Case Study: Plymouth University achieves better IT service management with Sunrise Software

Plymouth University - Customer Case Study

Plymouth University, a leading UK institution, faced significant challenges with its outdated IT Service Management (ITSM) solution. The legacy system lacked the ability to effectively categorize and prioritize data, making it difficult to manage incident and change requests or identify areas for service improvement. Seeking a modern, pre-built toolset, the university selected Sunrise Software to implement a new ITSM solution to drive greater efficiencies and gain deeper visibility into its IT services.

Sunrise Software implemented its ITSM platform, which provided a central Configuration Management Database (CMDB) and enabled the categorization of incidents and changes. The solution delivered substantial results, including a 10% reduction in reactive staffing, a saving of 19 man-hours per week, and dramatic improvements in resolution times, such as an 88% reduction in time to fix critical incidents. Beyond IT, the easily configurable Sunrise platform was successfully expanded to other departments like campus security, consolidating multiple systems and providing the university with the flexibility to quickly adapt to new demands.

Plymouth University

Alice Trethewey

Service Improvement Manager