Case Study: University of the West of England streamlines IT services with Ivanti ITSM

University of the West of England boosts first-time fix rates from 15% to 65% with Ivanti

The University of the West of England faced waning IT service levels and a lack of automated processes, which led to low user confidence and first-time fix rates of just 15%. To address this, they embarked on an IT transformation program and selected Ivanti's Neurons for ITSM solution to replace their aging service desk.

By implementing Ivanti's solution, the university gained a self-service portal, automated classification and routing for incidents and requests, and full asset management. This resulted in a dramatic improvement, with first-time fix rates rising from 15% to 65%. Ivanti enabled the university to adopt ITIL best practices, revitalize its service delivery, and transform internal perceptions of its IT department.

University of the West of England