Frequently Asked Questions

This page sets out frequently asked questions around the setup and operation of the Norman service. Each answer below represents a "typical" setup though the Norman service is extremely customisable and alternative options maybe available for your organisation subject to discussion.

Norman will provide you a daily report containing full and complete details of cases logged with simple outcomes indicating whether they are resolved or need further action - options such as email, an API or SFTP to exchange files are available. We anticipate most of the time a favorable solution can be found with minimal effort on your part to automatically import daily data into your service management tool. We can also provide 'human friendly' versions of our reporting for manual consumption.

Data stored by Norman will be used solely in order to help resolve queries raised and is regularly automatically deleted once no longer needed. During setup Norman will discuss the impact of the data used to deliver the service and will arrange for any legal paperwork around data processing to be completed. In terms of security, Norman is Cyber Essentials certified. You can find our certificate on the IASME Certificate Search under 'Northumbria Unviersity at Newcastle'.

The Norman service operates almost exclusively on Microsoft cloud tools and technologies. The core of the service is underpinned by 'Norman Workspace', built on the Dynamics 365 Customer Service Enterprise platform to provide omnichannel routing and a single pane of glass for Norman analysts to seamlessly support service users with contextual organisation specific information including knowledge articles automatically.

Our ability to resolve problems is often only limited by our level of access to local systems. The most common type of query made to the service is user account related including password or multifactor authentication (MFA) resets, most subscribers find it useful to provide Norman access to these tools, although Norman can work without access by providing guidance around the use of self-service tools. Norman can access local systems leveraging modern methods such as Azure AD B2B collaboration which often provides secure and fully audited access to organisational resources with limited administrative overhead.

During setup we will provide a unique telephone number for you to divert calls to. Most subscriber’s setup a divert on their telephony system so calls automatically divert to Norman out of hours providing a seamless experience for the caller without having to publish a different telephone number. Our chat service is fully managed, with Norman providing simple scripting to add it to your website. Your chat widget will be customised to fit in with your existing brand/website and we can even automate switching between any existing chat tooling you use in hours and Norman chat out of hours.

Yes, we offer a number of options to purchase cover ranging from half days to full days or units of hours to consume ad-hoc through the year. This provides a way for you to transfer to Norman for team meetings, local events, training or even just to work through backlogs.

Norman does have a virtual assistant, "Ari", which is used to deliver bespoke support for organisations who have agreed to this. Ari is under active development to enhance its capabilities, aiming to deliver Norman's unique blend of support through services infused with AI and handoff to members of the Norman team where extra support is needed.

Norman was first established in 2006 as a shared service for the five universities in the North East Metropolitan Area Network "NorMAN" (Durham, Newcastle, Teesside, Sunderland and Northumbria). Northumbria University ultimately became the sole operator and owner of the service as "Norman Managed Services" (Norman for short).

Find out how Norman can transform your support model...

Our virtual assistant, Ari, will take some simple contact details and a member of our friendly team will get back to you within 48 hours.

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