cant do that regardless of where it resides! Many cloud based providers have in place far better security and controls than many organisational based solutions.

I also discussed how colocation might increase your opex costs by 15-20% when compared with on premise based approach. The reason for this is obvious and the use of colocation, in my opinion,should not be driven by cost savings (maybe Capex savings if you need to build a new data centre for example) but co-location can improve the service - as colo providers do this for a living, have 24x7 support, multiple internet connections, backup power and purpose built secure facilities - worth the extra money if that's what your business needs. Therefore, I would argue that its a commercial decision and not one for IT who of course will advise.  Ultimately like moving to a cloud service a risk based approach is needed.

As recent research has shown a hybrid approach is a more common place for organisations to be at this time. A mixture of on and off premise services. A good toe in the water approach for anyone considering cloud for their organisation.

Where a public cloud service is available to meet a business requirement it will almost inevitably be cheaper than a private cloud or colocation solution. This is simply based on economies of scale. Any decision to do this must include a robust contract and significant up front and ongoing due diligence.

To summarise, horses for courses when it comes to making the decision between public, private, hybrid, colocation or on premise.

The only University in the world... 4 star SDI accreditation

Regular readers of my blog will have followed us on our journey with the Service Desk Institute (SDI) certification process since May 2012.    I am thrilled to report that following our third and final audit, we have achieved the top prize of FOUR STARS!  I am very proud of my team who have embraced continuous service improvement - for the benefit of the University community who use our IT services.  Over the year, we have been approached by universities and organisations from all over the world who are keen to find out more about how we have delivered change and service improvement. 

Press Release: 

Seeing stars

University IT rated best in world with new award

The University of St Andrews is seeing stars after being awarded a top honour for its IT provision.

St Andrews is the first University in the world to be accredited with a 4-star Service Desk Certification by the sector’s professional body. The award from the Service Desk Institute (SDI) paves the way for the University to lead the way in setting ‘exceptionally high’ standards in IT for fellow universities across the world.

SDI is the leading professional body for the IT service and support industry. The four-star rating was awarded following a rigorous two-and-a-half year auditing programme.  The period saw the University improve its audit score on each of the nine measured concepts, during each of the annual audits (December 2012, 2013 and 2014). 

The IT Services department was rigorously assessed in the following areas: leadership, policy and strategy, people management, processes and procedures, partnerships and resources, customer satisfaction, people satisfaction, performance results, and social responsibility.

Pauline Brown, the University’s IT Business Relationship Manager said, “We embarked on our journey with SDI in May 2012, with the aim of improving the service we provide the University community and improving our internal operations.  The changes and enhancements we’ve put in place have been considerable and we’re absolutely delighted to achieve 4 stars. We know it’s been worthwhile because the overall feedback we receive from staff and students who use our service is excellent. 

“Our 4 star award means we are now classified as a business-led function, which is aligned with where we want to be strategically within the University.  IT underpins all aspects of University life and we want to be an IT service that is proactive, forward-thinking, enables innovation and provides the very best customer service. 

“Having the SDI evaluating our operations against an internationally accepted global standard for best practice and a benchmark for service improvement has been hugely beneficial.”

The award completes a successful period for the University’s IT Services Team, which won the ‘Best Small Service Desk’ award at last summer’s SDI annual conference and award ceremony.  SDI sets the internationally recognised best practice standards for service desks and service desk professionals around the world.

 

SDI’s Master Auditor, Howard Kendall, said, “It is brilliant to see St Andrews achieve the first ever 4-star university certification. This success is well-deserved and has been driven by the focused management and service desk teams and through an ongoing programme of service improvements.

“There is an excellent culture of collaboration amongst the IT teams as well as a high level of customer engagement, which has been achieved by working closely with the University community of staff and students alike.  We look forward to seeing the improvements continue and for this desk to lead the way in setting an exceptionally high standard for universities across the world.”

ENDS

Issued by the Press Office, University of St Andrews

Contact Gayle Cook, Senior Communications Manager on 01334 467227 or email gec3@st-andrews.ac.uk

Ref: Seeing stars 220115

Interview with Whitehall Media - about Enterprise Mobility and Mobile Device Management

I spoke last year at a Whitehall Media event on Enterprise Mobility and Mobile Device Management.

