Service Desk transformation at the University of Oxford

The University of Oxford, the oldest university in the English-speaking world, has consistently been at the forefront of academic excellence. To maintain its leading position, the IT Executive Management Team (EMT) initiated an IT Transformation Programme aimed at enhancing service levels for over 40,000 IT users.

Discover how the University of Oxford achieved these impressive results by downloading the full case study today or continuing reading below.

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Transforming IT at Oxford: A Strategic Approach

The University is structured with 38 independent colleges and over 100 departments, encompassing research, staff, and library support services. Three key IT departments provided services, in addition to local IT officers in each college, all of whom had the autonomy to make independent decisions regarding infrastructure and support.

With over two decades of service at the University, Deputy CIO Dr Stuart Lee, alongside the serving CIO, recognised the growing imperative to implement significant changes in IT service provision. A crucial element of this transformation was the consolidation of three independent Help Desks into a single, streamlined service desk.

Our Approach: A Phased Transformation

Phase One: Defining the Vision

Pink Elephant began by facilitating a vision workshop with the EMT, focusing on the service desk operations. This workshop was crucial in defining both long-term objectives and short-term priorities for a consolidated service desk. By involving key stakeholders, we ensured that the new vision for the service desk was both compelling and clear, laying the groundwork for organisational change and cultural alignment.

We then conducted a thorough review of the university’s three existing help desks, identifying best practices and opportunities for consolidation. Unlike many projects, cost reduction was not the primary driver; the focus was on improving efficiency and providing a single point of contact for all IT users. Through structured workshops, we assessed key ITSM processes, including Incident, Request Fulfillment, and Access Management, aligning them with the future state vision.

Our efforts culminated in capturing over 500 requirements, which were formalised into a Request for Proposal (RFP) document, critical for the university’s procurement process.

Phase Two: Tool Selection and Process Design

In Phase Two, Pink Elephant played a pivotal role in the tool selection process, helping to design and document ITSM processes for Incident, Service Request, Problem, and Change Management. We employed our PinkSELECT product, leveraging years of industry experience to guide the selection of an ITSM toolset that would best support the university’s integration project.

Following the RFP process initiated in Phase One, eight vendors were shortlisted to four, and ultimately two, through rigorous evaluations. Pink Elephant provided Subject Matter Expertise (SME) support, including the development of use case scenarios tailored to the university’s specific needs. These scenarios not only facilitated tool evaluation but also garnered broad engagement and buy-in across the university’s IT departments.

Our Solution: Ensuring a Smooth Transition

The workshops and use case scenarios developed by Pink Elephant were instrumental in ensuring a seamless transition to a unified IT service desk. By managing vendor engagement and streamlining the evaluation process, we enabled the university to focus on other critical project areas. The final selection of the ITSM toolset, underpinned by high-level process frameworks, paved the way for the successful implementation of the new integrated IT service desk.

Benefits Realised by the University

• A Clear and Concise Roadmap: Strategic planning to guide the transformation process effectively.
• Enhanced Procurement Process: Improved procedures for acquiring IT resources, ensuring better value and alignment with goals.
• Management Buy-In Through Business Simulations: Engaging simulations that demonstrated the value of transformation, securing vital support from leadership.
• Service Desk Consolidation: Integration of multiple help desks into a unified service desk, enhancing user support and operational efficiency.
• ITSM Toolset Selection Support: Expert guidance in choosing the right IT Service Management (ITSM) tools to meet the University’s needs.
• Subject Matter Expert (SME) Support: Access to specialised expertise to drive the success of the transformation programme.
• IT Services Improvement: Overall enhancement of IT services, leading to better user satisfaction and operational performance.

Ready to Transform Your IT Services?

Discover how Pink Elephant can help your organisation achieve operational efficiency and improve IT service delivery. Contact us today to learn more about our ITSM solutions and how we can support your transformation journey.

Why Choose Pink Elephant?

Pink Elephant is a global leader in IT service management, offering expert guidance in ITSM tool selection, process design, and business simulations to ensure successful IT transformations.

• ITSM Thought Leadership – Globally recognised ITSM Thought Leader for over 40 years.
• Performance Driven – KPI-driven with a significant focus on first time fix and response.
• Innovation – Leading-edge technology and future-equipped service capabilities.