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UniDesk: TOPdesk as a Shared Service for Higher and Further Education

UniDesk: TOPdesk as a Shared Service for Higher and Further Education

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Published by TOPdesk
The University of Edinburgh started using TOPdesk in November 2010 and, together with partners University of Abertay Dundee and University of St Andrews, developed UniDesk: a TOPdesk-based service, extensively tailored to the needs of Higher and Further Education institutions.
The University of Edinburgh started using TOPdesk in November 2010 and, together with partners University of Abertay Dundee and University of St Andrews, developed UniDesk: a TOPdesk-based service, extensively tailored to the needs of Higher and Further Education institutions.

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Published by: TOPdesk on Dec 14, 2011
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12/14/2011

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Text:
Nicola van de Velde
6
University of Edinburgh’s campus
 
Photography:
University of Edinburgh
 
7
T
he three universities of Edinburgh,Abertay Dundee and St Andrewsshare a great deal of Scottishheritage, and are among the mostprestigious in the entire UK. The Universityof Abertay Dundee is the newest and mostmodern of the three, and its buildings areconsidered some of the most innovativeand well-designed in Scotland. TheUniversity of St Andrews, on the otherhand, is the oldest in the country; In fact,they are currently celebrating their 600thbirthday. With three colleges comprising27 schools, the University of Edinburghis one of the largest, offering its studentsa wide range of degree programmes in
the elds of Humanities, Social Sciences,
Science & Engineering and Medicine &Veterinary Medicine.
50,000 tff mmb,tudt d to
At the heart of the University of Edinburgh’s technical support liesthe Information Services department,responsible for the library, computing ande-learning services. With a total of 50,000staff members, students and visitors tosupport, it’s no wonder that Mark Wetton,
Head of Application Division’s Service
Management, and his team have theirhands full. “Our users can contact theInformation Services (IS) helpline for awide range of IT-related services, rangingfrom requests for user accounts, generaldesktop queries, printer or networkproblems, to e-learning and web services.“To be able to manage all these requests,the university previously used their ownCMS system which they developed ten years ago. “It was a simple web-basedsystem that only really offered IncidentManagement,” explains Mark. Althoughthey could log basic calls, the bespokework involved would have been too costlyfor major engineering and the systemlacked extensive features such as a CMDBand knowledge base. An external companyalso came to assess their processes againstITIL standards, and they were not up to parat that time. “Because we were alreadyworking according to ITIL procedures
and found it important to share a unied
vocabulary, we started looking for a new
solution that tted the bill.”Having run their current CMS system as
a shared service with the University of StAndrews , they decided it was only naturalto head in that same direction, with theUniversity of Abertay Dundee as the thirdparty. Mark explains: “Together with theother universities, we compiled a list of requirements for the new system. It notonly had to offer the same support as thecurrent system and be ITIL-compliant;we also needed a supplier partner thatwas able to work with Shibboleth, anOpen Source centralized authenticationmechanism, to ensure a shared servicefor all our partners. In addition, it had tocomply with all the rigorous rules andregulations of the public sector.”
UD:  d  y wy
Aided by TOPdesk consultants, theUniversity of Edinburgh managed to tailorTOPdesk’s Incident Management andProblem Management processes to meetthe university’s requirements. Becausethe implementation is a shared service
specically designed for universities, the
three partner universities decided to callit UniDesk. The application is hosted andsupported by the University of Edinburgh.The Incident Management process is
>>
UniDesk: TOPDesk as ashareD service in higheranD FUrTher eDUcaTiOn
The University of Edinburgh started using TOPdesk in November 2010 and, togetherwith partners University of Abertay Dundee and University of St Andrews, developedUniDesk: a TOPdesk-based service, extensively tailored to the needs of Higher andFurther Education institutions.

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