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U Bedfordshire Implements End-User IT Analytics

The University of Bedfordshire in the United Kingdom has implemented an end-user IT analytics platform to help improve the efficiency of its IT service desk.

Over the past 18 months, the university has been re-evaluating and consolidating some of its existing IT solutions. As part of the process, the university implemented information technology service management (ITSM) and transformation solutions on the Nexthink V5 modular platform.

According to the company's site, Nexthink's ITSM solution collects and analyzes application, network and IT service issues across an organization to help the IT team gain insight into end users' challenges and improve incident and capacity management, while the transformation solution helps them measure the effect of any operating system, virtual desktop infrastructure, application, hardware or configuration change on end users.

"Unlike other monitoring tools, Nexthink allows us to concentrate on the 5,000 end-devices on our infrastructure," said Minesh Chikniwala, deputy CIO at the University of Bedfordshire, in a prepared statement. "By looking beyond back-end operations to the actual impact on end-users, we can see just how the new environment is performing, where the gaps are and where further improvements are needed."

According to Chikniwala, the Nexthink end-user IT analytics platform has enabled the IT service desk to isolate issues before they affect the wider user base, consequently saving time previously spent responding to duplicate calls and putting out fires and allowing a "considerably more proactive, methodical and rational approach to incident responses," she added.

The University of Bedfordshire is a public university serving more than 24,000 students at campuses in Luton, Bedford, Milton Keynes and Aylesbury, UK.

About the Author

Leila Meyer is a technology writer based in British Columbia. She can be reached at leilameyer@gmail.com.

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