Many organisations continue to struggle with BYOD and the many variants which now exist - BYON, CYOD, etc.


https://www.youtube.com/watch?v=Z099lbzwLD0

Related to this, my Business Relationship Manager, Pauline Brown, wrote an article about BYOD at the University of St Andrews for Brightsolid: 

https://www.brightsolid.com/guest-blog-byod-weve-been-doing-it-for-years/

Going for GOLD again (CEEDA)

I previously reported that we were participants in the Certified Energy Efficient Data Centre Awards Scheme (CEEDA).

I'm delighted to report that we were awarded the GOLD standard again for our Data Centre - following our recent audit. 

Data Centre Dynamics made a short film about us, which you can view here:

http://vimeo.com/111534152


University of St Andrews Press Release:

Gold Standard

University of St Andrews recognised for advanced energy efficiency

The University of St Andrews has retained the GOLD award for its Butts Wynd Data Centre by the The British Computing Society (BCS) for CEEDA (Certified Energy Efficient Data Centre Award).

Two years ago, the University became the first public sector organisation to achieve accreditation, and an organisation has to undergo an audit every two years, so in September 2014 a BCS CEEDA Auditor visited the University.

The BCS has now confirmed that, as result of this recent re-accreditation audit, the University has retained the CEEDA GOLD award for energy efficiency across all areas of its Data Centre - and remains the only public sector organisation in the world to hold the Gold standard.

During this latest assessment, for the first time the University was measured against new CEEDA GOLD+ criteria - used to enable feedback and reporting of some of the most advanced energy efficiency criteria available. The assessment looks at the way an organisation approaches energy-efficiency best practice across all areas of the data centre including; IT equipment, procurement and operational processes, cooling and power systems equipment, building control systems and the monitoring and management of energy usage.

The BCS has confirmed that the University has met the new CEEDA GOLD+ criteria.

The University of St Andrews data centre opened in 2011, built at a cost of £2.4 million on the site of the University’s former squash courts, and runs entirely on energy from renewable sources.

The University turned to the CEEDA framework as a way of defining a common approach and standard that would help different parts of the organisation work together, while ensuring stringent processes and continual improvement.

Modifications based on the recommendations from the original CEEDA audit have been implemented, resulting in additional energy savings significantly greater than originally forecast.

Steve Watt, Chief Information Officer explains more about the benefits of undergoing the assessment;

“When we decided to have our facility assessed under the BCS’s Certified Energy Efficient Data Centre Award (CEEDA) framework, back in 2012, the top priorities were the university’s efficiency and sustainability goals – and we were delighted to achieve the Gold award, however we’ve reaped many other benefits since. 

“Not only did the scheme help to meet those goals, aiding in a significant reduction of energy expenditure and carbon emissions, it has also encouraged migration to the facility from across the campus, The kudos of the accreditation has made the job of selling the data centre as the facility of choice much easier, especially as the management of the facility can be seen to follow best practice and there is a clear focus on energy usage reduction, which is a key strategic aim.  The data centre project also continues to generate significant internal and external interest – and the project team have won a number of awards for the innovative methods and practices we adopt.  This has opened new opportunities for learning and sharing best practice with organisations from all over the world.”

You can find out more about CEEDA here:
http://ceeda.bcs.org/

Mobile Working and the Microsoft Surface Pro

BYOD continues to be a challenge for organisations for all the obvious reasons of security, integration and interoperability.

With the emergence of devices such  as the Microsoft Surface Pro, for many SME's and larger organisations such devices provide a real alternative to providing a laptop, especially for executives.

I've  recently started to use a Microsoft Surface Pro 3 and have very quickly adapted to it and to Windows 8.1. With the availability of all of the applications I require and a docking station this is very likely to replace both my current laptop and iPad.

Whether the Surface Pro starts to become prevalent as a BYOD candidate remains to be seen but in the corporate world where CYOD is an option this device will likely quickly gain ground as the executive device of choice. Its slightly heavy however its small enough to easily fit in a briefcase without the bulk of a laptop. The ability to run line of business software applications and to manage the device using the standard toolsets are the two primary benefits in my opinion.

