Business: The University of Technology, Sydney (UTS) is a dynamic and cosmopolitan university with three main campuses and has 32,000 students. Founded in 1988, the Australian university comprises seven faculties, including arts and social sciences, engineering and information technology and law.
Challenge: UTS is under pressure to provide exceptional IT resources to its students and staff. This requires highly available systems and responsive IT services. To maintain quality of service while minimising the resources needed to ‘keep the lights on’, UTS decided to adopt an integrated IT support model based on ITIL® best practice.
Solution: UTS deployed CA Service Desk Manager to underpin its new centralised support operation and ITIL adoption. As well as being used by the IT division to track around 700 incidents, problems and changes every week, the CA solution also provides 32,000 students with self-service support options.
Result: IT support is now more proactive and efficient. This has enabled UTS to reduce first line support staffing levels while increasing service quality. As a result, UTS is able to control IT costs and provide students and faculty with the technology they need for an exemplary learning experience.
