Newcastle University IT Services: ITIL Case Study

Sharon Mossman

February 2015

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In this case study, Service Process Manager Sharon Mossman explains how adopting and adapting ITIL® enabled the University of Newcastle to address business challenges and improve incident management processes.

Watch the University of Newcastle webinar recording
Introduction
Adopting ITIL
ITIL’s Continuing Use
What are your recommended Best Practices?
About AXELOS
Trade marks and statements
Current rating: 4.6 (8 ratings)

Comments

17 Feb 2016 NK
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Very interesting reference for ITSM implementation on Incident Management, Change Management & Problem Management. A good guidance on whom to engage, what are the benefits of introducing ITIL to the organization, what are the impact going to be on stakeholders. Definitely will help me in my proposal in introducing ITIL - Problem Management to my department manager and to my organization's senior management.
10 Mar 2016 Christian Serapiao
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Very interesting reference for ITSM implementation on Incident Management, Change Management & Problem Management. A good guidance on whom to engage, what are the benefits of introducing ITIL to the organization, what are the impact going to be on stakeholders. Definitely will help me in my proposal in introducing ITIL - Problem Management to my department manager and to my organization's senior management.
25 Mar 2016 Christian Serapiao
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Good job! I believe that University of Newcastle team have learned how to improve ITIL best practices in a new form.
12 Sep 2018 Jose Marcelo Velasco
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Very interesting case, through a realistic approach in adopt and adapt, implementing the basic processes and eye on continuous improvement.
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