Ivanti + University of Cambridge
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University of Cambridge user base
is always growing
and we're looking at ways
to innovate using technology
to improve and deliver
a better service to our customers.
At the moment,
we're at ITSM service manager
in the cloud customer from Ivanti,
and that's allowed us
to start using the Ivanti products
and see what it can do for us.
It's over the entry
that we've taken to, sort of,
unify multiple different
service desk tools
that we've had in the environment
from different groups
and departments merging together
to create this core IT department.
By having that,
we've merged at least
three different service desk tools
into one
which now allows us to pass tickets
around the organization quicker,
things don't get lost like
they used to.
It's giving
a better customer experience
to both staff and students.
It is allowing us
to start doing more things
like deliver service requests,
which are now meaning
that people can get
access to services quicker.
It's really allowing us to do
more things with IT
and not need to keep scaling up
our IT department.
So what we're working on
at the moment is Bot with Ivanti
and the idea behind that is to deal
with the large amount of joining
as the leaders
that are coming into the organization,
so 12,000 students joining
the organization.
I have to scale up my service desk
to be able to cope with that
for the four weeks of the year
and the number one thing
that a student will lasts for
is to gain access to the wireless,
so if we can have a Bot,
the students able to chat with directly,
get the information about
how to join the wireless.
I don't have to deal
with 12,000 students
ringing up the phone
on a Monday morning asking
how do I get an access
to the wireless.
So it will help to, sort of,
level out the peaks
and troughs that we see
throughout the year
and those types of things
are very important to us.
So it's a great tool
that I can see is using,
you know, now but also
how we can use that
in the future is really exciting to me.
We've integrated with Zapya,
which allows us to actually deliver
when a major incident happens
directly to develop a team
or a support team to be able to deal
with that incident quicker.
And obviously, using slack allows
the user to be anywhere
with their own personal mobile device
and get access to that message directly,
so they don't have to be logged
into the service manager tool,
they've actually got access
to what's happening directly now
and they know
they need to drop everything
and just log on to the tool
to see what's happened.
Delivering IT is hard
for any department,
including the University
of Cambridge,
is constantly changing and evolving,
so it's hard to keep up.
So what you've got to concentrate on
is having a good base of core IT
with a good solution behind you
and if you can deliver that,
then it allows creativity to flourish.