Case Study: The University of Edinburgh achieves a scalable, ITIL-compliant UniDesk shared service with TOPdesk

How the university created a TOPdesk-based service called UniDesk

The University of Edinburgh, a leading teaching and research institution, needed an ITIL-based, scalable service management solution to replace a costly bespoke web system that lacked a CMDB and knowledge base. With around 200,000 users (40,000 active) and roughly 1,000 operators handling about 12,000 calls a month, the university — together with the University of Abertay Dundee and the University of St Andrews — selected TOPdesk and built UniDesk, a TOPdesk-based service tailored to higher and further education needs.

TOPdesk consultants implemented and customized Incident, Change and Problem Management and helped the partners launch UniDesk, hosted by The University of Edinburgh. As a result, logging calls has become much easier, the institutions can set processes and measure performance against targets, and the shared UniDesk reduces cost and speeds deployment for other universities through established blueprints. TOPdesk’s solution supports the large user base, enables ongoing improvements (including a planned Self Service Desk and management dashboard), and fosters a collaborative community for continual service enhancement.

The University of Edinburgh

Mark Wetton

Head of the Service Management