Universities and Colleges Admissions Service (UCAS) was undergoing rapid business change in the transition from paper to online university applications and its IT support services were struggling to cope with increasing demand. It needed to streamline its processes for handling incoming requests for support so that it could manage the increase with limited increase in headcount.
T2CONSULTING provided an ITIL implementation manager to join the change project who, in the first instance, took part in the review of organisational structure, roles, skills and training requirements.
T2CONSULTING reviewed and improved service management processes and worked closely with a project manager responsible for the implementation of a new ITSM tool to ensure that process requirements were fully implemented and tested.
T2CONSULTING developed a training course, materials and classroom environment for training all operational staff in incident, problem, change and service level management using the new tool, and carried out all training. This bespoke training complemented formal ITIL foundation level training for all staff.
In addition to the strategic role T2CONSULTING's implementation manager also stepped in as interim service desk manager and put in place a series of procedures to control activities relating to joiners and leavers, procurement and equipment loans. This helped the team to make better use of time and resources and put in place a framework for good governance and security.
T2CONSULTING also provided guidance on preparing and testing the documentation of repeatable tasks to share knowledge and remove single points of failure in the support system.