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Service desk benchmarking 


UCISA, Cherwell Software and the Service Desk Institute (SDI) collaborated to carry out a comprehensive survey of IT Service Desks within the UK higher education sector. The Survey, which is based on the SDI’s established and respected benchmarking report, will allow higher education institutions to benchmark themselves against their peers, secure a deeper understanding of the issues and challenges particular to UK HE service desks and showcase how service desks are successfully evolving and developing in the sector to meet growing demands and new challenges.

The results of the survey were published in March 2014; an infographic is also available. Sally Bogg from the University of Leeds gave a presentation on the findings during the University Showcase sessions at the UCISA14 Conference in Brighton, 26 – 28 March and via a webinar on 8 April.

Articles on the Service Desk Benchmarking Survey
Changing attitudes to university IT services will affect all - Information Age, 10 April 2014
Why you should champion your service desk - EDUCAUSE Review Online, 11 August 2014


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