Case Study: Texas Christian University achieves improved service quality and streamlined ITSM with Cherwell Software

World-class university improves service quality with better visibility and highly configurable ITSM platform

Texas Christian University (TCU) needed a more scalable, flexible IT service management solution to support campus growth and renovation projects. Their previous ITSM lacked agility—changes often required six to eight months of developer time—and different IT groups used disparate tools, creating communication, coordination, and accountability problems. TCU sought a platform that could put control in the hands of the service desk and support rapid innovation.

After a rigorous selection process, TCU chose Cherwell Service Management for its codeless/low-code platform, interactive self-service portal, dashboards, and mobile apps. The university implemented seven ITIL processes, added 200 features in the first month, and now supports 22,000 students, staff, applicants, and alumni. The result: integrated communication and coordination across campus, lower configuration and ownership costs, and streamlined service delivery as Cherwell expanded across departments.

Texas Christian University

Joshua Tooley

Associate Director of IT Support