Case Study: Western Carolina University achieves rapid ITSM rollout and higher user satisfaction with Cherwell Service Management (Cherwell Software)

Western Carolina University - Customer Case Study

Western Carolina University, a public university of more than 10,000 students, needed a more scalable, configurable IT service management solution to support rapid campus growth and expanding online programs. Their previous ITSM tools couldn’t capture incident details quickly, lacked custom dashboards and root-cause tools, and didn’t provide adequate public notifications, so the IT team sought a robust yet easy-to-deploy platform they could manage without dedicated developers.

WCU implemented Cherwell Service Management in just a few months, rolling out a self-service portal and ITIL-certified processes that staff could configure and extend without programming. The result was higher productivity and satisfaction for faculty, staff, and students, broader adoption of ITIL best practices, better reporting and knowledge management, and a transformed support experience the IT director calls a real competitive advantage.

Western Carolina University