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IT Services

Feedback and Escalations Process - Staff & Students

This process is to enable the customer to feedback or escalate on any items or the service they have received from IT Services via the raising of an Incident or Service request to help to improve out service provision.

Requirements

Ivanti ticket reference number

Criteria

  • Feedback on Service Desk ticket management,

  • Feedback on general IT Services,

  • Positive or negative feedback.

Mailbox

its-feedback@qmul.ac.uk

Workflow

Feedback Process [PDF 74KB]

Requirements

Ivanti ticket reference number

Criteria

  • Ticket closed without satisfactory resolution,
  • Service failures,
  • Breached SLA,
  • Re-occurring issue,
  • Impacted teaching.

Mailbox

its-escalations@qmul.ac.uk

*Please do not escalate directly to the ITS Lead Team.

Workflow

Escalations Process [PDF 73KB]

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