Case Study: University of Glasgow achieves unified campus service management and improved student experience with Ivanti Service Manager

University of Glasgow - Customer Case Study

The University of Glasgow needed to replace a decade‑old on‑prem ITSM system with a flexible, cloud‑based Enterprise Service Management platform that could meet public‑sector procurement rules and a 150‑point requirements checklist. After a competitive tender, the university selected Ivanti’s Service Manager to provide an enterprise‑scalable solution that could be configured for IT and non‑IT functions without vendor dependence.

Ivanti implemented a central service desk that unified all four colleges and operational services, extending support to student records, accommodation, library services, exams, finance, HR, and campus security. The Ivanti deployment delivered dashboards for trend tracking, a knowledge base rated 4.8/5, a better student experience by reducing handoffs, and met the university’s full set of requirements.

University of Glasgow

Mark Temple

IT Service Project Manager