Best Service Desk Award 2014

As I've reported many times, we're a member of the Service Desk Institute and are currently the only University in the UK to hold 3 star accreditation.  Last week our Service Desk team attended the SDI annual conference, which features their annual award ceremony - IT Service Excellence Awards.  Earlier in the year, the team put forward an award submission for the title of Best Service Desk (small team) at the event.  Taking part in the award process was no easy task - writing a 5000 word report, producing an extensive evidence folder, a judges visit, presentations - and making a fun film featuring the Service Desk.  At Tuesday nights award ceremony, the University of St Andrews was announced as the winner of this prestigious award. 

 

The award ceremony was attended by around 500 IT professionals - including companies such as 02, Liverpool Direct, Virgin Media, TopDesk, Telindus and several other Universities. This category was judged by IT professionals from other industries.

I just want to congratulate everyone in IT Services on this success - particularly of course the IT Service Desk team.  

This award is well deserved by IT Services.   In recent years, significant effort and hard work has improved our customer-facing support and services, which resulted in us earlier this year being ranked #1 in the iGrad survey for IT Support.   This of course is underpinned by highly available and robust systems and services to which everyone in IT Services contributes.

Awards such as this provide great external validation that we are delivering our services in a very professional way and are amongst the best in our industry vertical and beyond.


http://www.servicedeskinstitute.com/events/it-service-excellence-awards/winners-2014/

a very happy team!

Award-winning Data Centre

Last year I reported that we achieved Participant status from the EU Code of Conduct for our data centre.  An achievement in itself - as participant status was not easy to achieve.

I was therefore shocked and delighted to be told last month that we had won the 2014 annual award for the category.   Unfortunately I was not able to attend the lavish award ceremony in Monaco, as part of the Datacentres Europe conference!

http://www.datacentreseurope.com/#&slider1=2 

It’s almost two years since we were awarded GOLD CEEDA (Certified Energy Efficient Datacentre Award from the BCS).   Having this accreditation has brought many benefits -  in terms of our own internal management of the DC - and externally in terms of raising our profile and reputation in this field as experts and promoters of Green IT. 

To continue with accreditation, Data Centres are re-assessed every two years.  Work on gathering evidence has begun and the audit will take place later this summer.  The Data Centre Ops Group continue to meet regularly to report on and recommend actions to demonstrate continuous improvement in order to maintain future CEEDA accreditation status and to continue to operate the facility as efficiently as possible.

 

Microsoft Scottish Apprentice of the Year - Sam Foster

Sam Foster, who is an IT Apprentice in my IT Service Desk team, won Microsoft Scottish Apprentice of the Year - at an event recently at the Scottish Parliament.  Sam beat off 450 other nominated apprentices to win the prestigious title.

Sam Foster - Microsoft Scottish Apprentice of the Year

Our first three IT Apprentices joined IT Services in September 2012 (including Sam) - and it’s been a huge success.  Since then, we recruited another four IT Apprentices in 2013 and I’m delighted that we’ve received approval to recruit a further four later this year. 

It’s really important we give these young people the best opportunity and training we can - and I’m delighted that everyone in IT Services has embraced this  - as these young people really benefit from being supported and mentored by a wide range of very talented and experienced staff.

QA (who provided Sam's training in year one) made this great film about him last month.   

https://www.youtube.com/watch?v=VtzzsLWNkvE&feature=youtu.be

Sam also did a blog:  "How I became Microsoft Scottish Apprentice of the Year", to encourage others to consider an apprenticeship as a great start to a career. 
http://blogs.apprenticeships.qa.com/how-i-became-microsoft-scottish-apprentice-of-the-year/

Press Release: 3 star award for University IT department

Press Release: Monday 10 March 2014

3-star award for University IT department

The University of St Andrews has become the first university in the UK, and the second in the world, to be accredited with 3-star Service Desk Certification from The Service Desk Institute (SDI).

