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 servicedesk.gre.ac.uk
We will update these web pages regularly and share the latest news and information with you.
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.
If your role requires you to use the new ITSM system and you require training, please contact us.
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.
We launched IT self-service for staff on 3 March 2025 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.
You can access it via single sign-on from the Portal or at servicedesk.gre.ac.uk.
You can log tickets, raise support requests, manage approvals and search for help using our knowledgebase FAQs.
Self-service is now available to students - it launched on 24 July 2025 .
For urgent classroom support or to report an IT security issue, you can still call us directly on (0)20 8331 7555.
All staff and students should now log IT support tickets online at servicedesk.gre.ac.uk. We’ve retired email-based ticket logging and added new features to IT self-service, making it easier and faster to get the help you need.
Tickets are no longer raised automatically by email. Now, if you email us with a new issue, you'll get a reply asking you to log your ticket online. Once you have logged your ticket you can update it online or reply to any email responses we send.
A chatbot has been added to IT self-service. It provides signposting to useful articles and can help yot to log a ticket if you can't find the support you need. The chatbot is fully automated and available 24/7 to support remote working, multiple time zones and non-standard working hours.
We are continuing to add student-focused knowledge to the system in preparation for online registration.