Case Study: Buckinghamshire New University streamlines IT service management with TOPdesk

Buckinghamshire New University - Customer Case Study

Buckinghamshire New University (BNU) needed to replace its previous ITSM tool after facing issues such as manual ticket logging, difficulty upgrading, and inefficient ticket handling. Working with TOPdesk, the university selected the vendor’s help desk software for education to support its digital transformation goals and improve service delivery for students, staff, and partners.

TOPdesk implemented the new ITSM platform with a small project team and dedicated consultant support, including recorded training sessions for easy reference. The result was faster ticket handling, stronger visibility and automation for the IT team, and a self-service portal that students quickly began using; since implementation, more than 93% of tickets have been resolved within SLA, with an average feedback rating of 4.8 out of 5.

Buckinghamshire New University

Bilal Ghani

Service Delivery Manager