Case Study: The London School of Economics achieves automated, flexible IT service management and increased productivity with Cherwell Software

London School of Economics - Customer Case Study

The London School of Economics (LSE), a leading social science university with over 10,000 students and 3,300 staff, faced growing pressure on its IT service management team due to an inflexible, decade-old toolset that forced workarounds, required expensive contractors, and reduced productivity. Seeking a modern replacement through a public-sector tender, the university needed a solution that stakeholders would accept and that could support process-led working rather than forcing processes to fit the tool.

LSE selected Cherwell after a standout live demo and implemented the platform with hands-on training and smooth go-live support. Cherwell’s automation eliminated manual tasks (for example, replacing spreadsheet-based call assignment and automating change-risk assessments), freeing staff for higher-value work, while its flexibility allowed rapid incorporation of user requests into the live system. As a result, LSE gained time savings, higher engagement from staff, and plans to extend capabilities with Cherwell Mobile and future AI-driven features.

London School Of Economics

Nicos Kyriacou

IMT Service Management Officer