Improving IT Services – Your Voice Matters
10 Apr 2025
Training investment, technological advancements and updated job descriptions are having a significant impact on improving system availability and staff morale in IT Services
PJ Hemmaway, Chief Information Officer (CIO), provides an overview of some of the changes and improvements made in the last couple of years in IT Services.
Training
In response to critical feedback from the IT Services staff forum, PJ has invested in various training programmes to address skills debt across the Directorate. These programmes include ITIL (a framework that focuses on aligning IT services with business needs), Amazon Web Services (AWS), Microsoft, and other specialist training, which have significantly improved service stability.
Job description updates
PJ also talks about updating job descriptions in consultation with colleagues to ensure clarity in expectations and progression. This has helped colleagues understand their roles better and provides a clear path for career advancement.
Technology investments
Significant investments have been made in technology, including patch management, systems monitoring, and ServiceNow (Connect) for case and knowledge management. These investments have enhanced the University's IT infrastructure and service delivery.
AI experimentation
The University has begun experimenting with agentic AI and generative AI as part of the ServiceNow platform. This initiative aims to leverage advanced AI technologies to further improve IT services. In addition, colleagues are undertaking Data and AI apprenticeships to further their knowledge and understanding of using AI.
Continuous adjustment
PJ emphasises the importance of constant adjustment and investment in training and technology to provide the best possible service to colleagues and students. The commitment to continuous improvement ensures that the University remains at the forefront of technological advancements.
Your Voice Matters
Your Voice Matters is an initiative that aims to raise awareness of the opportunities to share ideas and provide feedback. Visit the Your Voice Matters hub for further information and to read more about the ways in which your ideas and suggestions are shaping the way we do things – both University-wide and local actions such as this.
Colleague Engagement Survey
Our annual Colleague Engagement Survey launched on Tuesday, 25 March and runs until Tuesday, 22 April. Look out for your email invitation and have your say.