Case Study: Cal Poly ITS achieves 10x request handling and automates complex workflows with Agiloft

Top Service Desk Solution for 10 Years

Cal Poly’s Information Technology Services supports more than 30,000 active users and handles upwards of 20,000 service requests per month across a distributed campus. ITS needed a scalable, flexible service-request system to consolidate six distinct applications, automate complex escalation and prioritization rules, and win buy-in from technical stakeholders who often preferred custom, in-house solutions.

Cal Poly deployed Agiloft’s cloud-hosted service desk to automate routing, variable escalations, KPI reporting and no-code workflows, ensuring each request is sent to the right team among roughly 50 support teams (≈250 staff). Since implementation they’ve quadrupled their use of the platform, now handling more than ten times the initial request volume with faster, more accurate responses, reduced development costs, and long-term vendor support.

Cal Poly ITS

Don Ruxton

System Administrator