Case Study: University of New Mexico achieves unified IT services and cost savings with Cherwell Software

University of New Mexico - Customer Case Study

The University of New Mexico, the state's flagship institution supporting 38,000 staff, students, faculty, and retirees across five campuses, faced budget cuts and fragmented IT operations. To do more with less and break down silos between desktop, server, and network teams, UNM sought to retire two disparate ITSM systems in favor of a single, unified solution.

UNM implemented Cherwell Service Management and Cherwell’s IT Project Tracking, plus a self-service portal, to give all IT staff one source of truth and enable automation and knowledge sharing. The consolidation improved efficiency and project delivery, achieved a 70% first-call resolution rate, raised customer satisfaction to 4.5/5, and cut licensing costs by supporting 290 concurrent users with just 95 licenses.

University of New Mexico

TJ Martinez

Director of Customer Support for Core Information Technologies