IT Service Management Success: Xavier University’s Story

Xavier University's IT department was facing an uphill battle — rising enrollment and the proliferation of new technologies massively increased the demands placed on the service and project organizations; IT resources were stretched thin because leadership lacked visibility into resource capacity to push back on unreasonable requests; service desk tickets were being managed in an outdated service desk ticketing system and tickets, at times, were not even being closed. To resolve all of these issues, standard operating procedures needed to be created for processing of tickets to make sure customer requests were being handled in a timely manner. At such a critical time for IT's development it was very difficult to gather the data to educate stakeholders about the value IT was providing and their major constraints. Leadership knew that if no action was taken that these problems would continue to damage IT's reputation and their ability to execute on the university's vision.

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