By Hannah Price, head of UK consultancy, TOPdesk.
It’s no secret IT service management (ITSM) can help companies and businesses streamline efficiencies, cut down on costs, and improve customer satisfaction. But can it help schools? Today, many educational entities are embracing the use of ITSM, or the process and technology used to plan, deliver, and support IT services, at a rapid rate – and for good reason.
Take the average college or university for example. During any given year, there are thousands of students enrolled, and these students need help with everything from configuring the Wi-Fi to resetting their campus password. Along with students, there are faculty, staff, and alumni who also need assistance with things like booking rooms, renting equipment, and troubleshooting issues.
Accessing such services could mean a phone call, an email, or an in-person visit to the relevant department. Or it could be as simple as registering a ticket in an easy-to-navigate self-service portal.
But it’s not just higher education institutions embracing ITSM. Many secondary schools or multi-academy trusts are finding value in the performance, reliability and improved efficiency ITSM can help provide. Millfield School, for example, implemented ITSM to great success in improving communication across sites and between departments.
What is ITSM and how does it work?
ITSM is the process of designing, delivering, managing, and improving the IT services an organization provides to its end users. For example, instead of a student having to email or call the IT department for help with configuring the Wi-Fi or a professor making a special trip to the departmental office to rent a lecture hall, they simply log into their ITSM portal, fill out a request and go about their day.
Here are five ways ITSM can help educational institutions – from primary schools to universities:
1. Reduced operational costs and improved efficiency
ITSM tools help streamline problem resolution. As a result, your helpdesk team will spend less time on each service request and the users will be back up and running faster. ITSM insights can also help identify which resources are not being used efficiently. For example, is there technology that isn’t being used because it’s out of date? Are there certain rooms that are constantly requested because they house the latest equipment and connectivity? A good ITSM tool can help you identify ways to streamline and update your school’s resources.