The Blavatnik School of Government (BSG) has become the first University department to join us in our use of HEAT Software, our IT service management tool. Staff in IT Services have been using HEAT to facilitate the management of IT support and service operations for over a year. It offers many benefits for the management of incidents and making requests for services or changes to services. Initially, BSG will be using incident management, but in the near future will increase its use of the tool to maximise the benefits. The use of HEAT and the associated processes will allow the BSG IT team to be able to provide more joined up support, and via the HEAT’s self-service portal allow their users to submit requests and track issues online.
"It was a very easy decision to work with IT Services to implement HEAT as our in house service management tool. We have been able to quickly implement a cost effective tool, based on good service management principles, which lets BSG benefit from the customisation and integrations already developed by IT Services. Ian, Katherine, Sarah and Louise have offered professional, open and creative consultancy throughout the project and we look forward to continuing working with them to further develop this service for our Faculty, Staff and Students.” Matt Treavis, Head of ICT, Blavatnik School of Government
We hope this is the first of many new areas joining HEAT, and are keen to learn as much from this exercise as possible and refine our processes for bringing new units into HEAT.
For more information about using HEAT Software in your unit or department, please contact Ian Teasdale (firstname.lastname@example.org).