outcomes from HeLF Meeting

A few quick notes;

  • arrange to get SLA for VLE from Surrey / UCL
  • ITIL – look at reporting for helpdesk, i.e., RT and TRAC to focus on 1) spend at which picked up (first contact), and speed to complete the job
  • ITIL – service catalogue – what is it? why are others getting excited about it?
  • Colin Powell’s 13 rules of life 🙂
  • Martin Stubbs – MMU – see blog – it sounds like he’s trying to categories services in a similar way to us. Interesting to see how he’s representing the information

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