Information Technology

Gonzaga U Updates Service Management

• By Leila Meyer
• 02/17/16

Gonzaga University in Spokane, WA has replaced its outdated service desk software with a service management system that offers workflow automation and a self-service portal to help the university cope with the growing number of Internet of Things (IoT) devices on the network.

Until recently, the university had been using Service Desk Express from BMC. When the company stopped supporting the software, the administration began looking for a replacement system that could offer more robust and flexible service management and compliance with the Information Technology Infrastructure Library (ITIL) framework. The university also wanted a system that could help them manage the rapid increase of IoT devices on the campus network.

"IoT is hitting us pretty hard these days," said Roger Cummings, project manager at Gonzaga University, in a prepared statement. "Students used to show up with a laptop and cell phone and now it's a combination of X-Box, TV, printer, even their Nike shoes and their Fitbit fitness tracker and wireless speakers are showing up on the network; upwards of eight devices are not uncommon on campus."

A 30-person panel evaluated the various options, including those from ServiceNow, BMC and Cherwell, before selecting a service management system from EasyVista. According to a news release from the company, Gonzaga chose EasyVista for its ease of use and "first class customer support."

EasyVista deployed the system during a small window of opportunity in the summer, and according to the company, the university has realized numerous benefits. Gonzaga now has multiple workflow automations for change management, distance learning and purchasing processes. Those automations, as well as a self-service portal, reduce the time and effort required for support staff. The system also offers data insights, questionnaire feedback and service-based costing.