The University of Huddersfield (UoH), which has 26,500 student and staff IT users has chosen IT educator and consultant Sysop to support its three year programme, designed to achieve a “a responsive IT environment that is aligned with the business, that matches best in class commercial standards and that is based on an internationally recognised framework,” says UoH head of IT Alan Radley.
The programme will educate all IT staff in the practical significance and processes of IT service management (ITSM) and its role in supporting UoH’s business processes. Key performance indicators (KPIs) for IT at UoH include achieving measurable customer satisfaction; reducing administrative workloads for academic staff by 20%; and resolving at least 70% of IT support calls at first point of contact.
During the first, three-month phase of the programme, in addition to providing business consultancy Sysop will run an incident management workshop to develop understanding and self-sufficiency in this core IT discipline; a series of Information Technology Infrastructure Library (ITIL) overviews, for all IT staff (70) to develop an understanding of the globally recognised standard that underpins IT service management; and three ITIL foundation courses for a total of 36 people. Phase two will include education and training for other IT service disciplines, including problem management and capacity planning.
UoH researched the marketplace before choosing Sysop. “We picked Sysop as a partner because their starting point was not training but strategy and the alignment of IT with the business” Alan Radley explains.
“At the end of the three year roll-out we want to be in a position where all our staff have bought into the concept of service management, understand why they do it and are confident in their delivery of it.”
The University of Huddersfield is winner, 2014 Times Higher Education Best University Workplace, and winner, Best University 2013.
Sysop (www.sysop.co.uk) is a new breed of IT educator. The company champions the alignment of IT with business, promotes the pivotal role of the IT professional and believes that the primary purpose of training and education is to change behaviour in the workplace. Sysop’s mission is to provide a more creative and stimulating, world class educational environment that addresses vital areas of IT service management. The company’s training and education is designed to make ITIL more accessible, digestible and relevant for its clients, while its practical workshops can be tailored to the specific needs of the client organisation.
Founded in 1985 and headquartered in Heywood, near Manchester, Sysop operates internationally with associates in Sweden, Denmark, Belgium, Italy, Egypt, France, Ireland, and Saudi-Arabia, Singapore, Australia and Malaysia.