Case Study: Victoria University achieves 90% IT NPS and rapid online pivot with Ivanti Service Manager

Victoria University - Customer Case Study

Victoria University in Melbourne was struggling with a decade‑old HEAT ticketing system that generated long, confusing emails, poor self‑service and weak customer communication. To modernize its service experience, the university chose Ivanti and implemented Ivanti Service Manager to replace the legacy system.

Ivanti delivered a revamped service platform with concise, color‑coded templates and multiple self‑service channels, boosting clarity and response times. As a result, Victoria University’s IT Net Promoter Score climbed to 90% (from about 54–60%), the university shifted to 100% online instruction in under a week, won a Most Improved Student Services award, and three additional departments (Finance, Procurement and Library Services) adopted Ivanti.

Victoria University

Stephen Peatling

Manager of Customer Engagement