Here we share answers to your frequently asked questions about the ITSM Project. We will update this page so please check back regularly.
If you have a question about the ITSM Project which we haven’t included here please contact the project team via itservicedesk@gre.ac.uk
IT Service Management (ITSM) is how we manage the delivery of IT services to you. This includes all the processes and activities necessary to design, create, deliver, and support IT services.
Our current system was coming up for renewal, so an opportunity presented itself to review the system to ascertain whether it would meet our university Digital Strategy requirements.
We are currently preparing to launch IT self-service to students.
The system was launched to staff in March following thorough end-to-end testing (from end users to resolving teams). All support tickets were moved to the new system over the weekend of 1 and 2 March.
If your role requires you to use the new ITSM system and you require training, please .
We share information for all staff about using the new IT self-service system and knowledgebase through these web pages and the university's Internal Communications channels.
Self-service launched for staff on the morning of Monday, 3 March. You can access it via single sign-on from the Portal or at .
You can log tickets, raise support requests, manage approvals and search for help using our knowledgebase FAQs.
Yes. We will encourage all staff to use the self-service system, search the knowledgebase and log tickets online wherever possible, but you will still be able to contact us by phone and email.
Students should contact the IT Service Desk by phone or email.
Self-service for students will be launched later in 2025.
We will update these web pages regularly and share the latest news and information with you.