Case Study: University of Oxford achieves a centralized cloud service desk and streamlined IT operations with Ivanti Service Manager

University of Oxford Graduates to the Cloud with Ivanti

The University of Oxford faced a complex, federated IT environment—38 self-governing colleges, 100+ departments, ~350 central IT staff, 300 distributed IT staff and some 30,000 end users—operating three separate service desks and managing users with multiple IT identities. After an 11‑month selection process the University of Oxford chose Ivanti’s cloud-based Ivanti Service Manager (powered by HEAT) to provide a single, configurable IT service management platform and a browser-accessible self-service portal.

Ivanti implemented a cloud service-desk consolidation using Ivanti Service Manager, delivering a single point of contact, flexible identity/rights management, and out‑of‑the‑box processes that mapped to Oxford’s needs. The solution consolidated three service desks, improved visibility and streamlined operations for thousands of users (supporting 30,000 end users and an alumni population exceeding 250,000), reduced support complexity for college IT teams, and enabled further rollouts and expanded case and endpoint management with Ivanti.

University of Oxford

John Ireland

Director of Customer Services