- IT Help Desk
- IT service status
- IT account
- IT equipment and software
- Files and storage
- The University network
- E-learning and Exeter Learning Environment
- AV, video conferencing and learning spaces
- Systems, processes and training
- Telephone services
- IT training
- Open access IT facilities
- IT regulations and policy
- Viruses and Malware
- See how we are performing against SLA
The Quality team is responsible for driving the rollout of ITIL across Academic Services and working with colleagues in other areas of the University to communicate best practice.
ITIL is the Information Technology Infrastructure Library. It was developed in the 1980s as a guide for UK government and published by the Central Computer & Telecommunications Agency (CCTA), now the Office of Government Commerce (OGC). It was accepted in the early 1990s as the world standard framework for service management. ITIL concentrates on service quality and a customer-oriented approach — you may like to think of it as e-quality!
There are five core publications for ITIL Version 3:
- Service Strategy
- Service Design
- Service Transition
- Service Operation
- Continual Service Improvement
An Introductory Overview of ITIL V3 is a good place to start if you want to find out more. There is also a white paper: Everything you wanted to know about ITIL in less than one thousand words!
The University will be focusing on the key areas of ITIL V2 because many of our procedures and systems are more closely aligned to this version. ITIL V3 will be phased in where relevant changes in the areas of practice will benefit the University.
ITIL-related information on the Web
Hornbill — Provider of the Supportworks software used by our IT Help Desk