Case Study: Delft University of Technology achieves unified ITIL incident, problem and change management with Dell EMC Ionix Service Manager

EMC Ionix Service Manager helps support ITIL processes

Delft University of Technology, the Netherlands’ oldest and largest technical university, needed to standardize and unify disparate, incompatible IT process-management systems across departments to support ITIL-based incident, problem and change (IPC) processes. After evaluating several tools, the IPC project selected Dell EMC’s Ionix Service Manager as the ITIL-compliant platform to provide a common support tool and standardize handling of incidents and software application support university-wide.

Dell EMC implemented Ionix Service Manager, integrating it with HP OpenView, loading university employee data, and launching training and communications for users; about 300 internal and third-party users were using the system in the initial rollout, with full deployment completed by July 2001. The Dell EMC solution provided web-based call status visibility, tighter help-desk integration, faster incident resolution, clearer communication, and allowed administrators to focus on structural problems—demonstrated by the rapid 300-user adoption and campus-wide rollout.

Delft University of Technology

Jan Klein

IPC Project Manager