Gonzaga U Updates Service Management
Gonzaga University in Spokane, WA has replaced its outdated service desk software with a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.
About the Author
Leila Meyer is a technology writer based in British Columbia. She can be reached at [email protected].