Case Study: University of Cambridge achieves unified cloud IT service management and improved user support with Ivanti Service Manager

Unified IT Service Management for One of the World’s Leading Universities

The University of Cambridge, one of the world’s oldest and most prestigious universities, faced fragmented IT support after two independent service desks merged into a single University Information Services (UIS) department of 300 staff supporting ~20,000 users (scalable to 65,000). Legacy helpdesk systems were incompatible, produced no metrics, and caused lost tickets and frequent complaints, so the university selected Ivanti and the Ivanti Service Manager, powered by Heat, to provide a cloud-based, ITIL-aligned service management platform.

Ivanti implemented a phased rollout across 60 departments, consolidating desks and deploying incident, request, self-service, and knowledge-management modules, plus 30 automated service requests (with plans for 100). The Ivanti solution delivered unified reporting and accurate first-time-fix metrics, improved incident classification and resource allocation, increased productivity across IT, HR and Finance, and enabled a self-service channel the university expects to handle about 25% of inbound tickets — markedly improving the digital experience for staff and students.

University of Cambridge

Steve Hoensch

Head of Frontline Services