The 3-star rating was awarded following an eighteen month auditing programme by the SDI, Europe’s only support network for IT service desk professionals and leading authority on IT support issues, which noted a significant improvement in the scores each time.
During each audit, nine concept areas were measured covering all aspects of IT Services including leadership skills, policy and strategy, people management, partnerships and resources, people satisfaction, performance results and social responsibility.

The University of St Andrews IT Service Desk team logs between 4000 and 8000 incidents a month, offering support to the University’s 2000 staff and 8000 students, through a single point of contact.
On being awarded 3-star accreditation, Lorraine Brown, the University of St Andrews IT Service Desk Manager, said:

“IT is a fundamental part of every member of staff and every student’s day to day life at the University and we want everyone who uses our service to have a positive experience from the moment they arrive in St Andrews. We believe that our 3-star certification proves our commitment to offering a great service and we aim to use the programme to further aid the continuous development of our IT services.”

The Service Desk Institute’s audit evaluates service desk operations against an internationally accepted global standard for best practice, providing companies with a benchmark to form a baseline for service improvements.

Howard Kendall, SDI’s Master Auditor, who presented the 3-star award to the IT Services team, commented:
"After achieving 2* SDI certification in 2013, it is highly rewarding to see that the excellent strategy and leadership in place and SAITS is playing a major part progressing the service to a 3* customer-led level of maturity. Quality leadership, combined with a new location for the service desk, the appointment of a business relationship manager, the implementation on a carefully planned customer experience feedback programme and the on-going enthusiasm and high morale of staff is clearly bearing fruit. I’m delighted to see St Andrews embracing continuous service improvement and shall continue to follow them on their journey"
ENDS

---

Issued by the Press Office, University of St Andrews
Contact Victoria Herd on 01334 462530

Enterprise Mobility and Mobile Device Management Event

I'm speaking later this month at the Enterprise Mobility and Mobile Device Management Event organised by Whitehall Media http://www.whitehallmedia.co.uk/em-mdm/

My talk is entitled "User Experience: The Key to Successful Mobilisation".

I'm going to look at how Universities have delivered BYOD solutions for over a decade with mixed success. From experience, ease of integration with the wireless infrastructure, an identity management solution (to identify and register users) and establishing the correct security posture is key. Ultimately security should be the overriding factor - as any solution must not compromise an organisations security.

The user experience for academic and other university staff now can be a positive one with the ability to use a device of their choice and with true wireless "roaming" throughout the UK education sector and beyond using eduroam.

I will argue that BYOD is about developing an ecosystem which begins at the data centre and expands out from there. Protecting the organisational infrastructure is also critical however getting the balance here is crucial as stifling creativity and innovation is all to easy. Also by putting barriers in place to prevent specific actions or behaviours is a waste of time as people are creative enough to get around such barriers. For example, if you restrict access to certain categories of website many with either bring their own network (BYON!) or utilise free tools to tunnel traffic over http.

The other big change in moving and supporting a BYOD approach is to the support model. The traditional service desk approach is often no longer suitable in environments with high BYOD such as a University. You need to also cater for hardware repairs such as screen replacements, data restorations etc. The demand for accessible power is also a challenge. 

Making it clear what is and is not acceptable is also crucial and this should be embedded in easy to read guidance for all employees.

Lecture to first year students

Last week I was given the opportunity to talk to a group of approximately 50 first year students (on a multi-disciplinary module) in the School of Computer Science at the University. The focus of the talk was on Green ICT.

I loved it! It was the first opportunity ive had for a while to share some of my knowledge and more importantly experience with a group of students as most of my talks now are to peers or other IT professionals. This is also a great forum for students to provide feedback direct to me about their perceptions of IT at the University - and often you can get a lot of really innovative suggestions for improvements or new services.

I was able to give the students some insights into what IT looks like in St Andrews, talk about our primary Data Centre - and why it's so important (and explain why it really is Green). It was also important to link this to some of the business drivers for our IT decisions and how these underpin some important aspects of the University's strategy.

In IT Services, we want to provide the best possible environment for our students and staff to learn, teach and carry out research - using technology as an enabler and not an inhibitor.

I'm grateful to Lisa Dow in Computer Science for providing this opportunity and hope further such opportunities arise in the future.

IT Security - The Great Challenge...

