Case Study: Kingston University achieves faster service delivery and a better user experience with RES Software

Kingston University Adopts “Blank Canvas” Self-Service Model for Faster Service Delivery and an Improved User Experience

Kingston University, a public university with multiple campuses and diverse users, needed to move away from a bloated, one-size-fits-all desktop model that was hurting user experience and making IT support harder to manage. The university wanted a self-service approach that would let students and staff choose and customize their own workspaces while improving service levels. RES Software, using the RES Suite and especially RES ONE Service Store, was selected to help meet that challenge.

RES Software implemented a “blank canvas” self-service model that centralized apps and IT services in one store, while RES Workspace Manager and RES Automation Manager simplified desktop control and routine task automation. The results included faster service delivery, easier user self-service, and a major reduction in support effort: admin access requests dropped from taking up to four days to about 30 seconds, saving an estimated 174 working days of support response time since launch. Kingston University now offers more than 400 services and applications for automatic delivery through RES Software.

Kingston University

Daniel Bolton

Kingston University