Case Study: Framingham State University achieves faster, unified IT service delivery with Cherwell Software

Breaking down silos, building a solid ITSM strategy

Framingham State University, a 175‑year‑old arts and sciences institution with about 6,500 students, relied on a non‑ITSM, non‑ITIL ticketing system that wasn’t used across the IT department. That siloed approach hindered communication and customer service as IT supported everything from student and faculty equipment to online programs and a learning management system.

FSU implemented a hosted Cherwell ITSM solution in three months—chosen for its codeless ease of administration, affordability, and scalability—and rolled out a portal that now handles 70% of IT service requests. The new platform broke down silos, sped incident response and resolution (including a 90% drop in printer service calls), simplified change management, and set the team up to pursue automation, KPIs and improved customer experience.

Framingham State University

Deborah Saks

Director of Service Management and Campus Technology