Case Study: University of Texas at Dallas achieves scalable, data-driven ITSM to support record enrollment with Cherwell Software

Leveraging the flexibility of Cherwell and AWS, university customizes ITSM solution to address unprecedented enrollment numbers

The University of Texas at Dallas, a fast-growing research university with nearly 30,000 students, faced strains on its IT infrastructure and central help desk from record enrollment. Leadership needed a way to capture and analyze support data, automate workflows, and ensure consistent information across colleges so IT could better measure technology’s impact on students and staff.

UT Dallas fully leveraged its existing Cherwell ITSM on AWS, creating a tenant model that lets central IT manage the platform while each college tailors services. With skill-based routing, a popular self-service portal and knowledge base, and automated AWS Service Catalog workflows, the university now resolves issues faster, reduces manual work and support costs, improves data-driven decision making, and frees IT to focus on student success while scaling as needed.

University of Texas at Dallas

Pulin Bhatt

Director of Client Services