Case Study: Curtin University achieves enhanced student and staff experience through service desk consolidation and IT self-service with Cherwell Software

Top university elevates student and staff experience through service desk consolidation and IT self-service

Curtin University, Western Australia’s largest and most culturally diverse university, was supporting ~50,000 students and 5,000 staff on two legacy ITSM tools that were resource‑heavy, unstable and lacked a self‑service portal and robust reporting. The fragmented systems hindered visibility and service delivery, prompting a move to a single, modern platform.

Using implementation partner Service Quality, Curtin deployed Cherwell Service Management in 15 days across IT and multiple business units (supporting 10 ITIL processes and ~55,000 end users), enabling dashboards, dynamic incident/request creation and a student‑facing self‑service portal. The rollout delivered a significant reduction in call volume, improved user experience and performance, fewer infrastructure outages, better operational visibility, simplified cross‑team training, and efficiency gains from email integration and One‑Step workflows.

Curtin University

Steve Covi

IT Service Centre Manager