Case Study: D'Youville University achieves modern ITSM, improved SLA compliance, and accurate asset management with Freshservice

Better ITSM helps D’Youville keep its good standing

D’Youville University, a Buffalo-based higher education institution, needed to modernize its IT support after its on-premise SolarWinds system proved difficult to use, inaccessible for remote users, and weak at tracking tickets, SLAs, and assets. The 16-person IT team struggled with manual reporting, missed service targets, and limited bandwidth, putting accreditation and funding-related reporting at risk.

In 2023, D’Youville implemented Freshservice, with help from Flycast, to deliver a cloud-based, easy-to-use ITSM platform with better integrations, self-service, automation, reporting, and asset management. With Freshservice, SLA adherence rose to over 90% and average response and resolution times fell below 24 hours, while asset accuracy improved to 95% from 45%, freeing the team to focus on higher-value projects and better service delivery.

D'Youville University

Kristin Benoodt

Director of Network Services