About IT Services: Service Assurance
The service assurance team, led by Louise Owers, uses industry best practices and frameworks to ensure IT Services meet UCs service delivery expectations.
In addition, the team:
- Supports IT Services in the design and delivery of services with the desired customer experience outcomes in mind.
- Manages, facilitates and maintains continuous improvement opportunities for IT processes and procedures.
- Provides analysis and insight into the gap between technology and our customer's experience.
- Undertakes Service Delivery governance for IT Service Management processes e.g. Change and Release, Incident, and Service Request Fulfillment.
- Is responsible for major incident management (facilitation, communication, and coordination).
- Delivers training in service and knowledge management.