The Museums and Gardens have become the second University department to join us in our use of HEAT Software, an IT service management tool. Staff in IT Services have been using HEAT to facilitate the management of IT support and service operations for over two years, and the Blavatnik School of Government (BSG) began using it a year ago.
HEAT Software offers many benefits for the management of incidents and making requests for services or changes to services. Initially, the Museums and Gardens IT team 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 IT team to be able to provide more joined up support, and via HEAT’s self-service portal allow their users to submit requests and track issues online.
“The use of HEAT is a pivotal step in the transition of previously separate IT support units into a single IT team, covering the University’s four Museums (Ashmolean, History of Science, Natural History, and Pitt Rivers), and Botanic Garden and Arboretum, all together comprising 600 staff. HEAT is increasing the visibility and knowledge sharing of the work being undertaken by the team, allowing us to work towards providing a more robust and resilient service for our colleagues.” Haas Ezzet, Head of IT for Gardens and Museums.
For more information about using HEAT Software in your unit or department, please contact Ian Teasdale (firstname.lastname@example.org).