One of the increasingly high profile areas in the IT arena is security. I know for many years IT security has been a hot topic - but think about the last 6 months and the amount of security breaches we have seen widely reported in the media. The latest one I've just read is home router security which will likely affect many of us:  http://www.bbc.co.uk/news/technology-26287517

There are a number of very simple steps we can take to improve our security such as setting up secure wireless networks and regularly patching our operating system and applications software. Also having anti virus software installed and using more complex passwords will go a long way in preventing the more simple attacks.


The privacy settings within social media applications such as Facebook and LinkedIn are also worth spending a bit of time getting to understand. The more personal data we share on such sites there is a greater risk of identity theft.

Physical security is also another area which is often overlooked. Often the theft of the device, whether a laptop or mobile phone, is a minor issue compared to that of the loss of the data which may have been stored upon it. Its imperative that any sensitive data, such as personal details or intellectual property, is adequately secured using encryption and of course by taking regular back ups! 

We have heard all of this before but do we really pay any attention! 

There is some really good online material including the recently launched  (by the Home Office) Cyberstreetwise website which can be found at https://www.cyberstreetwise.com/  I would highly recommend this website

.

European Code of Conduct on Data Centres

Last year we were granted Corporate Participant status with the European Code of Conduct (EUCOC) on Data Centres - which demonstrates our commitment to implementing best practice in this area.  Being a participant means we have agreed to abide to a set of agreed commitments for our Butts Wynd Data Centre. I'm very supportive of the EUCOC and actively promote its adoption wherever I get the opportunity.

Reducing energy consumption and our carbon emissions should be an aim for anyone who can influence this. With data centres being such a significant user of energy, data centre operators and developers could assist greatly by promoting and adopting the EUCOC.

Full details and a copy of the current Code can be found at http://iet.jrc.ec.europa.eu/energyefficiency/ict-codes-conduct/data-centres-energy-efficiency

A list of the current participants is available at:
http://iet.jrc.ec.europa.eu/energyefficiency/organisation-list-short/ict_coc_dc_partner

We now have 3 star SDI accreditation... the only University in the UK to achieve this!

I'm delighted that we've now achieved 3 star SDI status.

In early 2012 we were looking for a tool or framework to help us improve our service.  In Spring 2012 we signed a contract with the Service Desk Institute - making a commitment to three years of audits.   In eighteen months, we've seen a significant improvement in our audit scores - and most importantly, it's provided us with the framework to help us improve our service to our customers.   We've changed the way we do things... we focus on the customer.  Nine concept areas are measured by the auditors:

1. Leadership
2. Policy & Strategy
3. People & Management
4. Partnership & Resources
5. Processes & Procedures
6. People Satisfaction
7. Customer Satisfaction
8. Performance Results
9. Social Responsibility

 

Our Scores

May 2012:  1.67

Dec 2012:  2.84 (2 star accreditation achieved)

Dec 2013:  3.28 (3 star accreditation achieved)

SDI provides the only industry, standards based, accreditation based programme.  We’re the only University in the UK to achieve 3 stars.  It's been quite a journey - and I'm extremely proud of my team for their commitment and dedication to continual service improvement. 

 

The SDI certification programme will continue to enable us to measure and improve our IT Service Desk’s effectiveness and maturity against globally recognised standards.  We will be audited again in December 2014. 

 

Yesterday, Howard Kendall, SDI's Master Auditor, presented the St Andrews team with their 3 star award.

 

He, said: "After achieving 2* SDI certification in 2013, it is highly rewarding to see that the excellent strategy and leadership in place at St Andrews is playing a major part progressing the service to a 3* customer-led level of maturity. Quality leadership combined with a new location for the service desk, the appointment of a business relationship manager, the implementation on a carefully planned customer experience feedback programme and the on-going enthusiasm and high morale of staff is clearly bearing fruit. I’m delighted to see St Andrews embracing continuous service improvement and shall continue to follow them on their journey."

 

The SDI audit project is lead by Lorraine Brown, IT Service Desk Manager.   

 

 

L to R:  Kevin Donachie, Associate CIO; Lorraine Brown, IT Service Desk Manager; Howard Kendall, SDI;  and me