UCISA, the Service Desk Institute (SDI) and TopDesk collaborated to carry out the second comprehensive survey on IT service desk functions in the Higher Education sector. The report covers a broad range of issues from technology and metrics, through to training and customer engagement. It also examines best practice adoption within the higher education sector and provides indicators for the increasing business alignment of the service desk.
Sally Bogg from Leeds Beckett University gave a presentation on the findings during the SSG16 Conference 6 - 8 July 2016 at the Queens Hotel, Leeds
Results of the 2014 report