Case Study: University of the West of England achieves 65% first-time fix rate and modernized IT services with Ivanti Service Desk

The University of the West of England Streamlines and Revitalizes Services with Ivanti ITSM

The University of the West of England (UWE), a modern university in Bristol serving roughly 30–33,000 students and 3,000 staff, faced declining IT service levels from a decade-old service desk, inconsistent processes, and very low first-time fix rates (~15%). Seeking mobile self-service, automated classification/routing, and full asset management as part of an IT transformation, UWE selected Ivanti and its Ivanti Service Desk (in the Cloud) powered by Landesk to drive ITIL best-practice adoption.

Ivanti implemented a cloud-based Ivanti Service Desk/Workspaces solution with a mobile-friendly self-service portal, full service catalog, automated ticket classification and routing, and centralized asset and patch management. The deployment delivered measurable impact: first-time fix rates rose from ~15% to over 65%, provisioning and approvals were automated (including finance routing), license and patch visibility improved, and IT’s reputation shifted from reactive support to an enabling, digitally enabled service — all driven by Ivanti’s platform.

University of the West of England

Adrian Moore

Service Desk Manager