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 For example, is there technology that isn’t being used because it’s out of date?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.
With only 115 people working as part of the central IT and technology support teams, the University of Memphis requires careful management to provide the highest level of support to its substantial customer base.
Sue Hull-Toye leads the public-facing operations of the division. Until recently, her teams relied upon several disconnected systems to perform ticket tracking, case review, user support, and data collection. The result was a clunky process that provided little benefit to students or employees.
The situation required change.
Taking on the multitude of disparate technologies
Before changing solutions, the university employed multiple disparate, and somewhat ineffective, technologies cobbled together to power the service desk.
By attempting to integrate multiple, unrelated tools, IT actually outsmarted itself and created barriers of complexity. “We invested heavily in technology and further modified what we had,” says Hull-Toye. “We built a Swiss watch when a sundial would have been adequate,” said Robert Johnson, associate CIO, “and doing so created as much of an internal burden as it was supposed to solve.”
Moreover, the university’s service desk team worked much harder than necessary, especially on tasks that should have been simple – all because of the solutions employed to manage them. “We spent too much money and time ‘solving’ some problems while inadvertently creating more problems than we solved,” explains Hull-Toye.
Johnson said that the most demanding challenges received the least attention because of the work required to manage these tasks, tickets, and assets across multiple systems.
Data reporting suffered tremendously.
When the university’s CIO asked IT directors to review current information about ticket management, service requests, and response rates, they discovered correlated, traceable data was hard to come by.
TOPdesk, a leading provider of enterprise IT service management solution, announces that, because of its committment to serving schools, colleges and universities, it has secure partnerships with more than 23% of all universities in the U.K. In 2019, TOPdesk UK added nine new university clients.
Institutions such as Heriot-Watt University, the University of Central Lancashire, and the University of Kent signed with the vendor in 2019 to automate service and support, and enhance their service offerings to internal staff and students.
With the additional university clients added last year, a total of 37 universities in the UK now trust TOPdesk with their enterprise service management needs to; utilise the usage of the self-service portal, implement quick links and standard solutions, and visibility for cross-departmental working.
In light of this success in the sector, TOPdesk UK has formed an internal business unit to focus exclusively on serving the needs of its higher education customers.
Will Sibley, TOPdesk UK’s head of education sales, said: “I am always pleased to welcome universities to the TOPdesk family, and last year it’s was great to have welcomed so many excellent institutions of higher education.
“In 2020, we will continue our growth in this sector, while also focussing on strengthening our current partnerships with these educational entities to provide them with as much value as possible.”
TOPdesk develops, implements, and supports an enterprise service management (ESM) solution that helps universities and organisations efficiently manage the services they provide. Departments such as IT, HR, facilities, and library, and student services, can perform their work both collaboratively and separately with a single tool. TOPdesk is available as a local installation or Software-as-a-Service, and the solution can be tailored to meet every organisation’s needs.
TOPdesk has 15 branches worldwide: in UK, USA, Canada, Brazil, the Netherlands, Belgium, Germany, Hungary, Denmark, Norway, and Australia. Visit www.topdesk.co.uk for more information.
TOPdesk, a leading global provider of innovative enterprise service management solutions, today announces that it has been named a “strong performer” by analyst firm, Forrester. TOPdesk is profiled as one of the top 15 vendors that “matter most,” as detailed in the Forrester’s report, “The Forrester Wave™: Enterprise Service Management, Q4 2019.”
According to the Forrester Wave™ evaluation, the globally serving TOPdesk “has shifted to fully address the ESM market during the past few years and has oriented its strategy to provide for all forms of service requests, expanding its collaborative abilities and out-of-the-box modules.”
Per the report, “TOPdesk has grown steadily in North America, gaining popularity with midsize enterprises and public sector organizations, including higher education, and is pursuing a strategy of steady organic growth.”
“TOPdesk is a well-rounded ITSM and ESM product with fast time-to-value,” the report continues. “Request management is notably strong, with Kanban, intelligence, and costing … The platform is built for speed of utilization … [and] is well suited to midsize enterprises looking for a tool with both ITSM and ESM capabilities and experience.”
Wolter Smit, TOPdesk CEO and co-founder, said he’s proud of acknowledgement. “We know — and our clients tell us — that our solution continues to be first-rate. We’re honored to be named as a Strong Performer by Forrester, and are thankful for our clients and partners for helping us get here.”
In the report, Forrester notes ITSM users are looking to increasingly leverage self-service options, speed up service delivery, and enhance their own ITSM capabilities to meet the challenges of changing technology landscapes. TOPdesk believes that it addresses these issues by helping organization improve service management processes; optimize services by providing a user-friendly self-service application; and offers comprehensive support through a continuously delivered platform.
TOPdesk provides a robust platform for improved enterprise services, and a high-quality service management solution with proven fast time-to-value.
TOPdesk develops software that helps organizations efficiently manage the services they provide. Whether this concerns IT, facilities management, HR, service desk or service support, TOPdesk helps organizations support their employees, customers, consumers and citizens. It serves all sized organizations, from small businesses to large multinationals, and is available as a local installation or Software as a Service. The TOPdesk solution can be tailored to meet every organization’s needs.
TOPdesk has 15 branches worldwide: in the US, Canada, Brazil, the UK, the Netherlands, Belgium, Germany, Hungary, Denmark, Norway, and Australia. www.TOPdesk.com