Case Study: University of Oxford achieves consolidated cloud service desk and streamlined IT support with HEAT Software

University of Oxford graduates to the cloud with HEAT Software

The University of Oxford, a large, federated institution with 30,000+ end users, 38 self-governing colleges and hundreds of central and distributed IT staff, faced fragmented IT support from three independent service desks, frequent identity complexity for users with multiple roles, and huge seasonal demand spikes. These challenges made it difficult to deliver consistent services, capture reliable metrics, and provide a single, easy-to-use support experience for students, staff and alumni.

Oxford implemented HEAT Service Management as a cloud-based, browser-accessible platform to consolidate the three desks into a single point of contact, provide a configurable self-service portal, and manage multiple user identities. The deployment streamlined service desk operations, improved visibility and metrics, enabled scalable roll-out to colleges, and helped keep thousands of IT users operational while simplifying ongoing support and administration.

University of Oxford

John Ireland

Director of Customer Services