Case Study: University of Pennsylvania improves IT support responsiveness with Deskpro

How one of the world’s most premier Universities provide exemplary student experiences with Deskpro

University of Pennsylvania needed a way to provide complex IT support for more than 20,000 students and faculty while keeping the experience simple for staff and students. The School of Nursing IT Services team, led by Kimberley Bird, had struggled with confusing earlier helpdesk tools and needed a system that was both easy to use and cost-effective.

The university chose Deskpro after testing it in a trial account and finding it easier to customize to its needs than alternatives like ServiceNow. After a year, Penn said efficiency had increased, staff and students were more responsive to support, email volume had dropped, and managers had better visibility into ticket activity and waiting times.

University of Pennsylvania

Kimberly Byrd

Director of Academic and Computing Support Services