IT’s time to open the curtains…
In this session, Diana will draw upon her experiences in both the Primary and Secondary classroom to explore the expectations of the student going to university and consider the challenges the student may face. Diana will explore some of the questions that IT services will need to address and suggest some areas that delegates will need to respond to, in the not too distant future.
Anticipating the 9K world; redefining student support services to embrace a new paradigm
The demand for a coherent, consistent and high quality student experience is the key driver for change. Student expectations are increasingly heightened and demands for longer service hours, flexible access and transparent, efficient and responsive services are common. King’s has initiated a number of initiatives to improve the student experience including reviewing communication channels, utilising social networks to create a sense of community, co-locating student services and improving query referral mechanisms.
Matthew Burrows, BSM impact Limited
Service Management - professionalism, CPD and mentoring
Matthew Burrows will take you on a tour of the development of Service Management as a profession. During this presentation he will cover the following:
- Professionalism in Service Management
- Trends, emerging needs and observations
- Continual Professional Development (CPD)
- priSM Credentialing
State of the Nation
During this interactive session, we will be voting to take a snapshot of the actual and perceived challenges and changes that lie ahead and the activities and development that will be needed to successfully meet the great expectations of our staff, our students and our external partners as we enter this brave, new and somewhat uncertain HE world of ours.
Mobile: a journey
Developing a mobile app for students proved to be more of a journey than an endpoint.
Focused on delivering information and services to students on the go, the process has proved to be a huge learning exercise in everything from how mobile-friendly our data is to where GoogleMaps thought the University campus was.
An MMU student's viewpoint
This session will consider some of the challenges faced when communicating across the diverse student population at MMU. By the end of the session participants will have:
- An increased awareness of some of the issues faced by a diversity of students and their perspective on student life at MMU
- Learned more about their own attitudes to the different types of students studying at MMU
- Explored ways of communicating to improve engagement
Into the wild: embracing the anarchy
Social technologies blur the boundaries between work and play, personal and professional, while web enabled mobile devices allow our learners to connect any place, at any time.
This shift towards personalisation, ownership and autonomy poses significant challenges for IT services and information systems. In this session, I will present examples of serendipity and opportunity through openness and takingrisks in a risk-averse culture.
Social web: for ourselves and for our customers
We live in a world in which IT is no longer a scarce resource, with staff and students owning their own computers and accessing cloud services. In order to continue to remain relevant, IT Services will need to use the services our customers’ use, which will include popular social web services.
Defining services and demonstrating value (would you run a restaurant without a menu?)
Wouldn’t it be great to provide information and reporting that demonstrates where and how we deliver value in IT? Many current SLAs and reports are frankly unintelligible to our users and customers – often our SLAs themselves are meaningless targets to IT people. This presentation pulls these themes together and shows how to practically implement value based reporting.
The Social IT Service Desk
If you’re looking to introduce Social IT into your Service Desk but don’t know where to start, then this session is for you! This session begins with an overview of the concepts and benefits of Social IT, before moving on to some practical examples and ways to measure your success.
Great Expectations: a story of development and discovery at MMU
Themes of development and discovery called to mind by Great Expectations will be explored in this case study of Manchester Metropolitan University’s project to transform the student experience through a new undergraduate curriculum, new administrative and quality processes and a new personalised learning environment that wraps institutional resources around the learner.