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Service Management Case Study
The University of Oxford, the world’s second-oldest surviving university and the oldest English-speaking institution, is renowned for its unparalleled academic standards. Regularly competing with Cambridge for the top spot in global rankings, Oxford consistently places among the world’s top ten universities. Teaching at Oxford is primarily organised through weekly tutorials at its self-governing colleges and halls, complemented by lectures, classes, and laboratory work managed by the University’s faculties and departments.
Prestigious University Embarks on IT Transformation to Elevate Service Excellence
As a leader in academia, the University of Oxford’s IT Executive Management Team (EMT) recognised the need for a transformative IT programme to maintain its cutting-edge status. With the goal of delivering enhanced service levels to over 40,000 IT users, the University identified an opportunity to shape a future vision grounded in operational efficiency and service excellence.
Transforming IT at Oxford: A Strategic Approach
The University is structured with 36 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.
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.
Discover how the University of Oxford achieved these impressive results by downloading the full case study today.
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- Innovation – Leading-edge technology and future-equipped service capabilities.
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