Case Study: Eastern Washington University achieves modernized, scalable campus IT services with Freshservice

Eastern Washington University enrolls Freshworks' ITSM Suite to modernize and scale campus IT services

Eastern Washington University (EWU) is a regional public university in Washington with campuses in Cheney, Spokane and statewide programs, serving about 12,600 students. Its IT organization faced legacy on‑prem platforms, low end‑user adoption, poor visibility and ownership of service requests, and scalability limits—so it sought a cloud ITSM solution that could expand beyond help desk work into Change, Problem, Asset management, self‑service and knowledge management with easy deployment and integrations.

EWU selected Freshservice and began realizing value within a week: more than 50,000 requesters now use the platform, self‑service and knowledge base uptake has increased, and ticket deflection has freed agents to focus on critical tasks. Freshservice improved ticket visibility and agent ratings, replaced spreadsheet asset tracking via integrations with JAMF and SCCM, and provided dashboards and analytics to monitor SLAs, streamline processes, increase accountability—and is being rolled out to additional departments with a low total cost of ownership.

Eastern Washington University

Brad Christ

Associate Vice President for IT and Chief Information Officer