At Academia, continual improvement is not a one-off project or an internal exercise. It is a core part of our ITIL-driven ethos and how we make sure our services keep pace with the changing needs of the organisations we support.
The last 12 months have seen a range of focus areas which we’re happy to share here in our Summer 2026 Continual Service Roadmap update. It outlines a range of enhancements designed to improve service delivery, increase transparency and help our customers extract greater value from their technology investments.
1. Improving the Support Experience
Initiative
AutoTask IT Service Management (ITSM) Platform – now live.
Benefit
We have migrated to a new ITSM platform for Service Desk, Change, Incident and Problem Management.
Accessing support for our customers is now simpler and more intuitive; as well as Self Service portal, customers can interact with the Service Desk, update tickets, see service status and access IT training directly within their own Microsoft Teams environment.
Not only that, but AutoTask is fully integrated with our M365 Backup and Device Management tools, meaning our Helpdesk team can access everything in one place, provide better reporting and deliver support more efficiently.
The result is a smoother, more connected support experience: fewer barriers, faster access to help, clearer status updates and better insight into the services we provide.
2. Enhancing Customer Success
Initiative
We’ve invested in the Kaseya “MyITProcesses” platform to streamline how we manage regular service reviews with our customers. It’s fully integrated with our IT Service Management platform and will provide a central place for customer IT Health Scorecards and Strategic Technology Roadmaps. It’s rolling out to all customers over the next 3 months.
Benefit
Customers will gain clearer visibility of service performance through structured health assessments, benchmarking and forward-looking technology roadmaps. This enables IT activity to be more closely aligned with organisational objectives and future priorities.
3. Strengthening Tooling and Platform Integration
Initiative
Enhanced integrations within the AutoTask ITSM platform – now live.
Benefit
By connecting monitoring, backup and management tools directly into our service platform, we can identify and resolve issues more quickly, reduce repeat incidents and improve overall service responsiveness.
4. Delivering Better Reporting and Insight
Initiative
Investment in our Project Management Office (PMO).
Benefit
Customers will benefit from richer dashboards, improved service reporting and more meaningful operational insights, enabling a proactive and data-driven approach to continual service improvement.
5. Enhancing Project Delivery
Initiative
Investment in our Project Management Office (PMO).
Benefit
Improved planning, scheduling, governance and project visibility via our ITSM platform will provide greater transparency throughout the project lifecycle, helping ensure successful outcomes and predictable delivery.
6. Accelerating Solution Design
Initiative
Expansion of our Technical Solutions Team.
Benefit
Increased investment in solution design capability will deliver faster turnaround times, higher-quality technical proposals and more comprehensive Statements of Work, helping organisations make informed technology decisions with confidence. This includes us welcoming dedicated Solution Architects for key areas of the business such as Microsoft and Apple.
7. Driving Procurement and Commercial Value
Initiative
Enhanced procurement services and supplier relationships.
Benefit
As Smartdesc, Academia’s managed service division are now we are fully integrated with Academia the Technology Group, customers will benefit from a greatly increased purchasing power, driving more competitive pricing and access to a broader portfolio of solutions, including hardware & software procurement, Adobe licensing, mobile services, connectivity, mobile and voice solutions.
8. Optimising Microsoft Licensing
Initiative
Dedicated Microsoft Licensing and Optimisation Service.
Benefit
All customers now have access to proactive Microsoft licensing reviews and assessments at no additional cost. These reviews will help ensure licensing remains appropriately aligned to business requirements, reducing unnecessary expenditure and maximising value.
Looking Ahead
Technology continues to evolve at pace and the demands placed upon organisations continue to grow. Our commitment is not simply to provide support when issues arise, but to continuously enhance the services, tools and expertise available to our customers.
The Summer 2026 Continual Service Roadmap reflects our ongoing investment in service excellence, operational efficiency and strategic partnership. We look forward to working alongside our customers to help them navigate change, embrace innovation and build resilient, future-ready technology environments.
Together, these initiatives reflect a simple principle: better service is built through continuous investment, clearer insight and closer partnership with our customers.
Speak with the team today on how we can ensure your business is getting the vert best out of its technology here.
