Canterbury Christ Church University

About Canterbury Christ Church University

The University’s mission is to pursue excellence in higher education: transforming individuals, creating knowledge, enriching communities and building a sustainable future.

The IT Service Desk supports around 19,000 users including university staff and students. The service desk comprises three Analysts, two Senior Analysts and an IT Service Desk Manager.

The Challenge

“Following the Service Desk Certification programme made sure we were all speaking the same language.”

In 2014, the University merged the Computing Services and Corporate Information Systems departments. They needed to pull everyone together as a team and standardise their ways of working. After investing in ITIL training the team wanted to make sure they could implement parts of ITIL that added value to the business in a controlled way.

The Service Desk Certification Experience

“The highlight for us was watching the teams work together to develop the service and then to be able to evidence this with positive customer feedback.”

In 2015 the decision was made to engage with the Service Desk Certification programme to get IT support teams working to unified processes and implement best practice throughout the department. Working with SDI helped the team to overcome some of the challenges of embedding these changes and sell the benefits to staff who had not worked in a structured ITSM team before.

The Results

“The SDI auditors and certification team are clearly experts in their field and have been a fantastic support throughout our journey.”

After achieving Service Desk Certification the team saw customer satisfaction ratings rise to 98% of customers being “satisfied” or “very satisfied” overall. Team morale has grown and there is a new-found shared purpose in delivering excellent customer service.

The IT Service Desk plan to grow their operation and further develop their processes and procedures for continual service improvement.


Discover the benefits to becoming certified and where to begin if you are interested in joining the programme to start your own service improvement journey.

Questions about Service Desk Certification?

Contact one of our friendly advisers on +44 (0)1689 889100 or email to find out how certification can help you with the challenges your service desk is facing and the next steps to begin the journey to achieving Service Desk Certification with SDI.

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