Case Study: University of Sunderland achieves unified, user-friendly ITSM and ITAM with Samanage

A New Found Pride in Internal Service Management

The University of Sunderland, a large education organisation serving roughly 3,500–4,000 internal customers across staff and students, was struggling with fragmented, homegrown IT processes. Departments ran IT in silos, tickets lacked ownership and visibility, and their existing portal was clunky, expensive to maintain across devices — so IT needed a simple, cloud-based ITSM/ITAM solution that staff and customers would actually use.

They selected Samanage for its user-friendly, SaaS platform and easy self-managed rollout. By driving all requests through the new portal, the university quickly consolidated support, improved technician accountability, sped up response times, and earned positive feedback from customers and IT staff — turning a chaotic service model into a scalable, centrally managed IT service.

University of Sunderland

Stephen Dobson

IT Service Delivery Manager