IT Service Standards

IT Services provides a broad range of services, including fixing IT problems when they occur, fulfilling requests for access or equipment, or answering general queries about IT technology. To help us manage and prioritise this work we have adopted a common set of processes and procedures based on the industry best practice framework, ITIL.

Whether logging a support call with the IT Service Desk in person, on the phone or through our recently redesigned online service portal you can expect the same high levels of service.

If you would like to provide feedback on our service standards or anything else, please visit our feedback page.

Current service standards and performance

Fix standard

85% of incidents resolved within five working days of being logged

To help us achieve this target, users should:

Attempt any reasonable steps required to help diagnose or fix an issue. This may include self-service documentation.
Provide current and accurate information on the nature of faults and their symptoms.
Advise the IT Service Desk of the impact of problems and update us if the situation changes.

Fix standard performance
Month	Performance
Nov -2019	81%
Dec - 2019	80%
Jan - 2020	84%
Feb - 2020	81%
Mar - 2020	88%
Apr - 2020	80%
May - 2020	83%
Jun - 2020	77%
Jul - 2020	82%
Aug - 2020	80%
Sep - 2020	84%
Oct - 2020	81%
Nov - 2020	80%
Dec - 2020	78%

Customer satisfaction standard

85% of survey respondents rate their overall experience as 'Good' or 'Excellent'

When an incident is closed, we email all users a short survey asking how their experience has lived up to their expectations. We aim for most respondents to score us either “4 – Good” or “5 – Excellent”.

We also ask other questions to help us improve specific aspects of our service.

Customer satisfaction standard performance
Month	Performance
Aug - 2019	81%
Sep - 2019	80%
Oct - 2020	79%
Nov - 2019	86%
Dec - 2019	86%
Jan - 2020	91%
Feb - 2020	89%
Mar - 2020	90%
Apr - 2020	90%
May - 2020	91%
Jun - 2020	89%
Jul - 2020	Unavailable
Aug - 2020	Unavailable
Sep - 2020	Unavailable
Oct - 2020	87%
Nov - 2020	88%
Dec - 2020	88%

First time fix standard

70% of issues reported to IT Services are fixed by the first team to investigate the issue

Whenever you contact the IT Service Desk we aim to connect you to a team that can resolve your issue in the shortest time possible. When this is successful faults are resolved faster, and at a lower cost to the University.