Case Study: University of Surrey achieves six-fold faster IT response and improved student experience with Ivanti Service Manager (Ivanti)

Centralized IT Service Management Enhances Student Experience and Promotes IT to Strategic Service Provider

The University of Surrey, a public research university in Guildford, England, was struggling with ineffective service management that hit students hardest during intake peaks—handling roughly 8,000 inbound queries in six weeks with lost tickets, duplicate requests, no tracking or automation, and an unused self-service portal. To address these issues the university selected Ivanti and its Ivanti Service Manager (powered by Heat) after demonstrations and a plan from CTMS that met requirements for out-of-the-box ITIL processes, quick deployment, and easy customization.

Ivanti implemented Ivanti Service Manager with out-of-the-box workflows, self-service, dashboards and analytics, and trained 120 analysts to be self-sufficient in configuration and expansion. The solution automated many manual tasks (saving about 33 hours a month), reduced service requests by 60% year-over-year, cut worst-case response time from six weeks to five days, and delivered more than a six-fold improvement in response times—enabling broader internal rollouts and positioning IT as a strategic service provider across the University of Surrey.

University of Surrey

Sonja Browning-Page

Deputy IT Director