The ITSM Capability Project seeks to deliver improved IT support and service management

What is the ITSM Capability Project?

The University is investing significantly to drive improvements to our IT infrastructure over the next ten years. A key part of this is delivering IT that is sustainable, able to provide improved support to our students and colleagues and that it is delivered efficiently and at pace.

The ITSM Capability Project seeks to deliver these improvements and represents a significant change in operating IT processes at the University.

The main aims of the project are:

• Streamline IT operations and allow better management of our IT estate
• Improve the staff and student experience through quicker resolution of IT requests.
• Improve business continuity and enable quicker resolution to unforeseen interruptions to service.

The project will introduce two new systems – Assyst ITSM, and Assyst ITOM. ITSM will introduce better prioritisation of incidents and requests, and better management of these by the right team once received. ITOM will operate behind the scenes and will provide the ability to monitor University devices, control and forecast IT spend, and better plan for the renewal of devices well in advance.

Rollout of the new systems and process will take place in time for the start of the new academic year 2019/2020.


Together, these systems will deliver a number of benefits to both the IT teams that manage process and requests, and to the colleagues and students who may need technical and IT support.

These benefits include:

• New self-service portal (SSP) enabling people to resolve minor issues themselves quickly and efficiently.
• IT requests for support will be issued to IT for action through the new SSP rather than logged via email requests to SID. 
• Improved reporting/management information to allow informed decisions regarding IT capability and future investment.
• Better decision making to reflect changing customer priorities and demands.
• User dashboards that will provide a more detailed, holistic view of IT issues.
• Providing foundations for future improvements to the management of IT operations, and IT services, including the ability to directly request software, as well as new equipment such as laptops via your computer, and your mobile phone.

The ITSM Capability Project team will be available in the Forum on Monday 3 June all day to talk about the new systems and colleagues will be able to see demos and maybe grab a few freebies! Drop in and find out more about the project.

The  team also plan to run pilots within colleges and services over the next few months. These pilots will provide feedback to the project team and help identify user requirements. If you would like to get involved and help ensure the transition to the new system runs smoothly, email the team

This project represents a significant change in operating for the main ITIL processes within the University. This will allow for the streamlining of the IT Operations team to manage the IT estate, and enable a quicker reaction to unforeseen interruptions to the service provided.

Completion of the project will also provide the foundation for service management metrics, compliance reporting, and further the journey to a true 'Design, Develop, Operate' model.

The project will deliver two applications – Assyst ITSM, and Assyst ITOM:

1. ITOM will allow Exeter IT to be able to monitor the amount of University owned devices registered on the network, their software and hardware levels, and model the services that they provide. This will allow better management of spend, as well as enabling the forecasting of future spend and highlighting where savings can be made. This will also enable planning for replacing end of life hardware and software well ahead of any deadlines.

2. ITSM will allow IT teams to differentiate between incidents and service requests. It will also enable the correct prioritisation of the level of incident, and be able to correlate them when needed in order to resolve high impact incidents and problems quicker. As well as being able to do this, ITSM will offer a new way of raising incidents and service requests online to staff and students. Utilising a new Self Service Portal, this will mean that tickets logged online will bypass the initial triage phase with SID currently in use, removing the delay in information getting passed to the right team to resolve.

Improved reporting

Enhanced reporting will ensure IT managers are better equipped to respond to changing demands and business environments faster. More specifically:

• Incident reporting will allow IT managers to view the types of incidents being raised, and how long it is taking to resolve them. This reporting will also highlight what issues have been causing the most pain to IT users and allow a response to it without issues becoming critical and affecting business continuity.
• Reporting on requests, will also allow the teams to see the most requested items and services. These can then be offered to staff and students on the self-service portal in the future.

SID teams will benefit from improved information and data on the service offered by IT. This will result in:

• Improved ability to separate IT requests and incidents to ensure those that have tighter deadlines are prioritised from the host of other services that the SID team offer.
• Improved working knowledge of IT management which will allow SID teams to more effectively manage a greater breadth of issues when first reported.

In addition, IT requests for support will be issued to IT for action directly through a new portal rather than logged through email requests to SID. Email requests will cease before the start of the new academic term. The SID team will be kept up to date on exact timescales.