Case Study: Gonzaga University achieves a self-service request portal and streamlined IT workflows with EasyVista

EasyVista’s ServiceApps turns Gonzaga’s vision of a self-service request portal into a reality

Gonzaga University, a private four-year institution in Spokane, faced growing IT strain as students and faculty brought an ever-widening range of devices and remote-learning demands to campus. Their legacy ITSM system was “too flat,” not ITIL v3–compliant, and couldn’t handle thousands of diverse requests; the university also needed a vendor change and full deployment within an intense summer window. Gonzaga required a customizable self-service portal and workflow automation to eliminate manual, labor-intensive processes.

EasyVista’s Service Manager delivered a flexible, ITIL-aligned self-service portal and workflow engine that automated change management, distance-learning support and purchasing processes. The solution reduced duplicate tasks, automated approval emails, improved data and feedback insights, and increased transparency and service-based costing—freeing staff time and enabling Gonzaga to extend the workflows to non-IT groups across campus.

Gonzaga University

Roger Cummings

Project Manager