Case Study: Queensland University of Technology achieves 300% increase in student self-service and streamlined IT support with HEAT Software

Queensland University of Technology Wins Students’ Respect with HEAT Service Management

Queensland University of Technology (QUT), a large research-led university in Brisbane with over 45,000 students, needed to modernize student and staff IT support as expectations rose and administrative services moved online. The university sought a more responsive, self-service–focused approach to manage incidents, requests and complex integrations while maintaining control over deployments.

QUT implemented HEAT Service Management on‑premise with systems integrator Fusion5, adding modules for incident, request, service catalog, change and voice-enabled automation. Within the first month self-service requests jumped 300%, incident handling became more automated and efficient, routine tasks were reduced to 15‑minute projects, call volume fell and KPI reporting gave better visibility into service performance.

Queensland University of Technology

Carmel Brown

Manager of Service Design and Business Processes