Information Services Division


Service management

We provide a timely and effective response to service requests from across UCL. ISD works in partnership with the Professional Services Hub to support UCL staff and students.

UCL Service Management model

ISD provides services in conjunction with other Professionals Service departments, including OneDesk in the PS Hub and Human Resources, Finance, Vice-President Offices and Estates teams. Though we provide the technology components for most of the services offered in UCL, we aim to work with other parts of Professional Services to make the end-to-end service as seamless as possible.

ISD supports UCL staff and students as a component of a joined-up service management function. Users can contact support services using a variety of channels which are managed by the Professional Services Hub (PS Hub) who are responsible for first line support for a range of core services.

Diagram of service management process

Key statistics

We pride ourselves on delivering high quality, effective and timely support. Check our recent statistics below supporting a community of nearly 80,000 users.

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Further information

You can monitor the status of any submitted request by logging into our self service system.

If you wish to provide feedback on the quality or timeliness of a request response,  please email our feedback team.

Our response times are based on assessments of service criticality and the impact on users.